JP2011186603A - Device, system and program for supporting electronic equipment operation - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technology for enabling a supportee side to know whether the instruction content of a supporter has been accurately executed. <P>SOLUTION: When an operation is performed on a screen at a supporter side, the result is displayed on a screen at a supportee side as instruction display 601 (Fig.6(B)). When the operation of the instruction content is performed at the supportee side following the instruction display 601, the instruction display 601 disappears, and a screen on which the content of the operation has been reflected is set (Fig.6(E)). When an operation different from the instruction is performed at the supportee side, the instruction display 601 is switched to easily recognizable instruction display 603, and an erroneously performed operation part "D***" is highlighted. Those visual information is transmitted to the supporter side to be visually confirmed at the supporter side. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to an electronic device operation support apparatus, an electronic device operation support system, and an electronic device operation support program.

  Patent Document 1 describes a technique in which a display screen is shared by each terminal device by transferring a terminal screen on a student side to a teacher-side screen and transferring both input operations to each other. Patent Document 2 describes a technique in which a visual and accurate instruction is performed from the personal computer side on the instructor side using a keyboard image or a pseudo pointer image displayed on the student side display.

JP 2002-244987 A JP 2002-108184 A

  SUMMARY OF THE INVENTION An object of the present invention is to provide a technology that allows a supporter to grasp whether or not a supporter has correctly executed instructions of a supporter in a technology that receives support for operation of an electronic device.

  The invention according to claim 1 is a receiving unit that receives the content of the operation notified from the supporter side, a display control unit that performs control to display on the operation screen an instruction display that indicates the content of the received operation. Determination means for determining whether or not the received content has been executed, switching means for switching the display state of the instruction display based on the determination in the determination means, and switching of the display state by the switching means An electronic apparatus operation support apparatus, comprising: a transmission unit configured to transmit the above information to the supporter side.

  The invention according to claim 2 is provided with highlight display control means for controlling display to emphasize the operation when an operation different from the accepted content is executed in the invention according to claim 1, The transmission means transmits the information of the display to be emphasized to the supporter side.

  The invention described in claim 3 is characterized in that in the invention described in claim 1 or 2, the operation screen cannot be operated by an operation from the supporter side.

  According to a fourth aspect of the present invention, there is provided a receiving unit that receives the content of the operation notified from the supporter side, a display control unit that performs control to display an instruction display that indicates the content of the received operation on the operation screen, Determination means for determining whether or not the received content has been executed, switching means for switching the display state of the instruction display based on the determination in the determination means, and switching of the display state by the switching means An electronic device operation support system, comprising: a transmission unit configured to transmit the above information to the supporter side.

  The invention according to claim 5 is a program that is read and executed by a computer, the computer accepting the content of the operation notified from the supporter side, and the instruction for instructing the content of the received operation Display control means for performing control to display the display on the operation screen; determination means for determining whether or not the received content has been executed; and display state of the instruction display based on the determination in the determination means The electronic device operation support program is operated as a switching unit for switching between and a display unit for transmitting information on switching of the display state by the switching unit to the supporter side.

  According to the first aspect of the present invention, in the technology for receiving support for the operation of the electronic device, a technology is provided that allows the supporter to grasp whether or not the supportee has correctly executed the content of the supporter's instruction. The

  According to the second aspect of the present invention, the supporter can visually recognize an operation different from the instruction.

  According to the third aspect of the present invention, an unintended operation of the supportee by the supporter is prevented.

  According to the invention described in claim 4, in the technology for receiving support for the operation of the electronic device, a system is provided that allows the supporter to grasp whether or not the supportee has correctly executed the instruction content of the supporter. The

  According to the fifth aspect of the present invention, in the technology that receives support for the operation of the electronic device, a technology is realized that allows the supporter to grasp whether or not the supportee has correctly executed the instruction content of the supporter. A program is provided.

It is a block diagram of an embodiment. It is a block diagram of an embodiment. It is a block diagram of an embodiment. It is a flowchart which shows the procedure of operation | movement of embodiment. It is a flowchart which shows the procedure of operation | movement of embodiment. It is a screen display figure of an embodiment. It is a screen display figure of an embodiment.

