JP2003256335A - System, method, apparatus and recording media for managing reply documents - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system, a method, an apparatus and recording media for managing a reply document, which can effectively respond to received electronic mails. <P>SOLUTION: The present invention provides a system for managing a reply document, which is equipped with a communication means to receive an electronic mail and send a reply document for the received mail through the electronic mail, a storage means to store the received electronic mails, and a reply management device having a memory for answerers to store responding data for answering the electronic mails with a terminal located at an answering management site, and also enables for a terminal located at an answerer site for generating the reply documents and the terminal located at the answering management site to connect each other via a communication network. The invention allows a method, using the system for managing the reply documents and a recording medium, to effectively conduct a reply activity and prevent a loss of the reply documents and neglect of duty from occurring. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a reply management device, a reply management system, a reply management method and a storage medium for managing a reply to an electronic mail sent from a sender terminal.

[0002]

[Background Technology] There is an education system that uses the Internet in correspondence courses and school-based education courses. For example, in Japanese Unexamined Patent Publication No. 2001-350400, a learner terminal and an education server are connected via a network, and teaching material information corresponding to a request from the learner terminal is transmitted from the education server to the learner terminal. And the learning result information of the learner regarding this teaching material information is acquired by the education server,
The technique for transmitting the evaluation information for the learning result information to the learner side terminal is described. In such an education system, a service for accepting questions about learning contents using a mail system is performed. For example,
In the technique described in JP 2001-350400 A,
A technique is described in which a learner selects an instructor he / she wants to consult with and then consults by email. In this way, when the questioner inputs a question to the e-mail and transmits it, the respondent who accepts this question creates an answer to the question and replies by e-mail. If the questioner sends a question,
In some cases, it may be guaranteed that a reply will be made within a predetermined period of time, and in order to promptly respond to many questions from the inquirer, a plurality of respondents may respond.

[0003]

The above-mentioned conventional techniques have the following problems. First, when a plurality of respondents share the task of answering a large number of questions asked by the questioner, the method of determining the question in which each respondent is in charge is:
There are methods such as sharing according to predetermined rules, randomly assigning, and selecting by respondents one by one, but it takes time and effort to determine the respondents in charge and there is a lack of correspondence There is a possibility that time will pass without the decision of the respondent. Second, a question,
Managing the person in charge of this question is laborious. For example, although there is a possibility that the respondent may select a question or the like that he / she does not like, this question is left unspecified and the answer is delayed without the respondent being identified. Thirdly, even if a plurality of respondents are deployed, if the respondents act in negligence, there is a difference in the amount of work that each respondent handles, resulting in inefficiency. The present invention has been made in view of the above problems, and an object of the present invention is to provide a reply management device, a reply management system, a reply management method, and a storage medium that can efficiently perform a reply work to a transmitted electronic mail. To do.

[0004]

In order to solve the above-mentioned problems, the invention of claim 1 is, for example, as shown in FIG. 1, a reply management device 3 for managing reply work to an electronic mail transmitted from a sender terminal. Then, the e-mails sent from the sender terminals 51 and 52 are received, and the reply documents created by the plurality of respondent terminals 4 ... Which create reply documents for the e-mails are sent by e-mail. Person side terminal 5
1, 52 to communication means (for example, the communication device 14
Etc.) and the communication means (for example, the communication device 14 etc.), the electronic mail received by the sender side terminals 51, 52 can be made public by associating the processing information related to the reply work with the electronic mail. An answer that stores the mail information storage unit 13b to be stored and the correspondence record of a plurality of respondents respectively corresponding to a plurality of electronic mails, which can be confirmed by the administrator side terminal 6 operable by the administrator who manages the reply work. The personal information storage unit 13c is provided.

