JP2002297258A - User supporting device, system and method for application, information processor, recording medium and program products - Google Patents

Abstract

PROBLEM TO BE SOLVED: To facilitate the reference of help information and the support of user with respect to a user supporting device, system and method for an application, an information processor, recording medium and program products. SOLUTION: When an application program is executed by a user (S20), the information is transmitted to a support center as a use log (S21). At that time, a user ID is simulateneously or preliminarily transmitted. An information management server 1 at the support center side collects and analyzes the log (S22), and constructs help information corresponding to the use contents of the user as necessary (S23, S24). Thus, the user can refer to the help information constructed by the information management server 1 by using the help function (S25).

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an application user support apparatus, system, method, information processing apparatus, recording medium, and program product for user support of an application program.

[0002]

2. Description of the Related Art When an application program is used in an information processing apparatus such as a PC, when a user examines a method of using the application program or investigates a technical content of the program, the same floppy (registered trademark) as the application program is usually used. ) Searching for help information recorded on a recording medium such as a disc or a CD-ROM, or reading a user manual provided separately as a booklet to search for help information. In addition, a method of making an inquiry to a support center of an application program vendor by telephone or facsimile is also generally performed.

Japanese Unexamined Patent Application Publication No. 08-115194 and Japanese Unexamined Patent Application Publication No. 11-203014 disclose techniques in which a method for displaying help is devised. The same was true for

[0004]

However, since the usage method and technical information that the user using the application program wants to know usually differs from user to user, the user can use the help item of the application program or the like. You have to search for the item you want to know from the user manual. Also, when making inquiries by phone to the support center, if the user is unable to give a detailed and accurate explanation of the usage status, the support center will tell the user what he / she wants to know. And it is difficult to provide appropriate support.

An object of the present invention is to provide an application user support apparatus, system, method, information processing apparatus, recording medium, and program product which can solve the above-mentioned problems.

[0006]

According to the first aspect of the present invention, there is provided an apparatus for inputting and storing a usage log when a predetermined application program is executed; An application user support apparatus is provided which has a table analysis unit that analyzes a log and builds a table for each user for a used function of the predetermined application program based on the analysis result.

In the invention according to a second aspect, in the first aspect, the table construction means includes: a used function table for storing the used function; and a table for use of the function corresponding to the used function. And a support information table for storing the user support information of the application.

According to a third aspect of the present invention, there is provided an information processing apparatus having means for transmitting a usage log when the predetermined application program according to the first aspect is executed to another device via a network. An information processing apparatus of a form in which user support information corresponding to a used function of the predetermined application program based on the usage log and stored in another apparatus is referred to by the predetermined application program has been implemented.

According to a fourth aspect of the present invention, there is provided an information processing apparatus having means for referring to the used function table according to the second aspect.

According to a fifth aspect of the present invention, in the fourth aspect, an information processing apparatus having a means for updating the support information table according to the second aspect is implemented.

In the invention according to claim 6, there is provided a user support system for an application having program execution means for executing a predetermined application program and transmitting a use log at the time of the execution to a user support apparatus via a network, The user support device inputs and stores the transmitted usage log, analyzes the input usage log, and, based on the analysis result, a table on which functions of the predetermined application program are used for each user. And a table construction means for constructing the application.

According to a seventh aspect of the present invention, in the sixth aspect, the table construction means includes: a used function table for storing the used function; and a table for using the function corresponding to the used function. And a support information table for storing user support information of the application.

In the invention according to an eighth aspect, in the sixth aspect, the user support information stored in the storage unit and corresponding to a used function of the predetermined application program based on the usage log is stored in the predetermined storage area. A user support system for an application referred to by an application program was implemented.

According to a ninth aspect of the present invention, in the seventh or eighth aspect, a user support system for an application having a means for referring to the used function table is implemented.

According to a tenth aspect of the present invention, in the seventh or eighth aspect, a user support system for an application having a means for updating the support information table is implemented.

In the invention according to claim 11, a first step of executing a predetermined application program, a second step of transmitting a usage log at the time of the execution to a user support device via a network, A third step of inputting a log and storing it in storage means, and a fourth step of analyzing the input usage log and constructing a table for each used function of the predetermined application program based on the analysis result. A user support method for an application having the following configuration was implemented.

According to a twelfth aspect of the present invention, in the eleventh aspect, in the fourth step, a used function table for storing the used function and a function function table corresponding to the used function. A user support method for an application in which a support information table for storing user support information is constructed was implemented.

