201243756 六、發明說明： 【發明所屬之技術領域】 本發明係關於一種口碑管理系統，且特別是有關於提 供用戶端可選擇性管理口碑（Word-of-Mouth，簡稱為WOM) 資料的口碑管理系統。 u , 【先前技術】 隨著網際網路時代的普及，網際網路係成為消費者主 要的發聲傳播媒體，消費者藉由網路網路上的各式網站與 平台，討論著各種議題，特別是對於企業主所推出的產品 或服務進行意見和想法的表達，同時如此的表達方式，各 自逐漸的形成一個社群。其中，若消費者所表達的方式係 為正面的口碑，則能對其他的消費者產生正面的影響，反 之亦然。故企業主或廠商在網際網路上，開始投入大量的 人力和資源進行網路口碑的操作，用以藉由該網路口碑進 而達成新的行銷策略。 - 一般而言，網路中散播正面的口碑訊息或是製造話題 ； 已經成為現今行銷工具的一部份，其普遍地以各種形式存 在網路上，例如討論區、部落格、商品網站、社群網站或 電子佈告欄等等。其中，有許多的使用者、部落客或是論 壇上的「達人」，由於其擁有專業特質或是詳盡的報導，而 潛藏著具有領袖般的影響力，因此企業主或廠商透過使用 者、部落客或達人在其部落格或論壇上推薦產品或試用心 得，使得可藉由其影響力，進一步行銷該些商品。再者， 201243756 又可藉由網友們在部落格或論壇所提供的使用心得與感 想，造成連鎖的反應進而形成更廣大的迴響。 然而，傳統的網路上口碑監控係首先進入搜尋引擎， 並在鍵入關鍵字之後，在萬千的資料網址中，尋找與企業 主或廠商相關所需之網址或網站，進而從中逐一的尋找相 - 關的網路口碑資料，且在之後，再利用剪貼的方式，將資 、 訊整理成文字檔或試算表。而上述如此繁複的工作，必須 依賴龐大的人力與資源，且利用人力所進行的口碑資料整 理與處理分析，卻存在著強烈的主觀意識，無法有效地取 得一致的標準，且無法有效地在網路中獲得大部分或甚至 是全部的口碑資訊，使得企業主或廠商並無法確切的了解 到實際所欲了解的口碑資料。 【發明内容】 為解決上述目的，本發明係提供一種口碑管理系統， 其透過網際網路連結具有複數個部門的用戶端與複數個伺 - 服端。該口碑管理系統包括搜尋模組、管理模組與處理分 ； 析模組。搜尋模組係根據關鍵字組自該等伺服端中搜尋符 合關鍵字組的口碑資料。該管理模組係提供用戶端選擇性 管理口碑資料。處理分析模組處理分析口碑資料，並用以 將處理分析後的口碑資料提供給用戶端。 於另一實施例中，本發明係提供一種口碑管理系統， 其該管理模組還進一步提供用戶端之管理員端針對其複數 個使用者端分別地設定不同的權限，用以選擇性提供該等 201243756 使用者端閱覽口碑資料。 有相同權限之使用::二該等使用者端亦可組成具 而用戶端的管理員端= 魏之單-使用者。 用戶端所屬該等使用者端；;昭碑貝科之保密層級，並提供 資料。 者&依照所屬的權限選擇性讀取口碑 二:實：，本發明係提供一種口碑管理系統， 口碑二=將口碑資料分類為口碑正負分類、 碑、中性口碑與無關口碑之至少其-。 ^碑…分嶋根據口碑#料 分類至用戶端所自定針對口碑内=: 擇Hi㈣碑屬性分類係根據口碑資料的内容屬性，選 :::資料對應分類至用戶端所自訂的口碑類別。、 其關鍵字組巾、，本發明係提供—種口碑管理系統， 字，且在卢理£^透過用戶端自訂或系統預設的預警關鍵 警訊給用^ 進行處理分析口碑資料之後，提供 於實施例中，本發明係提供—種口碑管理， 〆、吕理模組進一步提供 ’、、” 並選擇_^2 碑㈣之_稽核， 此外 細碑㈣錢等伺服端之至少其-。 用戶端之管理員端可根據口碑 使用者端針對口碑資料絲门庙％貝&擇性才曰派§亥4 模組追縱口碑資料之回應的狀^，且管理員端可透過管理 於另-實施例中，本發明係提供—種口碑管理系統， 201243756 其管理模組係提供用戶端針對口碑資料進行反向追蹤。所 述反向追蹤是追蹤口碑資料所對應之標題、相關的標題、 發文者與追隨者之至少其一。此外，所述反向追蹤還進一 步標註發文者與追隨者是否係為指標發言者或惡意發言 者。 ^ 於另一實施例中，本發明係提供一種口碑管理系統， . 其管理模組更進一步提供用戶端儲存口碑資料於精華區或 標示口碑資料的重要程度。此外，管理模組還以進一步提 供用戶端新增或指定所搜尋的該等伺服器，其中伺服器至 少對應一個網頁。除此之外，管理模組亦進一步提供用戶 端一報表匯出，所述報表匯出是用以提供可編寫或唯讀的 檔案或線上瀏覽。 與習知技術相較，本發明提供的口碑管理系統係可系 統化蒐集網路上的口碑資料，且能提供完整的該等口碑資 料給用戶端。此外，所述口碑管理系統亦能提供用戶端預 警，並使得用戶端之對應部門的使用者端可以快速地對負 * 面口碑的口碑資料作進一步的危機處理。 【實施方式】 為充分暸解本發明之目的、特徵及功效，茲藉由下述 具體之實施例，並配合所附之圖式，對本發明做一詳細說 明，說明如後： 參考第1圖，係本發明一實施例之口碑管理系統的方 塊圖。於第1圖中，口碑管理系統10係透過網際網路12 201243756 2結具有魏㈣卩⑽用戶端m 中，該用戶端! 4係可為品二複數個紙16。其 系統^包括搜尋模組1Q2、_==;該口碑管理 ⑽。該用戶端14更包 、、、山1〇4與處理分析模組 -個使用者端對應了用戶二：端與夕個使用者端，每 端Η包括—的至=:二=’用戶 的至少-使用者端。 ❹者知與屬於客服部門 理的;::程2圖圖’::發明實施例之口碑管理系統進行管 網路咏至:碑管:里 =S20’·^ 总呷理系統10，並在登入之後，於該口说 =統中設定具有複數關鍵字之關鍵字組；接著步驟 ，係=__字組於料伺服端Μ中，透過 甲的搜尋模組1〇2搜尋符合該關鍵字組； 步驟S24，係透過口碑管理系統iq中的處理分二 口碑次料^丁處理分析口碑資料’並用以將處理分析後的 ^ 用戶端；接著步驟创’係透過透過口碑 管理模組104提供該用户端14選擇性 其中’該口碑管理系統10之該管理模組刚除了提供 —，14選擇性管理口碑資料之外，該管理模組刚更進 Y提供用戶端14之f判端針對其複數個使用者端分別 次設定不同的權限’以選擇性提供該等使用者端閱覽口碑 二料此外’料使用者端亦可組成具有相同權限之使用 群Μ或具有不同權限之單—使用者。例如，屬於同一個 201243756 =二戶端可以組成相同權限的使用者模組。再者，該 供用戶端所的/理貝端更可標記口碑資料之保密層級，並提 碑資料。等使用者端依照所屬的權限選擇性讀取口 二該口碑管理系統10之處理分析触1〇6還進一步 性Γ類貝科分類為口碑正負分類、口碑部門分類與口碑屬 口碑正負分類更包含正面口碑、負面口碑、中 二:ΓΓ碑之至少其一。如此，用戶端14可藉由包 :上步擬定行銷計晝或進行危機處理。而該口碑 =貝7應分類至用戶端14所指定針對σ碑内容所屬 的二t:使:者端可以快速地得知與㈣ 類係根:::資需求，屬性分 分類至用, 選擇性地將口碑資料對應 用〜4所自訂的口碑類別。而該用戶端Μ所自 =口碑類別係可自由彈性地添加與修改，用 =類別。例如’用戶端14可以將口碑資料分類為廣= 關與rm牌相關等。 、 、、再者’上述_字組除具有複數騎字外，亦 H用戶端14自訂或，、統預設的預警瞻字1在處 1 斤tr/06進行處理分析口碑資料之後，提供警訊給用戶 ，14。例如’預警關鍵字可以是「品質差」或「態 等。除了透過處理分析模組腸在進行處理分析口^資料」 201243756 之後提供警訊給用戶端14，於另一實施例中，處理分析模 組106亦可即時地將負面口碑的口碑資料直接提供用戶端 14以達到預警的效果。 而管理模組104亦進一步提供用戶端14針對口碑資料 之回應進行稽核，並選擇性主動地回應口碑資料至該等伺 服端16之至少其一。舉例來說，用戶端14在閱讀負面口 碑之後，用戶端14可直接進行回應，並以快速地回應關於 消費者抱怨與不滿的負面口碑’進而完成危機處理。此外， 用戶端14之管理員端可根據口碑f料選擇性指派該等使用 者端之任其-針對口碑資料進行回應，且f理員端可透過 管理104模組追蹤口碑資料之回應的狀態。該管理模組刚 亦提供用戶端14針對口碑資料進行反向追縱，其中反向追 蹤係用以追蹤口碑資料所對應之標題、相關的標題 者與追隨者之至少其-。另外，所述反向追蹤更進—步尸 註發文者與追隨者是否料指標發言者或惡意發言者。* 次此外’管理模組HM更進一步提供用戶端M儲存 貝料於精華區或標示口碑資料的重要程度。而該管 步細戶端丨4新增或衫賴物飼服 器广’其中該等伺服器16的每—者至少對應一 1: 外，管理模組刚亦進-步提供用戶端刚一:此 ;該=匯出係用以提供可編寫或唯讀的檔案或:劉 =!如，將口碑麵理於—個文繼網頁 ： 表格的方式呈現口碑資料。 並以 由於口碑管理的牽涉複雜分工和多方考量的因素，為 201243756 有效達到用戶14内部口碑管理應用，管理員端可設定不 同的使用者群組或相關權限的功能，以提高分配口碑回應 和處理工作的效率。 M W个货咧貫施例之使用者端登入口碑管 理系統之頁面示意圖。使用者端可以透過頁面3〇輸入帳 戶畨碼與驗證碼，用以登入口碑管理系統丨〇。 參考第4圖，係本發明實施例之設定各使用者端的使 用者群組與相關權限之頁面示意圖。在管理員端登入口碑 官理系、统1〇後，透過頁面31設定使用者端的用戶群组（或 稱使用者群組）、所屬部門、姓名、郵件地址、電話、類型 =權限，其中使用者端的類型可能為禁用、—般用戶或系 ，充用戶的其中之一，且使用者端的相關權限是用以表示使 用者端所能使用的功能，所述功能包括用戶管理、口碑總 覽、口碑分類、回應處理、稽核回文、預警管理、追縱管 理盘機密管理、精華管理、手動新增、口碑備註、日 达與報表匯出等功能。 同時參考第5與第6圖，係本發明實 組官理與使用者群崎增之頁面示意圖。管理員端透^ n"理乡錄时軸，例如修錢肖麵組的名稱或 者刪除使用者群組等，除此之外，管/ 序類別與規範其相關權限。 圓。