JP2001229181A - Information distributing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve the operation efficiency of an answerer who answers an inquiry, to shorten the time up to the solution of an arising problem by a user, and to prevent a problem from arising. SOLUTION: Property information on a past inquiry history, an FAQ history, answerers, and users is referred to and a proper answerer, a user, and an adequate countermeasure method are extracted from a new inquiry.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a means for inquiring a respondent of a solution to a problem when the user has a problem, a means for the respondent to reply to the user with a solution to the problem, Regarding information distribution methods in a network system in which the respondent provided at least one of means for the respondent to present a solution to the problem to an unspecified number of users, particularly, inquiries from the user to the respondent The history of the problem and the method of dealing with the problem, the history of the problem presented by the respondents to the unspecified number of users, the history of the method of dealing with the problem, and the respondent who transmitted and received at least one or more of the above information And a related file in which the attribute information of the user is associated with each other, and a condition file in which conditions for the values described in the file are described. And relates to a network system comprising a means for distributing the appropriate information to any of the respondents, or the user corresponds to the case satisfies the condition file.

[0002]

2. Description of the Related Art When a person does not know how to deal with a problem that has occurred, he or she takes an action to make an inquiry to a person who is likely to know. At present, with the development of networks, humans can instantly make inquiries to persons who know / will know how to cope using telephone, fax, intra / mail on the Internet, and the like. is there. For example, a help desk system that receives inquiries and complaints about its products, which is provided as part of customer service in companies, and intra / internet homepages (hereinafter referred to as HP
Services).

FIG. 2 shows a schematic image diagram of a conventional help desk system, and the help desk system used in the present invention will be described.

A user who actually uses a product first makes an inquiry to a help desk using a network means such as a telephone. At the help desk, operators who do not have specialized knowledge of the product respond. The operator uses the manual or his / her own knowledge to present a coping method for the inquiry to the user, and requests an appropriate department for a coping method.

[0005] In addition, if the contents are frequently inquired and there is a problem that is important to the majority of users and a solution to the problem, a common inquiry is made to a place where an unspecified number of users can browse. Questionnaire (FA)
Q: F requenty A sked Q uestio
n).

[0006]

In the conventional help desk system, the following problems exist in this case.

(1) As the size and complexity of the help desk system increase, the number of problems increases, and a large number of inquiries are made to the respondents. In addition, there are many similar inquiries, and the respondent must answer the same inquiry many times, and cannot respond to another different inquiry.

[0008] (2) Since it is not known who knows the coping method, it takes a long time before a request is made from a requested department to another department and an inquiry is made to an appropriate department. As a result, it takes time for the user's problem to be resolved.

(3) Since the information that can be dealt with cannot be used effectively thereafter, a similar problem occurs similarly, and the same response may be repeated many times.

Therefore, there is a tool that stores the contents of an inquiry from a user as a history, analyzes the contents of the inquiry using a natural language processing technique, and visualizes and displays what kind of inquiry exists and how much. As a result of analysis, frequently asked questions FAQ
By presenting it to a place where many unspecified users can view it, the problem that the same inquiry is flooded with respondents is solved.

However, this tool is an analysis tool, and it is up to a human to determine which query should be created for an inquiry using the result of the analysis tool, and what kind of FAQ should be created. Yes, with some experience and knowledge.

[0012]

SUMMARY OF THE INVENTION According to the present invention, a history of a problem when a user makes an inquiry to a respondent and a method of coping with the problem, the problem presented by the respondent to an unspecified number of users, and the like. A history of a method of coping with the problem and a related file in which attribute information of the respondent and the user who transmitted and received the information of at least one or more contents are stored in a storage device, and (1) further described in the related file The storage device stores a condition file in which a condition for a value of a description part of the query problem and the solution to the problem is described, and the problem in the query and the solution to the problem correspond to the condition of the related file and the condition file. When satisfied, instructions to the respondent to present the problem and how to deal with the problem to an unspecified number of users, and the content to be presented The above problem is solved by providing a means for outputting one or more of the above via an output device.

