JP2014215835A - User terminal, network server, information sharing method and program for network server - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable a user to receive better remote support by sharing the evaluation of a mutual remote support on a social network when the user performs the mutual remote support.SOLUTION: A user of a user terminal 10a, which has received remote support, inputs evaluation of the remote support performed by an operator terminal 150 and transmits the evaluation to a network server 200. The network server 200 generates a news feed to the user from the evaluation about the remote support and information of the user and terminal related to the remote support, and transmits the news feed to a user terminal 10b. Thus, the user terminal 10b can obtain the information and evaluation about the other remote support.

Description

  The present invention relates to a user terminal, a network server, an information sharing method, and a network server program that share remote support evaluations among user terminals that perform remote support with each other.

  In recent years, various services are provided to users by connecting a mobile terminal connected to a public network to a Web server or the like. In particular, with the advent of smartphones (high-function mobile phones), it has become possible to perform advanced services that have been provided for personal computers with mobile phones.

  In addition, various functions are installed in the smartphone itself, not the service provided by the server. Therefore, it often takes time for the user to become familiar with all the functions installed. For example, even if a function desired by the user is mounted on a smartphone, the method of setting the function is unknown, so that the user cannot use the function.

  Therefore, in order to make full use of such advanced Web services and advanced smartphone functions, the user needs to be familiar with the setting operations and functions for the smartphone. Furthermore, when a user unfamiliar with the operation makes settings for the device for the first time, setting information that should not be deleted may be deleted, or errors may occur due to inappropriate settings. There are also many.

  In response to such a problem, a method for remotely setting a user's terminal or instructing a user remotely by performing remote support (remote maintenance) from the system to the user's terminal is known. ing. For example, in Patent Document 1, the screen information of each client to be supported is acquired on the server side, and the screen information is always displayed in a list on the server, thereby improving the efficiency of support and monitoring for the client. It is disclosed.

Japanese Patent Laid-Open No. 2003-6062 JP 2011-034315 A

  On the other hand, it is known that remote operation is performed by performing remote login or the like from a terminal that performs remote support to a user terminal that receives support, and sharing a screen in real time. That is, the screen displayed on the user terminal is sequentially transferred and displayed on the operator terminal, and when the operator terminal is operated, an input operation (remote operation) is performed as if the user terminal is operated. Can be performed. Furthermore, Patent Document 2 discloses a method of performing remote support using a mobile phone.

  However, with the explosive spread of smartphones and personal computers, the number of users who handle high-performance information devices is now increasing. For this reason, the number of users for one operator is also increased, and it is predicted that the time available for each person who receives support and the quality of service will tend to decline in inverse proportion. In addition, since the remote support as described above allows an operator to freely operate a personal device, a user who is not familiar with information devices may feel unreasonable crisis.

  By the way, today, a system has been born in which a customer is a service provider and a service receiver at the same time as the service provider and the customer who is the service receiver are removed. In such a system, services are exchanged between customers, and companies can create value by providing an environment that enables them, rather than providing services directly.

  The present inventor applied this, and the number of service providers has been significantly increased by receiving remote support from other users, not users who are engaged in the remote support business. We paid attention to increasing the sense of security when receiving support in terms of privacy and reduction of criminal risk for family members and direct friends.

  In addition, the present inventor shares the remote support experience between each user on a social network, so that the evaluation of remote support can be shared with intellectuals, and an environment in which a higher quality support provider can provide a lot of support. The focus was on improving the value of the information sharing system as described above.

  SUMMARY OF THE INVENTION In view of these problems, the present invention provides a network server, a user terminal, an information sharing system, a remote support method, and a user terminal that perform remote support with each other on a social networking basis. An object of the present invention is to provide a program for an information sharing system.

  The present invention provides the following solutions.