(Constitution)
Hereinafter, an example using the invention will be described. FIG. 1 shows a supporter-side PC operation support device 100. FIG. 2 shows a support-side PC operation support device 200. FIG. 3 shows a supporter-side PC 300 provided with the supporter-side PC operation support device 100 and a supportee-side PC 310 provided with the supportee-side PC operation support device 200.

  The supporter operates the supporter PC 300 by operating the keyboard device 303 and the mouse 304. This operation content is displayed on the display 302. The supported person operates the supported person side PC 310 by operating the keyboard device 313 and the mouse 314. This operation content is displayed on the display 312.

  The supporter PC 300 and the supportee PC 310 are ordinary personal computers, which include a CPU, a RAM, a ROM, a hard disk device, an interface device, and a communication function, and execute an OS, various application software, and operations described later. An operation program is provided. The supporter-side PC 300 and the supportee-side PC 310 are connected by a communication line 320 such as the Internet line, and the supporter-side PC operation support device 100 and the supportee-side PC operation support device 200 can communicate with each other. It is said that.

  The supporter PC operation support device 100 is a device that supports the operation of the supportee PC, and is configured in software in the supporter PC 300 by a program installed in the main body 301 of the supporter PC 300. Has been.

  The supporter-side PC operation support apparatus 100 includes a communication unit 101 and an operation content detection unit 102. The communication unit 101 communicates with a PC on the supportee side, and exchanges data with a PC operation support apparatus 200 described later that functions in the PC on the supportee side. More specifically, the communication unit 101 sends the operation content of the supporter-side PC 310 detected by the supporter detected by the operation content detection unit 102 to the communication unit 201 of the supporter-side PC operation support device 200. In addition, the communication unit 101 receives screen display data on the display 312 of application software running on the supportee PC 310 sent from the communication unit 201 of the supportee PC operation support device 200.

  The operation content detection unit 102 detects the content of the PC operation on the supporter side. This detected content is sent from the communication unit 101 to the support target side PC 310 (supported person side PC operation support device 200).

  FIG. 2 shows a support-side PC operation support device 200. The supported person side PC operation support apparatus 200 is an apparatus that receives support for PC (personal computer) operation. The supported-person PC operation support apparatus 200 is configured as software in the supported-person PC 301 by a program installed in the main body 311 of the supported-person PC 310.

  The support-side PC operation support apparatus 200 includes a communication unit 201, a display control unit 202, an operation execution determination unit 203, an operation identity determination unit 204, a switching unit 205, a highlight display control unit 206, and a supporter side operation content specifying unit. 207.

  The communication unit 201 communicates with the support unit side communication unit 101 via the communication line 320. Specifically, the communication unit 201 functions as a reception unit that receives the content of an operation notified from the supporter side. Further, the communication unit 201 sends screen display data on the display 312 of application software (for example, document creation software) running on the supportee side PC 310 to the communication unit 101 of the supporter side PC operation support device 100. It has a function.

  The display control unit 202 performs control to display an instruction display indicating the content received by the communication unit 201 on the display 312 of the supportee side PC 310. The instruction display includes an easily recognizable arrow display, a display imitating a pointing finger, a triangular display, and the like. In addition, a display form is adopted in which the outline is thickened, the display is darkened, or the color is conspicuous so as to be easily recognized.

  The operation execution determination unit 203 determines whether or not the supportee side PC 310 is operated by the supportee. In the operation identity determination unit 204, the operation content of the PC operation of the supportee determined to be executed by the operation execution determination unit 203 is the same as the operation content (instructed operation content) received by the communication unit 201 from the supporter side. It is determined whether or not.

  The switching unit 205 switches the instruction display whose display is controlled by the display control unit 202 based on the determination result in the operation identity determination unit 204. This switching is performed by switching the density and color so that the difference in appearance can be clearly recognized. A specific example of this switching will be described later.

