JP2002007887A - System for coping with inquiry, and program recording medium therefor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make a question open to the public by using a network, and inform a questioner of a reply prepared by a knowledgeable person not related directly to an organization/party receiving the question. SOLUTION: This inquiry system 10 is provided with a question receiving HP(home page. HP hereafter) 11 for receiving questions to be held, a questioner DB(database. DB hereafter) 12 for holding an address and a reply history of the questioner 2, a question classifying processing part 13 for classifying the questions into first class questions and second class questions, a content-of- question opening HP 14 for holding the second class question, and a reply input mail box 15 for holding the reply for the second class question prepared by a knowledgeable person 4 via the Internet 3 referring to the content opening HP and the reply for the first class question prepared by the reply person-in- charge 19.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an inquiry handling system and a program recording medium therefor, and more particularly to an inquiry handling system in which an expert on a network not directly related to the organization or organization receiving the inquiry confirms the contents of the inquiry and answers the inquiry. And its program recording medium.

[0002]

2. Description of the Related Art In a conventional inquiry handling system, since there is a stereotype that a person who answers a question is a person related to an organization or a group that has received a question, the contents of the question must be disclosed to other than the organization or a group. I could not imagine.

For example, according to Japanese Patent Application Laid-Open No. Hei 10-140883, by separating a question reception desk from an organization / organization of an inquiry destination, personal information of a questioner is not transmitted to the organization / organization of the inquiry destination. Inquiries from organizations / organizations that are contacted by the organization are integrated into one. However, in principle, it is premised that the organizations / organizations of each contact are directly in charge of answering the questions.

[0004]

As described above, the conventional inquiry handling method has the following problems since the answer to the question is made by the person in charge at the organization or group of the inquiry destination. I have.

[0005] The first problem is that when the amount of questions increases and exceeds the processing capacity in an organization, it is difficult to respond quickly without lowering the quality of answers. The reason is that the human resources within the organization are limited.

The second problem is that it may be difficult to give an appropriate answer to a question that is not directly related to the organization. The reason is that there is often no human resource in an organization that can respond to such a question.

[0007] An object of the present invention is to improve the above-mentioned drawbacks, to open a question using a network, and to answer a question created by an expert on a network that is not directly related to the organization or organization that received the question. And a program recording medium therefor.

[0008]

An inquiry handling system according to the present invention is a query handling system for responding to a question sent from a questioner to an arbitrary organization or organization via a network.
The questions are divided into a first type of question answered by a person in charge of responding within the organization / organization and a second type of question answered by an expert outside the organization / organization. A person in charge prepares an answer, and the expert prepares an answer through the network for the second type of question, collects these answers, and has an inquiry system that responds to each question. I do.

[0009] In the inquiry handling method of the present invention,
The inquiry system is a question reception homepage that receives and retains a question, a questioner database that retains a questioner's address and an answer history, and classifies the question into the first type of question and the second type of question. A question distribution processing unit,
A question content public homepage holding the second type of question, and the answer to the second type question created by the expert referring to the question content public homepage via the network and the respondent created the answer. An answer input mailbox for holding an answer to the first type of question.

Further, in the inquiry handling system of the present invention, the inquiry system includes a mail server for responding to the inquirer and the expert via a network, an inquirer information table including the inquirer name and its address, and the contents of the inquiry. A DB server having a question table, an answer table including answer contents and evaluation thereof, and a respondent information table including answerer names and addresses thereof, registering or authenticating the questioner, accepting the question, confirming the answer to the question, A screen for a questioner who receives the satisfaction level, a screen for an expert who registers or authenticates the expert as a respondent, presents the question, presents the past answer situation at the request of the respondent, and receives an answer to the question, Certify the person in charge of sorting to the first type of question and the second type of question, and present the content of the question. A screen for the person in charge of assigning the type of the respondent, and authenticating the respondent to the first type of question, presenting the question, presenting the past answer status at the request of the respondent, and providing an answer to the question And a Web server having a screen for the person in charge to receive.

