JP2006184945A - Content distribution system, content distribution server, and content distribution method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To easily support a user in a web site for providing contents different for each user. <P>SOLUTION: This content distribution server 10 is provided with a user profile information storage part 13 for storing profile information, a content storage part 16 for storing a plurality of contents, a content generating part 15 for generating the content to be transmitted to a client terminal in response to the profile information of the user, and a communication control part 11 for transmitting the generated content to the corresponding client terminal. The content distribution server 10 generates the content corresponding to the profile information of the end user, and adds an E-CODE corresponding to the user to the generated content. A support person in charge is communicated with an e-mail containing the E-CODE from the user, and executes the support while browsing the page same to that of the end user. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a content distribution system, a content distribution server, and a content distribution method, and more particularly, to a content distribution system, a content distribution server, and a content distribution method that facilitate user support in a website that provides different contents for each user.

  In recent years, a communication infrastructure (infrastructure) capable of large-capacity data communication has been established, the Internet has rapidly spread, and a website providing various information has been launched and used in a wide range of fields such as individuals, companies, and government offices. Has been. As one of these websites, for example, there is a product site of a manufacturer that manufactures and sells products, and it is used as a part of user support.

  In such sites, for example, in a manufacturer having a sales network all over the world, an advertising agency that advertises the product of the manufacturer, a sales agent that sells the product, and a system that sells applied products using the product There is also a site in which a manufacturer, a general user who purchases and uses a product of the manufacturer, is registered as a member of the product support site, and content related to the product is distributed to these users using the support site.

  In such a site, for example, an ID and password are issued to the user, and when the user accesses and logs in to the support site using the ID and password, information on the support site is provided to the logged-in user. To do. By configuring such a support site as a website, for example, general users can refer to the manual on the web page of the support site without making inquiries by phone or mail to manufacturers or sales agents. It is possible to download the latest utility program, driver software, and the like.

  In order to realize this type of website, for example, Patent Document 1 encrypts the data on the website as a technique for preventing browsing or downloading of the data on the website without permission. A technique for performing the conversion is disclosed.

In addition, in this type of support site, it is possible to identify the logged-in user from the user ID and password at the time of login, and to provide information according to each user by referring to the user profile information of the identified user In some cases, different web pages are displayed for each user. For example, if the logged-in user is an end user who actually uses the product, a simple manual of the product or a web page that provides the latest driver is displayed, and the logged-in user is involved in, for example, development of product-related software. If it is a developer, it will comprise so that the web page which can browse development information, such as a detailed specification of a product, and an operating environment, will be displayed. By configuring in this way, it is possible to quickly reach the information required by the user, and it is also possible to limit the accessible range for each user and limit inadvertent leakage of information.
JP 2004-220263 A

  However, if a different web page is provided for each user as described above, it is difficult for a third party other than the user to easily reproduce the web page being browsed by the user. Thus, for example, when a user feels any doubt or unknown while browsing content on a web page, and the user makes an inquiry to a sales company that supports the product displayed on the web page, for example, Support personnel can access and log in to the same support site, but because the profile information of the user who asked the question is different from that of the support personnel, they browse the exact same web page as the user is viewing Can not do it. That is, it is difficult for third parties other than the user to browse the same content as the user because the profile information is generally different. Therefore, depending on the situation, there arises a problem that the support person cannot cope with the user's question well.

  In addition, when a support person is consulted by a user, it may be difficult for the support person to respond because the skill and level of the user vary. For example, when a support person receives a contact from a user, the user's skill and level are not known. Cannot immediately judge. Therefore, there are cases in which users with high skills are guided in detail, or technical terms are frequently used by users who are not very high in level. Some kind of improvement was sought for.

  The present invention has been made in view of the above circumstances, and a third party other than the user obtains the same environment as the web browsing environment being browsed by the user, thereby providing different contents for each user. An object of the present invention is to provide a content distribution system and a content distribution method that facilitate user support by a third party even for a website.

