JP2010176188A - Server and q&a system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a Q&A system for promoting utilization of FAQ (Frequently Asked Question). <P>SOLUTION: The system for disclosing a membership Web site including Q&A has: a Q&A DB 22 storing questions transmitted from users, answers to the questions, and identifiers of question users in association with each other; an FAQDB 23 for storing FAQ including combinations of question examples and answer examples created based on the data in the Q&ADB 22 and the identifiers of the question users of the data as a basis for the question examples in association with each other; a point management DB 26 for managing the points of member users; and a control part 11 for, when receiving the question contributions to the Q&A and the identifiers of the users, storing them in the Q&ADB 22, and for acquiring the identifiers of the question users associated with the question examples of the FAQ stored in the FAQDB 23, and for adding predetermined points to the points of the question users in the point management DB 26. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a Q & A system for promoting the use of FAQs.

  In recent years, as a part of user support for products and services, it has been common to post information on how to use products and the contents of services on websites. By publishing such a website, it is possible to use it for after-sales service of users, reduce inquiries regarding products and services, and reduce the burden on the business side. The websites often contain Q & As along with usage instructions, and frequently asked questions (FAQs) for frequently asked questions. The user can obtain necessary information without sending an e-mail or making a phone call to the support center by searching for a question having the same content as the user wants to know from this FAQ. .

  However, there are not a few users who do not use FAQ by searching for trouble, and cannot use the search function because they do not organize what they want to know, so FAQ is not functioning sufficiently. there were. As a result, there is a problem that the business operator has to process an inquiry about a level of a question that can be solved by browsing the FAQ.

  On the other hand, in Patent Document 1 below, an excellent answerer can be used instead of a business operator by giving an evaluation point by a questioner to an excellent answer among answers answered to a question on the Q & A site. Techniques that can process questions are disclosed.

JP 2005-108067 A

  However, in the conventional technique as shown in the above-mentioned Patent Document 1, the subject to which points are given is the respondent, so the incentive to recommend the questioner to utilize the FAQ does not work. Therefore, there is a problem that the effect of reducing the number of inquiries from the questioner that should not be necessary is not directly connected. That is, the problem that the business operator has to process a question that can be solved by browsing the FAQ has not been solved.

  The present invention has been made in view of the above, and an object thereof is to obtain a Q & A system that promotes the use of FAQs.

  In order to solve the above-described problems and achieve the object, the present invention provides a server for publishing a member-based website on which Q & A (Question & Answer) is posted on a network, and an information communication terminal accessible to the server And the question transmitted from the information communication terminal by the user, the answer to the question, and the identifier of the question user who is the user who transmitted the question are held in association with each other FAQ (Frequently Asked Question) comprising one or more combinations of question examples and answer examples created based on data stored in the Q & A storage means, and the question examples held by the Q & A storage means FAQ storage means for associating and storing the identifier of the question user of the data that is the basis of the If the point storage means for managing the points of the users who are members, and the question posting from the information communication terminal to the Q & A and the identifier of the user of the information communication terminal are received, the question posting and the identifier of the user are The identifier of the question user stored in the Q & A storage means and associated with the FAQ question example held by the FAQ storage means is acquired, and a predetermined number of points of the question user stored in the point storage means is determined. And a control means for giving a positive point.

  Since the Q & A system according to the present invention gives an incentive to a user who has made a question that improves the usefulness of FAQ, it is possible to promote effective use of FAQ.