According to the first aspect of the present invention, the communication means receives the electronic mail transmitted from the sender side terminals 51 and 52, and at the same time, the plurality of respondent side terminals 4 for creating a reply document to the electronic mail. It is possible to send the answer document created by ... To the sender terminals 51, 52 by electronic mail. Further, since the mail information storage unit 13b is provided, it is possible to store the electronic mail received by the sender terminals 51 and 52 in association with the processing information regarding the reply work to the electronic mail and to publish the electronic mail. it can. As a result, the received e-mail can be published together with the processing information of the e-mail, and it is possible to confirm the correspondence status to each e-mail. Further, since the respondent information storage unit 13c is provided, the mail information storage unit 13
Correspondence records of a plurality of respondents respectively corresponding to a plurality of e-mails stored in b can be stored so that they can be confirmed from the administrator side terminal 6, and it becomes information for evaluating the response records of the respondents. It is possible to prevent the work efficiency from decreasing due to the negligence of the respondents. That is, it becomes possible to prevent omission of the reply to the sent e-mail, and to quantitatively evaluate the work of the respondent, so that the reply work can be efficiently performed.

Here, the communication means is, for example, a modem (M
ODEM: MOdulator / DEModulator), terminal adapter (TA: Terminal Adapter), router, etc., and information and information with the sender's terminal via a communication line such as a telephone line, ISDN line, or leased line. Send and receive signals for acquisition requests.

According to a second aspect of the present invention, in the reply management device 3 according to the first aspect, the processing information includes acceptance information indicating a determination result of acceptance of a reply document creation job for each e-mail, and It is characterized in that it includes a response deadline for an electronic mail.

According to the invention of claim 2, the processing information includes:
Since it includes the acceptance information indicating whether or not each respondent responds to the e-mail and the response deadline for the e-mail, it is possible to confirm whether or not the respondent responds to the e-mail.
It is possible to prevent omission of correspondence to e-mail. Also, since the reply deadline can be confirmed, it is possible to prevent a reply from being delayed.

[0009] The acceptance information is, for example, information regarding whether or not to accept reply work for electronic mail, date of acceptance, etc., and information regarding whether each respondent accepts or refuses reply work for each electronic mail.

According to a third aspect of the present invention, in the reply management device 3 according to the second aspect, the mail information storage section 13b includes:
The e-mail and the processing information include a plurality of respondent terminals 4 ...
Is stored as the common information of each respondent side, and the processing information registered by each respondent side terminal 4 is stored after being subjected to a display process that can be confirmed by each respondent side terminal 4. It has a feature.

According to the third aspect of the present invention, the e-mail and the processing information are stored in the mail information storage section 13b so as to be able to be confirmed as shared information in the plurality of respondent side terminals 4. The processing information registered by the person-side terminal 4 ... Can be confirmed from each respondent-side terminal 4 ..., and the latest processing information can be confirmed at any time. Further, by confirming the e-mail and the processing information from the plurality of respondent side terminals 4, the monitoring function of the processing information can be improved, and it is expected that the omission of correspondence is suppressed. Further, since the electronic mail and the processing information are confirmed from the plurality of respondent side terminals 4, it is possible to prevent a plurality of respondents from replying to one electronic mail in duplicate.

According to a fourth aspect of the present invention, in the reply management device 3 according to any one of the first to third aspects, in the processing information stored in the mail information storage section 13b, the respondent who accepts the reply document preparation work. Processing information notifying means (for example, CPU 10, R
AM11 etc.).

According to the invention of claim 4, since the processing information notifying means is provided, when there is no answerer who accepts the reply document creation task in the processing information stored in the mail information storage section 13b, the reply is made. Impossible information can be notified. Therefore, it is possible to prevent omission of confirmation of unanswerable information in multiple received emails, to quickly confirm that there are no respondents who can respond, and to avoid omissions and delays in response to emails to be returned. Can be prevented.

According to a fifth aspect of the present invention, in the reply management device 3 according to any one of the first to fourth aspects, the statistical processing means for statistically processing the response results stored in the respondent information storage section 13c ( For example, the CPU 10 and the RAM 11 are provided, and the statistical processing means (for example, the CPU 10 and the RAM 1).
It is characterized in that the statistical result of the response results according to (1 etc.) is stored in the respondent information storage unit 13c so that it can be confirmed from the manager side terminal 6.

According to the invention of claim 5, since the statistical processing means is provided, the statistical processing of the answer record stored in the answerer information storage section 13c can be automatically performed. Further, since the statistical result of the answer record by this statistical processing means is stored in the answerer information storage unit 13c so that it can be confirmed from the administrator side terminal 6, the administrator can obtain quantitative information about the answer record of the respondent. Can be easily obtained.

