JP2016018299A - Communication control method, communication control system, and communication control program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve the determination accuracy of the priority of a task to be used for the control of communication between users.SOLUTION: A communication control system 10 calculates the progress status of the data creation task of a user 2a on the basis of data 11a being created of the user 2a, and calculates a deadline status corresponding to closeness from the present time to the deadline on the basis of schedule information 12a indicating the deadline of the data creation task, and calculates the present priority of the data creation task from the progress status and the deadline status, and controls communication to be performed between the user 2a and a user 2b in accordance with the present priority.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a communication control method, a communication control system, and a communication control program.

  Currently, in an organization such as a company, an information processing system that supports communication between users such as employees is used. In many cases, a plurality of communication methods are prepared for a user to communicate with other users. For example, when a certain user wants to make an inquiry to another user about a highly urgent business, it may be possible to access the other user using an extension telephone. In addition, for example, when a user wants to make an inquiry to another user regarding a task that is not highly urgent, it may be possible to access the other user using an electronic mail. The extension telephone number and e-mail address of the inquired user can be managed using the information processing system.

  Normally, each user in the organization performs his / her business. When a user receives an inquiry about another user's business, the user's business may be interrupted depending on the communication method, which may reduce business efficiency. Therefore, it is preferable that the information processing system controls communication between users in consideration of overall business efficiency.

  A control device has been proposed that accepts processing requests from a plurality of channels such as telephone calls and e-mails and distributes the received processing requests to a plurality of operator terminals in a call center. This control device assigns a processing request for a channel with a high real-time property to an operator terminal that is in a free state. Further, the control device accumulates and prioritizes processing requests for channels with low real-time properties, and assigns them to any operator terminal according to the priority order.

  In addition, when a user wants to communicate with another user, a user cooperation system has been proposed for notifying the current business situation of another user so that a telephone contact or the like can be performed at a time convenient for the other party. . In this user cooperation system, a server collects sensor data from sensors carried by each user and sensors installed in various places. The server analyzes the collected sensor data and determines the work that each user is currently engaged in, such as a desk work, a meeting, or a work on a production line. The server transmits information indicating the current business status of the other party with whom communication is desired to the user terminal.

  In addition, a business communication support system has been proposed that supports a plurality of staff members having mobile terminals to communicate with each other about the work progress of each staff member. This business cooperation support system collects position information from the mobile terminal of each staff member, and estimates whether the scheduled work is completed based on the work schedule information of the staff member and the collected position information. When the work of a certain staff member is completed, the business cooperation support system transmits a message to the mobile terminals of other staff members related to the work.

JP 2001-285492 A JP 2009-20672 A JP 2012-226449 A

  By the way, it is possible to control communication between users in consideration of at least one of business priority of a user who makes an inquiry (user who makes an interruption) and priority of an inquiry destination user (user who receives an interruption). Conceivable. For example, the information processing system determines the priority of the business content for each of the inquiring user and the inquired user. For example, the information processing system may allow an inquiry by interruption when the former priority is higher than the latter priority.

  However, if the priority of each user's business is determined from only static information that does not change during the business, such as the user's job title and business schedule, an appropriate priority may not be calculated. is there. For example, for users who are creating data for meetings, such as creating materials for meetings, the urgency of questions that occurred shortly after the start of data creation may be high, but the urgency of questions that occurred shortly after completion of data is low there is a possibility. In this way, while performing a certain job, the priority of the job viewed from the user may change.

  In one aspect, an object of the present invention is to provide a communication control method, a communication control system, and a communication control program that can improve the accuracy of determination of job priority used for control of communication between users.

  In one aspect, a communication control method executed by an information processing system is provided. In the communication control method, the progress of the user's data creation work is calculated based on the data being created by the user, and based on the schedule information indicating the deadline of the data creation work, Calculate the time limit according to the situation. The current priority of the data creation job is calculated from the progress status and the deadline status. The communication performed between the user and other users is controlled according to the current priority.