(2) Further, a condition file in which a condition for a value included in a description part of the query described in the related file is stored in a storage device, and a problem in a user's query is stored in the storage device. When the condition of the condition file is satisfied, either a candidate of a respondent to whom the contents of the problem should be transmitted to the corresponding user, or an instruction to refer to a history of a problem already presented and a coping method for the problem. The above problem is solved by providing a means for outputting one or more via an output device.

(3) Further, a condition file in which conditions for values of attribute information of the respondent or user described in the related file are stored in a storage device, and any one of the respondent or the user is stored. When there is a change in the content of the attribute information, the corresponding respondents or users will be given instructions on how to deal with the problem, and an unspecified number of users will be presented with instructions on how to deal with the problem and how to deal with the problem, and the content to be presented. The above problem is solved by providing a means for outputting one or more of the above via an output device.

(4) Further, a condition file in which a description part of the inquiry problem described in the related file and a method of coping with the problem and a condition for a value of attribute information are described is stored in a storage device. If there is work that can be determined to have a problem that may occur in the future, the relevant respondents or users should be provided with related means to output the contents via an output device, and the above-mentioned problems can be solved. Solve.

[0016]

DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below in detail with reference to the drawings.

According to the present invention, a help desk system for receiving inquiries and complaints from users regarding their products provided by a company as part of customer service, and information distribution using HP provided on intra / internet inside and outside the company Service is assumed. For example, in the case of a help desk system, if a problem occurs for a user who is using the product, an inquiry is made to the counter using a telephone or e-mail, etc., and an operator at the counter responds to the inquiry or from there to a related department. The contents of the inquiry are requested, and the related department directly responds to the inquiry of the user.

In the HP provided on the intranet within the company, the general affairs department, the network management department, and the like introduce the contents of the work of each department, and further disclose the location of procedural documents managed by each department. , Contact information, etc. are presented. Employees make inquiries about what they think to be the department in charge based on this information when there is a problem that may not be understood in the work of another department or a problem occurs.

In the help desk and the HP service, the FAQ is created for a large number of inquiries, so that the task of repeatedly giving the same answer to the same inquiry at the help desk can be reduced, and the content of another different content can be reduced. Make sure you have enough time for your queries.

According to the present invention, in the above service, when the user has a problem, the present invention inquires a respondent of a solution to the problem,
Information in a network system in which the respondent provided at least one of a means for responding to the user with a solution to the problem and a means for the respondent to present the solution to the problem to the unspecified number of users. Regarding the distribution method, in particular, the history of the problem and the method of dealing with the problem when the user makes an inquiry to the respondent, the history of the problem presented by the respondent to the unspecified number of users and the history of the method of dealing with the problem, Relevant files that respectively associate the attribute information of the respondent and the user who transmitted and received the information of at least one or more of the above, and a condition file in which a condition for a value described in the file is stored in a storage device, A network having means for distributing appropriate information to either a respondent or a user who meets the conditions of the condition file. On over-click system.

FIG. 3 is a schematic diagram of a network system with an information distribution method according to an embodiment of the present invention. On the network, an unspecified number of users or respondents connect to the network, and by using this network, it is possible to use the network system with the information distribution method according to the present invention. The user or the respondent transmits the contents of the inquiry about the problem, the answer to the inquiry and the FAQ, and receives the transmitted information using an electronic mail system on the network. An electronic mail system on this network is already known.

In FIG. 1, a user or a respondent inputs an inquiry about a problem or an answer or an FAQ to the inquiry via an input device 3 and, based on the data structure, an inquiry history 201, an FAQ history 202, an answerer / user attribute. An input data management unit that determines an appropriate database of the information file 203 and the condition file 204, stores data input in each item of the database, and outputs to the data analysis unit that the corresponding database has been changed. 101.

Next, the inquiry history 201, FA
Q history 202, respondent / user attribute information file 20
3. In one of the databases of the condition file 204, a morphological analysis is performed using the word dictionary 205 to extract keywords, the results are stored in respective data items of the related information file 206, and the condition file 204 is referred to. If an item that satisfies is present in the related information file 206, the data analysis unit 102 performs processing according to the processing content described in the condition file, and outputs the result to the distribution information file 207.