Further, in the inquiry handling system of the present invention, a question code and a question content are presented to the expert and the answering person, and personal information of the questioner including the name and address of the questioner is not presented. And

Further, in the inquiry handling method according to the present invention, the questioner is presented with the contents of the answer together with the contents of the question of the questioner, and is not presented with the respondent's personal information including the name and address of the respondent. Features.

[0013] The program recording medium of the inquiry handling system of the present invention is a program recording medium of the inquiry handling system which responds to a question sent from a questioner to an arbitrary organization or group via a network.・
A first type of question answered by a person in charge within the organization and a second type of question answered by an expert outside the organization / group,
The answerer creates an answer for the first type of question,
The expert prepares answers to the second type of questions via the network, collects these answers, and responds to each question.

Further, in the program recording medium of the inquiry handling system of the present invention, a question code and a question content are presented to the expert and the answering person, and personal information of the questioner including the name and address of the questioner is presented. It is characterized by not doing.

Further, in the program recording medium of the inquiry handling system of the present invention, the questioner is presented with the answer contents together with the question contents of the questioner, and the answerer's personal information including the answerer's name and address is displayed. It is not presented.

[0016]

DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will be described below with reference to the drawings.

FIG. 1 is an explanatory diagram showing an embodiment of the present invention. In the figure, an inquiry handling system according to the present invention is a query handling system for responding to a question sent from a questioner 2 to an arbitrary organization / organization 1 via the Internet 3. Party 19
Type 1 questions to be answered and experts 4 outside the organization / organization
Is assigned to the second type of question to be answered, the answerer creates an answer for the first type of question, and the expert creates an answer for the second type of question via the Internet. , An inquiry system 10 that collects these answers and responds to each question.

The above inquiry system 10 is a question reception HP (homepage, hereinafter referred to as HP) for receiving and holding a question.
That. 11) and a questioner DB (database; hereinafter, referred to as DB) holding the address and answer history of the questioner.
12, a question distribution processing unit 13 that divides the question into the first type of question and the second type of question, a question content disclosure HP 14 that holds the second type of question, An answer input mailbox 15 for holding an answer to the second type of question created by referring to the question content disclosure HP via the Internet and an answer to the first type of question created by the answerer .

That is, the above inquiry system 10
A question reception HP 11 that temporarily stores the contents of inquiries from a plurality of interrogators 2 performed via the Internet 3 and the like, personal information 12a such as a mail address of the person who asked the question, a newly accepted question and a question that has occurred in the past. And a questioner DB 12 storing question answer history 12b of the answer and the contents of the newly accepted question are stored in the answering person 19 of the organization.
Also, the question distribution processing unit 13 that distributes the question content to the question content disclosure HP 14 provides a past question and answer history excluding some of the questions distributed under certain conditions and the personal information (reply information) of the questioner who asked the question. Is registered in the question content disclosure HP 14.

Then, an expert on the network which is not directly related to the organization / organization refers to the above-mentioned question content disclosure HP 14 via the Internet or the like and prepares an answer to the question to the organization / organization. By transmitting it to the answer input mailbox 15, it is possible to answer the questioner.

In the inquiry handling method as described above, a certain percentage of questions are disclosed to experts on the network that are not directly related to the organization / organization that received the question, and the experts who responded to the organization / organization By giving benefits such as answer fees, rewards, prizes, special information, etc., experts on the network can answer a few percent of the questions. Labor saving of the person in charge can be achieved. Also, the organization /
Even if the amount of questions processed by the group is exceeded, the questioner can be expected to receive a relatively quick answer.

FIG. 2 is an explanatory diagram showing the configuration of the above inquiry system. In the figure, the inquiry system 10 includes:
A mail server 130 that responds to the questioner and the expert via the Internet, a questioner information table including the name and address of the questioner, a question table including the content of the question, an answer table including the content of the answer and its evaluation, and the name of the respondent And a DB server 110 having a respondent information table including the address thereof, a questioner's screen 121 for registering or authenticating the questioner, accepting the question, confirming the answer to the question, and receiving the degree of satisfaction thereof, A screen 123 for an expert who registers or authenticates as a question, presents a question, presents a past answer status at the request of the respondent, and receives an answer to the question, the question is the first type question and the second type question Question distributor 18
, A screen 124 for the dispatcher who presents the content of the question and inputs the type of the respondent, and authenticates the respondent to the first type of question, presents the question, and presents a past request at the request of the respondent. Web server 12 having answerer screen 122 for presenting an answer situation and receiving an answer to the question
0.