  In one aspect, a communication control system having an acquisition unit, a storage unit, and a control unit is provided. The acquisition unit acquires data being created by the user. The storage unit stores schedule information indicating a time limit for the user's data creation work. The control unit calculates the progress status of the data creation job based on the data being created, and calculates the time limit status according to the proximity from the present time to the time limit based on the schedule information. The control unit calculates the current priority of the data creation job from the progress status and the time limit status. A control part controls communication performed between a user and other users according to the present priority.

  In one aspect, a communication control program to be executed by a computer is provided.

  In one aspect, the accuracy of determining the priority of work used for controlling communication between users is improved.

It is a figure which shows the communication control system of 1st Embodiment. It is a figure which shows the information processing system of 2nd Embodiment. It is a block diagram which shows the hardware example of a management server. It is a sequence diagram showing an example of a flow of document creation support. It is a block diagram which shows the function example of an information processing system. It is a figure which shows the example of a profile table. It is a figure which shows the example of a schedule table. It is a figure which shows the example of a document table. It is a figure which shows the example of a skill table. It is a figure which shows the example of the table of a progress value, a stagnation value, a time limit value, and a threshold value. It is a figure which shows the example of a work management table. It is a flowchart which shows the example of a procedure of a callback request. It is a flowchart which shows the example of a procedure of a callback instruction | indication. It is a flowchart which shows the example of a procedure of a callback process. It is a figure which shows the example of a screen displayed on a client.

Hereinafter, the present embodiment will be described with reference to the drawings.
[First Embodiment]
FIG. 1 is a diagram illustrating a communication control system according to the first embodiment.

  The communication control system 10 according to the first embodiment controls communication between a plurality of users including the users 2a and 2b. Communication methods include communication methods with high real-time properties such as interviews, extension telephone calls, video conferences, and chats, and communication methods with low real-time properties such as e-mail and posting articles to internal sites. For example, when the user 2a wants to make an inquiry to the user 2b regarding the work of the user 2a, the communication control system 10 selects an appropriate communication method from a plurality of communication methods.

  The communication control system 10 can be realized using one or two or more computers. The communication control system 10 includes an acquisition unit 11, a storage unit 12, and a control unit 13. The acquisition unit 11, the storage unit 12, and the control unit 13 may be included in the same computer, or may be included in different computers. In the latter case, a plurality of computers communicate via a network. The acquisition unit 11 can be realized as, for example, a communication interface or an input interface that receives an input from the user 2a. The storage unit 12 can be realized, for example, as a volatile storage device such as a RAM (Random Access Memory) or a nonvolatile storage device such as an HDD (Hard Disk Drive) or a flash memory.

  The control unit 13 can be realized using a processor, for example. The processor may be a CPU (Central Processing Unit) or a DSP (Digital Signal Processor). The processor may include an electronic circuit for a specific purpose such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA). For example, the processor executes a program stored in a memory such as a RAM. A set of multiple processors (multiprocessor) may be referred to as a “processor”.

  Here, the acquisition unit 11 acquires the data 11a being created created by the user 2a. The in-creation data 11a may be incomplete. The in-creation data 11a is, for example, material used in the next meeting, and is created using word processing software or the like. The acquisition unit 11 may receive the creating data 11a from the terminal device used by the user 2a via the network. The storage unit 12 stores schedule information 12a indicating a time limit for data creation work (for example, preparation of conference materials) of the user 2a.

  The control unit 13 calculates the progress status of the data creation work of the user 2a based on the data 11a being created. The progress status may include the current degree of completion of the data 11a being created. The degree of completion is calculated from, for example, the current data amount of the data being created 11a and the predicted value of the data amount at the time of completion. The amount of data can be measured in arbitrary units such as the number of characters, the number of lines, and the number of pages. The predicted value of the data amount at completion is calculated with reference to data created in the past, for example. The progress status may include the current data creation speed of the user 2a. The data creation speed is calculated from, for example, a change over time in the data amount of the data being created 11a. The data creation speed may be an increase in the number of characters, the number of lines, or the number of pages per unit time.

