JP2003524816A - Computerized knowledge mediation system - Google Patents

Abstract

A user-driven system, apparatus, and method for generating and sharing knowledge over a computer network, and more particularly, an online consulting service for users of the computer network Systems, devices, and methods for obtaining In one embodiment, the present invention provides a method of networked consulting. A group containing three or more members is established. Within a first predetermined time period, a first member of the group sends a message to a central location device over a computer network. When a message is received at the central location device, the message is reviewed so that a query based on the message can be defined. The inquiry is then sent from the central location device to at least a portion of the group. In response to the query, a message is received at the central location device within a predetermined second time period, the second message including a response to the query from a second member of the group. At the central location unit, an analysis of this query and response is created and sent to members of the group.

Description

Detailed Description of the Invention

[0001]

TECHNICAL FIELD OF THE INVENTION

The present invention relates to user-driven systems, devices, and methods for generating and sharing knowledge over computer networks. More particularly, the present invention relates to systems, devices, and methods for enabling users of computer networks to obtain online consulting services.

[0002]

[Prior art]

The advent of the Internet has created a rapid and significant impact on today's businesses. The digital economy is changing the answers to basic business questions. However, not all companies have the resources themselves to solve every question and problem that arises, or the ability to solve them in so-called “Internet time”. As a result, companies that have the time and resources to do so may seek advice from traditional consultant services. If the consultant already has an answer to the company's question,
Or, if you already have access to other resources that can provide an answer, you can answer the company's inquiry reasonably promptly. If not, the consultant can conduct a personalized research project to find a solution or answer for that company. However, both of these options can be expensive. Rapid access to resources and the retention of skilled consultant personnel requires significant expenditure. Similarly, the costs and time associated with many research projects (typically 6-12 months) are often prohibitive to many businesses, unacceptable, or both.

Furthermore, consulting as is conventionally done may cause dissatisfaction between businesses. For example, an ordinary consultant can use the direct consultation by himself only for a short period (for example, one week or two weeks). Their remaining time may be spent traveling and visiting other clients. Often, when an urgent question arises, the original consultant is still unable to assist the previously serviced client.
Instead, a less experienced consultant or one who is less familiar with the original business may be assigned to take over. The retraining process for replacement consultants is costly in both time and money. Furthermore, the end result of traditional consultations is usually lengthy and expensive reports. Reports may include suggestions and solutions to the business as discussed above, but are often presented much later than when the business really needed to solve the problem.

[0004] In contrast, currently available online consulting systems generally involve analysis, research, and surveys provided by traditional consulting services.
And avoid reporting levels. Therefore, answers are provided faster and at lower cost. In addition, online consultants are available (at least in theory) anywhere, so the problem of "unavailable" consultants is avoided.

For small businesses, online consulting services offer the opportunity to seek advice from external consultants at affordable prices for the business and in a time frame that operates at a fast pace in the business world. Even for large companies, online consulting can complement (or even replace) traditional "mainstream" consultants. As competitive and global economies require fast and iterative decision-making, few businesses can afford the time to seek and obtain strategic advice.

Some currently available online consulting services seek to meet this need with “real” consultants. For example, one well-known service provides the ability to search for a real consultant's service for a given number of questions at a fixed rate. The user submits the question to the service via the computer network, typically by entering the question and sending it via email or a web page. When a question is received by the service, it is put into a specific subject category so that a "knowledge provider" (a real employee) can be routed to the appropriate consultant (or other expert qualified to answer the question). Sort. When the consultant is contacted, the consultant provides the answer directly to the sender of the question.

[0007] Other online consulting services primarily provide "pre-packaged" information targeted to the user's business area. For example, users of one type of system may find that constantly updated information and data about various industries,
He has access to computerized bulletin boards on various topics of interest, as well as "best practices" databases of businesses around the world. The final service includes features that allow a company to compare its practices with its peers and / or other companies in different business areas. Such comparisons are generally considered to be helpful in improving the performance of the company itself. For fees, this system will provide the services of a real consultant at hourly rates.