Further, the data distribution unit 103 for transmitting the contents described in the distribution information file to the transmission destination is stored in the central processing unit 1 as a program.

The inquiry history 201 and FAQ history 20
2. Respondent / user attribute information file 203, condition file 204, word file 205, related information file 2
06, the distribution information file 207 is stored in the storage device 2.

The input data management unit 101 allows a user or a respondent to input an inquiry about a problem or an answer or an FAQ to the inquiry via the input device 3, and obtain an inquiry history 201, an FAQ history 202,
Determine the appropriate database of the respondent / user attribute information file 203 or the condition file 204, store the input data in each item of the database, and output to the data analysis unit that the corresponding database has been changed I do.

The data analysis unit 102 performs a morphological analysis using the word dictionary 205 in one of the database of the changed inquiry history 201, FAQ history 202, respondent / user attribute information file 203, and condition file 204. The keyword is extracted, the result is stored in each data item of the related information file 206, and the condition file 204 is referred to. If an item satisfying the condition exists in the related information file 206, the item is described in the condition file. The processing is performed according to the contents of the processing, and the result is output to the distribution information file 207.

The data distribution unit 103 transmits the contents described in the distribution information file to the destination.

FIGS. 4 to 8 show examples of input and output screens of the present device displayed on the output device 4. FIG.

FIG. 4 shows a first example of a screen. On a displayable area 401 displayed on the output device 4, an area 4011 for designating a transmission destination of the input data as an area for the user or the respondent to input an inquiry about the problem or an answer or FAQ to the inquiry, After transmission, an area 4012 for designating where the result is to be transmitted, and an area 4 for designating whether the input data is a query or a response to the query.
013, an area 4014 for inputting an inquiry for a problem or an answer or FAQ to the inquiry, and an area 4015 for instructing transmission of the described content after data input.

In FIG. 4, the user says, "I could not download the documents from the general affairs homepage because I wanted to take the procedure for changing the commuting route because I moved and the commuting route changed." This is a result of transmitting a “query” of the content to the “general affairs section of the general affairs department” and inputting a screen for transmitting the answer to the “submitted person”.

FIG. 5 shows a second example of the screen. On the displayable area 402 displayed on the output device 4, the user or the respondent serves as an area for receiving an inquiry about a problem or an answer or an FAQ to the inquiry, and data to whom the received data was sent. Area 4021 displaying who transmitted the received data, area 4022 displaying who transmitted the received data, area 4023 displaying whether the received data is an inquiry request or an answer to the inquiry, an inquiry for a problem or an inquiry for the inquiry. Area 4024 displaying answers and FAQs, and
It comprises an area 4025 in which the user or the respondent instructs to receive data first.

In FIG. 5, the “General Affairs Department, General Affairs Division” says, “We moved, and the commuting route changed. This is the result of "reception" of a "request for answer to an inquiry" from the user "Part 1 Hitachi Taro".

FIG. 6 shows a third example of the screen. FIG. 6 has the same configuration as FIG. 4, except that the “General Affairs Department, General Affairs Division” responds to the user “Part 1 Hitachi Taro” as “Answer to the inquiry” to “Mr. After contacting the management, it seems that the reason why the commuting route change application document cannot be downloaded now is because the server is down. Please wait for a while as the recovery work is being performed. " is there.

FIG. 7 shows a fourth example of the screen. FIG. 7 has the same configuration as that of FIG. 5 except that the information management section asks “2.
0 items have been sent to General Affairs. The general affairs has sent out 20 responses saying "I can not do it because the server is downloading." Create a FAQ soon and make it available to all departments. This is the result of receiving a “FAQ creation request for inquiry” content from the “network system”.

FIG. 8 shows a fifth example of the screen. FIG. 8 shows FIG.
The configuration is the same as the above, except that the "information management department" responds to the "FAQ bulletin board"
"The following documents cannot be downloaded because the server is currently down.

This is the result of the screen input of "(1) commuting route change document (2) address change document".