FIG. 1 is a diagram illustrating a configuration example of a Q & A system according to the present embodiment. FIG. 2 is a diagram illustrating a configuration example of a server. FIG. 3A is a diagram illustrating a configuration example of a Q data table. FIG. 3B is a diagram illustrating a configuration example of a QA data table. FIG. 3-3 is a diagram illustrating a configuration example of an FAQ data table. FIG. 3-4 is a diagram illustrating a configuration example of an FAQ questionnaire result table. FIG. 3-5 is a diagram of a configuration example of the FAQ evaluation history management table. FIG. 3-6 is a diagram illustrating a configuration example of a point management table. FIG. 3-7 is a diagram illustrating a configuration example of the member table. FIG. 4 is a flowchart for explaining the operation when the server receives a question posting. FIG. 5 is a flowchart for explaining the operation when the server receives a reply posting. FIG. 6 is a flowchart for explaining the operation when the FAQ is registered in the server. FIG. 7 is a flowchart for explaining the operation when the questionnaire response result is registered in the server. FIG. 8 is a flowchart for explaining the operation when the server counts points. FIG. 9 is a flowchart for explaining the operation when the server creates a user ID list. FIG. 10A is a diagram illustrating an example of data in the QA data table. FIG. 10B is a diagram illustrating an example of data in the FAQ data table. FIG. 10C is a diagram illustrating a data example of the point management table after giving the FAQ registration points. FIG. 11A is a diagram illustrating a data example of a FAQ questionnaire response result table. FIG. 11B is a diagram of a data example of the point management table after the FAQ registration points and the questionnaire response points are given. FIG. 11C is a diagram illustrating a data example of the point management table after the similar FAQ points are given, with respect to FIG. FIG. 12 is a diagram illustrating a data example of the FAQ evaluation history management table. FIG. 13A is a diagram illustrating an example in which users with high FAQ evaluation points are extracted based on the data in FIG. FIG. 13B is a diagram illustrating an example of data in the point management table after giving FAQ points. FIG. 14 is a diagram showing an example of data in the point management table after giving the total points. FIG. 15 is a diagram illustrating an example of data in the user ID list.

  Embodiments of a Q & A system according to the present invention will be described below in detail with reference to the drawings. Note that the present invention is not limited to the embodiments.

Embodiment.
FIG. 1 is a diagram illustrating a configuration example of a Q & A system according to the present embodiment. As shown in FIG. 1, the Q & A system includes a server 1, a network 2 such as the Internet, and an information communication terminal 3 such as a personal computer. The server 1 publishes a member-based website, and a user who is a member can log in to the website using the information communication terminal 3 to view information on the website, and can post questions and answers. . Although only the information communication terminal 3 is representatively shown in FIG. 1, a plurality of information communication terminals can actually communicate with the server 1.

  FIG. 2 is a diagram illustrating a configuration example of the server 1. The server 1 controls the entire apparatus, and also includes a control unit 11 having a calculation function, a storage unit 12 that is a storage unit such as a memory, an input unit 13 that is an input interface from a user, and an output to the user An output unit 14 that is an interface and a transmission / reception unit 15 that performs communication with the network 2 are provided. The storage unit 12 includes a QDB 21, a Q & ADB 22, a FAQ DB 23, a FAQ questionnaire response result DB 24, a FAQ evaluation history management DB 25, a point management DB 26, a member DB 27, and an authority table 28. The authority table 28 is information that associates IDs of registered member users, managers, and the like with processing permitted for the IDs.

  Next, the data structure of the table in each DB provided in the storage unit 12 will be described. FIG. 3A is a diagram illustrating a configuration example of a Q data table in the QDB 21. The Q data table in FIG. 3A stores questions posted by the user. For example, “question reception number”, “parent question reception number”, “questioner user ID”, “question title”, “question content” ”And“ Question posting date ”. The “question reception number” is a number assigned when the server 1 receives and processes a question. The “parent question reception number” is a question reception number held by the original question when a question is once again asked regarding a question once answered. “Questioner user ID” is the ID of the user who posted the question. “Question title” and “question content” are the title and content of the posted question, respectively. The “question posting date” here is the system date when the server 1 receives the question, but the system date when the information processing apparatus transmits the question or the system when the server 1 gives the question reception number The date may be used.