Screen for questioner 121 of Web server 120
Has screens for a questioner, a questioner registration, a questioner authentication, a question reception, an answer confirmation / answer satisfaction input, and is used when the questioner inputs a question.

The screen 123 for an expert includes a menu for an expert, registration of an expert, authentication of an expert, a list of questions, input of a question confirmation / answer, a list of questions and answers, and a question and answer screen.
Used by experts outside the organization to select and confirm questions to answer, and to enter answers.

The sorting staff screen 124 includes a sorting staff menu, a sorting staff authentication, a list of questions, a question confirmation / question sorting screen, for checking input questions and for each question. This is used to make a decision as to whether to have an expert outside the organization provide a response or let a person in charge within the organization respond.

The answerer screen 122 includes answerer menu, answerer authentication, question list, question confirmation / answer input, question / answer list, and question / response detail screens. Is used to select or confirm the question to be answered, or to enter an answer.

The DB server 110 has a questioner information table, a question table, a respondent information table, and an answer table, and a questioner, an expert, a question distributor, and a responder input to the Web server 120. The data to be confirmed is registered and referred to in each table via the Web server cooperation program 140.

The mail server 130 receives a response from an expert outside the organization or a response person in the organization from the DB server 110.
Is entered, the mail server cooperation program 15
Via E.0, a mail is transmitted to inform the questioner that the answer has been made.

FIG. 3 is an explanatory diagram showing the above-mentioned questioner screen.

In FIG. 3A, in the questioner registration, when the questioner asks a question to the inquiry system for the first time, the mailer's name and the mail address are registered when receiving the answer. At the time of registration, a questioner CD and a password are created and displayed by the inquiry system.

In FIG. 3B, in the questioner authentication, the questioner inputs a questioner's CD and a password when using the inquiry system to confirm a question or an answer.

In FIG. 3 (c), when a question is input on a screen for inputting the content of a question, a question CD is automatically numbered. If the content to be asked is related to the content of the previous question, the answerer can make an inquiry based on the previous question or answer content by inputting the previous question CD.

In FIG. 3 (d), in the answer confirmation, the contents of the answer are confirmed, and the evaluation of the answer (satisfied, etc.) is registered.

FIG. 4 is an explanatory diagram showing the above-mentioned expert screen.

In FIG. 4A and FIG. 4B, the expert registration and the expert authentication are performed in the same manner as the questioner registration and the questioner authentication on the questioner screen when the expert answers in the inquiry system. Used when using a query system.

In FIG. 4C, the question list is used when selecting a question to be answered.

In FIG. 4D, the question confirmation / answer input is used for inputting the content of the question selected from the question list and the answer.

When the respondent wants to refer to the prerequisites such as the knowledge understood by the questioner, he can select (click) the past question and answer list of the questioner to obtain a question and answer list (FIG. 4). (E) is displayed, and a list of questions asked by the questioner previously and their answers can be confirmed.

Further, when a question / answer to be confirmed is selected (clicked), a screen for question / answer details (see FIG. 4 (f)) is displayed, and the content of the question and the answer can be confirmed.

The question for which the answer has been entered is not displayed in the question list on the expert screen.

FIG. 5 is an explanatory diagram showing the screen for the person in charge of distribution.

In FIG. 5 (a), the person in charge of the distribution is
This is a screen for inputting a distribution staff CD and a password when the distribution staff uses the inquiry system.

In FIG. 5 (b), the question list displays a list of questions that have not been assigned to the expert outside the organization or to be answered by a person in charge within the organization. When a question displayed in the list is designated, a screen for question confirmation / question distribution (see FIG. 5 (c)) is displayed, the content of the question is confirmed, classified by the question content, and a question classification CD is attached. . In addition, it is determined whether the information is to be disclosed to an expert outside the organization or a response person in the organization is to answer.