Further, the statistical processing means is a program and a processing device for statistically processing the response results such as the number of reply work of the respondents. For example, a CPU (Central Processing)
Unit) and RAM (Random Access Memory).

A reply management system according to a sixth aspect of the invention is a reply management apparatus 3 according to any one of the first to fifth claims, and a reply for creating a reply document to the electronic mail 6 received from the sender side terminals 51 and 52. Respondent side terminal 4 that can be operated by the person ...
And an administrator-side terminal 6 operable by the administrator of the reply work
Are connected to the communication network 2, and via the communication network 2, the reply management device 3, and the respondent side terminal 4 and the manager corresponding to the e-mail that can be connected to the reply management device 3. It is characterized in that it can be connected to the side terminal 3.

According to the sixth aspect of the invention, the reply management device 3, the respondent side terminal 4, ... Via the communication network 2.
And the administrator-side terminal 6 are connectable, the respondent-side terminal 4 ... And the administrator-side terminal 6 can easily reply to the received e-mail via the communication network 2. You can

Here, the communication network 2 is, for example,
In addition to displaying and acquiring information stored in the reply management device 3 from a sender-side terminal that can be connected to the reply management device 3 using a communication line, such as the Internet, extranet, or intranet, information between terminals It is possible to send and receive.

According to the invention of claim 7, the sender terminals 51, 5 are provided.
2. A reply management method for managing reply work to an e-mail sent from S2, including a receiving step S1 for receiving the e-mail sent from the sender terminals 51 and 52,
By the receiving step S1, the sender side terminals 51, 5
A mail information storage step S3 of storing the e-mail received from the step 2 in association with the processing information related to the e-mail and enabling it to be disclosed, and a plurality of respondent terminals for creating a reply document to the e-mail. The answer document created in 4 ... is sent to the sender side terminals 51, 5 by electronic mail.
The sending step S18 of sending to No. 2 and the correspondence record of a plurality of respondents respectively corresponding to the plurality of e-mails are stored so that they can be confirmed by the administrator side terminal 6 operable by the administrator who manages the reply work. Respondent information storage step S19 is included.

According to the invention of claim 7, the receiving step S
1, mail information storing step S3, and sending step S
18, the electronic mail transmitted by the sender terminals 51 and 52 is received, the received electronic mail is associated with the processing information regarding the correspondence, and is publicly stored, and the reply document to the electronic mail is stored. Response documents created by a plurality of respondent terminals 4 ... Are sent to the sender terminals 51 and 52 by e-mail, so even if a large amount of e-mail is received, the received e-mail can be handled. It is possible to easily grasp the processing information regarding the above and prevent omission of correspondence to the received electronic mail. Further, in the respondent information storage step S19, the correspondence records of the plurality of respondents respectively corresponding to the plurality of e-mails are stored so that they can be confirmed by the administrator side terminal 6 operable by the administrator who manages the reply work. , The administrator can easily confirm the response record of respondents. This makes it possible to prevent the respondents from neglecting their duties. Therefore, in reply work corresponding to the received e-mail, omission of reply can be prevented, and reply work can be efficiently performed.

According to the invention of claim 8, the sender side terminals 51, 5 are provided.
2 is a storage medium (for example, the storage device 13) that stores a program executable by a computer that manages the reply work to the electronic mail sent from the device 2, and receives the electronic mail sent from the sender terminals 51 and 52. And a mail information storage step of storing the e-mail received from the sender-side terminals 51, 52 by the receiving step S1 S3, a sending step S18 of sending the answer document created by the plurality of answerer side terminals 4 ... Creating the answer document to the electronic mail to the sender side terminals 51 and 52 by electronic mail, and the plurality of electronic An administrator-side terminal that allows the administrator who manages the reply work to operate the response records of multiple respondents who respond to each email. It is characterized by storing a program including a process for realizing the respondent information storing step S19 of identifiable stores by.

According to the invention of claim 8, a program executable by a computer is stored, and the receiving step S1
And a mail information storing step S3 and a sending step S1
8 and the responder information storing step S19 are stored, a program including a process for realizing the receiving step S1 and the mail information storing step S3 is stored by the program stored in this storage medium as necessary. The processing in the transmission step S18 and the respondent information storage step S9 can be automatically performed.