According to a thirteenth aspect of the present invention, in the eleventh aspect, after the fourth step, the used function of the predetermined application program based on the use log stored in the storage means in the third step is provided. An application user support method having a step of referring to corresponding user support information by the predetermined application program has been implemented.

According to a fourteenth aspect of the present invention, in the twelfth or thirteenth aspect, a user support method for an application having a step of referring to the used function table after the fourth step is performed.

According to a fifteenth aspect of the present invention, in the twelfth or thirteenth aspect, a method for supporting a user of an application having a step of updating the support information table after the fourth step is performed.

[0021] In the invention according to claim 16, there is provided a recording medium on which a program product for causing a computer to execute a method for supporting a user of an application is recorded in a computer readable manner, wherein the program product executes a predetermined application program on a computer. A first step of inputting and storing a usage log at the time of execution, and analyzing the input usage log, and constructing a table for each user regarding a used function of the predetermined application program based on the analysis result. A recording medium in which two steps are executed was implemented.

According to a seventeenth aspect of the present invention, in the sixteenth aspect, in the second step, a used function table for storing the used function and a function table for use of the function corresponding to the used function are stored. A recording medium in which a support information table for storing user support information is constructed was implemented.

The invention according to claim 18 has a step of causing a computer to execute information processing and transmitting a use log when the predetermined application program according to claim 16 is executed to another device via a network. A recording medium in which a program product is recorded in a computer-readable manner, wherein the program product is stored in the other device according to a used function of the predetermined application program based on the use log. The recording medium of the form in which the step of referring to the user support information by the predetermined application program is executed.

According to a nineteenth aspect of the present invention, there is provided a program product for causing a computer to execute information processing, wherein the program product causes the computer to refer to a use function table according to claim 17;
A recording medium in which the step of updating the support information table according to claim 17 is executed is implemented.

According to a twentieth aspect of the present invention, there is provided a program product for causing a computer to execute a method for supporting a user of an application, wherein the program product inputs and stores a use log when a predetermined application program is executed. A program product having a first step and a second step of analyzing the input usage log and constructing a table for each user for the used function of the predetermined application program based on the analysis result was implemented. .

According to a twenty-first aspect of the present invention, in the twentieth aspect, in the second step, a used function table storing the used functions and a function table for using the functions corresponding to the used functions are provided. A program product in which a support information table for storing user support information is constructed was implemented.

The invention according to claim 22 has a step of causing a computer to execute information processing and transmitting a use log when the predetermined application program according to claim 16 is executed to another device via a network. The program product, wherein the program product refers to the user support information stored in the another device and based on the usage log and according to a used function of the predetermined application program, by the predetermined application program. A program product with steps was implemented.

According to a twenty-third aspect of the present invention, there is provided a program product for causing a computer to execute information processing, wherein the step of referring to the used function table according to the twenty-first aspect and the step of updating the support information table according to the twenty-first aspect A program product having a step of performing the above was implemented.

[0029]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Preferred embodiments of the present invention will now be described in detail with reference to the drawings.

An embodiment of an application user support system and an application user support method according to the present invention will be described below. However, the present invention provides an application user support apparatus, an information processing apparatus, and an application user support method. The present invention is also applicable to a program product and a recording medium on which the program is recorded. The description here also serves as a description of these inventions.

FIG. 1 shows a system configuration according to the present embodiment. The system configuration will be described with reference to FIG. An information management server 1 collects and analyzes usage logs of application programs. Reference numerals 5 and 6 denote client PCs as information processing devices that refer to the results analyzed by the information management server 1. The broken line indicated by 7 indicates that the elements 1, 5, and 6 in the broken line exist in the area of the support center. Reference numerals 3 and 4 denote client PCs on which users execute application programs.
It is. The client PCs 3 and 4 and the information management server 1 in the support center are connected via a network (Internet) 2 which is an electric communication line.

In the configuration shown in FIG. 1, the information management server 1 receives and receives and stores a use log when a predetermined application program is executed by the PC from the client PCs 3 and 4 via the network 2. Store and collect in device (not shown). More client PCs than those shown can be connected to the network 2.

The information management server 1 analyzes the collected log, and builds a table for each user on the used function of the predetermined application program based on the analysis result. In other words, a table is constructed that allows the user to manage which function of the application program is used, what processing is performed, what help item is used, and the like.

When the user executes an application program on the client PCs 3 and 4 and uses the help function, the user accesses the information management server 1 via the network 2 and obtains help information in a table based on the analysis result. , The convenience of using the help information can be improved.