  The highlight display control unit 206 performs control for emphasizing the display so that the operation by the supportee can be easily seen when the content of the operation by the supportee is different from the content instructed by the supporter. A specific example of this emphasizing process will be described later. The processing results of the switching unit 205 and the highlighting control unit 206 are sent from the communication unit 201 to the communication unit 101 in the supporter-side PC operation support device 100 and displayed on the display 302 of the supporter-side PC operation support device 100. Is done.

  The supporter-side operation content specifying unit 207 displays the operation content detected by the operation content detection unit 102 of the supporter-side PC operation support device 100 based on the content received by the communication unit 201 from the supporter-side PC operation support device 100. Identify. That is, the supporter side operation content specifying unit 207 specifies the content of the instruction operation performed by the supporter.

  The supporter PC operation support device 100 sends the operation details of the supporter PC 300 by the supporter to the supportee PC operation support device 200. The information is displayed on the supportee side by the display control unit 202. It is only used for display control of the instruction display on the display 312 of the PC 310, and is not used for the operation of the supportee side PC 310. In other words, with respect to other than the contents related to the instruction display, the supporter side PC 310 cannot be operated by operating the supporter side PC 300.

  As described above, the supporter-side PC operation support apparatus 200 includes the communication unit 201 that receives operation instruction content notified from the supporter side. In addition, the supporter-side PC operation support device 200 displays an instruction display (for example, reference numeral 601 in FIG. 6) indicating the content received by the communication unit 201 on the display 312 (see FIG. 3) operated by the supportee. The display control unit 202 (see FIG. 2) that performs control is provided.

  The supported-person PC operation support apparatus 200 includes an operation identity determination unit 203 that determines whether or not the content received by the communication unit 201 has been executed. Further, the supported-person-side PC operation support apparatus 200 includes a switching unit 205 that switches the display state of the instruction display 601 illustrated in FIG. 6 to the state of reference numerals 603 and 604 based on the determination in the operation identity determination unit 203. ing. In addition, the supporter-side PC operation support device 200 includes a communication unit 201 that transmits information to the supporter-side PC 300 when the switching state of the instruction display is switched by the switching unit 205.

  Further, the supported-person-side PC operation support apparatus 200 includes an emphasis display unit 206 that controls display to emphasize the operation when an operation different from the instructed operation content received from the supporter side is executed. ing. Information relating to the highlighted display is transmitted from the communication unit 201 to the supporter PC 300.

(Example of operation)
An example of the operation of the configuration shown in FIGS. 1 and 2 will be described below. In the operation described below, an operation screen of application software that handles e-mail is displayed on the supportee-side PC operation support device 200. The screen data of this operation screen is the supportee-side PC operation support device 200. The communication unit 201 is sent to the communication unit 101 of the supporter-side PC operation support apparatus 100, and the display 302 is assumed to be in a state where a screen having the same content as the display 312 is displayed.

  Hereinafter, an example of an operation in the case where support of the application software for handling the electronic mail by the supportee in the supportee-side PC operation support apparatus 100 is performed by a supporter who operates the support-side PC 300 will be described. Further, it is assumed that the supporter and the supportee are in a state where a voice call can be made via the telephone line.

  Now, it is assumed that a GUI (graphical user interface) screen (operation screen) of the application is displayed on the operation screen displayed on the display 312. In this state, it is assumed that the supportee is about to perform a click operation for executing a certain operation and the supporter supports it. That is, a situation is assumed in which the supporter teaches the supportee the position on the screen to be clicked.

  FIG. 6 shows an example of this situation. On the left side of FIG. 6, seven patterns of the GUI screen (operation screen) of the display 302 are shown. On the right side of FIG. 6, seven patterns of the GUI screen of the display 312 are shown. FIG. 6 shows a situation where the supporter gives an instruction to the supportee to left double-click the display portion of “B ***” on the GUI screen.

  In this case, in the situation where the operation of the supporter-side PC operation support apparatus 100 is started (step S401), the supporter displays the “B ***” display portion on the screen displayed on the display 302. The cursor 600 is moved. This state is shown in FIG.

  In the state of FIG. 6A, if the supporter performs a left double-click, the determination in step S402 becomes YES, indicating that the display part “B ***” on the display 302 has been selected on the supporter side. It is detected by the supporter PC support device 100. This process is performed by the operation content detection unit 102. This detected content is sent from the communication unit 101 to the support-side PC operation support device 200 (step S403) and accepted by the communication unit 201.