The storage medium is, for example, an optical one,
It is composed of a magnetic or semiconductor memory. The storage medium is, for example, one fixedly provided in the storage device (for example, magnetic tape, hard disk, etc.) or one detachably provided (for example, FDD, MO, LD, D).
VD, ZIP, etc.).

[0025]

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, a reply management device, a reply management system, and a storage medium according to the present invention will be described with reference to the drawings by showing examples of embodiments. Hereinafter, with reference to the drawings, an explanation will be given using an example in which the reply management system 1 is applied to a question handling center that receives questions from students in an education program. In the question handling center, an intranet is constructed, and the reply management device 3, the responder side terminals 4, ... And the manager side sender side terminals 51 and 52 are connected via the intranet.

Reply management system 1 in the present embodiment
2, the sender side terminals 51 and 52, the reply management device 3, the respondent side terminal 4, ..., And the manager side terminal 6
And the communication network 2 constitute a main part, which are connected via the bus 15 or various interfaces not shown. Then, the reply management device 3, the sender side terminals 51 and 52, the respondent side terminal 4, ..., The manager side terminal 6, and the sender side terminal 51 where the student creates a question document and sends it by e-mail. , 52 are configured to be connectable to each other via the Internet and an intranet (communication network).

As shown in FIG. 1, the reply management device 3 is connected to the Internet 2 from the sender side terminals 51 and 52.
It corresponds to an electronic mail transmitted via a (communication network), and a CPU 10, a RAM 11, a storage device 13, and a communication means constitute a main part.

The CPU 10 includes various application programs corresponding to registration and display processing of the system program stored in the storage device 13 and the answer document to the question document, the sender side terminals 51 and 52, and the respondent side terminal 4. …
Various data corresponding to various instruction signals input from
Stored in AM11, R according to this instruction and input data
Various processes are executed according to the application program stored in the AM 11, and the processing result is temporarily stored in the RAM 11. Further, the CPU 10 stores some or all of the processing result information in the result information storage unit 13 of the storage device 13.
It is designed to be stored in d.

In the RAM 11, the CPU 10 stores in the storage device 13.
A program storage area for expanding various data when executing the program stored in
A storage area for temporarily storing data relating to the processing executed by 10, a work area processed by an input instruction and input data, and the like are formed.

The storage device 13 is a hard disk device having a large-capacity magnetic disk in which programs, data, etc. are stored in advance, and FTP (File Transfer Protocol) is used.
It is a computer or program having a function of a server and having a function of disclosing information stored in its own various storage devices to other computers connected to a network and using the information. It is possible to share and centrally manage data, and is equipped with safety management of information, management of access right for each user, and management function of multi-access to one file. The hard disk (storage device) of this hard disk device is provided with a program storage unit 13a, a mail information storage unit 13b, a respondent information storage unit 13c, and a result information storage unit 13d. In addition, the storage device 13 is a mail information storage unit 13b.
Information stored in, and the respondent information storage unit 13
The processing information stored in c can be written in the storage device 13 by a predetermined program read by the CPU 10. Other than this, the student information that consists of the basic information of the student, the answer support information that the respondent can refer to when creating the answer, the email information that the student sent in the past and the reply to this email. It stores a database of correspondence history information, which stores information for a certain period of time, other databases referred to at the time of correspondence, files of various software and documents, and the like.

The program storage section 13a includes application server software and the like in addition to control programs such as an OS (operating system), and stores application software control programs necessary for reply management. For example, with respect to the response record including the response work record of each respondent stored in the respondent information storage unit 13c,
A statistical processing program for performing a predetermined statistical processing and displaying the statistical processing result on the administrator side terminal 6, and a reception time when an electronic mail is received from the sender side terminals 51, 52, for a predetermined period. A reply deadline setting program for setting the latter as a reply deadline is stored.

The mail information storage unit 13c constitutes an electronic mail system, and in addition to a mail server program file for performing processing such as a function of sending and receiving a message by electronic mail, a mailbox function, a message management function, a received electronic mail. A mail file consisting of mail,
It is stored as a database in which processing information including reply time limit information set for each e-mail and acceptance information indicating a decision result of acceptance of reply document creation work for the e-mail is associated.

