JP2002007674A - Question/answer system and question/answer processing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a question/answer (Q/A) system and a Q/A processing method, with which real opinions can be acquired. SOLUTION: A Q and A database 14 holds question data from clients A and B, answer data from an answerer C and the disclosure possibility information of these data. The written data are displayed by accessing the Q and A database 14 from the terminal of a user. Corresponding to this access, a data processing means 13 transmits the question and answer data contributed by the requesting client himself as they are among the question and answer data stored in the Q and A database 14 and transmits question and answer data contributed by the other client only when the disclosure possibility information of that question enables disclosure. When the client is to contribute the question, disclosure possibility information is simultaneously written. Thus, it can be successively designated whether the other client can refer to the question and answer data or not.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an inquiry / answer system and an inquiry / answer processing method, and more particularly to an inquiry / answer system and an inquiry / answer processing method for an inquiry and an answer comprising a plurality of customers and respondents. .

[0002]

2. Description of the Related Art Conventionally, an inquiry / answer system and an inquiry / answer processing method are applied to, for example, a Q & A system. This Q & A system is a system configured using a network such as the Internet, in which a user of a certain product inquires a sales company about a usage method and the like, and Q & A is executed so as to obtain an answer.

FIGS. 14 and 15 show an example of a conventional Q & A system, which is an example of a screen displayed on a user terminal of a customer. In FIG. 14, the respondent C answers the question sent by the customer A. In this way, each customer can post his own question and see the answer. FIG. 15 is another example, in which a plurality of customers can freely write a question, and any customer can freely refer to their own question, another customer's question, and the answer to them without distinction. .

[0004] Using the above Q & A system, a product manufacturer or sales company elicits free opinions of customers.
By referring to the result of such a questionnaire, it is possible to take new product development or sales measures that are more received by customers.

[0005] Inventive example 1 of the prior application which is similar in technical field to the present invention
Japanese Patent Application Laid-Open No. H10-154182 discloses an "inquiry answering method and system". The present invention application example 1
"A method and system for answering inquiries that can always refer to the latest correspondence between inquiries and answers and provide appropriate answers to users even for new inquiries that were not anticipated before the service was implemented. provide."
("Problem" in Abstract).

[0006]

However, the conventional Q & A system has the following problems. First, the method of the system in FIG. 14 cannot refer to the question and answer data posted by other customers. For this reason, the knowledge of the obtained product is limited to the questions asked by the company. In the method of FIG. 15, all the questions and answers can be referred to from other customers. For this reason, there is a problem that a question including information that is desired to be kept secret cannot be issued within the company.

[0007] It is an object of the present invention to provide an inquiry / answer system and an inquiry / answer processing method that enable acquisition of true opinions.

[0008]

In order to achieve the above object, an inquiry / answer system according to the first aspect of the present invention provides a question data from a customer, a reply data from a respondent, and whether the answer data can be disclosed. A Q & A database holding information, a user terminal having a function of accessing the Q & A database and displaying data written in the Q & A database, and question and answer data stored in the Q & A database for access. Of the questions, the question and the answer data posted by the requesting customer are sent as is, and the questions and the answer data posted by other customers are sent only when the information about whether the question can be published is available. Processing means, so that when a customer posts a question, Accordingly, it is characterized in that the other customer can be designated whether it can see the question and answer data.

[0009] Further, the contents of the above-mentioned publishing permission / prohibition information can be designated as a hold when the customer writes, and the hold can be changed to a publishable or unpublishable later. Has a function of accessing a Q & A database via the Q & A database and writing a question post to the Q & A database, and a function of displaying a question and answer post written to the Q & A database. Stores the question data from the customer and the answer data from the respondents in order, and discloses the question and answer contents, the title of the question and answer, the identification information of the user who wrote the information, and the question to other customers. It is also preferable to hold attributes such as disclosure permission information as to whether or not to do so and the date and time when the question / answer was written.

According to a fifth aspect of the present invention, there is provided an inquiry / response processing method, wherein question and answer data from a customer, answer data from a respondent, and information on whether or not the answer data can be disclosed are determined by Q & A.
A data holding process for building and holding in the A database, and Q
A data display step of accessing the & A database and displaying the data written in the Q & A database on the user's terminal, and the requesting customer submits the question and answer data stored in the Q & A database in response to the access. The question and the answer data sent as it is, and the question and the answer data posted by other customers are transmitted only when the information about whether the question can be made public or unpublishable is included in the data processing step. When a question is posted, the disclosure permission / non-permission information is also written at the same time, so that it is possible to designate whether or not another customer can refer to the question and the answer data.