  5 is started in response to the reception of the operation content data of the supporter-side PC 300 in the communication unit 201 (step S501). When the processing in FIG. 5 is started, the operation content on the supporter side detected by the operation content detection unit 102 based on the data received by the communication unit 201 (in this case, “B ***” in FIG. 6). The operation content in which the display portion is double-clicked to the left is specified (step S502). This process is performed in the supporter operation content specifying unit 207 in FIG.

  Next, based on the content specified in step S502, an instruction display reflecting the supporter's operation is displayed on the display 312 (step S503). That is, the content instructed by the supporter is displayed at the location instructed by the supporter. This process is performed by the display control unit 202 in FIG.

  This state is shown in FIG. FIG. 6B shows an indication of an arrow that can be distinguished from the cursor as the instruction display 601 and is easy to recognize. Here, when the instruction display 601 is directed diagonally to the left, it indicates that a left click is instructed by the supporter, and the number on the right side of the instruction display 601 is additional information of the instruction display 601, and the supporter Indicates that a double-click is instructed. By adopting such a display form, the position on the screen designated by the supporter and the content of the operation are visually expressed.

  In addition, when the supporter performs a right click at the stage of FIG. 6A, it is determined that the instruction display arrow is directed diagonally upward to the right. As a result, the person being supported can distinguish between a right-click instruction and a left-click instruction.

  With the display content of FIG. 6B, the supportee can recognize that the supporter has issued an instruction to left-click the display portion of “B ***”. FIG. 6C shows a state where the cursor 602 has been moved to the position where the supportee is instructed by the supporter (the display portion of “B ***”).

  Here, when the left double click is performed as instructed, step S504 in FIG. 5 is YES, and since the operation is performed as instructed, step S505 is YES and the instruction display 601 is erased (step S506). ). In addition, as a result of the left double-click on the display part of “B ***” on the support-side PC 310, the menu display of the display part of “B ***” is performed according to the function of the application software performing the screen display. Is done. This state is shown in FIG. Note that the display content of the display 312 is sent from the communication unit 201 to the supporter PC 300 and also displayed on the display 302.

  In the above processing, the processing in step S504 is performed in the operation execution determination unit 203 in FIG. 2, the processing in step S505 is performed in the operation identity determination unit 204, and the processing in step S506 is performed in the display control unit 202. Thus, the supporter can visually confirm that the operation as instructed has been performed by the supportee. Also, the supportee can visually confirm that the instructed operation has been performed reliably.

  Here, in the state of FIG. 6C, when the supportee performs one left click, the screen display of FIG. 6C becomes the screen display of FIG. 6D. In this case, the instruction display does not disappear, and the number next to the instruction display is switched to 1. Here, if the supported person does not perform an operation for a certain period of time, the state returns to the state of FIG. 6C, and then the supported person performs a left double-click (that is, if the instructed operation is accurately performed). ) And the screen display of FIG.

  This process is performed when the determination in step S505 is NO and the process in step S508 is executed by the switching unit 205 in FIG. In addition, the display content of the display 312 on the support recipient side is sent from the communication unit 201 to the supporter side, and the same content is also displayed on the display 302.

  According to this process, both the supporter and the supportee can visually recognize that the click operation is not in accordance with the instruction. Therefore, advice by voice call can be effectively performed.

  In addition, in the state of FIG. 6C, if the supportee cannot grasp the contents of the instruction and erroneously left-clicks on the “D ***” portion, the “D ***” portion is displayed in FIG. As shown in (F), the highlighted display is darkened, and the instruction display is switched to a darkened state as indicated by reference numeral 603.

  This process is performed when the determination of step S505 is NO and the process of step S508 is executed by the highlighting display control unit 206 and the switching unit 205. That is, by the function of the highlight display control unit 206, the portion “D ***” is highlighted so that the color becomes darker as shown in FIG. Further, the instruction display is switched to a darker state as indicated by reference numeral 603 by the function of the switching unit 205. In addition, the display content of the display 312 on the supportee side is sent to the supporter side, and the same content is also displayed on the display 302.