Since the on-time consulting services currently available are not research-centric, the consultation provided is often dependent on the question being asked. For some services, for example, online consulting services are unlikely to be able to provide a satisfactory solution unless the question is about an area that is already part of an existing research database. In another example, online consulting services simply provide consultants who answer questions based on their own knowledge. More complex questions, such as questions that require bespoke industry research, are not provided by any known system.

[0009]

[Problems to be Solved by the Invention]

While online consulting is superior to traditional consulting in providing answers to specific questions, many businesses
One would prefer the "best of both worlds" approach, which combines quick response with survey-oriented and well-analyzed responses to their business interests. The present invention provides several approaches to meet this need.

[0010]

[Means for Solving the Problems]

In one embodiment, the present invention provides a method of networked consulting. A group of three or more members is established. A first member of the group has a central location device via a computer network within a predetermined first time period.
Send a message to (central location). When a message is received at the central location device, the message is reviewed so that a query based on that message can be defined. This inquiry is then sent from the central location device to at least part of the group. In response to the inquiry, a message is received at the central location device within a predetermined second time period, the second message including a response to the inquiry from a second member of the group. At the central location device, an analysis of this query and response is created and sent to the members of the group.

Embodiments of the invention can include the following. In one embodiment, the analysis is sent only to the group members who responded to the query. In another embodiment, the inquiry is sent to the first member for approval before being sent to the group. In yet another embodiment, if no response is received at the central location device in response to the inquiry, the inquiry is
Central location equipment sends to non-group members, such as consultants, to create analyzes based on responses from non-group members.

In another embodiment, the present invention provides a method of networked consulting, which method comprises establishing a group of three or more members,
Receiving a plurality of first messages from a member of a group via a computer network at a first location within a predetermined first period of time and at least one set of queries based on at least a portion of the first messages. Generating, sending at least one query set from a first location to a group, at a first location within a predetermined second time period, in response to at least a portion of the query set, via a computer network. Receiving a plurality of second messages, creating at least one analysis based on the queries in the set and any corresponding responses, and sending the analysis from the first location to the group. .

[0013]

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 shows a block diagram of a system in which one embodiment of the invention can be implemented. Central location device 2 represents, in one embodiment, a computer capable of sending and receiving communications over a network. In one embodiment of the invention, central location device 2 is a computer that communicates over a wide area network. In another embodiment, the central location device 2 is a "virtual" location that can send and receive communications to and from other locations, such as the World Wide Web ("WWW"). The central location device 2 is typically a computer with at least a processor 3 and a memory 4.

Group members 6 and consultants 10 are connected via a computer network, such as a wide area computer network, so that all members and consultants are in electronic communication with central location device 2. This communication may take the form of email, access to one or more web pages, or any other electronic communication system.

The executive group 5 includes a plurality of group members 6. Executive Group 5, in one embodiment, includes business areas, executive positions,
A set of group members 6 having some predetermined characteristics such as company size and annual income
Represents For example, an executive group 5 called "CEO" with multiple group members 6 each being the chief executive officer ("CEO") of the business.
Can be formed. In some embodiments, multiple features can be used to define a group. For example, an executive group 5 called a "Telecom HR" can be formed by a head of staff at a telecommunications company that has a gross income of more than $ 8 billion per year.

In one embodiment, executive group 5 is formed to provide a set of members of the business community that are the subject of surveys, inquiries, and other types of information gathering. Specifically, any group member 6 having a question regarding a particular business issue can use the system described below to send the question to other members of the executive group 5. However, in the preferred embodiment, the group member 6 does not send questions directly to the member. Instead, the group member 6 sends the query to the central location device 2 via the computer network.

It should be understood that the group member 6 need not send only one question to the central location device 2. Group members 6 may also send other information, such as problem statements, observation reports, and series of questions, in one embodiment. In fact, the message from the group member 6 may or may not include the question in effect. That is, group member 6 may have a problem, but may not know the question to ask, which may provide (from another group member 6) an answer that may help address the problem.