用參戶考^ 11 Γ係本發明實施例之"碑分類的頁面示意 知Μ透過官理模組1〇4選擇性地對口碑資料進行 201243756 管理，用戶端14可透過頁面34選擇性 分類方式，例如口碑正負分類、口碑部門八^口碑資料的 分類等。另外，於另一個實施例t，管“端^二屬性 使用者群組與各使用者端所對應的口碑分類方以设定各 參考第8圖與第9圖，係本^ 之口碑類別管理愈口碑類別新心百貝㈣之用戶端自訂 可百，、砰類別新增的頁面示意圖。管理員姓 了以透過頁面35管理多個用戶端14自訂之=員知 如修改用戶端1 4白~ > Γ7 & 碑類別，例 Η自訂之口碑類別等名稱或者删除用戶端 36新增口碑類別，其：广夕’官理員端亦可透過頁面 序類別。碑類別，吕理貝端亦可命名口碑類別的名稱與排 口碑:二=機可二為各使用者端的權限不同，而將某些 、销為機讀南的口碑資料。該 依照層級區隔口碑資料 系、，先10可 _用時，二:=== 實施例之的用戶•碑資料的= 碑資料選擇進行備:上 華區等功能。者用⑼ 疋、反向追縱與加入精 1^ 14選擇對口碑資料進行保密層級設 ^ 有—個頁面38跳出，使得用戶端14確認是否將 此口碑資料列為機密的口碑資料。 β At網路的發達對於企業帶來更多的挑戰，因為「危機」 I月匕曰出現在任何時間或任何地方。若能在第-時間掌控 機則可此避免釀成更大的品牌災害。透過口碑管理系 12 201243756 統ίο長期監控網路環境’能夠讓管理人員掌握到「 鍵字」，及早發現並及時解決，阻止企業危機的成形。。 ，參照第η圖與第12圖，係本發明所提供的設 呂關鍵字與預警頁面的頁面示意圖1戶端14可以透過頁 =39設定自訂的預警關鍵字’當搜尋模組⑽找到對庫預 s關鍵字的口碑#料時，口碑管理系統ω會透過電子郵件 :用戶端14提供警訊。接著，用戶端14可以透過電子 ，連結或文件劉覽頁面40。頁面4〇依照預警關鍵字出現了 夕個置頂的π碑資料，這些口碑資料皆具有預警關鍵字。 當口碑資料進行有效地分類之後，好端14即可採取 ^動處理。管理員端可針對口碑資料是否需要回應進行任 矛心派當使用者端接收取作任務時，管理員端可 時利用π碑管”統1G進行稽核管理，並且設定口碑管理 ^统10在回應處理發佈的24小時後，主動通知是否成功 处仃該口碑處理工作。利用系統化的口碑管理系統10，將 能有效解決口碑處理的眾多管理問題。 請參照第13圖，係本發明實施例之用戶端對口碑 進行回應稽核的示意圖。首先，用戶端14的管理員端在頁 =41對口碑資料進行部門分類，並指派回應任務給所屬部 1的使用者端。使用者端會針對口碑資料直接回應於該等 端16的至少其中之—。接著，管理員端會在頁面42 稽核使用端所回應的内容。 網路口碑擁有如此龐大的影響力還有一個重要原因， 因為口碑有累積回應意見的可能，一則網路口碑透過眾多 13 201243756 \. 的回應而累積它的影響力。口碑意見的累積會產生強大的 能量，讓一個品牌商品一夕爆紅，或者讓一個品牌商品一 夕生變。此外，不同於平面或電子媒體的新聞，網路口碑 只要未經移除就會一直存在於網路空間，網友可以隨時隨 地再對口碑進行新的回應，舊話題可能因此再度引起討 . 論。為了掌握重要口碑或有疑慮的口碑之後的發展情況， • 口碑管理系統ίο更提供反向追蹤功能，其可針對特定的口 碑資料之議題進行追蹤標題與發文者，以有效掌握口碑蔓 延概況與惡意攻擊者的動態與最新狀況。 請參考第14圖，係本發明實施例之用戶端對口碑資料 進行反向追縱的示意圖。用戶端14的管理員端在頁面43 選擇對口碑資料進行反向追蹤功能，當口碑資料的反向追 蹤功能被選選擇時，口碑管理系統10會提供頁面44給用 戶端14。接著，用戶端14可以在頁面44選擇對口碑資料 所對應之標題與發文者的的其中之一進行反向追蹤功能。 此外，口碑管理系統10亦提供儲存口碑的資料功能，可供 - 使用者端將重要的口碑資料或精選的口碑資料儲存於精華 區内。除此之外，用戶端14之各部門的使用者端可依權限 瀏覽或分享，方便於會議進行討論，也可成為用戶端14教 育訓練的輔助資源。 請參考第15圖，係本發明實施例之用戶端於精華區内 瀏覽與管理口碑資料的示意圖。當用戶端14選擇進入精華 區内，口碑管理系統10會提供頁面45給用戶端14，頁面 45將儲存於精華區内的口碑資料提供給用戶端14瀏覽，除 14 201243756 ^之外’頁面45還提供了多個功能選項（例如， 進行屬性分類與進行反向追縱等）給用戶端“進行 手動新增該等伺服器16是針對特殊需求之用戶端Μ 所設計的功能。如遇特殊類型網站，管理員端 新增該等伺服器16的功能，Μ隼並 】用手動 鬼集/、他種類的口碑資料。例 國外網站或產品拍賣類網站等至該_ 網站搜尋符合關鍵字組的口碑資料。 二 貝' 等们=!^6圖，係本㈣實施例之用戶财動新增該 示意圖。在頁面46中，有-個新增口碑的 供給用戶端14選擇，此新增口碑的選項可以讓用戶 知14手動新增該等飼服器16。當用戶端μ選擇· =項後’會跳出頁面47，頁面47的各欄位可以讓用曰 源㈣、來源頻道、網址、時間、標題與内容等。 透過口碑管理⑽10,好端14可以自 的口碑資料整理為完整報表，而不必再以專宰委 關或媒體代理商進行。[_減七寻錢託廣告公 n 匯出之網路口碑管理報表，栌宏炊斗γ 係區分為可編寫與不可編寫兩種格式，n格^ 讀與統計分析。 很14閱 進考第17一圖’係本發明實施例之用戶端對口碑資料 仃報表匯出的示意圖。頁面48有—個報表匯出的選項可 201243756 以供用戶端14選擇，此報表匯出的選項可以用以將口碑資 料進行報表匯出。當用戶端14選擇報表匯出的選項後，口 碑資料係可匯出成一個試算表格式的報表49。 與習知技術相較，本發明提供的口碑管理系統係可系 統化蒐集網路上的口碑資料，且能提供完整的該等口碑資 . 料給用戶端。此外，所述口碑管理系統亦能提供用戶端預 、 警，並使得用戶端之對應部門的使用者端可以快速地對負 面口碑的口碑資料作進一步的危機處理。 本發明在上文中已以較佳實施例揭露，然熟習本項技 術者應理解的是，該實施例僅用於描繪本發明，而不應解 讀為限制本發明之範圍。應注意的是，舉凡與該實施例等 效之變化與置換，均應設為涵蓋於本發明之範疇内。因此， 本發明之保護範圍當以下文之申請專利範圍所界定者為 準。 【圖式簡單說明】 : 第1圖係本發明實施例之口碑管理系統的系統方塊圖； ； 第2圖係本發明實施例之口碑管理系統對口碑資料進 行管理的流程圖； 第3圖係本發明實施例之使用者端登入口碑管理系統 之頁面示意圖； 第4圖係本發明實施例之設定各使用者端的使用者群 組與相關權限之頁面示意圖； 第5圖係本發明實施例之使用者群組管理之頁面示意 16 201243756 第6圖 圖； 係本發明實_之使用者群組新增之頁面示意 第7圖係本發明實施例之口碑分類 不 ，發明實施例之用戶端自訂之口碑類別管=面第 意圖； 第9圖係本發明實施例之用戶媳 尸鳊自5丁之口碑類別新增 之頁面示意圖； 第H)圖係本發明實施例之用戶端對口碑資料的保密層 級進行設定的示意圖； 第11圖係本發明實施例之設定預警關鍵字的頁面示意 圖； 第12圖係本發明實施例之預警頁面示意圖； 第13圖係本發明實施例之用戶端對口碑資料進行回應 稽核的不意圖， 第14圖係本發明實施例之用戶端對口碑資料進行反向 追縱的不意圖， 第15圖係本發明實施例之用戶端於精華區内湖覽與管 理口碑資料的示意圖； 第16圖係本發明實施例之用戶端手動新增該等伺服器 16的示意圖；以及 第17圖係本發明實施例之用戶端對口碑資料進行報表 匯出的示意圖。 17 201243756 主要元件符號說明】 10 口碑管理系統 102 搜尋模組 104 管理模組 106 處理分析模組 12 網際網路 14 用戶端 16 複數個伺服端 30 〜48 頁面 49 試算表格式的報表 18201243756 VI. Description of the Invention: [Technical Field] The present invention relates to a word-of-mouth management system, and in particular to word-of-mouth management for providing a user-selectable Word-of-Mouth (WOM) data. system. u , [Prior Art] With the popularity of the Internet era, the Internet has become the main voice media for consumers. Consumers discuss various issues through various websites and platforms on the Internet, especially The expression of opinions and ideas for the products or services launched by the business owners, and the way they are expressed, gradually form a community. Among them, if the way consumers express is a positive word of mouth, it can have a positive impact on other consumers, and vice versa. Therefore, the business owner or manufacturer has invested a large amount of human resources and resources on the Internet to implement