The communication network 2 is the Internet using a communication means using a public line or a private line.

The input device 12 includes a keyboard, a pointing device such as a mouse and a touch pen, and the like.

The communication device 14 has a function of transmitting and receiving information and a signal for requesting information acquisition to and from a terminal, and is constituted by a modem, a terminal adapter, a router, etc., and is a telephone line, an ISDN line, or a dedicated line. Reply management device 3 and sender side terminals 51, 5 via a communication line such as
2 is provided so as to be connectable.

The sender side terminals 51, 52 are personal computers 51 connectable to a communication line via an intranet or the Internet, and portable sender side terminals 51, 5 having a character information service receiving function such as a mobile phone.
There are two.

The sender terminal 51, which is a personal computer, includes a CPU, a RAM, a hard disk device, an input device, a communication device, a display device, and the like.
They are connected via a bus and various interfaces.

The CPU receives a response from the reply management device 3 in response to a system program stored in the hard disk device, various application programs corresponding to display processing of reply information, and various instruction signals transmitted from the sender terminals 51 and 52. R for processing results related to information display
A process of temporarily storing in the AM and displaying the processing result on the display device is performed.

The RAM forms a program storage area for expanding various data when the CPU executes a program stored in the hard disk device, and temporarily stores data relating to processing executed by the CPU. A work area or the like processed by the input instruction and the input data is formed.

The hard disk device stores a control program such as OS (operating system) and an application program such as a WWW browser.

The input device is provided with a pointing device such as a mouse and a touch pen in addition to the keyboard.

The communication device is composed of a modem, a terminal adapter, a router or the like, a telephone line,
Information and a signal for requesting information acquisition are transmitted and received with the reply management device 3 via an ISDN line or a communication line such as a dedicated line.

The display device is connected to the sender-side terminals 51 and 52, and is, for example, a CRT (Cathode Ray Tub).
e), an LCD (Liquid Crystal Display), etc., and displays inquiry information and various information distribution request conditions on the screen according to the display control of the CPU.

The administrator side terminal 6 and the respondent side terminal 4 ...
Is a personal computer, which includes a CPU, a RAM, a hard disk device, an input device, a communication device, a display device, and the like, which are connected via a bus and various interfaces. In the administrator side terminal 6 and the respondent side terminal 4, the CP
The configurations of the U, the RAM, the hard disk device, the input device, the communication device, the display device, and the like are the same as those of the sender terminals 51 and 52 including the personal computers described above. That is, when you log in to the system using a personal computer, you can use the system by entering the registered user name and the authentication number such as a password that are registered in advance, and you can use the system depending on the authentication number. Are identified and become the administrator-side terminal 6 that can be used by the administrator, and the respondent-side terminal 4 that can be used by the respondent. Therefore, these, CPU, RAM,
A description of the hard disk device, input device, communication device, and display device will be omitted.

Next, a reply management method using the reply management system 1 in this embodiment will be described. First,
In step S1, a question from the student is received by e-mail. A reply deadline is set in the received e-mail by the processing of the reply deadline program, which is automatically set as a reply deadline after a predetermined time from the reception date and time of the e-mail, and the reply deadline information is set in step S3. , And electronic mail are stored in the mail information storage unit 13b. At this time, the reception date and time of the e-mail, the content of the e-mail including the sender name, the document, etc., and the reply deadline for the e-mail are processed so that they can be displayed on the display device of the respondent side terminal. Remembered

The electronic mail and the processing information stored in the mail information storage unit 13b are confirmed at the respondent terminal 4 ... In step S4. The mail information stored in the mail information storage unit is displayed on the terminal set in advance as the respondent-side terminal 4 together with the additional information. That is, the plurality of emails stored in step S3 are displayed in a list as shown in FIG.

Although not shown on the electronic mail list screen, whether or not each respondent has confirmed the electronic mail is displayed so that the unconfirmed electronic mail is displayed on the electronic mail list screen shown in FIG. 4A. The mail is selected with a pointing device or the like, the "mail content display" button 41a is designated, and the content of this electronic mail is confirmed. The respondent registers the result of the decision whether to accept the response document creation task as to whether to accept the task of responding to the confirmed e-mail. That is, FIG.
As shown in (b), on the confirmation screen of the selected e-mail, when accepting the task of responding to the e-mail,
"Reply" button b41 or "reply reservation" button b42
Is designated using an input device such as a pointing device, the acceptance information indicating that the respondent has accepted the task of handling the electronic mail is stored in the mail information storage unit 13c. Here, in the screen shown in FIG.
To create an answer document immediately, "Reply" button b4
When 1 is designated and the reply document is not immediately created, the "reply reservation" button b42 is designated to determine the person in charge of reply work.