FIG. 9 shows an overall processing flow of the present apparatus. The operation of the present apparatus will be described with reference to FIG.

First, the input management unit 101 is in a standby state until some information is transmitted from a user or a respondent (step 101).

Further, in the input management unit 101, a user or a respondent inputs an inquiry about a problem or an answer or FAQ to the inquiry via the input device 3, and obtains an inquiry history 201 and an FAQ history 20 from the data structure.
2. An appropriate database is determined from the respondent / user attribute information file 203 and the condition file 204, and the input data is stored in each item of the database (step 102).

Next, in the data analysis unit 102, the changed inquiry history 201, FAQ history 202,
In one of the databases of the user attribute information file 203 and the condition file 204, a morphological analysis is performed using the word dictionary 205 to extract keywords, and the results are stored in respective data items of the related information file 206 (step 103).

Further, referring to the condition file 204, if an item satisfying the condition exists in the related information file 206, the process is performed according to the processing content described in the condition file, and the result is stored in the distribution information file 207. Output (Step 104).

Further, the data distribution unit 103 transmits the contents described in the distribution information file to the transmission destination (step 105).

FIG. 10 is a data configuration diagram of the inquiry history 201.

The query history 201 has a plurality of data items 2
011, 2012, 2013, 2014, 2015, 2
016 is a storage unit composed of a plurality of records. One record is composed of data items of “number”, “date”, “sender”, “destination”, “mail type”, and “content”.

For example, in FIG. 10, the "number" is "000".
"1", "Date" is "990801", "Sender" is "Hitachi Taro Part 1", "Destination" is "General Affairs Division, General Affairs Department", and "Mail Type" is "Inquiry". "Content" was "Moving and my commuting route changed, so I wanted to take the procedure for changing my commuting route and couldn't download it if I wanted to download the documents from the general affairs homepage." It is shown that.

FIG. 11 is a diagram showing the data structure of the FAQ history 202.

The FAQ history 202 includes a plurality of data items 2
021, 2022, 2023, 2024, 2025, 2
026 is a storage unit composed of a plurality of records. One record is composed of data items of “number”, “date”, “sender”, “subject”, “frequently asked question”, and “answer”.

For example, in FIG. 11, the "number" is "000".
"1", "Date" is "990802", "Sender" is "Information Management Department", "Target" is "All Employees", and "Frequently Asked Questions" is "Download General Affairs Documents". No, and the answer is "The server is down now, so the following documents cannot be downloaded. (1) Commuting route change document (2) Address change document" I have.

FIG. 12 is a data configuration diagram of the respondent / user attribute information file 203.

Respondent / user attribute information file 203
Represents a plurality of data items 2031, 2032, 2033,
This is one storage unit composed of a plurality of records composed of 2034 and 2035. One record is
It is composed of data items of “department”, “section”, “group”, “member”, and “business contents”.

For example, in FIG. 12, "Department" is "General Affairs", "Department" is "General Affairs", "Group" is "Welfare", "Department", "Department", "Group". Is job information in a company. In addition, the "members" of that position include "Ichiro Kotohira" and "Kazuko Yamada"
This indicates that these “business contents” in the job system include businesses such as “commuting route”, “address change”, and “company house application”.

FIG. 13 is a data configuration diagram of the related information file 206.

The related information file 206 includes a plurality of data items 2061, 2062, 2063, 2064, and 206.
This is one storage unit composed of a plurality of records of records composed of 5, 2066. One record is composed of data items of “FAQ sender”, “FAQ contents”, “inquiry user”, “inquiry contents”, “answer user”, and “number of cases”.

For example, in FIG. 13, the “FAQ sender” is “information management”, and the “FAQ contents” include the keywords “server down, download not possible, documents, commuting route change, address change”. However, the FAQ is that the "inquiry user" includes "Hitachi Taro" and the "inquiry content" is "cannot download, commute route change, documents"
As a result, there are "23" inquiries containing the keyword "number of cases", indicating that the inquiry was created and transmitted as an FAQ.

FIG. 14 is a data structure diagram of the condition file 204.