The object of the present invention is achieved by the following configurations.
(1) A content distribution server connected to be communicable with each other via a network, and at least a first client terminal used by a first user and a second client terminal used by a second user Content distribution system,
The content distribution server is
A user profile information storage unit for storing profile information for each of a plurality of users;
A content storage unit for storing a plurality of contents;
A content generation unit that extracts and generates content to be transmitted to each client terminal from the plurality of contents according to the profile information of each user;
A receiving unit for receiving electronic information transmitted from the first client terminal and the second client terminal;
A communication control unit for transmitting the generated content to a corresponding client terminal,
Transmitting the content from the content distribution server to the first client terminal;
The first client terminal displays a screen corresponding to the received content on the display unit,
The first client terminal transmits electronic information to the second user;
When the reception unit receives electronic information transmitted from the first client terminal to the second user by the first user, the content distribution server corresponds to the first user in the electronic information. Add a predetermined code to
The content distribution system, wherein the second user notifies the second user of the predetermined code by receiving the electronic information from the receiving unit via the second client terminal.
(2) When the predetermined code notified from the first user is input to the second client terminal, the second client terminal supports the code including the predetermined code in the content distribution server. Send a content transmission request,
The content generation unit of the content distribution server generates content according to the profile information of the first user corresponding to the predetermined code from the plurality of contents in response to the code-corresponding content transmission request, The content distribution system according to (1), wherein the communication control unit of the content distribution server transmits content corresponding to the profile information of the first user to the second client terminal.
(3) The content distribution system according to (1), wherein the content transmitted to the first client terminal is web information provided for the first user.
(4) The communication control unit of the content distribution server transmits the profile information of the first user to the second client terminal in response to the profile information browsing request of the first user including the predetermined code. The content distribution system according to any one of (1) to (3), wherein:
(5) In the content corresponding to the profile information of the first user displayed on the second client terminal, a link permitting the profile information browsing request is set (4) The content distribution system described in 1.
(6) A content delivery server that is communicably connected to a first client terminal used by at least a first user and a second client terminal used by a second user via a network,
A user profile information storage unit for storing profile information for each of a plurality of users;
A content storage unit for storing a plurality of contents;
A content generation unit that generates content to be transmitted to each client terminal from the plurality of contents according to the profile information of each user;
A communication control unit for transmitting the generated content to a corresponding client terminal,
When receiving a content transmission request including the unique information of the first user from the first client terminal, the content corresponding to the profile information of the first user is generated via the content generation unit, Transmitting the content to the first client terminal via a communication control unit;
When the receiving unit receives electronic information transmitted from the first client terminal to the second user by the first user, a predetermined code corresponding to the first user is added to the electronic information. And
The content distribution server, wherein the second user notifies the second user of the predetermined code by receiving the electronic information from the receiving unit via the second client terminal.
(7) When the communication control unit receives the code-corresponding content transmission request from the second client terminal together with the predetermined code, the content generation unit sets the predetermined code according to the code-corresponding content transmission request. Content corresponding to the corresponding user profile information is generated from the plurality of contents,
The content distribution server according to (6), wherein the communication control unit transmits content corresponding to the profile information of the first user to the second client terminal.
(8) The content distribution server according to (6) or (7), wherein the content transmitted to the first client terminal is web information provided for the first user.
(9) The communication control unit of the content distribution server transmits the profile information of the first user to the second client terminal in response to a profile information browsing request of the first user including the predetermined code. The content distribution server according to any one of (6) to (8), wherein:
(10) In the content corresponding to the profile information of the first user displayed on the second client terminal, a link permitting the profile information browsing request is set (9) Content distribution server described in 1.
(11) Content between a server connected to be communicable with each other via a network and at least a first client terminal used by a first user and a second client terminal used by a second user A delivery method,
Transmitting a content transmission request including unique information of the first user from the first client terminal to the server;
Generating content corresponding to the profile information of the first user in the server in response to the content transmission request;
Transmitting the content from the server to the first client terminal;
Displaying a screen corresponding to the content received at the first client terminal on the display unit;
Transmitting electronic information from the first client terminal to the second user;
Adding a predetermined code corresponding to the first user to the electronic information transmitted from the first client terminal at the server and transmitting the electronic information to the second client terminal;
Inputting the predetermined code in a predetermined input field of the second client terminal and transmitting a code-corresponding content transmission request including the predetermined code to the server;
Generating content corresponding to the first user's profile information corresponding to the predetermined code from the plurality of contents in response to the code-corresponding content transmission request;
Transmitting the content corresponding to the profile information of the first user from the server to the second client terminal.
(12) The content distribution method according to (11), wherein the content transmitted to the first client terminal is web information provided for the first user.
(13) The profile information of the first user is transmitted to the second client terminal in response to the profile information browsing request of the first user including the predetermined code transmitted from the second client terminal. The content distribution method according to (11) or (12), comprising a step.
(14) In the content corresponding to the profile information of the first user displayed on the second client terminal, a link permitting the profile information browsing request is set (13) The content distribution method described in 1.

  According to the present invention, when electronic information is transmitted from the first client terminal to the second user, the content distribution server transmits the electronic information transmitted from the first client terminal to the second user by the first user. Is received by the receiving unit, and a predetermined code corresponding to the first user is added to the electronic information. Then, when the second user receives the electronic information with the predetermined code from the receiving unit via the second client terminal, the predetermined code is notified to the second user. Therefore, the second user can automatically obtain the profile information of the first user without hearing the information directly from the first user. The second user can use this predetermined code to access the content distribution server and perform user support.