Note that the assigned questions will not be displayed in the question list on the screen for the person in charge of assignment.

FIG. 6 is an explanatory diagram showing the above-mentioned screen for the person in charge of answering.

In FIG. 6A, the response person authentication is
This is a screen for inputting a respondent CD and a password when the respondent uses the inquiry system.

In FIG. 6B, the question list is used when selecting a question when answering.

In FIG. 6C, the question confirmation / answer input is used to display the content of the question selected from the question list and to input the answer.

When the respondent wants to refer to the prerequisites such as the knowledge understood by the questioner, he can select (click) the past question and answer list of the questioner to obtain a question and answer list (FIG. 6 (d)). ) Is displayed, and a list of answers to the questions previously asked by the questioner can be confirmed.

When a question / answer to be confirmed is selected (clicked), a screen for question / answer details (see FIG. 6 (e)) is displayed, and the content of the question and the answer can be confirmed.

Note that a question for which an answer has been input is not displayed in the question list on the screen for the person in charge of answering.

FIG. 7 is an explanatory diagram showing the details of each table prepared in the DB server 110 described above.

The questioner information table shown in FIG. 7A includes personal information such as the questioner's CD of the questioner and a mail address for reply.

The question table shown in FIG. 7B contains information for confirming a unique question CD, question classification CD, question content, etc., for each question, and whether the question is disclosed to an expert outside the organization or an answer within the organization. A respondent distribution flag indicating whether to distribute to the person in charge, and a response CD for linking to a response are included.

In the answer table of FIG. 7C, a unique answer CD, answer input date and time, answer contents, respondent CD
Information to check the information etc. and a question CD to link to the question
Also, information on the date and time of the response to notify the requester that the response was made, and information such as the evaluation of the response performed by the questioner are included.

In the respondent information table of FIG. 7D, the respondent CD of the respondent, the respondent flag in the organization for determining whether the respondent is an expert or a respondent in the organization, the respondent name, the answer Contact information such as the e-mail address of the person, the number of answers of the respondent, and personal information such as answer points.

Referring to FIG. 2, Web server cooperation program 140 executes a process for associating each screen with each table described above, and implements the operation of inquiry system 10.

The mail server 130 and the mail server cooperation program 150 are functions for notifying a questioner that a reply has been made when a reply is input, and are well known to those skilled in the art. Since it does not directly relate to the invention, a detailed description thereof will be omitted.

Next, the operation of the above inquiry handling system will be described.

First, the requester connects to the Web server of the organization via the Internet. At this time,
The questioner who asks a question for the first time enters the questioner name and the e-mail address of the answer contact on the questioner registration screen of FIG. 3 (a), and presses the registration button. Receive the interrogator CD and password from the system.

At this time, in the inquiry system, the Web
The server cooperation program operates, sends the questioner's CD and password to the questioner registration screen, displays it on the questioner registration screen, and sets the questioner name and e-mail address entered on the questioner registration screen and the Web server cooperation program. Sends the interrogator's CD and password issued by the client to the interrogator information table of the DB server.
Register in the contact information and password fields.

When the interrogator who received the interrogator CD and the password asks a question, after connecting to the Web server, FIG.
By inputting the questioner's CD and password on the questioner authentication screen (b) and pressing the logon button, the question acceptance screen shown in FIG. 3 (c) can be used.

At this time, the Web server cooperation program operates in the inquiry system, and if the entered question CD and password are correct, the question acceptance screen and the answer confirmation / answer satisfaction input screen of the questioner screen can be used. .

Thereafter, the questioner inputs the content of the question on the question reception screen. If the question to be asked is related to the question that was asked last time, enter the question CD for that question and press the question input button. At this time, on the question reception screen,
D and the interrogator CD are displayed.