When the user makes a direct inquiry to the support center by telephone, the user ID is described. The support center can refer to the user's usage status from the client PCs 5 and 6 by using the above table, and It is possible to provide a clue for smoothly performing user support without the need for explanation. .

FIG. 2 is an explanatory diagram for explaining a sequence when a user uses an application program. When the application program is executed by the user (user-side client PCs 3 and 4) (S2
0), the information is transmitted to the support center as a use log (S21). At this time, the user ID is transmitted simultaneously or in advance. The information management server 1 on the support center side collects and analyzes logs (S22), and builds help information according to the contents of use of the user as needed (S23, S24). When the user refers to using the help function, the help information constructed by the information management server 1 can be referred to (S25).

Further, the client PCs 5 and 6 on the support center side can refer to the information management server 1 for the usage status of the user according to the constructed table (S26). With such a sequence, even when the user makes an inquiry to the support center by telephone, facsimile, or the like, the user can easily and accurately grasp the usage status such as how the user is using the device. Support can be performed smoothly and quickly.

FIGS. 3 and 4 are explanatory diagrams of an example of the support information table and an example of the used function table constructed by the information management server 1 in the above sequence.
Both tables are individually constructed for each user, and a required table can be specified by exchanging user IDs.

As shown in the support information table 30 shown in FIG. 3, the application program to which the present invention is applied has its functions (spell check, macro generation, etc).
The system is configured so that the corresponding help information (specific help contents such as a usage method) can be referred to each time. This information can be updated not only with the functions and contents prepared in advance, but also with respect to the information inquired by the user.

The used function table 40 shown in FIG. 4 shows an example of the initial state. In this embodiment, since no information exists in the initial state 40 of the used function table,
Only the help information that is standardly attached to the application program can be referred to effectively. When the information management server 1 receives a use log from a user, a valid use function name is added as needed according to the analysis result.

Next, the processing procedure of the method of analyzing the log of the user and constructing the help information by the information management server 1 will be described with reference to the flowchart of FIG.

This processing is performed at least by the central processing unit (C
PU), a RAM, and a ROM.
The present invention can be realized by reading a program according to the present invention stored in the M and / or the ROM and executing data processing based on the instruction. This program can also be loaded from another storage device (not shown) to the RAM, or from another external storage device (not shown) to the RAM via the network 2.

First, in step S501, the usage log received and collected from the client PC 3 or 4 via the network 2 is read. Here, as an example, a case will be described in which the use log includes the use function name as information (corresponding to the tables in FIGS. 3 and 4). However, the information included in the use log is not limited to the use function name. Needless to say. The use log may include information that can specify whether a certain function has been used.

Following the reading, in step S503, the name of the function to be used is extracted and stored.
If it is determined that reading has not been completed in step S5
01, the use log is read continuously, and steps S501 to S503 are repeatedly executed.

On the other hand, if it is determined in step S503 that the usage log has been read to the end, the process of step S504 is performed. That is, the used function is detected from the used function name and the used function table extracted in step S502, the used function for each user is added to the used function table 40, the configuration is changed, and the configuration is updated to one according to the use status. To go.

As a result of the construction of the table by the above processing, when the user presses the help button of the application and refers to the help (S25 in FIG. 2), the table is stored in the user-specific function table 40 via the network 2. It is possible to refer to the help contents of the support information table 30 which is updated according to the usage status of the application software, and the user can easily and quickly search for help items and items to be found in the user manual. The effect that can be performed is obtained.

Further, as described above, the support center can easily use the situation such as how the user is using it when the user makes an inquiry by telephone, facsimile or the like according to the constructed table. In addition, since it is possible to accurately grasp the user, the effect that the user support can be performed smoothly and quickly is obtained.

[0048]

As described above, according to the application user support apparatus, system, method, information processing apparatus, recording medium, and program product of the present invention, on the user side, help information corresponding to the use status of application software is provided. This makes it easier for the user support center to perform accurate and quick user support.

[Brief description of the drawings]

FIG. 1 is a block diagram of a system configuration according to an embodiment of the present invention.

FIG. 2 is an explanatory diagram illustrating a sequence according to the present invention when a user uses an application program.

FIG. 3 is an explanatory diagram of an example of a support information table constructed by an information management server in the present invention.

FIG. 4 is an explanatory diagram of an example of a used function table constructed by the information management server in the present invention.

FIG. 5 is a flowchart illustrating a use log analysis and a use function table construction process performed by the information management server according to the present invention.