On the other hand, if it is impossible to respond to the confirmed e-mail, the "response impossible" button b43 is designated and the unacceptable information (acceptance information) is registered in step S6. The acceptance information registered in this way is additionally stored in the mail information storage unit 13c in step S7.

Then, in step S5, the respondent who has accepted the reply work to the e-mail proceeds to step S13. In step S13, it is determined whether or not to immediately create an answer. To create an answer immediately, step S
Proceeding to 15, an answer document corresponding to the content of the electronic mail is appropriately created, and the created answer document is transmitted to the reply management device 3 in step S16. When the reply management device 3 receives the reply document from the respondent side terminal 4 in step S17, the reply management device 3 transmits the reply document in the form of electronic mail to the corresponding student in step S18.

When the reply e-mail is sent to the student, the answer record of this answerer is registered in the answerer information storage section 13c in step S19. The registered response results are statistically processed by the statistical processing program, and the statistical results are updated.

Here, when the reply deadline stored in the mail information storage unit 13c approaches the reply deadline by a predetermined time by the processing of the reply deadline management program, the deadline caution information is registered in the mail information storage unit 13c in step S12. Then, on the received mail list screen shown in FIG. 4A, in the response time limit information display section 42a, as shown by the reference numeral 43a, the display such as the font and color is changed to notify. Further, the process proceeds to step S9, and the administrator side terminal 6 displays 5 in FIG.
As shown in 2a, the return deadline caution information is notified. The administrator who confirms the deadline caution information takes measures such as urging the accepted respondent to reply, and performs the processes of steps S15 to S18 so that the answer document is surely returned to the student. Then, in step S19, with respect to the respondent who has accepted the response to this e-mail, the response record is registered as the respondent information.

On the other hand, in step S5, if the "response impossible" button b43 is designated and registered, step S7
At, the reply management device 3 stores the reply acceptance information including the unreplyable information in the mail information storage unit 13c.
Then, in step S19, the answer impossible information is stored as the answer record of the answerer in the answerer information storage 13c.
Memorized in.

If all the respondents register the answer acceptance information as a result of registering the unanswerable information,
By the processing of the caution information notification program, the information is stored in the mail information storage unit 13c in step S8, and is notified to the administrator side terminal 6 in step S9, for example, as indicated by 51a in FIG. 5A. The administrator who confirms the caution information determines a countermeasure in step S10 and ensures that a reply is sent to the students. For example, when all the respondents cannot answer, a screen as shown in FIG. 5 (b) is displayed, a suitable person who can respond is selected according to the status of the e-mail, and the displayed person list 51b. Select the check box 52b displayed next to the name of the person in charge from the
When you select the "Transfer" button 53b, the response request information
Sent to the appropriate person.

In the reply management method of this embodiment,
The information of the received e-mail is displayed as shared information for each respondent, and the acceptance information registered from each respondent's terminal can be confirmed as shared information by each respondent, so the respondents to the email are duplicated. It is possible to prevent respondents and to allocate respondents smoothly. It also reduces the work of managing the question and the person in charge of this question.

Further, since e-mails for which respondents cannot accept reply work are also registered as acceptance information,
Respondents will check all e-mails waiting to be accepted, and it is possible to prevent this question from being left unanswered and the answer being delayed without the respondent being identified. Furthermore, when all the respondents reply that they cannot reply, or when the reply deadline is approaching, the e-mail can be easily managed and swift response is possible.

Further, the answer record of each answerer is stored in the answerer information storage section 13c, and the statistical processing program (statistical processing means) performs statistical processing on this answer result, and the manager side terminal 6 performs the statistical processing. In addition, since the statistical processing result is stored in a confirmable manner, the monitoring function for the respondent's neglecting behavior is improved, the respondent's neglecting behavior is suppressed, and the efficiency of the reply work can be improved.