  According to the present invention, the second user can easily view the first user at the first client terminal by accessing the content distribution server using the predetermined code obtained from the first user. A screen that is almost the same as the existing screen can be reproduced on the second client terminal. Therefore, based on the screen displayed on the second client terminal, it is easy to guide the screen and operations to the first user and to appropriately answer the user's question.

  Further, according to the present embodiment, the second user can browse the user profile of the first user during the correspondence with the first user. Therefore, the level and skill level of the first user can be estimated without making various inquiries to the first user by telephone or the like. Therefore, the level of the second user without giving a detailed guidance to a highly skilled user or having a conversation with a lot of technical terms for a user who is not so high in level. It is possible to provide appropriate user support while explaining terms and explanations tailored to.

  Hereinafter, embodiments of a content distribution system and a content distribution method according to the present invention will be described with reference to the drawings.

  FIG. 1 is a block diagram showing the overall configuration of the content distribution system of the present embodiment. A content distribution system 1 according to the present embodiment includes a content distribution server 10 and a first client terminal 20 and a second client terminal 30 connected to the content distribution server 10 via a network 50 such as a LAN or the Internet. Is done. In the actual content distribution system 1, not only the two client terminals 20 and 30 but also a larger number of client terminals can be connected to the content distribution server 10 and can be accessed. A description will be given using only one client terminal 20, 30.

  The content distribution server 10 is a web server that distributes contents such as XML files, HTML files, image files, audio files, and execution files of various software programs. In this embodiment, the content distribution server 10 purchases an advertising agency that advertises a manufacturer's product, a sales agent that sells it, a system manufacturer that sells application products using the product, and a product of the manufacturer. It is a server that constitutes a support site that provides product information, technical information, etc. of a manufacturer's product, with general users to be used as users registered as members of the product support site. The support site can be browsed to a web page in the product information site by accessing a predetermined URL corresponding to the server using an application such as a web browser.

  The first client terminal 20 is one of client terminals that access the content distribution server 10. In the present embodiment, the first client terminal 20 proceeds as a client terminal used by a general user who uses a product manufacturer's product, a so-called end user (first user).

  Similar to the first client terminal 20, the second client terminal 30 is one of client terminals that access the content distribution server 10. In the present embodiment, the discussion proceeds as a client terminal used by a support person in charge of a product sales company that supports a first user who is an end user. In fact, in addition to sales companies, manufacturers, support contractors, and other companies that provide product information, support, and services are also included.

FIG. 2 is a block diagram showing internal processing of the content distribution server 10.
The content distribution server 10 includes a communication control unit 11, a user authentication unit 12, a user profile information storage unit 13, an access authority determination unit 14, a content generation unit 15, a content storage unit 16, and a mail reception unit 17. It is equipped with.

  The communication control unit 11 is a control unit that controls communication with the first client terminal 20 and the second client terminal 30. Specifically, the communication control unit 11 responds to various requests from the first client terminal 20 or the second client terminal 30, and includes a user authentication unit 12, an access authority determination unit 14, a content generation unit 15, and a content described later. A request is transmitted to the storage unit 16, and transmission data including various contents generated in response to the request is transmitted to the first client terminal 20 or the second client terminal 30.

  The user authentication unit 12 authenticates various users who intend to log in to the support site. Specifically, the user authentication unit 12 receives login information such as an ID and a password transmitted from the first client terminal 20 and the second client terminal 30, and the login information is stored in the user profile information storage unit 13. Check whether the user profile information is supported. If the matching ID and password are stored in the user profile information storage unit 13, the user authentication unit 12 permits login, and notifies the access authority determination unit 14 of login permission. In addition to the above, the user authentication unit 12 functions to support user registration for a visitor who has visited a website for the first time.

  The user profile information storage unit 13 is a storage unit that stores profile information regarding each user who accesses the support site. The profile information about each user includes, for example, “login ID”, “Family Name”, “First Name”, “Prefix”, “Age” or age group. (Age Range) "," e-mail address "," Type of Business "," Job Function "," Company Name "," Company Address "," There are “Company Telephone”, “Region”, “Country”, and Access Level.

  The access authority determination unit 14 is a determination unit that determines access authority, that is, an information disclosure range, with reference to user profile information of each user who accesses the support site. Specifically, the access authority determination unit 14 refers to the access level (information disclosure level) and other information in the user profile information of each user stored in the user profile information storage unit 13 and logs in to the user who logs in The level of information to be disclosed is determined, and the information range to be provided to the user is determined. The determination result is referred to by the content generation unit 15.