  FIG. 3B is a diagram illustrating a configuration example of a QA data table in the Q & ADB 22. The QA data table in FIG. 3-2 stores the questions posted by the user and the answers posted by the user in response thereto, for example, “question reception number”, “parent question reception number”, “questioner” “User ID”, “respondent user ID”, “question title”, “question content”, “answer content”, “question posting date”, “answer date”, “similar FAQ number” are provided. “Question reception number”, “parent question reception number”, “questioner user ID”, “question title”, and “question content” are the same as the items in the Q data table. “Answer user ID” is the ID of the user who posted the answer. “Response content” is the content of the posted response. The “answer date” is a system date at the timing when the server 1 receives the answer. The “similar FAQ number” is the FAQ number (described later) of data that is the data of the FAQ DB 23 and holds similar questions for the questions indicated by the “question title” and “question content”.

  FIG. 3C is a diagram illustrating a configuration example of an FAQ data table in the FAQ DB 23. The FAQ data table in FIG. 3-3 stores FAQs generated based on the question examples and the answer examples generated based on the QA data table. For example, “FAQ number”, “questioner user ID”, “question title”, Items such as “question contents”, “answer contents”, and “last update date” are provided. The “FAQ number” is a number assigned by the server 1. “Questioner user ID”, “question title”, “question content”, and “answer content” are the same as the items in the QA data table. The “last update date” is the system date when the data was last updated.

  FIG. 3-4 is a diagram illustrating a configuration example of a FAQ questionnaire result table in the FAQ questionnaire response result DB 24. The FAQ questionnaire result table in FIG. 3-4 stores the user's answer results to the FAQ questionnaire. For example, “FAQ number”, “questioner user ID”, “survey responder user ID”, “answer result” , “Last update date”. “FAQ number” and “questioner user ID” are the same as the items in the QA data table. “Questionnaire respondent user ID” is the ID of the user who answered the questionnaire. “Answer result” is an answer result by the user. The “last update date” is the system date when the data was last updated.

  FIG. 3-5 is a diagram illustrating a configuration example of a FAQ evaluation history management table in the FAQ evaluation history management DB 25. The FAQ evaluation history management table in FIG. 3-5 stores evaluation points for FAQs, and includes items such as “FAQ number”, “total point count date”, “evaluation points”, and “questioner user ID”. Here, the evaluation points are points given based on “answer results” in the FAQ questionnaire result table. “FAQ number” and “questioner user ID” are the same as the items in the FAQ questionnaire result table. The “total point count date” is a system date when points for each FAQ are totaled.

  FIG. 3-6 is a diagram illustrating a configuration example of a point management table in the point management DB 26. The point management table in FIG. 3-6 manages the points given to member users. For example, “user ID”, “total point count date”, “FAQ registration point”, “questionnaire answer point”, “FAQ evaluation” Items such as “Point”, “Total Point”, and “Last Updated Date” are provided. “User ID” is an ID of a member user. The “total point count date” is a system date when points for each user are totaled. The “FAQ registration point” is a point given when a posted question is adopted for FAQ. The “questionnaire answering point” is a point given when answering a questionnaire. “FAQ evaluation points” are points given when a question based on a FAQ that has been highly evaluated by a questionnaire is posted.

  FIG. 3-7 is a diagram illustrating a configuration example of a member table in the member DB 27. The member table shown in FIG. 3-7 manages personal information of member users, and includes items such as “user ID”, “password”, “name”, “mail address”, “phone number”, and “address”. .

  Next, operations in the Q & A system configured as described above will be described step by step. The website published by the server 1 has a membership system in which login is permitted by authentication using a user ID and a password.

(1) Posting a question First, a case where a member user posts a question will be described. FIG. 4 is a flowchart for explaining the operation when the server 1 receives a question posting. When the user of the information communication terminal 3 inputs the user ID and the password on the website published by the server 1 via the network 2 and performs an operation for requesting login, the information communication terminal 3 that detects this will A request to connect to the website is transmitted to the server 1. When the transmission / reception unit 15 of the server 1 receives this connection request (step S <b> 1), the transmission / reception unit 15 notifies the control unit 11. The control unit 11 searches the member DB 27 and determines whether or not the combination of the user ID and the password is registered (step S2). And when it judges that it is registered (step S2: Yes), the control part 11 performs the control which permits login and transmits the data for producing | generating a website screen to the information communication terminal 3 (step S3). ). On the other hand, if it is determined that it is not registered (step S2: No), login is not permitted and the process ends.