  As shown in FIG. 6F, when an erroneous operation different from the instruction is performed by the supportee, the situation is visually emphasized by switching the instruction display as indicated by reference numeral 603. Further, the portion clicked by mistake is highlighted as indicated by reference numeral 602, and the position is visually emphasized. This display form is visually recognized on both the supporter side and the supportee side. For this reason, it is easy for both the supporter and the supportee to recognize what kind of error has occurred, and operations such as redoing the operation or receiving support from the supporter are performed smoothly. .

  In the situation of FIG. 6F, when the supportee notices an error and moves the cursor 602 to the instruction display 603 and performs the instructed operation, the screen display of FIG. In this case, step S504 in FIG. 5 is YES, step S505 is YES, and the process of step S506 is performed.

  Further, in the state of FIG. 6C, when the supportee performs a right click different from the instruction of the supporter, step S504 in FIG. 5 is YES, step S505 is NO, and highlighting in step S508 is executed. 6G is displayed on the screen. In this case, by the function of the switching unit 205, the direction of the arrow of the instruction display is switched to an obliquely upward right direction as indicated by reference numeral 604.

  According to this process, both the supporter and the supportee can visually recognize that the supportee has mistakenly performed the right-click even though the instruction was a left-click instruction. Therefore, the supporter can give the following accurate instructions and advice to the supportee, and the supportee can notice the error.

(Superiority)
The instruction content of the supporter is displayed on the display 312 on the support recipient side by the instruction display 601, and whether or not the instruction content has been correctly executed is indicated by reference numeral 603. Feedback is provided to the supporter by switching. For this reason, it is possible for the supporter to visually grasp whether or not the supportee has correctly executed the instruction content of the supporter. In addition, the supportee can also visually grasp whether or not the instruction has been correctly executed.

  Further, when an erroneous operation is performed on the supportee side, the erroneous operation content is highlighted as shown by “F ***” in FIG. For this reason, it is possible for both the supporter and the supportee side to visually grasp what operation different from the instruction is performed on the supportee side.

  As shown in FIG. 6, the content of the instruction on the supporter side is displayed on the supportee side as the instruction display 601, but it remains on the display, and the operation of the supporter PC 310 is performed from the supporter side (that is, the supporter side). Not from the PC 300 side). For this reason, contrary to the will of the supportee, the operation of the supportee PC 310 is not performed by remote control. Therefore, for example, when the person himself / herself needs to perform the operation with responsibility in the end, such as setting operations involving personal information and various operations involving money exchange (for example, payment operations using an Internet bank) The person can assist the operation, but the support person cannot perform the operation by remote operation. Further, in connection with this, since the operation content is reflected only by the operation by the supportee, the learning effect of the supportee is enhanced.

  By specifying the direction of the instruction display and the addition of a subscript, the designation for distinguishing the right click from the left click and the designation of the number of clicks are visually performed. For this reason, it is possible to provide accurate support to the supportee.

  The instruction display based on the supporter operation and the highlight display based on the erroneous operation of the supportee are cases where the transmission speed between the supporter PC 300 and the supportee PC 310 is too slow to delay all screen state transitions. However, the operation contents can be accurately transmitted to each other.

  Since the supporter-side PC operation support device 100 and the supportee-side PC operation support device 200 are configured as software, the present invention can be used by installing the program on a normal PC.

(Other examples)
The present invention can also be used to support drag and drop operations. Hereinafter, this example will be described. FIG. 7 shows an example of a display screen displayed on the display of the supportee PC. When a drag and drop operation is performed on the display of the supporter PC, the indication display shown in FIG. 7 is displayed on the display of the supportee PC.

  Here, the instruction display includes an arrow 701 indicating the start point of the drag and drop operation, a broken line 703 indicating the route, an arrow 703 indicating the end point, and “press” and “release” as additional information. By this instruction display, the position to press the mouse button, the path to move while pressing it, and the position to release it are visually shown.