  The content generation unit 15 extracts the content information for web page provision from the content storage unit 16 according to the information range determined by the access authority determination unit 14, and edits the content information according to the user profile information. Generate. Specifically, when the user logs in to the support site, first, the content information corresponding to the welcome page corresponding to the information range determined by the access authority determination unit 14 is displayed. The information on the welcome page provided to the logged-in user is prepared according to the user's profile information, and the link for moving from the welcome page to another screen is also set within the range according to the user's profile information. The

  Then, when the user selects a hyperlink set to a character or object on the welcome page, the content generation unit 15 edits and generates content information corresponding to the destination content according to the hyperlink. Also in this case, the content generation unit 15 appropriately extracts content from the content storage unit 16 according to the user profile information. The generated content information is transmitted to the first client terminal 20 or the second client terminal 30 via the communication control unit 11 and displayed on the first client terminal 20 or the second client terminal 30. Thereby, the user can switch the screen display from the welcome page to another page via the hyperlink. Hereinafter, the switching of the screen display will be described simply as “moving the page”.

The mail receiving unit 17 is a mailbox that receives an e-mail transmitted from the first client terminal 20. For example, a mail transmitted from the first client terminal 20 to the support staff by the end user is temporarily received by the mail receiving unit 17. As described above, the mail receiving unit 17 is a mail mailbox that is sent to support personnel existing all over the world. When receiving the e-mail transmitted to the person in charge of support, the mail receiving unit 17 adds an E-CODE corresponding to the end user's profile information to the mail. This E-CODE and its addition will be described in detail later. The mail receiving unit 17 does not have to exist in one content distribution server 10, and a function of adding an E-CODE to be described later is added to a mail server arranged at a support base that performs each support. It may be. Even if it is not the form of e-mail, the transmission / reception form of the electronic information negotiated between the content delivery server 10 and the client terminals 20 and 30 may be sufficient.
For example, the file may be transmitted and received between the server and the client using an encryption key or encryption.

Next, user support in the content distribution system of this embodiment will be described in detail.
First, when a certain end user starts a web browser on the first client terminal 20 and accesses the URL corresponding to the support site via the network 50, the content distribution server 10 displays a login page from the content storage unit 16. 1 to the client terminal 20. This login page is displayed on the first client terminal 20, for example, as shown in FIG. This login page is a page that all users visit in common, and the same screen is displayed even when the support staff accesses the content distribution server 10 using the second client terminal 30. .

On the screen 100 shown in FIG. 3, for example, a login page 102 is displayed in a web browser window 101 under a GUI (graphical user interface) environment.
On the login page 102, a button group 103 for language selection is arranged at the top. By selecting one of the languages from the button group 103 with a mouse click or the like, the language to be displayed thereafter is determined.

  A text box 104 for entering a user ID and a text box 105 for entering a password are prepared on the left side of the login page 102. A user who wishes to log in to the support site (in this case, an end user, hereinafter referred to as an end user) enters his ID and password in these two text boxes 104 and 105, respectively, and a login button at the bottom. By selecting 106 by a mouse click or the like, the end user ID and password are transmitted from the first client terminal 20 to the content distribution server 10.

  The content distribution server 10 collates the user ID and password with the user profile information stored in the user profile information storage unit 13 in the user authentication unit 12, and if there is matching user profile information, permits login. The content corresponding to the welcome page 112 shown in FIG. 4 is transmitted from the content distribution server 10 to the first client terminal 20 and displayed on the first client terminal 20.

In the login page 102 shown in FIG. 3, when an ID and a password are respectively entered in the two text boxes 104 and 105 and the lower Verify button 106 is selected by a mouse click or the like, the user profile information is changed or confirmed. Is done.
In addition, a new user who does not have an ID and password selects a registration (Register) button 108 with a mouse click or the like, thereby displaying a registration screen for registering user profile information including the ID and password on the content distribution server 10 side. Can move.

  In the welcome page 112 shown in FIG. 4, a simple usage method of the homepage is explained together with a welcome message on the main display section 112a in the center, and the latest precautions for alerting the user are displayed. . Above the main display portion 112a, link buttons 113 to 116 for moving from the welcome page 112 to another page, a list box 117 capable of selecting a plurality of items in a pull-down manner, and a list box 117 selected A link button 118 for moving to the corresponding page is provided.

Specifically, the link button 113 is a link button for returning to the home, that is, the welcome page 112. Hereinafter, the link button 114 is a link button for moving to a page for downloading software, and the link button 115 is a page for posting technical documents such as user manuals and specifications. A link button for moving, and a link button 116 is a link button for logging out from the support site. In addition, it is preferable that there is a link button or the like to a page that explains the installation method, the usage method, and the like by moving images, sounds, and the like.
In the list box 117, names of a plurality of products supported by the support site (hereinafter described as an example of a printer) are listed for each model number or for each type. For example, when a certain printer is selected in the list box 117 and the link button 118 is selected by clicking the mouse or the like, it is possible to move to a page for which information is prepared for each printer.