At this time, the Web server cooperation program operates in the inquiry system, and the question reception screen is displayed.
The questioner CD of the authenticated questioner and the unique question CD issued by the inquiry system are sent and displayed on the question reception screen, the displayed data and the contents of the question received from the question reception screen, the previous question CD, and the input button. The system date at the time of pressing is registered in the items of question CD, question date, question content, and questioner CD in the question table of the DB server, and 1 is added to the number of questions in the questioner information table.
This operation is repeated, and a plurality of questioners are accumulated in each question table.

In the organization / organization, the person in charge of question distribution checks the questions received at any time.

When using the inquiry system, the person in charge of distributing a question inputs a CD and a password of the person in charge of distributing on the distributing person authentication screen shown in FIG. Question confirmation / question distribution screen can be used. The operation of the authentication is the same as that of the questioner.

After that, a question that has not been sorted displayed on the question list screen of FIG. 5B is selected, a question confirmation / question distribution screen is displayed, the contents of the question are confirmed, and the questions are classified. Then, it is determined whether the question is to be disclosed, the question classification CD and the respondent distribution are input, and the distribution input button is pressed.

At this time, the Web server cooperation program operates in the inquiry system, and from the question table,
The data for which the respondent distribution flag has not been input is displayed on the question list screen.

When a question is selected on the question list screen, the Web server cooperation program receives the content of the selected question from the question table and displays it on the question confirmation / question distribution screen of FIG. 5C.

Further, when the distribution staff inputs the question classification CD and the respondent distribution and presses the distribution input button,
These data are registered in the question classification CD and the respondent distribution flag of the question table.

The Web server cooperation program of the inquiry system allows a person in charge registered in the inquiry system to refer to a question made public by the person in charge of sorting.

The expert connects to the Web server of the organization via the Internet.

At this time, the expert who gives the answer for the first time, on the expert registration screen shown in FIG. 4 (a), enters the name of the expert, the contact e-mail address for notifying the benefit from the organization / organization, and confirming the answer content. Is input and the registration button is pressed, the expert name is registered, and the respondent CD and password are received from the inquiry system.

The operation in the inquiry system in this case is the same as the operation of the inquiry system at the time of the questioner registration.
However, the data is the respondent CD in the respondent information table,
The respondent name, contact information, and password are registered, and a flag as an expert outside the organization is registered in the in-organization responder flag.

When an expert who has received the respondent CD and the password gives a reply, after connecting to the Web server,
By inputting the expert CD and password on the expert authentication screen of (b) and pressing the logon button, a question list, question confirmation / answer input, question / answer list, and question / answer details can be used. The operation of the authentication is the same as that of the questioner.

Thereafter, the expert displays the question list screen shown in FIG. 4C, and confirms the question that has been made public. When a question to be answered is selected on the question list screen, FIG.
The question confirmation / answer input screen of (d) is displayed, the content of the question displayed on the screen is checked, the answer to the question is input, and the answer input button is pressed.

When the respondent wants to refer to the prerequisites such as the knowledge understood by the questioner at the time of answering, when the questioner's past question answer list button is pressed, the answerer can press FIG.
The question / answer list screen of (e) is displayed, and a list of questions the questioner has asked before and the answers are displayed.

Further, when a question / answer to be checked is selected, a question / answer detail screen shown in FIG. 4 (f) is displayed, and the content of the question and the answer can be checked. Note that the question for which the answer has been input is not displayed in the question list on the expert screen.

At this time, in the inquiry system, when the question list screen is displayed, the Web server cooperation program operates, and based on the data registered in the question table of the DB server, the answerer distribution flag is set to an expert outside the organization. Then, the data of the classification CD, the question date and time, and the question content of all the records for which the answer CD is not registered (not answered) are sent to the question list screen and displayed.

When a question to be answered is selected on the question list screen, the Web server cooperation program operates,
To the question confirmation / answer input screen, send the respondent CD of the authenticated expert, the unique answer CD in the inquiry system, and the question CD, question date and time, and question content of the question selected by referring to the question table of the DB server. Display each.

When the expert inputs the answer to the question and presses the answer input button, the Web server cooperation program operates, and the record corresponding to the question in the question table is uniquely attached on the question confirmation / answer input screen. Register the answer CD.