In the reply management system 1 according to the present embodiment, the respondent side terminals 4 ... And the manager side terminal 6
Is configured to connect to the reply management device 3 via the intranet, but is not limited to this. For example, via the Internet, the reply management device 3, the respondent side terminal 4, ... The configuration may be such that the side terminal 6 is connected, and the point is that the reply management device 3 and the respondent side terminal 4 are connected.
, And the administrator side terminal 6 may be connected via a communication network.

Further, the reply management method in the present embodiment has been described by using the example of answering the question from the student who has attended the educational program, but the invention is not limited to this. It may be applied to an inquiry window that receives inquiries, and the point is that it is necessary to manage reply work to electronic mail.

Further, the specific configuration such as the display screen examples shown in FIGS. 4 and 5 is not limited to the example of this embodiment.

[0060]

According to the invention of claim 1, communication means and
Since the e-mail information storage unit and the respondent information storage unit are provided, it is possible to smoothly support the commissioning work of the respondents who correspond to the received e-mails, and the plurality of respondents that respectively correspond to the plurality of e-mails. It is possible to memorize the correspondence record of (1) so that it can be confirmed from the terminal on the side of the administrator, and it becomes information for evaluating the correspondence record of the respondent, and it is possible to prevent a decrease in work efficiency due to negligence of the respondent. That is, it becomes possible to prevent omission of the reply to the sent e-mail, and to quantitatively evaluate the work of the respondent, so that the reply work can be efficiently performed.

According to the invention of claim 2, the same effect as that of claim 1 can be obtained, and the processing information includes the acceptance information indicating whether or not each respondent responds to the electronic mail. Since the response deadline for the e-mail is included, it is possible to confirm whether there is a respondent who corresponds to the e-mail and prevent omission of correspondence to the e-mail.
Also, since the reply deadline can be confirmed, it is possible to prevent a reply from being delayed.

According to the invention of claim 3, not only the same effect as that of claim 2 can be obtained, but the electronic mail and the processing information stored in the mail information storage section are:
Since it is stored as shared information in a plurality of respondent side terminals, the latest registered processing information can be confirmed from each respondent side terminal and can be confirmed at any time. Further, since the e-mail and the processing information are confirmed from a plurality of respondent side terminals, the processing information monitoring function can be improved, and it can be expected that omission of correspondence will be suppressed. Further, since the electronic mail and the processing information are confirmed from the plurality of respondent side terminals 4, it is possible to prevent a plurality of respondents from replying to one electronic mail in duplicate.

According to the invention of claim 4, the same effect as in any one of claims 1 to 3 can be obtained, and the processing information notifying means stores the processing information stored in the mail information storage section. In (2), when there is no respondent who accepts the response document creation work, it is possible to notify the unanswerable information, and it is possible to prevent omission of confirmation of unanswerable information in a plurality of received e-mails and delay of reply. .

According to the invention of claim 5, the same effect as that of any one of claims 1 to 4 can be obtained, and since the statistical processing means is provided, it is stored in the respondent information storage section. It is possible to automatically perform the statistical processing of the answered results. In addition, since the statistical result of the response results by the statistical processing means is stored in the respondent information storage unit so that the administrator terminal can confirm the results, the administrator can easily obtain the quantitative information regarding the respondent's response results. Obtainable.

According to the sixth aspect of the present invention, the respondent side terminal and the administrator side terminal can be easily connected to the reply management device via the communication network to easily reply to the received electronic mail. it can.

According to the invention of claim 7, the receiving step, the mail information storing step, and the transmitting step make it easy to process the processing information relating to the received electronic mail even if a large amount of electronic mail is received. You can figure it out. Further, it is possible to prevent omission of correspondence to the received e-mail. Furthermore, the respondent information storage step allows the administrator to easily confirm the respondent's response record, prevent reply omission in reply work corresponding to the received e-mail, and perform reply work efficiently.

According to the invention of claim 8, a program executable by a computer is stored, and a program including processing for realizing a receiving step, a mail information storing step, a transmitting step and a respondent information storing step is provided. Since it is stored, the processing in the receiving step, the mail information storing step, the transmitting step, and the respondent information storing step can be automatically performed by the program stored in this storage medium as needed. .