[0011] Further, the contents of the publishing permission of the publishing permission / prohibition information can be designated by the customer when writing, and can be changed to allow or disclose the holding at a later time. Has a function of accessing a Q & A database via the Internet, writing a question post to the Q & A database, and displaying a question and answer post written to the Q & A database. The question data from the respondents and the answer data from the respondents are stored in order, and the contents of the question and the answer, the title of the question / answer, the identification information of the user who wrote the information, and whether or not to disclose the question to other customers It is also preferable to hold such attributes as the availability information and the date and time when the question / answer was written.

[0012]

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a block diagram showing an embodiment of an inquiry / answer system and an inquiry / answer processing method according to the present invention; FIG. 1 to FIG. 13 show an embodiment of an inquiry / answer system and an inquiry / answer processing method of the present invention.

(Embodiment) Referring to FIG. 1, an embodiment of an inquiry / answer system according to the present invention comprises a user terminal 10 and another user terminal 11, a respondent terminal 12, a Q & A
It comprises a database 14, data processing means 13 for writing / reading / filtering data to / from the Q & A database, and a communication network 15 such as the Internet for interconnecting these.

User terminal 10 and other user terminals 11
Is an information device such as a personal computer. The user terminal 10 accesses the Q & A database 14 via the communication network 15 and
It has a function to write a post of a question to the. In addition, it has a function of displaying posts of questions and answers written in the Q & A database 14.

The respondent terminal 12 is an information device such as a personal computer. The respondent terminal 12 has a function of accessing the Q & A database 14 via the communication network 15 and displaying questions and answers written in the Q & A database 14. In addition, it has a function of writing the answer to the question in the Q & A database 14.

The Q & A database 14 stores question data from customers and response data from respondents in order. Along with the contents of the question and the answer, the title of the question and the answer, the identification information of the user who wrote the information, whether or not the question can be disclosed to other customers,
It also holds attributes such as the date and time when the answer was written.

The data processing means 13 is an information device such as a server computer. The data processing means 13 has a Q & A
It has a function of transmitting question and answer data stored in the database 14 to the communication network 15 for display on the requested terminal through the communication network 15. At this time, of the question and answer data stored in the Q & A database 14, the question posted by the requesting customer and the answer data are transmitted as they are, and the question posted by other customers and the answer data are transmitted. It is transmitted only when the disclosure permission information of the question is disclosure permission.

In the inquiry / answer system configured as described above, the customer A uses the user terminal 10 to write the posting of a question and the disclosure availability of the question in the Q & A database 14. On the other hand, the respondent C refers to the questions in the Q & A database 14 using the respondent terminal 12 and writes the answer to each question in the Q & A database 14.

The customer A, the customer B, the other customer, and the respondent specify, via the communication network 15 and the data processing means 13, the posting of the question and the answer, and the designation of whether the question may be disclosed to other customers besides the customer. Information to be published
It can be written in the Q & A database 14 and can refer to the posting of questions and answers written in the Q & A database.

Note that the customer A uses the user terminal 10 and writes the customer A written in the Q & A database 14.
You can see the questions you posted and the answers to them. However, the question posted by another customer and the answer to the question can be referred to only when the data processing means 13 can disclose the question.

(Operation Example) Next, the operation of this embodiment will be described in detail. FIG. 2 to FIG. 13 are configuration examples of the screen display used in this operation example. FIG. 2 is a screen example of the user terminal 10 of the customer A. On this screen, a plurality of questions and answer data in the Q & A database 14 are displayed in order. In this example, a title 20 of the question and the answer, a name 21 for identifying the sender, and release permission information 22 indicating whether or not to release the question are displayed. It is also possible to select a corresponding question or answer from this screen and display the detailed contents 23 of the question and answer. Further, when posting a question, the customer A inputs post information 24 including the title of the question and information about whether the question can be made public, together with the text of the question. In the Q & A database 14, these posted contents and the identification information of the sender are written.