The condition file 204 is a storage unit composed of a plurality of records composed of a plurality of data items 2041, 2042, 2043, 2044, and 2045. One record is composed of data items of “data reference item”, “condition”, “value”, “transmission destination”, and “transmission content”.

For example, in FIG. 14, when "the number of data reference items is equal to or more than 20" in the related file, the "destination" is set to "the department whose business is the contents of the inquiry".
In response to this, it indicates that "a FAQ draft is created from related keywords and an instruction to send an FAQ" is sent as the "send content".

FIG. 15 is a data configuration diagram of the distribution information file 207.

The distribution information file 207 is one storage unit composed of a plurality of records composed of a plurality of data items 2071 and 2072. One record is
It is composed of data items of “transmission destination” and “transmission contents”.

For example, in FIG. 15, the “destination” is “information management department” and the “transmission content” is “server down, so that the documents for general affairs cannot be downloaded.
Let's give AQ. "Is sent.

The word file 205 is a file necessary for extracting a keyword from a sentence in the morphological analysis processing.

However, since the word file 205 and the morphological analysis processing are already known, the data structure and method thereof will not be particularly described.

FIG. 16 is a processing flowchart of the input data management unit 101. The operation of the input data management unit 101 of the present apparatus will be described with reference to FIG.

First, the apparatus is in a standby state until some information is transmitted from the user or the respondent (step 1011).

Next, the user or the respondent inputs an inquiry about the problem or an answer or FAQ to the inquiry via the input device 3, and obtains an inquiry history 201, an FAQ history 202, a respondent / user attribute information file from the data structure. 203, Determine an appropriate database of the condition file 204 (step 1012).

Next, the input data is stored in each item of the database (step 1013).

Further, the changed database name and the changed portion are output to the data analyzer 102 (step 1).
014).

FIG. 17 is a processing flowchart of the data analysis unit 102. Referring to FIG. 17, data analysis unit 10
Operation 2 will be described.

First, the name of the changed database and the location of the change are input from the input data management unit 101 (step 1021).

Next, referring to the word dictionary 205, a morphological analysis process is performed on the changed portion of the database that has been changed, a keyword representing the content of the query is extracted, and the result is stored in each data item of the related information file 206. (Step 1022).

Since the process of performing a morphological analysis process to extract a keyword from a sentence and further specifying a keyword representing the content of an inquiry from the sentence is known, the method is not particularly described here.

Further, referring to the condition file 204, if an item satisfying the condition exists in the related information file 206, the process is performed in accordance with the processing content described in the condition file 206, and the result is transmitted to the distribution information file 207. (Step 1023).

For example, the condition file 204 describes that if the number of inquiries is 20 or more, an FAQ instruction is output to the business manager. If this condition is met, for example, if an employee cannot download documents on the commute route from the employee, the administrator of the document on the commute route will be contacted for general affairs. Since the information department corresponds to the business manager, an instruction to create a FAQ is sent to the information department.

In the condition file 204, the FA
If the Q column and the contents of the inquiry are similar to the contents of the inquiry to be transmitted from now on, an appropriate inquiry destination is delivered to the user who intends to transmit the inquiry.

In the condition file 204, the FA
If the Q column and the contents of the inquiry are similar to the business contents, an e-mail with the contents instructing the business manager to take measures to prevent the same problem from occurring is delivered.

FIG. 18 is a processing flowchart of the data distribution unit 103. Referring to FIG. 18, data distribution unit 10
Operation 3 will be described.

The contents described in the distribution information file are transmitted to the transmission destination (step 1031).

Then, an instruction to wait for input is output to the input data management unit (step 1032).

As described above, according to the present invention, a respondent can send information to an unspecified number of users as an FAQ in advance for a large number of inquiries based on the received FAQ presentation instruction and the FAQ proposal. Present. Therefore, it is possible to reduce the number of similar inquiries coming directly to the respondents, and to improve the efficiency as a help desk.

Further, according to the present invention, the user makes an inquiry to an appropriate respondent based on the received appropriate inquiry destination. Therefore, it is possible to reduce the time until the problem is solved.