  It is assumed that the user of the information communication terminal 3 browses the website and performs an operation of posting a question in the Q & A corner, for example. When this is detected, the information communication terminal 3 transmits a request for a question posting screen. When receiving the request via the transmission / reception unit 15 (step S4), the control unit 11 of the server 1 performs control to transmit data for generating a question posting screen to the information communication terminal 3 (step S5). The user performs an operation of creating and posting a question on the question posting screen generated by the information communication terminal 3 based on the data. When this is detected, the information communication terminal 3 transmits the user ID and the question posting data to the server 1, and the control unit 11 of the server 1 receives the question posting data via the transmission / reception unit 15 (step S6). In that case, the control part 11 acquires the system date of the timing which received question posting data. Then, the control unit 11 assigns the question reception number, creates data in which the question reception number, the questioner user ID, the title included in the question, the content included in the question, and the system date of reception timing are set, and the QDB 21 Are registered in the Q data table (step S7). And the control part 11 transmits the mail to the effect of accepting a question contribution to the information communication terminal 3 via the transmission / reception part 15 (step S8).

(2) Posting Answer Next, a case where another member user posts an answer to a question posted by a member user will be described. FIG. 5 is a flowchart for explaining the operation when the server 1 receives a reply posting. A user of the information communication terminal 3 browses a website published by the server 1 via the network 2. Here, it is assumed that a question reception number for each question in the Q & A corner is held on the website. When the user designates one of the posted questions and performs an operation for requesting connection to a page where an answer can be posted, the information communication terminal 3 that has detected this connection connects to the answer posting page. Is sent to the server 1. When the transmission / reception unit 15 of the server 1 receives this connection request (step S <b> 11), the transmission / reception unit 15 notifies the control unit 11. The control unit 11 searches, for example, an authority table and determines whether or not an answer authority is given to the user ID (step S12). If it is determined that there is an answer authority (step S12: Yes), the control unit 11 permits login to the corresponding page (step S13), and transmits data for generating an answer posting page screen to the information communication terminal 3. Is transmitted (step S14). On the other hand, if it is determined that there is no answer authority (step S12: No), the process ends without permitting login to the answer posting page.

  When the user of the information communication terminal 3 inputs an answer on the answer posting page and performs an operation of posting, the information communication terminal 3 that has detected this inputs the user ID, the input response content acquired from the page, and The question reception number of the target question is transmitted to the server 1. The control unit 11 of the server 1 receives these pieces of information via the transmission / reception unit 15 (step S15). At this time, the control unit 11 acquires the system date at the timing when the answer posting is received. Further, the control unit 11 acquires data from the QDB 21 of the storage unit 12 using the received question reception number as a key. Then, the control unit 11 uses all the item contents included in the acquired data, and further creates data in which the received respondent user ID, the answer contents, and the system date as the answer date are set, and the QA of the Q & ADB 22 Register in the data table (step S16). The control part 11 transmits the mail to the effect that the reply contribution was received to the information communication terminal 3 via the transmission / reception part 15 (step S17).

(3) Creation of FAQs Next, a case where the administrator creates FAQs for questions and answers posted by member users and stored in the server 1 will be described. FIG. 6 is a flowchart for explaining the operation when the FAQ is registered in the server 1. Here, the FAQ is created by an operation on the server 1 by the administrator, but may be created by communication from another terminal. For example, when the administrator logs in to the website published by the server 1 with the administrator ID and makes a FAQ creator connection request for selecting a FAQ creation menu by an operation from the input unit 13, the control unit 11. The request is acquired (step S21). The control unit 11 refers to the authority table 28 held by the storage unit 12 and determines whether FAQ creation is permitted for the administrator ID (step S22). When it is determined that the FAQ creation authority exists (step S22: Yes), the control unit 11 permits login to the FAQ creation menu (step S23). On the other hand, if it is determined that there is no FAQ creation authority (step S22: No), the control unit 11 does not permit login and the process ends.