FIG. 3 is an example of a screen of the user terminal 10 of the customer A when the customer A posts a question and the respondent C posts an answer to the question. In FIG. 3, a customer A posts a question 30, and thereafter, a respondent C writes an answer 31 to the question. The availability information of question 30 is
The customer A specifies that the publication is permitted. At this time, when the customer B refers to the Q & A database 14 as another customer, a screen as shown in FIG. 4 is displayed on the screen of the user terminal 11. Customer A question 30
Can be disclosed, so that the customer B can also refer to it.

Next, following the question 30 in FIG.
Will post a question 33. In FIG.
Customer A has written question 33 and answer 35 to it. The disclosure availability information of question 33 is
It is designated as publishing prohibition 34. At this time, a screen as shown in FIG. 6 is displayed on the user terminal screen 11 of the customer B. That is, since question 33 cannot be disclosed,
Customer B cannot see it.

Next, it is assumed that, following the above state, the customer B posts the question 36 and makes the disclosure permission information open. A screen as shown in FIG. 7 is displayed on the user terminal 10 of the customer A. That is, since the question 36 can be disclosed, the customer A can also refer to it. At this time, a screen as shown in FIG. 8 is displayed on the user terminal 11 of the customer B.
In addition, all questions and answer data in the Q & A database are displayed on the answerer terminal 12 of the answerer C, as shown in FIG.

In the above description, it is assumed that the customer is an individual. However, the same applies to a case where the customer A is a corporation, has a plurality of user terminals as the customer A, and a plurality of users within the customer A use this inquiry / answer method. That is, the user in the customer A can unconditionally refer to the questions and answers posted by himself or other users in the customer A. However, questions and answers posted by users in other customers can be referred to only when the information about whether or not the question can be disclosed can be disclosed.

In the above-described embodiment, the customer and the respondent send the inquiry and the reply posting via the network to the Q & A.
This is an inquiry / answer method that can be written and referred to in the A database. Under this condition, a plurality of customers can specify whether or not to publish their posted questions to other customers while referring to one Q & A database.

According to the above embodiment, the disclosure permission / inhibition information can be designated for each question. Therefore, when posting a question, the customer can post a question that he or she does not want to disclose only within the company without informing other customers. it can. In addition, questions that can be disclosed to other customers can be referred to by other customers by designating that disclosure is permitted as the disclosure availability information. For this reason, confidentiality and openness of information are achieved at the same time, which is mutually beneficial to customers.

(Other Embodiment) Next, a second embodiment of the present invention will be described in detail. A second embodiment of the present invention
This is different from the first embodiment in that when a customer writes a question in the Q & A database, hold can be designated as disclosure permission / inhibition information. The operation of the second embodiment will be described below.

In FIG. 10, when sending a question 40, the customer A designates a hold 41 as the disclosure availability information.
FIG. 10 is a screen example of the user terminal 10 of the customer A at this time. In FIG. 10, the question for which the disclosure permission / inhibition information is suspended is displayed by separating the question whose disclosure permission / inhibition is determined by using a dividing line 42. At this time, the screen of the user terminal 11 of the customer B is displayed as shown in FIG. In the display of FIG. 11, the question 40 which is on hold in FIG. 10 is not displayed.

Thereafter, when the customer A changes the disclosure permission information of the question 40 to the disclosure permission 43, the user terminal 10 of the customer A
FIG. 12 shows an example of this screen. In FIG. 12, the question 40 is displayed at the end of the question for which disclosure permission has been determined. FIG. 13 shows the screen of the user terminal 11 of the customer B at this time. The question 40 that has been made public is also displayed.

As described above, since the hold can be designated as the disclosure permission information, a question can be posted even if it is not possible to determine whether the disclosure is possible at the time of posting the question. Further, even in the case of the customer A, even if the questioner and the person who determines whether the disclosure is possible are different persons, the questioner may post only the question, hold the disclosure availability information, and write the disclosure availability later.

The above embodiment is an example of a preferred embodiment of the present invention. However, it is not limited to this.
Various modifications can be made without departing from the spirit of the present invention.

[0033]

As is clear from the above description, the inquiry / answer system and the inquiry / answer processing method of the present invention use question data from a customer, answer data from a respondent, and information on whether or not these data can be disclosed. Hold, Q & A
It has a function of accessing the database and displaying the data written in the Q & A database. In response to the access, of the question and answer data stored in the Q & A database, the question posted by the requesting customer and its answer Data is sent as it is, and questions posted by other customers and their answer data are sent only if the question availability information is open. In this way, when a customer posts a question, By writing the availability information at the same time, it is possible to specify whether or not other customers can refer to the question and answer data.