the Internet word-of-mouth operation to achieve a new marketing strategy through the Internet word-of-mouth. - In general, the dissemination of positive word-of-mouth messages or manufacturing topics on the Internet has become a part of today's marketing tools, which are commonly found in various forms on the Internet, such as discussion forums, blogs, product websites, and communities. Website or electronic bulletin board, etc. Among them, there are many users, bloggers or "tales" on the forum. Because of their professional characteristics or detailed reports, they have the influence of leaders. Therefore, the business owners or manufacturers through users, tribes A customer or a person can recommend a product or trial experience on their blog or forum, so that their merchandise can be further marketed by their influence. In addition, 201243756 can also use the experience and feelings provided by netizens in blogs or forums to create a chain reaction and form a broader response. However, the traditional online word of mouth monitoring system first enters the search engine, and after typing the keywords, in the thousands of data URLs, looking for the website or website related to the business owner or the manufacturer, and then looking for one by one - Close the Internet word-of-mouth information, and then use the method of scrapbooking to organize the capital and news into a text file or a spreadsheet. The above-mentioned complicated work must rely on huge manpower and resources, and the use of human resources to sort out and process the analysis of word-of-mouth data, but there is a strong subjective consciousness, unable to effectively achieve consistent standards, and can not effectively Most or even all of the word-of-mouth information is obtained in the road, so that the business owner or the manufacturer cannot know exactly what the actual word of mouth wants to know. SUMMARY OF THE INVENTION To solve the above problems, the present invention provides a word-of-mouth management system that connects a client having a plurality of departments and a plurality of servers through an Internet. The word-of-mouth management system includes a search module, a management module, and a processing module. The search module searches for word-of-mouth data that matches the keyword group from the servers based on the keyword group. The management module provides client-side selective management of word of mouth data. The processing analysis module processes and analyzes the word-of-mouth data, and provides the user with the word-of-mouth data processed and analyzed. In another embodiment, the present invention provides a word-of-mouth management system, and the management module further provides that the administrator side of the user side separately sets different rights for the plurality of user terminals to selectively provide the Wait until 201243756 to read the word-of-mouth information. Use of the same authority: 2, these user terminals can also be composed and the client side of the administrator = Wei Zhidan - user. The user end belongs to the user terminals;; the security level of Zhaobei Beike, and provides information. Select & Download the word of mouth according to the permissions of the user: In fact: the present invention provides a word-of-mouth management system, word-of-mouth 2 = classify word-of-mouth information into at least one word-of-mouth classification, monument, neutral word-of-mouth and irrelevant word-of-mouth- . ^碑...分分 According to word of mouth #料分类 to user-defined for word-of-mouth=: Select Hi(four) monument attribute classification based on the content attribute of word-of-mouth data, select:::data corresponding classification to user-defined word-of-mouth category . The keyword group towel, the invention provides a word-of-mouth management system, word, and after the processing of the word-of-mouth information is processed by the user or the system preset warning key alarm. Provided in the embodiment, the present invention provides a word-of-mouth management, and the 〆 and Lüli modules further provide ',,' and select _^2 monument (4) _ audit, and at least (4) money and other