Further, according to the present invention, the respondent responds to the cause of the problem so that the problem does not occur by receiving the notification that the similar problem may occur. Therefore, it is possible to prevent the occurrence of a problem in advance, and it is possible to reduce the possibility that the user is hindered in the original business.

[0083]

According to the present invention, the respondent receives the received FA
Information is presented to an unspecified number of users in advance as an FAQ in response to a large number of inquiries based on a Q presentation instruction and an FAQ proposal. Therefore, it is possible to reduce the number of similar inquiries coming directly to the respondents, and to improve the efficiency as a help desk.

According to the present invention, the user makes an inquiry to an appropriate respondent based on the received appropriate inquiry destination. Therefore, it is possible to reduce the time until the problem is solved.

Further, according to the present invention, the respondent responds to the cause of the problem so as not to cause the problem by receiving that the similar problem may occur. Therefore, it is possible to prevent the occurrence of a problem in advance, and it is possible to reduce the possibility that the user is hindered in the original business.

[Brief description of the drawings]

FIG. 1 is a configuration diagram of a network system with an information distribution method.

FIG. 2 is a schematic image diagram of a conventional help desk system.

FIG. 3 is a schematic diagram of the present invention.

FIG. 4 is a diagram showing a first example of a screen according to the present invention.

FIG. 5 is a diagram showing a screen example 2 of the present invention.

FIG. 6 is a diagram showing a screen example 3 of the present invention.

FIG. 7 is a diagram showing a fourth screen example of the present invention.

FIG. 8 is a diagram showing a fifth screen example of the present invention.

FIG. 9 is an overall flowchart of the present invention.

FIG. 10 is a data configuration diagram of an inquiry history 201.

FIG. 11 is a data configuration diagram of an FAQ file 202.

FIG. 12 is a data configuration diagram of an attribute information file 203.

FIG. 13 is a data configuration diagram of a related information file 206.

FIG. 14 is a data configuration diagram of a condition file 204.

FIG. 15 is a data configuration diagram of a distribution information file 207.

FIG. 16 is a processing flowchart of an input data management unit.

FIG. 17 is a processing flowchart of a data analysis unit.

FIG. 18 is a processing flowchart of a data distribution unit.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Central processing unit, 2 ... Storage device, 3 ... Input device, 4 ...
Output device, 101 input data management unit, 102 data analysis unit, 103 data distribution unit, 201 inquiry history,
202: FAQ history, 203: Respondent / user attribute information file, 204: Condition file, 205: Word dictionary,
206: related information file, 207: distribution information file, 401: screen example 1, 4011, 4031, 40
51... Area for designating a destination of input data, 40
12, 4032, 4052 ... an area for specifying where the result is to be transmitted, 4013, 4033, 4053 ... an area for specifying whether the input data is a query or a response to the query, 4014, 4034, 40
54 ... Area for inputting an inquiry for a problem or an answer or FAQ to the inquiry, 4015/4035 /
4055: Area for instructing to transmit the described contents after data input, 402 ... Screen example 2, 4021
4041: an area for displaying to whom the received data was sent, 4022, 4042
… An area that shows who sent the received data,
4023/4043: area indicating whether the received data is a query request or a response to the query;
4024/4044: area displaying the inquiry to the problem or the answer or FAQ to the inquiry, 402
5, 4045: Area where the user or respondent instructs to receive data first, 403: Screen example 3, 404 ... Screen example 4, 405 ... Screen example 5, 2
011, 2012, 2013, 2014, 2015, 2
016: Data items constituting one record of the inquiry history 201, 2021, 2022, 2023, 2024.2
025 ・ 2026: Data items constituting one record of FAQ history 202, 2031 ・ 2032 ・ 2033.2
034.2035... Data items constituting one record of the attribute information 203, 2041, 2042, 2043, and 20
44, 2045: data items constituting one record of the condition file 204, 2061, 2062, 2063, and 2
064 ・ 2065 ・ 2066 ... related information file 206
Data items constituting one record of
2. Data items constituting one record of the distribution information file 207.