Further, in the answer table, the answer CD, the respondent CD, the question CD, the entered answer contents, and the system date when the answer input button is pressed on the question confirmation / answer input screen are registered as a new record. Then, 1 is added to the number of responses in the record of the expert who made the response in the respondent information table.

When the questioner's past question / answer list button is pressed on the question confirmation / answer input screen, the Web server cooperation program operates, and the question table is used by using the question CD on the question confirmation / answer input screen. Referring to the questioner CD who made the question, the answer C included in the question data is obtained from all the question data and the answer table of the questioner CD.
The answer content and answer evaluation of D are extracted, sent to the question answer list screen, and displayed.

Further, when the question and answer displayed on the question and answer list screen is selected, the Web server cooperation program operates to extract the data of the selected question and answer from the question table and the answer table, and to display the question and answer detail screen. , The question date and time, the answer date and time, the question content and the answer content are sent and displayed.

The mail server cooperation program checks the existence of the answered data as needed, and if the data exists, extracts the data in which the answer date and time item is not registered in the answer table, and stores the question CD. Use the question table to refer to the questioner CD who asked the question from the question table. Further, using the questioner CD, the contact information is referred to from the questioner information table, a mail message notifying that the questioner has been answered is created, and transmitted to the mail server. At this time, the system date is registered as the answer date and time in the answer table.

The mail server that has received the mail message addressed to the requester sends an e-mail to the requester indicating that the reply has been made.

The e-mail sent to the questioner does not describe the contents of the answer, but describes the procedure for confirming the answer. The questioner logs in to the inquiry system based on the contents, uses the question CD, and confirms the answer using the answer confirmation / answer satisfaction input screen. At this time, the questioner inputs the answer satisfaction and presses the confirmation / satisfaction input button.

At this time, the Web server cooperation program operates to register the answer satisfaction data on the answer confirmation / answer satisfaction input screen in the answer evaluation item of the corresponding answer table. In addition, using the respondent CD in the answer table, a point corresponding to the content of the answer evaluation is added to the answer point in the respondent information table.

The organization or organization can give the expert a privilege according to the answer point, so that the public can answer the question that has been made public thereafter.

The process related to the screen for the person in charge in the organization (see FIG. 6) is performed by listing the contents of the respondent distribution flag in the question table to be answered and the data of the person in charge in the organization. Except for, the process is the same as the process for the expert screen described above, and a description thereof will be omitted.

In the actual processing / operation, it is necessary to distribute a question not answered by an expert who is not related to the organization or organization to a person in charge within the organization during a certain period. This process can be dealt with by periodically checking the questions opened by the person in charge of distribution within the organization and changing the contents of the respondent distribution flag in the question table.

The above inquiry handling method operates by executing a program stored in a main memory (not shown) of the inquiry system. This program is usually stored in a secondary storage such as a hard disk, and is loaded into the main storage when operating the system.
Be executed.

In the past, especially before the spread of the Internet, there existed experts with various knowledges.
It was difficult to find those experts and ask them to answer questions.

However, by utilizing the technology of the Internet, an inquiry system for disclosing question information that does not include the personal information of the questioner to the people other than the organization / organization is constructed. An organization or organization that receives a question prepares a privilege for an expert who has prepared an answer, thereby making it possible to implement an inquiry response method that can utilize an expert other than the organization or organization.

[0096]

As described above, according to the present invention, the following effects can be obtained.

The first effect is that a few percent of questions are disclosed to experts on the network that are not directly related to the organization / organization that received the question, and the organization / organization issues a response fee to the expert who responded. By giving benefits such as rewards, rewards, special information, etc., experts on the network who are not directly related to the organization or organization that received the question can answer some of the questions. Therefore, the organization can save labor of the person in charge of the response, and the questioner can be expected to receive a quick response.

[0098] The second effect is that it is expected that, if an expert who is not directly related to the organization / organization is added to the respondents, it is possible to easily respond to questions regarding contents other than the question regarding the organization / organization to which the question was asked. it can.

[Brief description of the drawings]

FIG. 1 is an explanatory diagram showing one embodiment of the present invention.