server-side at least - user The administrator of the end can be based on the word-of-mouth user's information on the word-of-mouth information, the door-to-door information, the singularity of the singularity of the word-of-mouth information, and the administrator can manage the other In the embodiment, the present invention provides a word-of-mouth management system, and the management module provides a user-side backtracking for word-of-mouth data. The back tracking is to track the title corresponding to the word-of-mouth data, related titles, At least one of the issuer and the follower. In addition, the backtracking further indicates whether the creator and the follower are indicators speakers or malicious speakers. ^ In another embodiment, the present invention The system provides a word-of-mouth management system, and the management module further provides the user to store the word-of-mouth information in the essence area or mark the importance of the word-of-mouth data. In addition, the management module further provides the user to add or specify the searched. And the server, wherein the server corresponds to at least one webpage. In addition, the management module further provides a client-side report remittance, and the report remittance is used to provide a file that can be written or read only or browsed online. Compared with the prior art, the word-of-mouth management system provided by the present invention can systematically collect word-of-mouth information on the network, and can provide complete such word-of-mouth information to the client. In addition, the word-of-mouth management system can also provide a client. The early warning, and the user end of the corresponding department of the user end can quickly carry out further crisis management on the word-of-mouth information of the negative word-of-mouth. [Embodiment] In order to fully understand the purpose, features and effects of the present invention, DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will be described in detail with reference to the accompanying drawings, and the description will be as follows: A block diagram of a word-of-mouth management system according to an embodiment of the present invention. In Figure 1, the word-of-mouth management system 10 is connected to the client terminal m through the Internet 12 201243756 2, the user terminal! It is a product of a plurality of papers 16. The system ^ includes a search module 1Q2, _==; the word-of-mouth management (10). The user terminal 14 is further packaged, and the mountain 1〇4 corresponds to the processing analysis module-user end User 2: End and evening user, each end includes - to =: two = 'user's at least - user side. The latter knows and belongs to the customer service department;:: Cheng 2 map ': The word-of-mouth management system of the embodiment of the invention performs the management of the network to: the monument: the inner=S20'·^ the total processing system 10, and after login, sets the keyword with the plural keyword in the interface Group; next step, the system =__ word group in the server server, through the search module 1 〇 2 search for the keyword group; step S24, through the word-of-mouth management system iq processing two points of the word The material is processed and analyzed, and the word-of-mouth data is used to process the analyzed user's end; The word-of-mouth management module 104 provides the user terminal 14 with the option that the management module of the word-of-mouth management system 10 has just provided the information, and the management module has just entered the Y-providing client. The 14th judgment end sets different permissions for the plurality of user terminals respectively to selectively provide the user-side reading word-of-mouth. In addition, the material user terminal may also constitute a use group having the same authority or have Single-users with different permissions. For example, belong to the same 201243756 = two users can form the same user module. Moreover, the user's/Beibei end can mark the confidentiality level of the word-of-mouth data and extract the monument information. The user end selects