The invention according to the first feature constitutes a social network environment and receives remote support as a supported terminal from another user terminal communicably connected via a public line network, or to another user terminal A user terminal that provides remote support as an operator terminal,
Remote support means for performing remote support with other user terminals;
When receiving the remote support, remote support evaluation accepting means for accepting an input from the user for evaluation of the remote support by numerical values or at least one of sentences;
The evaluation that received the input, the date and time when the remote support was received with respect to the remote support, the information regarding the social network environment of the user regarding the remote support, and the device information of the user terminal that received the remote support Remote support evaluation posting means for transmitting to the social network environment;
News item receiving means for receiving news items related to remote support related to other user terminals constituting the social network environment from the social network environment;
News item display means for displaying the received news item on a display unit of the user terminal;
A user terminal characterized by comprising:

  According to the first aspect of the invention, a remote support is received as a supported terminal from another user terminal communicably connected via a public line network, or another user terminal is configured. The user terminal that performs remote support as an operator terminal performs remote support mutually with the other user terminals, and when receiving the remote support, the user evaluates the remote support numerically or at least either of texts The user receives the input, the evaluation that received the input, the date and time when the remote support was received with respect to the remote support, the information related to the social network environment of the user regarding the remote support, and the user who received the remote support With device information Transmitting to the social network environment, receiving news items related to remote support related to other user terminals constituting the social network environment from the social network environment, and displaying the received news items as a display unit of the user terminal To display.

The invention according to the second feature is connected to a plurality of user terminals that receive remote support as supported terminals from other user terminals or perform remote support as operator terminals with respect to other user terminals. Network server,
Social network configuring means for associating the plurality of user terminals to configure a social network;
For the remote support, a remote support evaluation receiving module that receives an evaluation related to the remote support from a supported terminal;
News item generating means for generating a news item related to remote support that has received the evaluation;
News feed generating means for generating a news feed composed of the news items for the user;
A network server is provided.

  According to the second aspect of the invention, a plurality of other user terminals can receive remote support as supported terminals, or can communicate with other user terminals that perform remote support as operator terminals. The connected network server forms a social network by associating the plurality of user terminals, receives an evaluation about the remote support from the supported terminal for the remote support, and news items about the remote support that have received the evaluation And a news feed composed of the news items is generated for the user.

  The invention according to the second feature is the category of the network server, but the information sharing method and the network server program also have the same actions and effects according to the category.

  According to a third aspect of the present invention, the newsfeed generating means is a remote in which the user terminal of the user who is connected to the user above a predetermined standard on the social network is an operator terminal or a supported terminal. There is provided a network server which is an invention according to a second feature, characterized in that a news feed is generated only for news items related to support.

  According to the third aspect of the invention, the network server according to the second aspect of the invention is characterized in that, on the social network, the user terminal of the user who is connected to a predetermined standard or more is an operator terminal. Alternatively, a news feed is generated only for news items related to remote support which is a supported terminal.

  The invention according to a fourth aspect is characterized in that the newsfeed generation means generates a newsfeed by giving priority to a news item related to remote support having a higher evaluation based on the evaluation input by the user. A network server which is an invention according to either the second or third feature is provided.

  According to the fourth aspect of the invention, the network server according to the second or third aspect of the invention provides a news item related to remote support having a higher evaluation based on the evaluation input by the user. Generate news feeds with priority.

  According to a fifth feature of the present invention, the newsfeed generating means compares the device information of the remote support supported terminal with the device information of the user terminal of the user, and news related to remote support with more common points. Provided is a network server that is an invention according to any one of the second to fourth features, wherein a news feed is generated with priority given to items.

  According to the fifth aspect of the invention, the network server according to any one of the second to fourth aspects includes: device information of the remote supported supported terminal; and device information of the user terminal of the user And generate news feeds with priority on news items related to remote support that have more common points.

The invention according to the sixth aspect is connected to a plurality of user terminals that receive remote support as supported terminals from other user terminals or perform remote support as operator terminals to other user terminals. Information sharing method executed by a network server,
Associating the plurality of user terminals to form a social network;
For the remote support, receiving an evaluation regarding the remote support from a supported terminal;
Generating a news item for remote support that has received the assessment;
Generating, for the user, a news feed composed of the news items;
An information sharing method characterized by comprising:

The invention according to the seventh feature is communicatively connected to a plurality of user terminals that receive remote support as supported terminals from other user terminals or perform remote support as operator terminals to other user terminals. Network server
Associating the plurality of user terminals to form a social network;
Receiving the evaluation regarding the remote support from the supported terminal for the remote support;
Generating a news item for remote support that has received the assessment;
Generating a news feed composed of the news items for the user;
A network server program for executing the above is provided.