Continuing on the front page (72) Inventor Hisao Mase 1099 Ozenji Temple, Aso-ku, Kawasaki City, Kanagawa Prefecture Inside the Hitachi, Ltd.System Development Laboratory Co., Ltd. F-term (reference) in Electronic Service Co., Ltd.

Claims (7)

[Claims] 1. A history of contents of a problem and a method of coping with the problem when a user makes an inquiry to a respondent,
A storage device that stores a history of a problem presented by the respondent to an unspecified number of users and a method of coping with the problem, and a database describing attribute information of the respondent and the user who transmitted and received the information of at least one or more of the above-described contents. Hold on to
An information distribution method in a network system for transmitting and receiving information of at least one or more contents input by a respondent or a user via an input device over a network, comprising: The history of the problem and the method of dealing with the problem, the history of the problem presented by the respondents to the unspecified number of users, the history of the method of dealing with the problem, and the respondent who transmitted and received at least one or more of the above information And a related file in which the attribute information of the user is associated with each other, and a condition file in which a condition for a value of a description part of a problem and a method of coping with the problem described in the file is stored in a storage device. When the problem and the solution to the problem satisfy the conditions of the related file and the condition file Information distribution, characterized by instructing a respondent to present a problem and how to cope with the problem to an unspecified number of users, and outputting one or more of the presented contents via an output device. Method. 2. A history of a content of a problem and a method of coping with the problem when a user makes an inquiry to a respondent,
A storage device that stores a history of a problem presented by the respondent to an unspecified number of users and a method of coping with the problem, and a database describing attribute information of the respondent and the user who transmitted and received the information of at least one or more of the above-described contents. Hold on to
An information distribution method in a network system for transmitting and receiving information of at least one or more contents input by a respondent or a user via an input device on a network, wherein the related file and a description in the file are provided. A condition file in which a condition for a value included in the description part of the entered query is described is stored in a storage device, and when the content of the problem in the user's inquiry satisfies the conditions of the related file and the condition file, the corresponding user is Outputs, via an output device, at least one of a candidate of a respondent to whom the content of the problem is to be transmitted, or an instruction for referring to a history of a problem already presented and a coping method for the problem. Information distribution method to be. 3. A history of the contents of a problem and a method of coping with the problem when a user makes an inquiry to a respondent,
A storage device that stores a history of a problem presented by the respondent to an unspecified number of users and a method of coping with the problem, and a database describing attribute information of the respondent and the user who transmitted and received the information of at least one or more of the above-described contents. Hold on to
An information distribution method in a network system for transmitting and receiving information of at least one or more contents input by a respondent or a user via an input device on a network, wherein the related file and a description in the file are provided. A condition file that describes conditions for the values of the attribute information of the respondent or the user is stored in the storage device, and when the content of the attribute information of either the respondent or the user is changed, the corresponding answer is changed. Output to a user or a user an instruction to present a solution to the problem and an unspecified number of users to present the problem and a solution to the problem, and at least one of the contents to be presented via the output device. An information distribution method characterized by the following. 4. A history of contents of a problem and a method of coping with the problem when a user makes an inquiry to a respondent,
A storage device that stores a history of a problem presented by the respondent to an unspecified number of users and a method of coping with the problem, and a database describing attribute information of the respondent and the user who transmitted and received the information of at least one or more of the above-described contents. Hold on to
An information distribution method in a network system for transmitting and receiving information of at least one or more contents input by a respondent or a user via an input device on a network, wherein the related file and a description in the file are provided. In the storage device, a description file describing the problem of the query and the method of coping with the problem and the condition file in which the condition for the value of the attribute information is described are stored, and after that, it is possible to determine that there is a possibility that some problem may occur. In some cases, an information distribution method characterized in that the content is output to an appropriate respondent or user via an output device. 5. The information distribution method according to claim 1, wherein one of a respondent and a user modifies, deletes, and adds the contents of the condition of the condition file via an input device. An information distribution method comprising providing possible means. 6. A computer-readable recording medium in which a means for distributing information according to claim 1 is recorded. 7. A network system for distributing information according to any one of claims 1 to 5.