[Description of Signs] 1 Information management server 2 Network 3, 4 User side client PC 5, 6 Support center side client PC 30 Support information table 40 Function table used

Claims (23)

[Claims] 1. A means for inputting and storing a use log when a predetermined application program is executed, analyzing the input use log, and using a function of the predetermined application program based on a result of the analysis. And a table construction means for constructing a table for each user. 2. The table construction unit according to claim 1, wherein the table construction unit stores a used function table for storing the used function, and user support information for using the function corresponding to the used function. And a support information table for the application. 3. An information processing apparatus having means for transmitting a use log when the predetermined application program according to claim 1 is executed to another apparatus via a network, wherein the information is stored in the other apparatus. Further, an information processing apparatus characterized in that user support information corresponding to a used function of the predetermined application program based on the use log is referred to by the predetermined application program. 4. An information processing apparatus comprising means for referring to the used function table according to claim 2. 5. An information processing apparatus according to claim 4, further comprising means for updating the support information table according to claim 2. 6. A user support system for an application having a program execution means for executing a predetermined application program and transmitting a use log at the time of execution to the user support device via a network, wherein the user support device comprises: Means for inputting and storing the transmitted use log, and table construction means for analyzing the input use log and constructing a table for each user of the used function of the predetermined application program based on the analysis result And a user support system for the application. 7. The device according to claim 6, wherein the table construction unit stores a used function table for storing the used function, and user support information for using the function corresponding to the used function. A user support system for an application, comprising: 8. The predetermined application program according to claim 6, wherein user support information stored in the storage unit and corresponding to a used function of the predetermined application program based on the usage log is referred to. Application user support system characterized by the following. 9. The application user support system according to claim 7, further comprising means for referring to the used function table. 10. The application user support system according to claim 7, further comprising means for updating the support information table. 11. A first step of executing a predetermined application program, a second step of transmitting a usage log at the time of execution to a user support device via a network, and inputting and storing the transmitted usage log. And a fourth step of analyzing the input usage log and constructing a table for each user of the used function of the predetermined application program based on the analysis result. User support method for application. 12. The function according to claim 11, wherein in the fourth step, a used function table for storing the used function, and user support information for using the function corresponding to the used function are stored. A user support method for an application, comprising constructing a support information table. 13. The method according to claim 11, wherein, after the fourth step, the user support information stored in the storage unit in the third step and based on the usage log and corresponding to the used function of the predetermined application program is provided. A method for supporting a user of an application, comprising a step of referring to the application program. 14. The method according to claim 12, further comprising a step of referring to the used function table after the fourth step. 15. The application user support method according to claim 12, further comprising a step of updating the support information table after the fourth step. 16. A recording medium in which a program product for causing a computer to execute a method for supporting a user of an application is recorded on a computer in a readable manner, the program product storing, in a computer, a usage log when a predetermined application program is executed. And storing the input usage log, and based on the analysis result, a second step of constructing a table for each of the functions used by the predetermined application program for each user. A recording medium characterized by the above-mentioned. 17. The function according to claim 16, wherein, in the second step, a used function table for storing the used function and user support information for using the function corresponding to the used function are stored. A recording medium for constructing a support information table. 18. A computer for executing information processing,
17. A computer-readable recording medium recording a program product having a step of transmitting a use log when the predetermined application program according to claim 16 is executed to another device via a network, the program product comprising: And causing the computer to execute a step of referencing, by the predetermined application program, user support information stored in the other device and corresponding to a used function of the predetermined application program based on the usage log. Recording medium. 19. A program product for causing a computer to execute information processing, the program product causing the computer to refer to the use function table according to claim 17, and to provide the support information table according to claim 17 to the computer. A recording medium for executing a step of updating. 20. A program product for causing a computer to execute a method for supporting a user of an application, the program product comprising: a first step of inputting and storing a use log when a predetermined application program is executed; Analyzing the input usage log, and constructing a table for each of the used functions of the predetermined application program for each user based on the analysis result. 21. The function according to claim 20, wherein in the second step, a used function table for storing the used function and user support information for using the function corresponding to the used function are stored. A program product characterized by constructing a support information table. 22. A computer that executes information processing,
17. A program product having a step of transmitting a usage log when executing a predetermined application program according to claim 16 to another device via a network, wherein the program product is stored in the other device. And a step of referencing, by the predetermined application program, user support information corresponding to a used function of the predetermined application program based on the use log. 23. A program product for causing a computer to execute information processing, the program product having a step of referring to a use function table according to claim 21 and a step of updating the support information table according to claim 21. Featured program products.