  According to the present invention, a network server, a user terminal, an information sharing system, a remote support method, and an information sharing system that share evaluation of remote support between users on social networking for user terminals that perform remote support with each other Program can be provided.

FIG. 1 is a schematic diagram of an information sharing system 1 which is a preferred embodiment of the present invention. FIG. 2 is a system configuration diagram of the information sharing system 1 which is a preferred embodiment of the present invention. FIG. 3 is a diagram illustrating the functional blocks of the user terminal 10, the operator terminal 150, and the network server 200 and the relationship between the functions. FIG. 4 is a flowchart of remote support evaluation posting processing executed by the user terminal 10, the operator terminal 150, and the network server 200. FIG. 5 is a flowchart of news feed display processing executed by the user terminal 10 and the network server 200. FIG. 6 is an example of a news feed generated by the news feed generation module 208. FIG. 7 is a schematic diagram of the social network 5 and an example of news items to be displayed.

  Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. This is merely an example, and the technical scope of the present invention is not limited to this.

[Outline of information sharing system 1]
FIG. 1 is a diagram for explaining an overview of an information sharing system 1 which is a preferred embodiment of the present invention. The outline of the information sharing system 1 will be described with reference to FIG.

  In the information sharing system 1, a plurality of user terminals 10 a and 10 b (hereinafter simply “10” unless otherwise specified) and an operator terminal 150 constitute the social network 5. Further, the user terminal 10, the operator terminal 150, and the network server 200 can communicate with each other.

  Here, the social network is a social network configured by a computer system, and expresses sociality by defining a certain connection between users using the configured user terminals. The connection is generally not limited to friendship, follow-up indicating selective transmission / reception of information, follower, and participation in a community having a specific subject.

  First, the operator terminal 150 performs remote support for the user terminal 10a (step S01). At this time, the operator terminal 150 is merely the name of the user terminal 10 on the remote support side, and may be functionally identical to the user terminal 10.

  Here, remote support may be performed via an operator server. The network server 200 or an application operating on the network server 200 may work as an operator server.

  Next, the user terminal 10a that has become a supported terminal transmits information related to remote support and its evaluation to the network server 200 (step S02). Here, the information regarding remote support includes the date and time when remote support was implemented, user information on both social networks, model information of the operator terminal 150 and the user terminal 10a, and the like.

  The network server 200 stores the received remote support information and evaluation in the storage unit, and when a request for information is received from the user terminal 10, generates a news item from the remote support information and configures a news feed. And it transmits to the said user terminal 10 (step S03).

  For example, as shown in FIG. 1, remote support information indicating that the user terminal 10a is a supported terminal is displayed in the news feed of the user terminal 10b. At this time, if the model information of the user terminal 10a and the user terminal 10b is the same and the remote support is highly evaluated, the remote operator can request the remote support from the same operator terminal 150, so that the high-quality remote Expect to receive support.

  Here, the network server 200 may be a social network providing server, or may function as an application that works on an external social network, thereby acquiring social network information and configuring the network. . The above is the outline of the information sharing system 1.

[System configuration of information sharing system]
FIG. 2 is a system configuration diagram of the information sharing system 1 which is a preferred embodiment of the present invention. The information sharing system 1 includes a plurality of user terminals 10, an operator terminal 150, a network server 200, a public line network 3 (Internet network, third generation, fourth generation communication network, etc.), and social network 5.

  The user terminal 10 and the operator terminal 150 are communicably connected to the network server 200 via the public line network 3. The social network 5 is configured by connecting each user terminal 10 and operator terminal 150 by the network server 200. In addition, the social network 5 may be comprised by the account which performed the login using the terminal instead of each terminal.