  Further, the control unit 13 calculates a time limit situation according to the proximity from the present time to the time limit of the data creation work of the user 2 a based on the schedule information 12 a stored in the storage unit 12. The deadline status may indicate the ratio of the remaining time (the time from the present to the deadline) with respect to the total time from the start of the data creation work to the deadline. Then, the control unit 13 calculates the current priority of the data creation work of the user 2a from the calculated progress status and deadline status.

  The current priority may change with the progress of data creation work or with the passage of time. For example, the lower the degree of completion of the data 11a being created, the higher the priority, and the higher the degree of completion, the lower the priority. For example, the lower the data creation speed of the user 2a, the higher the priority, and the faster the data creation speed, the lower the priority. Also, for example, the lower the remaining time until the deadline, the higher the priority, and the higher the remaining time, the lower the priority.

  When the user 2a wants to make an inquiry to the user 2b about the user 2a's own data creation job, the control unit 13 performs the operation between the user 2a and the user 2b according to the current priority of the data creation job. Control communication.

  For example, when the current priority is equal to or higher than the threshold, the control unit 13 notifies the terminal device corresponding to at least one of the users 2a and 2b to use a communication method with high real-time characteristics such as an extension telephone. This is because a communication method with a high real-time property places a heavy burden on the user 2b, while it is considered that prompt support for the data creation work of the user 2a contributes to an improvement in overall work efficiency.

  On the other hand, for example, when the current priority is less than the threshold, the control unit 13 notifies the terminal device corresponding to at least one of the users 2a and 2b to use a communication method with low real-time properties such as e-mail. . This is because even if the support for the data creation work of the user 2a is delayed, it is considered that reducing the burden on the user 2b by suppressing the interruption of the work of the user 2b contributes to the improvement of the overall work efficiency. In this manner, an appropriate communication method can be selected according to the progress status and time limit status of the data creation work.

  According to the communication control system 10 of the first embodiment, the progress status of the data creation work of the user 2a is calculated based on the data 11a being created, and the deadline status of the data creation work is determined based on the schedule information 12a. Calculated. Then, the current priority of the data creation work is calculated from the progress status and the time limit status, and communication between the user 2a and the user 2b is controlled according to the current priority. As a result, the progress status and time limit status that change with the passage of time are taken into consideration, and the accuracy of determining the priority of the data creation work is improved. As a result, the communication between the user 2a and the user 2b can be controlled so that the overall business efficiency including the business of the user 2a and the business of the user 2b is further improved.

[Second Embodiment]
FIG. 2 illustrates an information processing system according to the second embodiment.
The information processing system according to the second embodiment includes a management server 100, clients 210, 220, and 230, a database (DB) server 240, and a mail server 250. The management server 100, clients 210, 220, 230, DB server 240 and mail server 250 are connected to the network 20. The information processing system according to the second embodiment includes telephones 31, 32, and 33.

  A plurality of users including the users 41, 42, and 43 belong to an organization that uses this information processing system. For example, the plurality of users are employees of the same company. The user 41 uses the client 210 and the telephone 31. User 42 uses client 220 and telephone 32. The user 43 uses the client 230 and the telephone 33.

  The management server 100 is a server computer that supports communication among a plurality of users including the users 41, 42, and 43. The management server 100 provides a callback-type communication method so that when a certain user wants to consult with another user about his / her business, the burden on the consulting user is reduced.

  In the callback method, when a support request is received from a certain user, the management server 100 determines a consultation partner who is familiar with the business of the user and requests a callback from the determined consultation partner. When a user receives a callback request, the management server 100 calculates the current priority of the business of the user who has issued the support request, and selects telephone or e-mail as a communication method according to the priority. The management server 100 instructs the user who has received the callback request to make a callback using the selected communication method.

  In the second embodiment, a case is considered in which the user 41 mainly makes a support request for the creation of a conference material and the user 42 becomes a consultation partner. Therefore, the user 42 makes a call to the telephone 31 used by the user 41 or creates an e-mail addressed to the user 41 in accordance with the business priority of the user 41 at the time of performing the callback. In the second embodiment, in response to an instruction from the management server 100, calling the user who made the support request or sending an e-mail to the user who made the support request is a callback. Call it. However, other communication methods such as interviews, video conferences, chats, and posting of articles to internal sites may be selected in accordance with the priority of the business of the user 41.