  The control unit 11 performs control to display the Q & A search screen on the output unit 14 in the FAQ creation menu (step S24). Here, on the Q & A search screen, a question reception number is displayed or internally held for each question of Q & A, and a FAQ number is displayed for a question or answer adopted in the FAQ. On the Q & A search screen, the administrator browses the question and the re-question and the answer linked to the question, for example, selects a combination of the question and the answer, and registers a predetermined operation in the FAQ I do. A registration operation cannot be performed for a question given a FAQ number. Note that when the combination is selected, the control unit 11 may edit the question and the answer by copying them to the editing field. When it is detected from the input unit 13 that the predetermined operation has been performed, the control unit 11 acquires the question reception number of the selected question and the selected or input question title, question content, and answer content (step) S25). Further, the control unit 11 assigns a FAQ number, and reads the questioner user ID from the QA data table of the Q & ADB 22 using the question reception number as a key. The control unit 11 sets these items, creates data in which the system date is set as the last update date, and registers this data in the FAQ data table (step S26).

  Further, the administrator can browse a question and an answer on the FAQ search screen for displaying a list of FAQs, select one of the combinations, and perform a predetermined operation of deleting from the FAQ. When detecting that the predetermined operation has been performed from the input unit 13, the control unit 11 acquires the FAQ number of the selected combination (step S25), and deletes the record holding the FAQ number from the FAQ data table. (Step S26). For example, when re-creating a FAQ, the administrator once deletes the registration to the FAQ and then performs a registration operation again.

  In addition, when the administrator compares the FAQ search screen and the Q & A search screen and determines that there is a question similar to the question registered in the FAQ in the Q & A, for example, the question is displayed on the Q & A search screen. Select and input the FAQ number of the FAQ with similar question, and perform a predetermined operation to register the similar FAQ to the Q & A question. When it is detected from the input unit 13 that the predetermined operation has been performed, the control unit 11 acquires the question reception number of the selected question (step S25), and stores the data from the QA data table using the question reception number as a key. read out. The control unit 11 reads data from the FAQ data table using the FAQ number as a key. Then, when the similar FAQ number is not set in the data of the QA data table and the question posting date is after the last update date of the data acquired from the FAQ data table, the control unit 11 The FAQ number input on the Q & A search screen is set in “similar FAQ number” of the data table, and the QA data table is updated (step S26).

  When the FAQ is newly registered by the above processing, the control unit 11 reads data from the point registration table of the point management DB 26 using the questioner user ID as a key (user ID). Then, a predetermined point is added to the “FAQ registration point” of the data to update the point registration table (step S27). On the other hand, when the FAQ is deleted, similarly, the data of the user ID is read from the point registration table, the predetermined point is subtracted from the “FAQ registration point” of the data, and the point registration table is updated. (Step S27).

  In addition, when a similar FAQ number is newly registered, the control unit 11 reads the questioner user ID from the QA data table in which the similar FAQ number is registered, and further, from the point registration table of the point management DB 26, Data is read using the user ID as a key (user ID). Then, a predetermined point is subtracted from the “FAQ registration point” of the data to update the point registration table (step S28).

(4) Posting Questionnaire Answer Next, a case where a member user answers a questionnaire to the FAQ published by the server 1 will be described. FIG. 7 is a flowchart for explaining the operation when the questionnaire response result is registered in the server 1. A user of the information communication terminal 3 logs in to a website published by the server 1 via the network 2 and browses the FAQ. Here, it is assumed that a FAQ number is held for each FAQ in the FAQ corner on the website. When the user designates one of the posted FAQs and performs an operation for requesting connection to a page that answers a questionnaire, the information communication terminal 3 that has detected this connection connects to the answer posting page. Is sent to the server 1. When the transmission / reception unit 15 of the server 1 receives this connection request (step S31), the transmission / reception unit 15 notifies the control unit 11 of the connection request. Here, it is assumed that the questionnaire has the authority to answer if it is a member user. The control unit 11 performs control to transmit data for generating a questionnaire response screen to the information communication terminal 3 (step S32).