  The logged-in end user obtains the target document or software by moving from the welcome page 112 shown in FIG. 4 to a desired page. For example, when the link button 115 for downloading a technical document on the welcome page 112 is selected by a mouse click or the like, the screen moves to a technical document download page 121 shown in FIG. 5, for example. In this technical document download page 121, a table 122 listing downloadable document names is displayed in the center of the page, and a corresponding document can be downloaded by appropriately selecting a hyperlink set in the document name. Can do.

Here, the technical document download page displayed in FIG. 5 displays different items depending on the profile information of each user.
For example, what is displayed in FIG. 5 is a screen displayed to the end user of the printer. In this screen, the list box 123 for moving to a lower page can be moved to two lower pages, “Reference Manual” and “User's Manual”.

  On the other hand, FIG. 6 is a screen displayed for an end user of a printer, for example. In this screen, the technical document download page 131 is displayed as in FIG. 5, but the contents of the table are different as can be seen by comparing FIG. 5 and FIG. In addition to the “Reference Manual” and the “User's Manual”, the list box 133 for moving to a lower page has a plurality of link destinations. From the technical document download page shown in FIG. 5, it is possible to move to more lower pages than the page that can be moved, and more information can be acquired.

  Thus, in the support site of this embodiment, the content of the page displayed differs for every user, specifically according to a user's profile information. Because of this state, for example, even if a user asks a support person in charge of a sales company about the contents of a support site, Because you do not know whether you are, you may not be able to answer the question accurately. In addition, for security reasons, there are cases where the support person cannot obtain the personal information of the inquired user and cannot specify the information disclosure level. Furthermore, in the case of only a telephone call, it may not be possible to determine how much product information may be disclosed to the user.

In the present embodiment, “E-CODE (e-code) is used as a predetermined code for informing a third party what level of information the content of the page viewed by the logged-in end user is disclosed. ) ”.
E-CODE is a number 80 (four digits in the figure) displayed at the upper right of the web page shown in FIGS. This number 80 is a user-specific number uniquely assigned according to the profile information of each user, and when the user profile information storage unit 13 in the content distribution server 10 is searched, the number of the user corresponding to this number 80 is One piece of profile information is extracted. Therefore, by making an inquiry to the content distribution server 10 using this E-CODE, a support person who is a third party can determine which page content the end user is browsing according to the access level of the end user. You can recognize what it is like. It is preferable that the E-CODE is generated with a character string as short as possible including numerals, and is easy to understand and remember when the user makes an inquiry. The characters of each country may be included.

  Hereinafter, specific processing in the content distribution server 10 will be described. In the following description, an example will be described in which an end user makes an e-mail question regarding a web page.

  First, when the content distribution server 10 receives a content transmission request for moving from one page after login to another page from the first client terminal 20, the profile of the end user who is logged in via the content generation unit 15 The page information corresponding to the information is extracted, and the E-CODE corresponding to the logged-in end user is added to the page information, and the content is transmitted to the first client terminal 20. When displaying the screen corresponding to the received content, the first client terminal 20 displays this E-CODE in the displayed page. The E-CODE is displayed on every page displayed after login, and the user can confirm this E-CODE at any time.

  A method for responding to an inquiry from a user using this E-CODE will be described below. Hereinafter, a case where the user accesses the content distribution server 10 via the first client terminal in order to obtain the latest driver of a certain printer will be described as an example.

  When the end user logs in to the support site from the login page 102 shown in FIG. 3, the end user moves to the welcome page 112 shown in FIG. When the end user selects the link button 114 that moves to the software-related page by clicking the mouse or the like in order to obtain the driver, the software page 142 shown in FIG. 7 is displayed on the screen.

  Here, the end user wants to obtain a driver for “Type-B Printer” owned by the end user, but the table 143 displayed on the software page 142 shown in FIG. Only the latest information is displayed, and the driver for this type-B printer is not displayed. Actually, it is only necessary to select a driver from the list box 144 and move to this driver-dedicated page, but the end user does not know this immediately.

  In this state, the end user contacts the sales company. At this time, when the end user contacts the support staff using the e-mail, the end user writes the questionnaire in the body of the e-mail and transmits the e-mail. The transmitted e-mail is temporarily stored in the mail receiving unit 17 of the content distribution server 10. At this time, the mail receiving unit 17 inquires the transmission source and transmission destination of the e-mail via the user profile storage unit 13, the transmission source is a registered user registered in the user profile storage unit 13, and the transmission destination However, if it is a support person who supports this registered user, E-CODE is added to the text of this e-mail. Therefore, an e-mail in which E-CODE is written is downloaded to a support person who downloads the e-mail via the second client terminal 30. Upon receiving this e-mail, the support staff confirms the contents of the question described in the e-mail described in the e-mail, and if E-CODE is described, the user uses the E-CODE. To the questions.