  Clients 210, 220, and 230 are client computers as terminal devices. The clients 210, 220, and 230 can be used for tasks such as creating conference materials. For example, the client 210, 220, 230 is equipped with application software such as word processing software or presentation software. The clients 210, 220, and 230 are equipped with business support software that supports communication with other users in cooperation with the management server 100.

  When the user 41 wants to consult with another user, the client 210 activates a support request module in the business support software according to the operation of the user 41. Then, the client 210 transmits a support request to the management server 100. Accordingly, an appropriate consultation partner is selected, and a callback request is transmitted from the management server 100 to a client (for example, the client 220 of the user 42) used by the consultation partner. The client 220 and 230 can also activate the support request module.

  The client 220 executes a request reception module in the business support software. When the client 220 receives the callback request from the management server 100, the client 220 displays the request content. When the user 42 performs an operation of accepting a callback request, the client 220 transmits an acceptance notification to the management server 100. When the client 220 receives a callback instruction from the management server 100 after the reception notification, the client 220 displays a callback method. The client 210 and 230 also execute the request reception module.

  The DB server 240 is a server computer that manages a database. In the database, the profiles of the users 41, 42, and 43, the schedules of the users 41, 42, and 43, documents used in meetings in the past, documents that are being created, and the like are registered. The DB server 240 transmits designated data to the management server 100 in response to a read request from the management server 100. Further, the DB server 240 stores data received from the management server 100 in response to a write request from the management server 100.

  The mail server 250 is a server computer that transfers electronic mail. When the mail server 250 receives the electronic mail transmitted by the clients 210, 220, and 230, it stores the received electronic mail in the mailbox of the mail server 250 or another mail server according to the destination of the electronic mail. Forward to. In addition, when the mail server 250 receives a mail acquisition request from the clients 210, 220, and 230, the mail server 250 reads and transmits an email from a mailbox corresponding to the user who is the requester.

FIG. 3 is a block diagram illustrating a hardware example of the management server.
The management server 100 includes a CPU 101, a RAM 102, an HDD 103, an image signal processing unit 104, an input signal processing unit 105, a medium reader 106, and a communication interface 107. Each of the above units is connected to the bus 108.

  The CPU 101 is a processor including an arithmetic circuit that executes program instructions. The CPU 101 loads at least a part of the program and data stored in the HDD 103 into the RAM 102 and executes the program. The CPU 101 may include a plurality of processor cores, the management server 100 may include a plurality of processors, and the processes described below may be executed in parallel using a plurality of processors or processor cores. A set of processors (multiprocessor) may be called a “processor”.

  The RAM 102 is a volatile semiconductor memory that temporarily stores programs executed by the CPU 101 and data used by the CPU 101 for calculations. Note that the management server 100 may include a type of memory other than the RAM, or may include a plurality of memories.

  The HDD 103 is a non-volatile storage device that stores an OS (Operating System), software programs such as middleware and application software, and data. The program includes a program that controls communication. The management server 100 may include other types of storage devices such as flash memory and SSD (Solid State Drive), and may include a plurality of nonvolatile storage devices.

  The image signal processing unit 104 outputs an image to the display 111 connected to the management server 100 in accordance with a command from the CPU 101. As the display 111, a CRT (Cathode Ray Tube) display, a liquid crystal display (LCD), a plasma display (PDP), an organic electro-luminescence (OEL) display, or the like can be used. .

  The input signal processing unit 105 acquires an input signal from the input device 112 connected to the management server 100 and outputs it to the CPU 101. As the input device 112, a mouse, a touch panel, a touch pad, a pointing device such as a trackball, a keyboard, a remote controller, a button switch, or the like can be used. A plurality of types of input devices may be connected to the management server 100.