  The user of the information communication terminal 3 inputs an answer on the questionnaire answer screen. Here, the questionnaire can be answered for each FAQ, and the questionnaire includes at least the contents for stage evaluation of the usefulness of the FAQ. For example, on the answer screen, a selection target such as (very useful / a little useful / not useful / not helpful at all) is displayed, and the user selects one of them. In addition to this, a specific answer may be received by text input. When the user performs an operation for confirming the answer, the information communication terminal 3 that has detected this transmits the user ID of the user who made the answer, the FAQ number for which the answer was made, and the answer result. The control unit 11 of the server 1 receives this answer result via the transmission / reception unit 15 (step S33). The control unit 11 acquires the questioner user ID from the FAQ data table of the FAQ DB 23 using the received FAQ number as a key. Then, the control unit 11 sets the received FAQ number, the acquired questioner user ID, the received user ID that is the survey respondent user ID, and the received answer result, and sets the system date as the last update date. Data is created and this data is registered in the FAQ questionnaire result table (step S34).

  Further, the control unit 11 reads data from the point registration table of the point management DB 26 using the user ID of the questionnaire respondent as a key (user ID). And a predetermined point is added with respect to the "questionnaire answer point" of the said data, and a point registration table is updated (step S35).

(5) Counting points Next, a case where the server 1 counts points will be described. FIG. 8 is a flowchart for explaining the operation when the server 1 counts the points. When the control unit 11 detects that it is a total point totaling date by an operation from the input unit 13 by a scheduler or an administrator (not shown) (step S42: Yes), the totaling of points is started. In addition, if it is not a comprehensive point totaling date (step S42: No), a process will not be performed. When the control unit 11 totals the previous points, the system date at that time is stored in the storage unit 12 as the “previous aggregation date”.

  The control unit 11 acquires the system date at the start of processing, reads the previous aggregation date from the storage unit 12, and acquires all data whose last update date is after the "last aggregation date" from the FAQ questionnaire result table. To do. And the control part 11 totals the predetermined point determined from the answer result of each data with respect to FAQ number (step S42). Then, the data including the FAQ number, the system date that is the total point counting date, the counting result that is the evaluation point, the questioner user ID derived from the FAQ questionnaire result table is created, and the FAQ of the FAQ evaluation history management DB 25 is set. Save in the evaluation history management table. Next, the control unit 11 extracts, from the FAQ evaluation history management table, data whose evaluation points are equal to or greater than a predetermined value from among the data whose total point aggregation date is the system date, and generates an upper FAQ list. (Step S43).

  The control unit 11 searches and acquires the point management table in the point management DB 26 using each questioner user ID included in the upper FAQ list as a key (step S44). The control unit 11 adds a predetermined point to the “FAQ evaluation point” of the acquired data, and updates the table (step S45). When the above-described processing is completed for all data included in the FAQ list, the control unit 11 performs “FAQ registration points”, “questionnaire answer points”, and “FAQ evaluation points” for all user IDs in the point management table. Total points are calculated by a predetermined calculation method (step S46). When the calculation process is completed for all user IDs, the control unit 11 sets the calculation result to “total points”, sets the total point count date to “total point count date” and “last update date”, The point management table is updated (step S47).

(6) Creation of User List Finally, a case where the server 1 creates a user ID list will be described. FIG. 9 is a flowchart for explaining the operation when the server 1 creates a user ID list. Here, the user ID list is created by an operation on the server 1 by the administrator. However, the user ID list may be created by communication from another terminal, and the control unit 11 continues the point counting operation in FIG. May be executed. For example, when the administrator logs in with a manager ID to a website published by the server 1 and makes a user ID creation request for selecting a user ID list creation menu by an operation from the input unit 13, the control unit 11. Acquires the request (step S61). The control unit 11 refers to the authority table 28 held by the storage unit 12 and determines whether or not user ID list creation is permitted for the administrator ID (step S62). If it is determined that the user ID list creation authority exists (step S62: Yes), the control unit 11 permits login to the user ID list creation menu (step S63). On the other hand, if it is determined that there is no authority to create the user ID list (step S62: No), the control unit 11 does not permit login and the process ends.