  The user terminal 10 may be a general information terminal for a user to receive or support, and is an information device or an electrical appliance having a function described later. The user terminal 10 may be, for example, white goods such as a refrigerator, a washing machine, in addition to a network device such as a mobile phone, a smartphone 10b, a composite printer, a television 10a, a router or a gateway, and a computer 10c. It may be a general information appliance such as a telephone, a netbook terminal, a slate terminal, an electronic book terminal, an electronic dictionary terminal, a portable music player, and a portable content playback / recording player.

  The operator terminal 150 is a name of the user terminal 10 that performs remote support, and is functionally equivalent to the user terminal 10.

  The network server 200 is a server that constitutes a social network and provides news items to the user terminal 10 and the operator terminal 150. The network server 200 may relay data processing in remote support between terminals.

[Description of each function]
FIG. 3 is a diagram illustrating the functional blocks of the user terminal 10, the operator terminal 150, and the network server 200 and the relationship between the functions. Here, the functional blocks of the operator terminal 150 are the same as those of the user terminal 10.

  The user terminal 10 and the operator terminal 150 include a central processing unit (CPU), a random access memory (RAM), a read only memory (ROM), and the like as the control unit 11, and the communication unit 12 includes, for example, IEEE 802.11. Compliant WiFi (Wireless Fidelity compatible device or wireless device compliant with IMT-2000 standard such as 3rd generation mobile communication system) (wired LAN connection may be used).

  Further, the user terminal 10 and the operator terminal 150 include, as the input / output unit 13, a display unit that outputs and displays data and images controlled by the control unit, and includes a touch panel, a keyboard, a mouse, and the like that accept input from the user. .

  In the user terminal 10 and the operator terminal 150, the control unit 11 reads a predetermined program, thereby realizing the remote support module 14, the remote support evaluation posting module 15, and the news item receiving module 16 in cooperation with the communication unit 12. To do. Further, in the user terminal 10 and the operator terminal 150, the control unit 11 reads a predetermined program, thereby realizing the remote support evaluation receiving module 17 and the news item display module 18 in cooperation with the input / output unit 13.

  Similarly, the network server 200 includes a CPU, a RAM, a ROM, and the like as the control unit 201, and includes, for example, a WiFi compatible device compliant with IEEE 802.11 (may be wired) as the communication unit 202. In addition, the network server 200 includes a data storage unit such as a hard disk or a semiconductor memory as the storage unit 203. The network server 200 includes a remote support evaluation database 250 in the storage unit 203.

  When the control unit 201 of the network server 200 reads a predetermined program, the social network configuration module 204 and the remote support evaluation reception module 205 are realized in cooperation with the communication unit 202. Further, the control unit 201 of the network server 200 reads a predetermined program, thereby realizing a remote support evaluation storage module 206, a news item generation module 207, and a news feed generation module 208 in cooperation with the storage unit 203.

[Remote Support Evaluation Posting Process]
FIG. 4 is a flowchart of remote support evaluation posting processing executed by the user terminal 10, the operator terminal 150, and the network server 200. The processing performed by the module of each device described above will be described together with this processing.

  First, the remote support module 14 of the operator terminal 150 executes remote support for the user terminal 10 (step S11). Here, the remote support start request and the data processing of both may be performed on the social network 5 configured by the network server 200 or may be performed by peer-to-peer communication.

  When the remote support module 14 of the user terminal 10 detects the completion of the remote support as the connection from the operator terminal 150 is terminated (step S12), the remote support evaluation receiving module 17 evaluates the remote support completed by the user. An input is accepted (step S13). Here, evaluation refers to comprehensive evaluation and satisfaction with remote support expressed by numerical values and sentences.

  Next, the remote support evaluation posting module 15 of the user terminal 10 transmits to the network server 200 the information about the remote support and the received evaluation (Step S14). The remote support evaluation receiving module 205 of the network server 200 receives information and evaluation regarding remote support (step S15).

  Here, the information regarding remote support includes the date and time when remote support was implemented, user information on both social networks, model information of the operator terminal 150 and the user terminal 10a, and the like. The remote support evaluation storage module 206 of the network server 200 stores the received remote support information and evaluation in the remote support evaluation database 250 (step S16).