[Brief description of drawings]

FIG. 1 is a diagram showing an overall configuration in an example of an embodiment of a reply management system according to the present invention.

FIG. 2 is a block diagram showing a main configuration of an example of an embodiment of a reply management device according to the present invention.

FIG. 3 is a flowchart for explaining a reply management method according to the present invention.

FIG. 4 is a block diagram showing a main configuration of a respondent side terminal in the example of the present embodiment.

FIG. 5 is an explanatory diagram showing a display example of the display device in the embodiment of the present invention.

[Explanation of symbols]

1 reply management system 2 communication network 3 Reply management device 4 Respondent side terminal 5 Sender side terminal 6 administrator side terminal 10 CPU (statistical processing means, notification means) 11 RAM (statistical processing means, notification means) 13 Storage device 13a Program storage unit (statistical processing means) 13b Mail information storage unit 13c Respondent information storage unit

Claims (8)

[Claims] 1. A reply management device for managing reply work to an electronic mail sent from a sender terminal, which receives an electronic mail sent from a sender terminal and sends a reply document to the electronic mail. A communication means for transmitting the answer document created by the plurality of responder side terminals to the sender side terminal by e-mail, and an e-mail received from the sender side terminal by the communication means to the e-mail. A mail information storage unit that correlates processing information related to reply work and that can be disclosed publicly, and a correspondence record of a plurality of respondents who respectively correspond to a plurality of electronic mails can be operated by an administrator who manages the reply work. Reply management device, which stores an answerer information storage unit that can be confirmed using a different administrator-side terminal. 2. The reply management device according to claim 1, wherein the processing information stored in the mail information storage unit includes acceptance information indicating a determination result of acceptance of a reply document creation task for each e-mail. And a reply management device for replying to the e-mail. 3. The reply management device according to claim 2, wherein the mail information storage unit stores the e-mail and the processing information so as to be identifiable as common information of a plurality of respondent terminals. The reply management device is characterized in that the processing information registered by the person-side terminal is stored after being subjected to display processing that can be confirmed by each respondent-side terminal. 4. The reply management device according to claim 1, wherein in the processing information stored in the mail information storage unit,
A reply management device comprising a processing information notifying means for notifying unreplyable information when there is no respondent who accepts the reply document creation work. 5. The reply management device according to claim 1, further comprising a statistical processing unit that statistically processes the response record stored in the respondent information storage unit. A reply management device, characterized in that a statistical result of a response record is stored in the respondent information storage section so as to be confirmed by the administrator side terminal. 6. The reply management device according to claim 1, a responder terminal operable by a respondent who creates a reply document to an electronic mail received from a sender terminal, and the reply work. The administrator terminal that can be operated by the administrator of
It is connected to a communication network, and via this communication network, the reply management device,
A reply management system characterized in that a replyer side terminal and a manager side terminal corresponding to the electronic mail which can be connected to the reply management apparatus are connectable. 7. A reply management method for managing reply work to an electronic mail sent from a sender terminal, comprising: a receiving step of receiving the electronic mail sent from the sender terminal; A mail information storage step of storing an e-mail received from the sender's terminal in an openable manner by associating the e-mail with processing information related to the correspondence, and a responder's terminal for creating a reply document to the e-mail The sending step of sending the answer document created in step 1 to the sender's terminal by e-mail, and the response record of a plurality of respondents corresponding to each of the plurality of e-mails is operated by an administrator who manages the reply work. A reply management information storing step of storing the answerer information that can be confirmed by a possible administrator side terminal. 8. A reception medium for receiving an e-mail sent from a sender terminal, which is a storage medium storing a program executable by a computer that manages reply work to an e-mail sent from a sender terminal. And a mail information storing step of storing the electronic mail received from the sender terminal by the receiving step in association with the processing information regarding the reply work to the electronic mail, and publicly storing the information. A step of transmitting an answer document created by the answerer side terminal that creates the answer document to the sender side terminal by e-mail, and a response record of a plurality of respondents respectively corresponding to the plurality of e-mails, And an answerer information storing step of storing the answerer information that can be confirmed by an administrator terminal that can be operated by an administrator who manages reply work. Storage medium characterized by storing a program including processing.