  The control unit 11 performs control to display the user ID list selection screen on the output unit 14 in the user ID creation menu. The administrator designates the user ID list to be browsed by selecting the total point count date on the user ID list selection screen. For example, on the user ID list selection screen, the dates on which the point totaling process has been executed are listed, and the administrator selects the closest totaling date here. The control unit 11 holds the designated total point totaling date from the point management table in the point management DB 26 in the storage unit 12 and “user ID” for all the data holding the total points equal to or more than a predetermined point. "And" total points "are extracted (step S64). The control unit 11 sorts the extracted data in descending order of the total points, and acquires member information from the member DB 27 using the user ID held by the sorted data as a key. And the control part 11 performs the control which produces the user ID list | wrist which added member information to "user ID" and "general point", and displays it on the output part 14 (step S65). It should be noted that instead of selecting data that holds total points that are equal to or higher than a predetermined point as an extraction target, a predetermined number of data may be extracted by counting from the higher total points.

  Based on the user ID list obtained as described above, the administrator performs a task of giving a privilege to the member user who has obtained high points.

  Next, from the viewpoint of giving points, the operation of the Q & A system described above will be described using specific data. In the following, a case will be described in which points are given and totaled toward the total point totaling date “January 20”. Here, for simplicity, it is assumed that no points are initially included in the point totaling table.

  FIG. 10A is a diagram illustrating an example of data in the QA data table. The administrator creates FAQ data from these two QA data on, for example, “November 10”. FIG. 10B is a diagram illustrating an example of data in the FAQ data table. The FAQ data newly created by executing the FAQ creation operation is assigned a FAQ number, the “questioner user ID” is set with the questioner user ID of the QA data, and “November” is set as the last update date. 10th "is set. FIG. 10C is a diagram illustrating an example of data in the point management table after giving FAQ registration points. In this case, in the point management table of FIG. 10C, a predetermined FAQ registration point “X” is added to the “questioner user ID” set in the FAQ data.

  Subsequently, a questionnaire response is posted on the FAQ created above. FIG. 11A is a diagram illustrating a data example of a FAQ questionnaire response result table. Assume that each member user answers the questionnaire on “December 10th” and posts an answer result (helpful degree) as shown in FIG. FIG. 11B is a diagram illustrating a data example of the point management table after the FAQ registration points and the questionnaire response points are given. In this case, in the point management table of FIG. 11B, a predetermined questionnaire response point “Y” is added to the “questionnaire respondent user ID” set in the FAQ questionnaire response result data. Also, a predetermined FAQ registration point “-W” is added to the questioner user ID who has made a question similar to the FAQ already registered. FIG. 11C is a diagram illustrating a data example of the point management table after the similar FAQ points are given, with respect to FIG.

  Subsequently, totalization is performed on the comprehensive point totaling date “January 20” in the above data state. FIG. 12 is a diagram illustrating a data example of the FAQ evaluation history management table. From the questionnaire response result table in FIG. 11A, the response results are totaled for the FAQ number and the total point totaling date. Further, based on the data of the FAQ evaluation history management table on the comprehensive point totaling date “January 20”, users with high FAQ evaluation points are extracted. FIG. 13A is a diagram illustrating an example in which users with high FAQ evaluation points are extracted based on the data in FIG. The user having a high FAQ evaluation point may be a questioner user in FAQ data holding a predetermined FAQ evaluation point or more, and a predetermined number of questioner users from the FAQ data having a high FAQ evaluation point. May be applicable. Next, predetermined FAQ evaluation points are added to the user in FIG. FIG. 13B is a diagram illustrating an example of data in the point management table after giving FAQ points. FAQ evaluation point “Z” is added to the user ID in FIG.