To allow other members 6 of the executive group 5 to provide useful input or answers to the group member having an inquiry or problem, the central location device 2 is sent from the group member. Take a message and turn it into a targeted query or set of queries. This is accomplished in a preferred embodiment by communicating the original message from the group member 6 to one or more consultants 10 via a computer network. The consultant 10 is a "real" person, typically sitting at a computer and communicating with the central location device 2 via a computer network. Consultant 10
May understand, elaborate, edit, summarize, or answer questions from group member 6 to other members of executive group 5 (and other group members 6). 6) Trained to paraphrase one or more inquiries that may provide useful information for, or all of them. Further, in one embodiment, multiple consultants 10 may be involved in formulating group member questions.

In one embodiment, the central location device 2 prior to sending the query to the group members 6
Wait for a predetermined amount of time. Thus, this allows multiple group members 6 to ask questions, have consultant 10 formulate those questions, and compose one or more surveys to be sent to group member 6. For example, in one embodiment, the central location device 2 provides a two-week interval in which group members 6 can send questions. During this time, the central location device receives questions and messages from the group members 6 and provides them to one or more consultants 10 for training. At the end of the two week interval, the consultant 10 organizes the questions into useful forms, such as by category, and produces a set of queries that effectively summarizes the questions received. Questions that do not fit into the other categories are stored in memory 4, but are preferably segregated into "other" or "miscellaneous" type categories in the query set.

When the consultant 10 formulates a question into one or more inquiries, the inquiry is sent to each group member 6 in the executive group 5. In one embodiment, as a condition of group membership, each group member 6 is obliged to participate in answering queries sent from the central location device 2. Queries can be provided to the group members 6 from the central location device 2 in several ways. In one embodiment, the inquiry is sent as an electronic communication, such as an email message, to which the group members respond. In another embodiment, the query is provided on a web page accessed by group member 6. For example, as a condition of belonging to executive group 5, group members 6 must agree to access a particular web page at least once a month. When group member 6 visits the web page, it lists one or more "crafted" queries from other group members. Thus, it can be seen that the central location device 2 can combine the queries received from different group members 6. The present invention is not limited to asking and answering one question at a time. In another embodiment, the sending of queries and responses is accomplished using other than electronic communication, such as conventional mail.

When group member 6 responds to one or more queries received from central location device 2, group member 6 sends a response back to central location device 2. Central location device 2 sends the response to one or more consultants 10. The consultant 10 reviews the results and creates an analysis / summary of the results for each query. Typically, the type and level of analysis will be the topic area of the inquiry, the background of the group member 6, the level of consultant services paid by the group member 6 (
For example, it depends on the cost). When the analysis is complete, the consultant 10 sends it to the central location device 2, which in turn sends it to all group members 2. This transmission may be by any method known to one of ordinary skill in the art, such as ordinary mail delivery, electronic communication, posting on a web page, and the like.

In one embodiment, the present invention provides a level of anonymity if desired. For example, in one embodiment, the identity of the group member 6 who sent the question is hidden to one or more other group members 6 or consultants 10. In another embodiment, the identification of the one or more group members 6 providing the response remains anonymous. In another embodiment, the group member 6 that responds to the inquiry (which may or may not be anonymous) from the central location device 2 includes in its response the group member 6 who sent the question. Indicates that you do not want to hide your identity. In fact, the responding group member 6 may also explicitly indicate that it is willing to accept direct communications from the inquiring group member 6. Similarly,
The querying group member 6 may also indicate that it is willing to accept direct communications from other group members 6 in response to the query. Direct communication can even occur in some cases without revealing the identity of the participants.

The following example illustrates how some embodiments of the invention work. It should be appreciated that these examples are not limiting. Those skilled in the art will appreciate other types of questions and answers that can be used with the present invention.

With reference to FIG. 1, assume that one of the group members 6 has the problem of deciding whether the computer used by the company should be migrated to a different operating system. This group member 6 is a member of the executive group 5 which includes companies involved in the financial services business. Group member 6 sends the following questions to central location device 2: "As a financial services business, should I upgrade from operating system X to operating system Y? What are the advantages and disadvantages of doing so? How much does it cost? Who should upgrade? Is it? "

The central location device 2 forwards this message to the consultant 10, who creates a brief survey to help find the answers to the questions sent by the group members 6. • Send to Group 5 members (or members of the financial services industry). The survey has the following questions: What operating system are you using? How long have you been using it? What operating system did you use before? Why did you change the operating system? How much did it cost? Are you planning on upgrading your system? If so, when? For what? Who did you use to perform the upgrade? Or are you going to use it?