  Note that since the memory is a conventional technique in specific implementation, it is adopted as an example and is not essential in the present invention. The above is the procedure of the remote support evaluation acceptance process.

[News feed display processing]
FIG. 5 is a flowchart of the news feed display process executed by the user terminal 10 and the network server 200. The processing performed by the module of each device described above will be described together with this processing.

  The news item receiving module 16 of the user terminal 10 requests the network server 200 for a news feed constituted by a plurality of news items (step S21). Specifically, the opportunity to make a request includes when logging into the social network 5 and calling a home screen, or when starting a specific application.

  Next, the social network configuration module 204 of the network server 200 confirms the social network information of the user terminal 10 or the user who owns the user terminal 10 (step S22). For example, connections such as user friendship and follow-up are extracted from a stored database, or acquired from an external social network via an API or the like.

  Then, the news item generation module 207 of the network server 200 extracts remote support related to the requesting user from the remote support evaluation database 250 (step S23), and generates a news item for each remote support (step S24).

  Here, the remote support related to the user is not a remote support in which the user terminal 10 is an operator terminal or a supported terminal, but the user terminal 10 connected to the user terminal 10 and the social network 5 at a certain level or more is an operator terminal. Or remote support which is a supported terminal.

  The news item generation means that information on the database is written in order to generate information to be actually displayed on the screen of the user terminal 10 and inserted when there is an image stored in association with the information. If there is a resource such as a high-news news item, it indicates a procedure such as inserting a link. Furthermore, a news item is not necessarily generated for one remote support, and a news item may be generated by integrating information on a plurality of remote supports.

  Next, the news feed generation module 208 of the network server 200 generates a news feed by combining a plurality of the news items (step S25). If the news items provided by the network server 200 are not limited to those related to remote support, a news feed can be generated by combining other news items such as news items related to other activities on the social network 5. May be generated.

  FIG. 6 is an example of a news feed generated by the news feed generation module 208. As news items, a time 61, a summary 62, an evaluation score 63, an evaluation comment 64, and a related link 65 are displayed. Further, a news feed 66 is generated by combining news items 66 based on other activities on the social network 5 that are not related to remote support.

  In addition, when generating the news feed, the remote support that is the source of the news item is sorted in descending order of the evaluation so that the information of the operator terminal 150 that has performed the remote support with the high evaluation is preferentially displayed. It may be. If the evaluation does not include numerical values and is in the form of sentences only, the sentence is positive / negative determined by a method such as natural language analysis, and the operator terminal 150 having a higher positive response has a higher evaluation. May be considered.

  Further, when generating the news feed, the model information of each supported terminal may be referred to, and remote support information for a terminal that has many common points with the user terminal 10 that made the request may be preferentially displayed. The model information here refers to, for example, a hardware type such as a notebook PC, a smartphone terminal, or a tablet terminal, whether the date of manufacture is within several years, or the type and version of the OS. It is information for judging whether or not it includes a technically common topic.

  Furthermore, when generating a news feed, if the purpose and severity of remote support for each news item can be specified, a search function based on the purpose and severity may be provided to the user terminal 10. In addition, you may perform these prioritization in extraction from a database.

  Further, FIG. 7 shows a schematic diagram of the social network 5 and an example of news items to be displayed. The connection such as friendship in the social network 5 is indicated by the connection 71 between each user terminal 10 and the operator terminal 150 in FIG. Here, when attention is paid to the display 72 of the terminal of the user Tom, which is the user terminal 10b, even if the friend, Nancy, and the friend, Bob, are experts in remote support, they are not directly reliable. Bom's information is not displayed on Tom's terminal, and the direct friends Dorothy and Nancy are displayed as the ranking 73 even though the evaluation is lower than that. On the other hand, in the display 74 of the terminal of Charlotte which is the user terminal 10d, Bob is displayed in the ranking 75 because it is a direct friend with Bob. Thus, by providing a threshold for the friendship depth of friends and the number of common friends, it is possible to limit remote support that is a source of news items and provide more useful information to the user.