the port according to the permission of the user. The processing of the word-of-mouth management system 10 is analyzed. The touch is further classified as the word-of-mouth classification, the word-of-mouth department classification, and the word-of-mouth word-of-mouth classification. Positive word of mouth, negative word of mouth, and two: one of the monuments. In this way, the client 14 can formulate a marketing plan or perform crisis processing by using the package: And the word-of-mouth=Bei 7 should be classified to the two ts specified by the user terminal 14 for the content of the σ monument: so that the actor can quickly learn and (4) the genre::: capital requirements, attributes are classified to use, select Sexually apply the word-of-mouth information to the word-of-mouth category that is customized to 4. The user's own word-of-mouth category is freely and flexibly added and modified, using the = category. For example, the client 14 can classify word-of-mouth information as wide=off and rm-related. In addition to the above-mentioned _-word group, in addition to the plural riding characters, the H-user 14 is also customized, and the pre-set warning word 1 is processed and analyzed for word-of-mouth information at 1 kg tr/06. Alert to the user, 14. For example, the 'warning keyword can be "poor quality" or "state. In addition to processing the analysis port by processing the analysis module, the data is sent to the client 14 after 201243756. In another embodiment, the processing analysis is performed. The module 106 can also directly provide the word-of-mouth information of the negative word-of-mouth to the user terminal 14 to achieve the effect of early warning. The management module 104 further provides the client 14 to audit the response of the word-of-mouth data and selectively and actively respond to the word-of-mouth data to at least one of the server terminals 16. For example, after the client 14 reads the negative reputation, the client 14 can respond directly and respond quickly with a negative word-of-mouth regarding consumer complaints and dissatisfaction. In addition, the administrator end of the client 14 can selectively assign the user terminals according to the word-of-mouth material to respond to the word-of-mouth information, and the manager can track the status of the response of the word-of-mouth data through the management 104 module. . The management module also provides the client 14 for reverse tracking of the word-of-mouth data, wherein the reverse tracking is used to track the title corresponding to the word-of-mouth material, and at least the associated title and follower. In addition, the reverse tracking is further step-by-step. Note whether the creator and the follower are metric speakers or malicious speakers. * In addition, the management module HM further provides the importance of the user M to store the materials in the elite area or to mark the word-of-mouth information. And the management step module 新增 4 new or the 赖 物 饲 ' ' 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 其中 管理 管理 管理 管理 管理 管理 管理 管理 管理 管理 管理 管理: This; the = remittance is used to provide a file that can be written or read only: or Liu =! For example, the word-of-mouth is used in a text-based form: the form of the form of word-of-mouth information. And due to the complex division of labor and multi-party considerations due to word-of-mouth management, 201243756 effectively achieves user 14 internal word-of-mouth management application, and the administrator can set different user groups or related permissions to improve the distribution of word-of-mouth response and processing. The efficiency of the work. A schematic diagram of the page of the user-side entry management system of the M W product. The user can enter the account weight and verification code through page 3 to enter the portal management system. Referring to FIG. 4, it is a schematic diagram of a page for setting a user group and related rights of each user end according to an embodiment of the present invention. After the administrator enters the portal system and the system, the user group (or user group), the department, the