  In addition, the total points are calculated for the data in FIG. FIG. 14 is a diagram showing an example of data in the point management table after giving the total points. Furthermore, a user ID list for a user with a high total point is created based on the data of FIG. FIG. 15 is a diagram illustrating an example of data in the user ID list.

  An administrator gives a privilege to the member user who acquired the high point using the user ID list obtained as described above.

  As described above, in the present embodiment, for the website that posts Q & A and FAQ, for users who have asked useful questions, users who have answered FAQ questionnaires, and users who have received good evaluation in FAQ questionnaires On the other hand, a negative point is given to a user who asked a question similar to the above FAQ. As a result, incentives can be given to users who have made actions that lead to effective use of FAQs, and negative incentives can be given to users who do not use FAQs. It can be expected to be used effectively.

  As described above, the Q & A system according to the present invention is effective when providing user support for a membership system using a website, and is particularly suitable for promoting the use of FAQs.

1 server 2 network 3 information communication terminal 11 control unit 12 storage unit 13 input unit 14 output unit 15 transmission / reception unit 21 QDB
22 Q & ADB
23 FAQDB
24 FAQ questionnaire result DB
25 FAQ evaluation history management DB
26 point management DB
27 Member DB
28 Authorization table

Claims (6)

A server in a Q & A system comprising: a server that publishes a member-based website on which Q & A (Question & Answer) is posted on a network; and an information communication terminal that can access the server,
Q & A storage means for associating and holding the question transmitted from the information communication terminal by the user, the answer to the question, and the identifier of the question user who is the user who transmitted the question;
The FAQ (Frequently Asked Question) with one or more combinations of question examples and answer examples created based on the data stored in the Q & A storage means and the question examples held by the Q & A storage means FAQ storage means for associating and holding an identifier of the question user of the data;
Point storage means for managing the points of users who are members of the website;
When the question posting to the Q & A from the information communication terminal and the identifier of the user of the information communication terminal are received, the question posting and the identifier of the user are stored in the Q & A storage means, and the FAQ storage means Control means for acquiring an identifier of a question user associated with an example of the FAQ to be held, and giving a predetermined positive point to the question user's point stored in the point storage means;
A server comprising: The website further includes a questionnaire field for a user to answer a usefulness evaluation for each of the combinations included in the FAQ.
FAQ questionnaire result storage means for associating and holding the identifier of the FAQ and the answer result for the questionnaire field;
Further comprising
When the control means receives an answer result for the questionnaire column from the information communication terminal, the control means stores the answer result in the FAQ questionnaire result storage means, and the FAQ questionnaire result storage means stores a questionnaire result that is equal to or greater than a predetermined value. Data indicating the evaluation is read, the identifier of the question user is obtained from the data of the FAQ storage means specified by the data, and a predetermined positive point is obtained with respect to the points of the question user stored in the point storage means Give,
The server according to claim 1. The FAQ questionnaire result storage means further includes an identifier of a questionnaire response user who has posted an answer to the questionnaire column,
When the control means receives the answer result for the questionnaire field and the identifier of the questionnaire answering user from the information communication terminal, the control means further stores the identifier of the user in the FAQ storage means, and also stores data from the FAQ questionnaire result storage means. Is read together with the identifier of the questionnaire response user, and a predetermined positive point is given to the point of the questionnaire response user in the point storage means,
The server according to claim 2. The Q & A storage means further includes a similar FAQ identifier indicating that the question is similar to the question example held by the FAQ storage means,
The control means further reads out from the Q & A storage means the identifier of the question user of the data whose value is set in the similar FAQ identifier, and for the question user point stored in the point storage means, Give a negative point of
The server according to claim 2 or 3, wherein Further, when the control means detects that an instruction to add up the total points is made, the control means calculates the total points for each user by adding up the points stored in the point storage means, and the user list can be created. When it detects that it is instructed, it creates a list of users with high total points.
The server according to any one of claims 1 to 4. A server according to any one of claims 1 to 5;
One or more information communication terminals accessible to the server;
A Q & A system characterized by comprising:

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