FIG. 2 is an explanatory diagram showing a configuration of an inquiry system.

FIG. 3 is an explanatory diagram showing a screen for a questioner.

FIG. 4 is an explanatory diagram showing a screen for an expert.

FIG. 5 is an explanatory diagram showing a screen for a distribution staff.

FIG. 6 is an explanatory view showing a screen for a person in charge of answering.

FIG. 7 is an explanatory diagram showing a table held by a DB server.

[Description of Signs] 1 Organization / Organization 2 Questioner 3 Internet 4 Expert 10 Inquiry System 11 Question Reception HP 12 Questioner DB 12a Personal Information 12b Question Answer History 13 Question Distribution Processor 14 Question Content Opening HP 15 Answer Input Mailbox 18 Question Distributor 19 Answerer 110 DB Server 120 Web Server 121 Questioner's Screen 122 Answerer's Screen 123 Expert's Screen 124 Distributor's Screen 130 Mail Server 140 Web Server Cooperation Program 150 Mail Server Cooperation program

Claims (8)

[Claims] 1. An inquiry response system for responding to a question sent from a requester to an arbitrary organization / organization via a network, wherein the question is answered by a first type question answered by a person in charge within the organization / organization. Distribute to a second type of question to which an expert outside the organization / organization responds, the answerer creates an answer for the first type of question, and the expert for the second type of question is the network Create an answer via
An inquiry handling method comprising an inquiry system that collects these answers and responds to each question. 2. The inquiry handling system according to claim 1, wherein said inquiry system includes: a question reception homepage for receiving and holding a question; a questioner database for holding a questioner's address and an answer history; A question distribution processing section for classifying the question into a kind of question and the second kind of question, a question content public homepage holding the second kind of question, and the expert's question content public homepage via the network And a reply input mailbox that holds a reply to the second kind of question created with reference to the above and a reply to the first kind of question prepared by the respondent. 3. The inquiry handling system according to claim 1, wherein said inquiry system comprises: a mail server for responding to a questioner and an expert via a network; a questionrer information table including a questioner name and an address thereof; A DB server having a question table including question contents, an answer table including answer contents and evaluation thereof, and a respondent information table including respondent names and addresses thereof; A screen for the questioner who receives the confirmation of the answer and receives the degree of satisfaction, an expert who registers or authenticates the expert as the answerer, presents the question, presents the past answer situation at the request of the answerer, and receives the answer to the question Screen, authenticates the person in charge of distributing the question to the first type of question and the second type of question, and A screen for a distributor in charge of presenting and inputting the type of the respondent, and authenticating the respondent to the first type of question, presenting the question, presenting the past answer status at the request of the respondent, and responding to the question An inquiry handling method, comprising: a Web server having a screen for a person in charge of receiving an answer. 4. The inquiry handling system according to claim 1, wherein said expert and said answering person are presented with a question code and a question content, and said individual of said questioner including his / her name and address. An inquiry handling method characterized by not presenting information. 5. The inquiry handling method according to claim 1, 2, 3, or 4, wherein said questioner is presented with the contents of the answer together with the contents of said questioner, and said answer includes the name and address of said respondent. Inquiry method characterized by not presenting the personal information of the person. 6. A program recording medium of an inquiry response system for responding to a question sent from a requester to an arbitrary organization / organization via a network, wherein the question is transmitted to the organization / organization.
A first type of question answered by a person in charge within the organization and a second type of question answered by an expert outside the organization / group,
The answerer creates an answer for the first type of question,
The program recording medium of the inquiry handling method, wherein the expert creates answers to the second type of question via the network, collects these answers, and responds to each question. 7. The program recording medium according to claim 6, wherein a question code and a question content are presented to said expert and said answerer, and said questioner's personal information including a questioner's name and address is provided. A program recording medium of an inquiry handling method characterized by not presenting a message. 8. The program recording medium according to claim 6 or 7, wherein said questioner is presented with said question content along with said answer content, and said respondent includes the name and address of said respondent. A program recording medium of an inquiry handling method characterized by not presenting personal information.