name, the email address, the phone number, and the type=permission of the user end are set through the page 31, wherein the user The type of the end may be disabled, the general user or the system, one of the users, and the relevant permissions of the user end are used to indicate the functions that the user can use, including user management, word of mouth overview, word of mouth classification. , response processing, auditing palindrome, early warning management, tracking management disk confidentiality management, elite management, manual addition, word-of-mouth remarks, Japan and report remittance. At the same time, referring to the fifth and sixth figures, it is a schematic diagram of the page of the official group and the user group of the present invention. The administrator listens to the timeline of the hometown, such as the name of the repaired Xiaobian group or deletes the user group. In addition, the manager/order category and the relevant permissions are regulated. circle. Using the reference test, the page of the inscription of the embodiment of the present invention indicates that the word-of-mouth data is selectively managed by the government module 1〇4, and the user terminal 14 can selectively classify through the page 34. Ways such as the classification of word-of-mouth and the classification of word-of-mouth information. In addition, in another embodiment t, the word "end" attribute user group and each user end corresponding to the word-of-mouth classification side to set each reference picture 8 and figure 9, the word name category management The word-of-mouth category Xinxin Baibei (4) user-side customizable hundred, 砰 category added page diagram. The administrator's last name is to manage multiple users through the page 35 14 custom = member knows to modify the client 1 4 white ~ > Γ 7 & the type of the monument, the name of the customized word-of-mouth category, or the deletion of the user-side 36 new word-of-mouth category, which: the Guangxi's official staff can also be through the page order category. The monument category, Lu Libei The name of the word-of-mouth category and the word-of-mouth can also be named: two = machine two can be different for each user's authority, and some will be sold as machine-readable southern word-of-mouth information. According to the hierarchical word-of-mouth information system, first 10 can be used, two: === User of the example • The data of the monument = The data of the monument is selected for preparation: functions such as Shanghua District. Those who use (9) 疋, reverse chase and join fine 1^ 14 choose pair Word-of-mouth information for confidentiality level setting ^ There is a page 38 popping up, making the user 14 to confirm whether this information will be word of mouth reputation as confidential information. Β At the developed networks for enterprises to bring more challenges, as I said months dagger appear at any time or any place "crisis." If you can control the machine at the first time, you can avoid a bigger brand disaster. Through the word-of-mouth management system, the long-term monitoring of the network environment can enable managers to grasp the "keywords", find them early and solve them in time to prevent the formation of corporate crisis. . Referring to FIG. 11 and FIG. 12, the page of the setting keyword and warning page provided by the present invention is shown in FIG. 1 . The terminal 14 can set a customized warning keyword through the page=39 when the search module (10) finds the pair. When the library pre-s keyword is used, the word-of-mouth management system ω will provide an alert via the email: the client 14. Next, the client 14 can access the web page 40 via an electronic, link or file. On page 4, the π monument data of the top of the night appears according to the warning keyword. These word-of-mouth materials all have early warning keywords. After the word-of-mouth data is effectively classified, the good end 14 can be processed. The administrator can respond to the word-of-mouth information whether it needs to respond. When the user receives the task, the administrator can use the π 管 ” 