  Specifically, the support person logs in to the support site from the login page 102 shown in FIG. 3 via the second client terminal 30. The support person in charge has profile information as a person in charge of support stored in the user profile information storage unit 13 of the content distribution server 10, and a welcome page 152 for the person in charge of support shown in FIG. 8 is displayed on the second client terminal 30. Is displayed.

  The support person's welcome page 152 has a response field 153 when an end user makes an inquiry. The correspondence field 153 is provided with a text box 154 for inputting an end user's E-CODE and a list box 155 for selecting a language used by the end user. Before and after opening this page, the support person asks the user for E-CODE and the language used by the end user, if necessary, and inputs it into the text box 154 and the list box 155. Select.

  When the move button 155 is selected, a code-corresponding content transmission request including information regarding the input E-CODE and the selected language is transmitted from the second client terminal 30 to the content distribution server 10. When the content distribution server 10 receives this code-corresponding content transmission request from the second client terminal 30, the content distribution server 10 specifies a user corresponding to E-CODE via the access authority determination unit 14, and then via the content generation unit 15. Content corresponding to the profile information of the user who made the inquiry is extracted. Then, the communication control unit 11 of the content distribution server 10 transmits the content corresponding to the profile information of the user who has accessed the support site via the first client terminal 20 to the second client terminal 30.

FIG. 9 is an example of a window screen that is displayed on the second client terminal 30 after the move button 155 is selected.
This screen 200 is displayed by a newly activated web browser window 201. The web browser window 201 is, for example, a window in which various toolbars provided in the upper part are not displayed so that the web browser window 201 can be distinguished from the web browser screen already started by the support person. The web browser window 201 becomes a pseudo welcome page 162 having substantially the same screen layout as the welcome page 112 (see FIG. 4) displayed on the client terminal 20 after logging in through the first client terminal 20. ing. The links set for each page after the pseudo welcome page 162 are all the same as the links set for the end user logged in via the first client terminal 20, that is, moved from the pseudo welcome page 162. The amount of information provided by doing this is the same as the amount of information disclosed to the end user who has logged in via the first client terminal 20.

  The support person contacts the user when the welcome page is reached. Here, for example, a telephone call or the like may be used. Then, the support person can easily reach the screen where the user feels a doubt or an unknown point by following the link from the pseudo welcome page 162, or the support person can instruct the user how to follow the link. However, user support can be performed by answering the telephone.

  As an example, when the support person arrives at the pseudo welcome page 162, the link button 114 for moving to the software-related page from the end user is selected by a mouse click or the like, and the fact that the problem has occurred on the software page 142 is telephoned. When asked, the link button 164 for moving to the software related page of the pseudo welcome page 162 is selected by mouse click or the like as if the end user has moved, and the pseudo software shown in FIG. 10 corresponding to the software page 142 shown in FIG. Move to page 172.

  Then, the support person checks the pseudo software page 172 and finds that only the latest information is posted on the current page and that other types of drivers can be obtained from the list box 174 at the upper left. The support person selects the driver from the list box 174 (list box 144 on the user's screen), and moves the go button 175 (go button 145 on the user's screen) to the end user. Instruct to select by clicking.

  As a result, the end user can reach the driver download page 182 shown in FIG. Thereafter, the support staff instructs the end user to select a hyperlink 184 for downloading a driver for a type-B printer in a table 183 provided in the driver download page 182. Thus, the end user's purpose can be achieved and the support can be completed.

  In this embodiment, a link is also set in the E-CODE displayed on each pseudo web page after the pseudo welcome page 162 displayed on the second client terminal 30 used by the support staff. By selecting the link and moving to the link destination, the simple profile information of the user corresponding to the E-CODE can be browsed.

  For example, in the pseudo welcome page 162 shown in FIG. 9, when the support person selects the E-CODE number 80 by clicking the mouse or the like, the second client terminal 30 sends the corresponding E-CODE to the content distribution server 10. A profile information browsing request including is transmitted. Then, the content distribution server 10 selectively extracts the user profile information corresponding to the E-CODE from the user profile information storage unit 13 in response to the profile information browsing request including the corresponding E-CODE, and the communication control unit 11 transmits a part of the profile information of the end user to the second client terminal 30 as simple profile information. Depending on the access level of the user's profile information, all profile information may be transmitted.