Central location device 2 then sends this query set to member 6 of executive group 5. Note that this set of queries may have as few or as many queries as consultant 10 desires. In addition, the question may be sent to other groups that consultant 10 thinks are relevant or interested in the answer.

In response, the group member 6 sends a reply to the central location device 2 in response to the received query set. The central location device 2 sends these responses to the consultant 10
And consultant 10 analyzes the results. Analysis typically involves assembling answers to questions, looking for trends or particularly useful responses, generating advice based on the responses, and so on. When the analysis is complete, the consultant 10 provides it to the central location device 2, which sends it to each group member 6. In this example, based on the answers received, the analysis sent to Group 5 may be written as:

Question: “As a financial services business, should I upgrade from operating system X to operating system Y? What are the advantages and disadvantages of doing this? How costly is that? Answer based on service results: "No, upgrading to operating system Y at this point is probably not recommended. You are currently using this operating system in your peer group. Less than 10% have less than 5% planning future migrations, instead nearly 45% of your peer groups are already migrating to operating system Z and another 20% % Plans to do so within the next two years. Upgrade provider that is generally available (has been used in 80% of you are planning to upgrade or are upgrading) Acme's Services. The average cost of this upgrade is about 5000 dollars per user. "

As shown in the example above, using the system described in FIG. 1, group members are directly involved in the need for short-term and / or long-term needs, are useful, and are readily actionable. Can get advice. Further, the results of the survey are obtained from members of the peer group so that the group member 6 can determine the "best practices" or course of action for that particular business segment.
This feature is also illustrated in the example below.

In this example, a group member sends a “best practice” type question to central location device 2. "What is the best way to organize the structure of a cross-functional Internet team to achieve maximum results?"

In response, central location device 2 forwards this message to consultant 10, who creates the following inquiry for group member 6. Is the internet team in the same place for the duration of the project? Are members of the internet team motivated or inspired by the results achieved by the internet team? Are members of the Internet team in a direct or indirect reporting relationship with the head of the Internet project?

Similar to the previous example, the central location device 2 then routes this query set to the executive
Send to member 6 of group 5.

It should be noted that the type of Executive Group 5 that is formed helps to ensure the relevance of information related to and from group members. Members of the Telecom HR group, for example, may be referred to the CEO mentioned above on specific topics such as computer system upgrades.
They may have significantly different interests and opinions from the group or the exemplary financial services industry group. Nevertheless, each group can provide valuable insight into the same issue. As a way to see if the entire business community has a positive or negative view of operating system Y, a group member 6 of one group may ask the same question as the example above to another group. You can also send it to.

FIG. 2 is a flow chart representation of one method of online consulting according to the present invention. First after establishing the executive group (step 100)
(Step 120), the central location device receives one or more messages from the group members (step 110). First to accumulate questions
The use of a time period of helps to ensure that group member's questions are never answered for too long. This also allows the central location device to group related queries together, as mentioned above.

At the end of the first period for receiving the question, the central location device provides the question to the consultant, who then defines the set of one or more queries based on the received message. Can be done (step 130)
. The central location device then sends the query set to the group (step 140). The central location device then receives a response to the inquiry until the second period expires (step 150). In the second period, as in the first period, the group
Helps analyze member questions and help them answer them. However, the second
The period is usually selected so that the group members have sufficient time to answer the query. In one embodiment, as each response is received, the response is
Is stored in the central location device until the end of the period (step 160).

At the end of the second period, one or more consultants review the response and
Create an analysis based on one or more queries and their respective responses (step 1
80). The consultant then sends the analysis to the central location device, which in turn sends it to the group (step 190). In another embodiment (not shown in FIG. 2), the central location device may store the analysis for future reference by group members and / or consultants.