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 After 24 hours of processing, it is actively notified whether the word-of-mouth processing is successful. With the systematic word-of-mouth management system 10, many management problems of word-of-mouth processing can be effectively solved. Referring to Figure 13, it is an embodiment of the present invention. The user end responds to the word-of-mouth audit. First, the administrator of the client 14 classifies the word-of-mouth information on page=41, and assigns a response task to the user of the owning department 1. The user side will target the word-of-mouth information. Directly responding to at least one of the terminals 16. Then, the administrator will audit the content of the user's response on page 42. There is another important reason for Internet word-of-mouth to have such a huge influence, because word-of-mouth has a cumulative response. The possibility of opinion, one Internet word of mouth accumulated its influence through the response of many 13 201243756 \. The accumulation of word-of-mouth opinions Produce powerful energy, make a brand of goods burst into red, or let a brand of goods change overnight. In addition, unlike the news of flat or electronic media, Internet word of mouth will remain in cyberspace as long as it has not been removed. Netizens can respond to word-of-mouth anytime and anywhere, and the old topic may be re-introduced. In order to grasp the development after important word-of-mouth or doubtful word-of-mouth, • Word-of-mouth management system ίο provides reverse tracking function. The title and the creator can be tracked for the topic of specific word-of-mouth data, so as to effectively grasp the dynamics and latest situation of the word-of-mouth spread profile and the malicious attacker. Please refer to FIG. 14 for the user side to reverse the word-of-mouth information in the embodiment of the present invention. A schematic diagram of the tracking. The administrator of the client 14 selects the backtracking function for the word-of-mouth data on page 43. When the backtracking function of the word-of-mouth data is selected, the word-of-mouth management system 10 provides the page 44 to the client. 14. Next, the client 14 can select the title corresponding to the word-of-mouth material on page 44 with the sender's One of them performs the reverse tracking function. In addition, the word-of-mouth management system 10 also provides a function for storing word-of-mouth information, which allows the user to store important word-of-mouth information or selected word-of-mouth data in the elite area. The user end of each department of the user terminal 14 can be browsed or shared according to the rights, which is convenient for the discussion of the conference, and can also be an auxiliary resource for the education and training of the user terminal 14. Referring to Figure 15, the user terminal of the embodiment of the present invention is A schematic diagram of browsing and managing word-of-mouth information in the elite area. When the user terminal 14 selects to enter the elite area, the word-of-mouth management system 10 provides a page 45 to the client terminal 14, and the page 45 provides the word-of-mouth information stored in the elite area to the client terminal 14. Browse, in addition to 14 201243756 ^ 'Page 45 also provides a number of functional options (for example, attribute classification and reverse tracking, etc.) to the client "to manually add these servers 16 is for special needs User-side Μ Designed features. In the case of a special type of website, the administrator adds the functions of the server 16, and uses the manual ghost collection/the type of word-of-mouth information. For example, foreign websites or product auction websites wait until the _ website searches for word-of-mouth information that matches the keyword group. The two bills 'etc.=!