FIG. 12 is an example of a screen displayed on the web page 190 displayed on the second client terminal 30 in accordance with the received simple profile information.
The web page 190 displays a table 191 in which simple user profile information is collected. The user's simple profile information compiled in this table includes information such as the user's login name, name, e-mail address, business type, occupation, company name, company address, company phone number, residential area, country, number of visits, etc. Is displayed. The simple profile information of the user displayed here is selectively selected from the user profile information of each user stored in the user profile information storage unit 13 in accordance with the privacy policy of the company that operates the content distribution server. It is preferable that only the extracted information is displayed.

When such information is displayed on the second client terminal 30 operated by the support person, the support person guesses the user's skill, level, etc. from the displayed simple user profile information and responds to the call. It is possible to take appropriate and fine-tuned responses according to the level of the user.
Also, as in this embodiment, when receiving an e-mail from a user and making a call in response to the e-mail, the telephone number is found from the simple user profile information and the user is called. May be.

  As described above, the content distribution system 1 of the present embodiment includes the content distribution server 10 connected to be communicable with each other via the network 50, the first client terminal 20 used at least by the end user, and support. And a second client terminal 30 used by a person in charge.

  Here, the content distribution server 10 includes a user profile information storage unit 13 that stores profile information for each of a plurality of users, a content storage unit 16 that stores a plurality of contents, and each client according to the profile information of each user. A content generation unit 15 that extracts and generates content to be transmitted to the terminals 20 and 30 from a plurality of contents, and a communication control unit 11 that transmits the generated content to the corresponding client terminals 20 and 30 are provided. Then, the first client terminal 10 transmits a content transmission request including the unique information of the end user to the content distribution server 10, and when the content distribution server 10 receives the content transmission request, the first client terminal 10 ends through the content generation unit 15. The content corresponding to the user profile information is extracted and generated, and the E-CODE corresponding to the end user is added to the generated content, and the content is transmitted to the first client terminal 20. The first client terminal 20 Then, a screen corresponding to the received content is displayed, and E-CODE is displayed.

  In this embodiment, when the end user contacts the support staff using e-mail, the mail receiving unit 17 of the content distribution server 10 stores the e-mail transmission source and destination in the user profile storage unit 13. If the transmission source is a registered user registered in the user profile storage unit 13 and the transmission destination is a support person who supports this registered user, E-CODE is included in the body of the e-mail. Is added. Therefore, an e-mail in which E-CODE is written is downloaded to a support person who downloads the e-mail via the second client terminal 30.

The support staff uses the E-CODE together with the e-mail transmitted by the end user to access the content distribution server 10, so that the end user can easily see the screen almost the same as the screen viewed by the first client terminal 20. The screen can be reproduced on the second client terminal 30. Therefore, based on the screen displayed on the second client terminal 30, it is easy to guide the end user through the support site and appropriately answer the user's question.
Therefore, according to the present embodiment, the support person can receive E-CODE as information corresponding to the user's profile information only by receiving e-mail, and can receive E-CODE by telephone from the user. The same web page as the user can be reproduced without listening.

  In addition, according to the present embodiment, the user profile of the end user can be viewed during correspondence with the end user, so that the level of the user and the level of skill can be reduced without making an inquiry to the end user by telephone. Can be guessed. Therefore, it is not necessary to provide detailed guidance to users with high skills, or conversations that use technical terms to users who are not very high in level. While explaining, it becomes possible to perform user support appropriately.

  In this embodiment, the E-CODE is transmitted from the end user to the support staff via the e-mail. However, the present invention is not limited to this, and various methods are used. May be.

  In the above explanation, the explanation has been given by taking the interaction between the end user and the support person as an example. However, the present invention is not limited to this, and supports various users supported by the support person. The person in charge can provide similar support using E-CODE.

1 is a block diagram showing an overall configuration of a content distribution system according to an embodiment of the present invention. It is a block diagram which shows the internal process of a content delivery server. It is a figure which shows a login page. It is a figure which shows a welcome page. It is a figure which shows a technical document page. It is another figure which shows a technical document page. It is a figure which shows a software page. It is a figure which shows the welcome page of a support person in charge. It is a figure which shows a pseudo welcome page. It is a figure which shows a pseudo | simulation software page. It is a figure which shows the 2nd layer of a pseudo | simulation software page. It is a figure which shows the web page which displays simple user profile information.