[Brief description of drawings]

FIG. 1 is a block diagram of a networked consulting system according to one embodiment of the invention.

FIG. 2 is a flow chart of a method of networked consulting according to an embodiment of the present invention.

─────────────────────────────────────────────────── ─── Continued front page    (81) Designated countries EP (AT, BE, CH, CY, DE, DK, ES, FI, FR, GB, GR, IE, I T, LU, MC, NL, PT, SE), OA (BF, BJ , CF, CG, CI, CM, GA, GN, GW, ML, MR, NE, SN, TD, TG), AP (GH, GM, K E, LS, MW, SD, SL, SZ, TZ, UG, ZW ), EA (AM, AZ, BY, KG, KZ, MD, RU, TJ, TM), AE, AL, AM, AT, AU, AZ, BA, BB, BG, BR, BY, CA, CH, CN, C R, CU, CZ, DE, DK, DM, DZ, EE, ES , FI, GB, GD, GE, GH, GM, HR, HU, ID, IL, IN, IS, JP, KE, KG, KP, K R, KZ, LC, LK, LR, LS, LT, LU, LV , MA, MD, MG, MK, MN, MW, MX, NO, NZ, PL, PT, RO, RU, SD, SE, SG, S I, SK, SL, TJ, TM, TR, TT, TZ, UA , UG, UZ, VN, YU, ZA, ZW (72) Inventor Abbe, Ruth             United States 01741 Massachusetts             Karlsruh, Martin Street             162 [Continued summary] Sent to members of the group.

Claims (11)

[Claims] 1. A method of networked consulting, comprising: (a) establishing a predetermined group of two or more members, and (b) at a central location device within a predetermined first period. Receiving a first message from a first member of the group via a wide area computer network; (c) generating a first query based on the first message; (d) Sending the first inquiry from the central location device to at least a portion of the predetermined group; and (e) at the central location device within a predetermined second time period via the wide area computer network. Receiving a message containing a response to the first inquiry from a second member of the group, and (f) at the central location device the first inquiry and the response thereto. A method comprising: creating a relevant analysis, and (g) sending the analysis from the central location device to the predetermined group via the wide area computer network. 2. The method of claim 1, wherein step (g) further comprises the step of sending the analysis only to members of the predetermined group that respond to the first query. 3. Before sending the first inquiry from the central location device to the portion of the group,
The method of claim 1, further comprising sending the first inquiry from the central location device to the first member for approval. 4. Step (d) further comprises sending the first inquiry to the predetermined group.
The method of claim 1. 5. The method of claim 1, further comprising storing the first analysis in the central location device so that the first analysis is accessible to members of the predetermined group. 6. (i) If the message is not received within the predetermined second period, the first
Sending a query from the central location device to a non-group member; (ii) creating a non-group analysis relating to the response of the non-group member to the first query; (iii) Sending a non-group analysis from the central location device to at least the first member of the group. 7. (i) Step (a) further comprises establishing a predetermined group of three or more members required to respond to an inquiry sent from the central location device, (ii) ) Step (d) further comprises sending the first inquiry from the central location device to the predetermined group, and (iii) step (g) further comprises: sending the first analysis to the first location. 2. The method of claim 1 including sending from the group to the group. 8.   The method of claim 1, wherein the identity of the first member remains anonymous. 9.   The method of claim 1, wherein the identity of the second member remains anonymous. 10. The method of claim 1, wherein the identification of members of the predetermined group is kept anonymous. 11. A method of networked consulting, comprising: (a) establishing a predetermined group of three or more members, and (b) at a central location device within a predetermined first period. Receiving a plurality of first messages from members of the predetermined group via a wide area computer network, and (c) generating at least one query set based on at least a portion of the first messages. (D) sending the at least one query set from the central location device to the predetermined group; and (e) at the central location device within the predetermined second period of time, the wide area computer, Receiving, via a network, a plurality of second messages in response to at least a portion of the set of queries, and (f) corresponding to the queries in the set. Creating at least one analysis based on the optional response; and (g) sending the analysis from the central location device to the predetermined group.