^6 diagrams are added to the user account of the embodiment (IV). In page 46, there is a new word-of-mouth provisioning client 14 selection, which adds an option to the user to manually add the feeders 16 manually. When the user terminal μ selects the == item, the page 47 will pop up. The fields of the page 47 can be used for the source (four), the source channel, the web address, the time, the title, and the content. Through word-of-mouth management (10)10, Good End 14 can organize the word-of-mouth information into a complete report without having to go through a special commission or media agency. [_ 减 寻 寻 寻 寻 广告 广告 n n 网路 网路 网路 网路 网路 网路 网路 网路 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网 网A very good example is the user-to-word-of-mouth information of the embodiment of the present invention. On page 48, there is an option to export the report to 201243756 for the user to select 14. The option exported by this report can be used to export the word-of-mouth data. When the client 14 selects the option for the report to be exported, the word-of-mouth data can be exported to a spreadsheet 49 in a spreadsheet format. Compared with the prior art, the word-of-mouth management system provided by the present invention can systematically collect word-of-mouth information on the network, and can provide complete such word-of-mouth information to the user. In addition, the word-of-mouth management system can also provide user-pre-warning and alerting, and enable the user side of the corresponding department of the user terminal to quickly perform further crisis management on the word-of-mouth information of the negative word-of-mouth. The invention has been described above in terms of the preferred embodiments thereof, and it is understood by those skilled in the art that the present invention is not intended to limit the scope of the invention. It should be noted that variations and permutations that are equivalent to the embodiments are intended to be within the scope of the present invention. Therefore, the scope of the invention is defined by the scope of the following claims. BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a system block diagram of a word-of-mouth management system according to an embodiment of the present invention; FIG. 2 is a flow chart for managing word-of-mouth data by a word-of-mouth management system according to an embodiment of the present invention; FIG. 4 is a schematic diagram of a page for setting a user group and related rights of each user end according to an embodiment of the present invention; FIG. 5 is a schematic diagram of a page for setting a user group and related rights of each user end according to an embodiment of the present invention; User group management page indication 16 201243756 Figure 6; The user group of the present invention is added to the page diagram 7 is a classification of the word of the embodiment of the present invention, the user terminal of the embodiment of the invention The word of the word-of-mouth category is the same as that of the word-of-mouth; the figure 9 is a new page of the word-of-mouth category of the user's body in the embodiment of the present invention; the H) is the user-to-word-of-mouth information of the embodiment of the present invention FIG. 11 is a schematic diagram of a page for setting an alert keyword according to an embodiment of the present invention; FIG. 12 is a schematic diagram of an alert page according to an embodiment of the present invention; 3 is a schematic diagram of the user end responding to the word-of-mouth data in the embodiment of the present invention. FIG. 14 is a schematic diagram of the user terminal in the embodiment of the present invention for reverse tracking of the word-of-mouth information, and FIG. 15 is an implementation of the present invention. A schematic diagram of a client browsing and managing word-of-mouth data in an elite area; FIG. 16 is a schematic diagram of a user terminal manually adding the servers 16 in the embodiment of the present invention; and FIG. 17 is a user of an embodiment of the present invention. A schematic diagram of the report remittance of the word-of-mouth information. 17 201243756 Main component symbol description] 10 Word of mouth management system 102 Search module 104 Management module 106 Processing analysis module 12 Internet 14 Client 16 Multiple servos 30 ~ 48 Page 49 Trial spreadsheet report 18