Explanation of symbols

1 content distribution system 10 content distribution server 20 first client terminal 30 second client terminal 50 network

Claims (14)

Content distribution comprising: a content distribution server connected to be communicable with each other via a network; and at least a first client terminal used by a first user and a second client terminal used by a second user A system,
The content distribution server is
A user profile information storage unit for storing profile information for each of a plurality of users;
A content storage unit for storing a plurality of contents;
A content generation unit that extracts and generates content to be transmitted to each client terminal from the plurality of contents according to the profile information of each user;
A receiving unit for receiving electronic information transmitted from the first client terminal to the second user;
A communication control unit for transmitting the generated content to a corresponding client terminal,
Transmitting the content from the content distribution server to the first client terminal;
The first client terminal displays a screen corresponding to the received content on the display unit,
The first client terminal transmits electronic information to the second user;
When the reception unit receives electronic information transmitted from the first client terminal to the second user by the first user, the content distribution server corresponds to the first user in the electronic information. Add a predetermined code to
The content distribution system, wherein the second user notifies the second user of the predetermined code by receiving the electronic information from the receiving unit via the second client terminal. When the predetermined code notified from the first user is input to the second client terminal, the second client terminal sends a code-corresponding content transmission request including the predetermined code to the content distribution server. Send
The content generation unit of the content distribution server generates content according to the profile information of the first user corresponding to the predetermined code from the plurality of contents in response to the code-corresponding content transmission request, The content distribution system according to claim 1, wherein the communication control unit of the content distribution server transmits content corresponding to the profile information of the first user to the second client terminal.   The content distribution system according to claim 1, wherein the content transmitted to the first client terminal is web information provided for the first user.   The communication control unit of the content distribution server transmits the profile information of the first user to the second client terminal in response to the profile information browsing request of the first user including the predetermined code. The content distribution system according to claim 1, wherein the content distribution system is a content distribution system.   The link which permits the said profile information browsing request | requirement is set in the content corresponding to the said 1st user's profile information displayed on the said 2nd client terminal. Content distribution system. A content distribution server communicatively connected to a first client terminal used by at least a first user and a second client terminal used by a second user via a network,
A user profile information storage unit for storing profile information for each of a plurality of users;
A content storage unit for storing a plurality of contents;
A content generation unit that generates content to be transmitted to each client terminal from the plurality of contents according to the profile information of each user;
A communication control unit for transmitting the generated content to a corresponding client terminal,
When receiving a content transmission request including the unique information of the first user from the first client terminal, the content corresponding to the profile information of the first user is generated via the content generation unit, Transmitting the content to the first client terminal via a communication control unit;
When the receiving unit receives electronic information transmitted from the first client terminal to the second user by the first user, a predetermined code corresponding to the first user is added to the electronic information. And
The content distribution server, wherein the second user notifies the second user of the predetermined code by receiving the electronic information from the receiving unit via the second client terminal. When the communication control unit receives the code-corresponding content transmission request from the second client terminal together with the predetermined code, the content generation unit is a user corresponding to the predetermined code according to the code-corresponding content transmission request. Generating content corresponding to the profile information of the plurality of contents,
The content distribution server according to claim 6, wherein the communication control unit transmits content corresponding to the profile information of the first user to the second client terminal.   The content delivery server according to claim 6 or 7, wherein the content transmitted to the first client terminal is web information provided for the first user.   The communication control unit of the content distribution server transmits the profile information of the first user to the second client terminal in response to the profile information browsing request of the first user including the predetermined code. The content distribution server according to claim 6, wherein the content distribution server is a content distribution server.   The link for permitting the profile information browsing request is set in the content corresponding to the profile information of the first user displayed on the second client terminal. Content distribution server. A content distribution method between a server connected to be communicable with each other via a network and at least a first client terminal used by a first user and a second client terminal used by a second user There,
Transmitting a content transmission request including unique information of the first user from the first client terminal to the server;
Generating content corresponding to the profile information of the first user in the server in response to the content transmission request;
Transmitting the content from the server to the first client terminal;
Displaying a screen corresponding to the content received at the first client terminal on the display unit;
Transmitting electronic information from the first client terminal to the second user;
Adding a predetermined code corresponding to the first user to the electronic information transmitted from the first client terminal at the server and transmitting the electronic information to the second client terminal;
Inputting the predetermined code in a predetermined input field of the second client terminal and transmitting a code-corresponding content transmission request including the predetermined code to the server;
Generating content corresponding to the first user's profile information corresponding to the predetermined code from the plurality of contents in response to the code-corresponding content transmission request;
Transmitting the content corresponding to the profile information of the first user from the server to the second client terminal.   The content delivery method according to claim 11, wherein the content transmitted to the first client terminal is web information provided for the first user.   Transmitting the first user profile information to the second client terminal in response to the first user profile information browsing request including the predetermined code transmitted from the second client terminal. The content delivery method according to claim 11 or 12, The link that permits the profile information browsing request is set in the content corresponding to the profile information of the first user displayed on the second client terminal. Content distribution method.

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