  Also in this case, if the drag-and-drop operation as instructed is not performed, the display of the arrows 701 and 702 and the broken line 703 is switched in a form that is easy to recognize, and it is visually indicated that the instructions on the supporter side cannot be accurately reproduced. It is expressed in This image is also sent to the supporter PC. For this reason, as in the case of the example of FIG. 6, it is possible to visually grasp a state in which the operation is erroneous on the supporter side.

(Other)
The operation contents of the PC are not particularly limited as long as they are related to the operation of the PC. For example, basic operation of the PC, various setting operations of the PC, setting and operation of various application software, various kinds of operations by operating the PC The present invention can be applied to procedures (for example, online shopping procedures, deposits to an internet bank, various applications, etc.), learning by operating a PC (for example, learning of arithmetic), and the like.

  In the above examples, an example of a personal computer has been described as an electronic device to be operated. However, the electronic device has a communication function and an operation unit (that is, a GUI function) using a screen such as a touch panel display. Examples include home appliances, office equipment (copiers and printers), machine tools, portable information processing terminals, and mobile phones.

  By the way, the operation content on the terminal side is sent to the server, and part or all of the operation content is processed on the server side, and a system is known. The present invention can also be used in such a system. In this case, part or all of the processes exemplified above are performed on the server side. In this case, this invention is grasped | ascertained as an electronic device operation assistance apparatus system.

  The program for realizing the embodiment may be stored in a server or an appropriate storage medium and provided from there. The indication display may be switched as long as it can be easily recognized, and can be switched to a blinking state, switched to another shape, switched to a light display, or the like. The shape of the indication display may be a finger shape or some character. When a certain amount of time has passed since the instruction display was displayed, the instruction display is switched to highlighting, and the fact that the supportee has not been operated within a certain period of time after the instruction is given is displayed on both displays. You may perform the process to emphasize. As long as the highlighting is conspicuous, for example, blinking or reverse display may be used.

  When the personal information of the supportee is displayed on the supporter's display 312, the content displayed in a specific part is displayed as a hidden character so that it is not displayed on the supporter's display 302. It may be sent to the side. In addition to the number of clicks, the contents to be displayed in addition to the instruction display include “Operation within 5 seconds”, “Uncheck”, “Keep left clicked”, “Ignore warning display” It is also possible to adopt contents such as. In addition, it is possible to instruct the character input location by the instruction display. At this time, contents such as “input is a single-byte character” and “password is 5 characters or more” can be added as additional information to the instruction display.

  The present invention can be used for a technique that supports operation of an electronic device.

300 ... PC on the support side (personal computer on the support side)
310 ... Supported person side PC (Supported person side personal computer)
320: Communication line.

Claims (5)

Accepting means for accepting the content of the operation notified from the supporter side;
Display control means for performing control to display an instruction display for instructing the content of the received operation on an operation screen;
Determination means for determining whether or not the received content has been executed;
Switching means for switching a display state of the instruction display based on the determination in the determination means;
An electronic apparatus operation support apparatus comprising: transmission means for transmitting information on switching of the display state by the switching means to the supporter side. When an operation different from the received content is executed, the display device includes highlight display control means for controlling display to emphasize the operation,
The electronic device operation support apparatus according to claim 1, wherein the transmission unit transmits the display information to be emphasized to the supporter side.   The electronic device operation support apparatus according to claim 1, wherein the operation screen cannot be operated by an operation from the supporter side. Accepting means for accepting the content of the operation notified from the supporter side;
Display control means for performing control to display an instruction display for instructing the content of the received operation on an operation screen;
Determination means for determining whether or not the received content has been executed;
Switching means for switching a display state of the instruction display based on the determination in the determination means;
An electronic device operation support system comprising: a transmission unit configured to transmit information on switching of the display state by the switching unit to the supporter side. A program that is read and executed by a computer,
Computer
Accepting means for accepting the content of the operation notified from the supporter side;
Display control means for performing control to display an instruction display for instructing the content of the received operation on an operation screen;
Determination means for determining whether or not the received content has been executed;
Switching means for switching a display state of the instruction display based on the determination in the determination means;
An electronic apparatus operation support program that operates as transmission means for transmitting information on switching of the display state by the switching means to the supporter side.

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