Therefore, a hold can be designated as the disclosure availability information, and a question can be posted even if it is not possible to determine whether or not the disclosure is possible at the time of posting the question. In addition, the questioner can post only the question, hold the disclosure availability information, and write the disclosure availability later.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an embodiment of an inquiry / answer system according to the present invention.

FIG. 2 is a screen example of a user terminal 10 of a customer A;

FIG. 3 is an example of a terminal screen of a customer A when a customer A posts a question and a respondent C posts an answer to the question.

FIG. 4 is an example of a terminal screen of a customer B;

FIG. 5 is an example of a terminal screen of a customer A;

FIG. 6 is an example of a terminal screen of a customer B;

FIG. 7 is an example of a terminal screen of a customer A;

FIG. 8 is an example of a terminal screen of a customer B;

FIG. 9 is an example of a terminal screen of a respondent C;

FIG. 10 is an example of a terminal screen of a customer A;

FIG. 11 is an example of a terminal screen of a customer B;

FIG. 12 is an example of a terminal screen of a customer A;

FIG. 13 is an example of a terminal screen of a customer B;

FIG. 14 is an example of a conventional terminal screen of a customer A;

FIG. 15 is an example of a conventional customer terminal screen.

[Explanation of symbols]

 10, 11 user terminal 12 respondent terminal 13 data processing means 14 Q & A database 15 communication network 20 title of question and answer 21 name for identifying sender 22 disclosure availability information indicating whether or not to open question 23 question and answer Details 24 Post information 30, 33, 36 Questions 31, 35 Answers 32 Available 34 Not available

Claims (8)

[Claims] 1. A Q & A database holding question data from a customer, answer data from a respondent, and information on whether or not the answer data can be disclosed, and accessing the Q & A database and writing to the Q & A database. A user terminal having a function of displaying data, and in response to the access, of the question and answer data stored in the Q & A database, the question and answer data posted by the requesting customer themselves are transmitted as they are, For a question posted by another customer and its answer data, the data processing means for transmitting only when the publishability information of the question is publishable, and when the customer posts a question, publishability information Can also specify whether other customers can refer to the question and answer data. Inquiry and answer system characterized by the following. 2. The content of the disclosure availability of the disclosure availability information,
2. The inquiry / answer system according to claim 1, wherein a hold can be designated when the customer writes, and the hold can be changed to open or non-open at a later time. 3. The user terminal accesses the Q & A database via a predetermined network,
3. The inquiry / response according to claim 1 or 2, further comprising a function of writing a question posting to the A database and a function of displaying a question and answer posting written to the Q & A database. system. 4. The Q & A database stores question data from a customer and response data from a respondent in an ordered manner, together with the contents of the question and the response, the title of the question / answer, and the identification information of the user who wrote the data. The inquiry according to any one of claims 1 to 3, wherein information on whether or not to publish the question to other customers, and attributes such as the date and time when the question / answer was written are also held.・ An answer system. 5. Question data from a customer, response data from a respondent, and information on whether the response data can be disclosed or not
A data holding step of constructing and holding in the & A database; a data display step of accessing the Q & A database and displaying the data written in the Q & A database at a user terminal; and storing the data in the Q & A database in response to the access. Of the questions and answer data that have been sent, the questions and their answer data posted by the requesting customer themselves are sent as is, and for questions and their answer data posted by other customers, the publishability information of the question is And a data processing step of transmitting only when the disclosure is permitted.When the customer posts a question, the disclosure / non-release information is also written at the same time to specify whether or not another customer can refer to the question and answer data. An inquiry / answer processing method characterized by being made possible. 6. The disclosure permission / prohibition information of the disclosure permission / prohibition information includes:
6. The inquiry / answer processing method according to claim 5, wherein a hold can be designated when the customer writes, and the hold can be changed to public or non-public at a later time. 7. The user terminal accesses the Q & A database via a predetermined network, and
Write a question post in the & A database and
6. A function for displaying a post of a question and an answer written in the & A database.
Or the inquiry / answer processing method described in 6. 8. The Q & A database stores question data from a customer and response data from a respondent in an ordered manner, together with the contents of the question and the response, the title of the question and the response, and identification information of the user who wrote the data. 8. The inquiry according to claim 5, wherein the information about whether or not the question is disclosed to other customers, and attributes such as the date and time when the question / answer is written are also held. -Answer processing method.