  Then, the network server 200 transmits the generated news feed to the user terminal 10 (step S26), and the news item receiving module 16 of the user terminal 10 receives it (step S27).

  Finally, the news item received by the news item display module 18 of the user terminal 10 is displayed on the display unit (step S28). The above is the procedure of the news feed display process.

  The means and functions described above are realized by a computer (including a CPU, an information processing apparatus, and various terminals) reading and executing a predetermined program. The program is provided in a form recorded on a computer-readable recording medium such as a flexible disk, CD (CD-ROM, etc.), DVD (DVD-ROM, DVD-RAM, etc.), for example. In this case, the computer reads the program from the recording medium, transfers it to the internal storage device or the external storage device, stores it, and executes it. The program may be recorded in advance in a storage device (recording medium) such as a magnetic disk, an optical disk, or a magneto-optical disk, and provided from the storage device to a computer via a communication line.

  As mentioned above, although embodiment of this invention was described, this invention is not limited to these embodiment mentioned above. The effects described in the embodiments of the present invention are only the most preferable effects resulting from the present invention, and the effects of the present invention are limited to those described in the embodiments of the present invention. is not.

  1 information sharing system, 3 public network, 5 social network, 10 user terminal, 150 operator terminal, 200 network server, 250 remote support evaluation database

Claims (7)

A user who configures a social network environment and receives remote support as a supported terminal from another user terminal that is communicably connected via a public network, or performs remote support as an operator terminal for another user terminal A terminal,
Remote support means for performing remote support with other user terminals;
When receiving the remote support, remote support evaluation accepting means for accepting an input from the user for evaluation of the remote support by numerical values or at least one of sentences;
The evaluation that received the input, the date and time when the remote support was received with respect to the remote support, the information related to the social network environment of the user regarding the remote support, and the device information of the user terminal that received the remote support Remote support evaluation posting means for transmitting to the social network environment;
News item receiving means for receiving news items related to remote support related to other user terminals constituting the social network environment from the social network environment;
News item display means for displaying the received news item on a display unit of the user terminal;
A user terminal comprising: A plurality of network servers connected to a user terminal that receives remote support from other user terminals as a supported terminal, or communicates with other user terminals that perform remote support as an operator terminal;
Social network configuring means for associating the plurality of user terminals to configure a social network;
For the remote support, a remote support evaluation receiving module that receives an evaluation related to the remote support from a supported terminal;
News item generating means for generating a news item related to remote support that has received the evaluation;
News feed generating means for generating a news feed composed of the news items for the user;
A network server comprising:   The news feed generation means is limited to news items related to remote support in which the user terminal of the user who is connected to a predetermined standard or more on the social network is an operator terminal or a supported terminal. The network server according to claim 2, wherein the network server generates a feed.   4. The news feed generation means generates a news feed by giving priority to a news item related to remote support having a higher evaluation based on an evaluation input by the user. The network server according to any one of the above.   The newsfeed generating means compares the device information of the remote support supported terminal with the device information of the user terminal of the user, and generates a newsfeed by giving priority to news items related to remote support having more common points. The network server according to any one of claims 2 to 4, wherein: Information sharing method executed by a network server connected to be communicable with a plurality of user terminals that receive remote support as supported terminals from other user terminals or perform remote support as operator terminals with respect to other user terminals Because
Associating the plurality of user terminals to form a social network;
For the remote support, receiving an evaluation regarding the remote support from a supported terminal;
Generating a news item for remote support that has received the assessment;
Generating, for the user, a news feed composed of the news items;
An information sharing method characterized by comprising: To a network server connected to a plurality of user terminals that receive remote support as supported terminals from other user terminals, or to communicate with user terminals that perform remote support as operator terminals to other user terminals,
Associating the plurality of user terminals to form a social network;
Receiving the evaluation regarding the remote support from the supported terminal for the remote support;
Generating a news item for remote support that has received the assessment;
Generating a news feed composed of the news items for the user;
Network server program that executes

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