  The medium reader 106 is a reading device that reads programs and data recorded on the recording medium 113. Examples of the recording medium 113 include a magnetic disk such as a flexible disk (FD) and an HDD, an optical disk such as a CD (Compact Disc) and a DVD (Digital Versatile Disc), a magneto-optical disk (MO), A semiconductor memory or the like can be used. The medium reader 106 stores, for example, a program or data read from the recording medium 113 in the RAM 102 or the HDD 103.

  The communication interface 107 is connected to the network 20 and communicates with the clients 210, 220, 230 and the DB server 240. The communication interface 107 may be a wired communication interface connected to a communication device such as a switch by a cable, or may be a wireless communication interface connected to a base station or an access point by a wireless link.

  Note that the management server 100 may not include the medium reader 106, and may not include the image signal processing unit 104 and the input signal processing unit 105 when control is possible from a terminal device operated by the user. . Further, the display 111 and the input device 112 may be formed integrally with the housing of the management server 100. The clients 210, 220, 230, the DB server 240, and the mail server 250 can also be realized by the same hardware configuration as that of the management server 100.

Next, a description will be given of a flow in which the user 41 makes a support request for creating a conference material, and the user 42 makes a callback to the user 41 in response to the support request.
FIG. 4 is a sequence diagram illustrating an example of a flow of document creation support.

  In response to the operation of the user 41, the client 210 activates a support request module in the business support software. Then, the client 210 transmits a support request to the management server 100. At this time, the client 210 transmits to the management server 100 a document under creation that is a conference material created by the user 41 using the client 210 (S10). The document being created is, for example, a text created with a text editor, a document created with word processing software, a presentation slide created with presentation software, or the like. In addition to the document being created, the client 210 may transmit information (for example, the name of the conference and the scheduled date and time) specifying the conference that uses the document being created to the management server 100.

  When receiving the support request from the client 210, the management server 100 calculates the initial priority of the conference material creation work of the user 41 based on the document being created received from the client 210 (S11). The initial priority is calculated based on, for example, the contents of the document being created, the conference theme, and conference participants. Information about the conference such as the conference theme and conference participants can be searched from the schedule information registered in the DB server 240. Also, the management server 100 selects a consultation partner of the user 41 based on the received document being created (S12). As a consultation partner, it may be possible to select a user who is familiar with the technical field of the document being created. The skill of each user can be searched from skill information registered in the DB server 240.

  Here, it is assumed that the user 42 is selected as the consultation partner of the user 41. Then, the management server 100 transmits a callback request to the client 220 (S13). The callback request includes information that is useful for determining whether to support the user 41, such as the name of the user 41, the file name of the document being created, and the degree of completion. The address of the client 220 is notified from the client 220 and registered in the management server 100 when, for example, the request reception module in the business support software is activated on the client 220.

  When there is no callback from the user 42, the client 210 transmits the currently created document to the management server 100 at a predetermined cycle (for example, one hour cycle) (S14). The degree of completion of the document being created transmitted at this time is expected to become higher than the degree of completion of the document being created transmitted in step S10 as time passes. When receiving the latest document being created from the client 210, the management server 100 calculates the current priority of the meeting material creation job of the user 41 based on the received document being created (S15). The priority can be calculated using three parameters: (1) the degree of completion of the document being created, (2) the input speed of the user 41 for the document being created, and (3) the remaining time of the meeting material creation job.

  The degree of completion can be calculated as the current page number (or line number, character number, etc.) of the document being created with respect to the estimation of the page number (or line number, character number, etc.) at the time of completion. The number of pages at the time of completion can be estimated with reference to past conference documents accumulated in the DB server 240. The input speed can be calculated as a difference between the number of characters of the document being created received this time and the number of characters of the document being created received last time (for example, one hour ago). The remaining time can be calculated as the ratio of the time from the current time to the conference start time (remaining time) to the time from the time when the client 210 first transmits the document being created to the conference start time (total work time). The meeting start time can be searched from schedule information registered in the DB server 240.

  The priority changes with the passage of time. The lower the degree of completion of the document being created, the higher the priority, and the higher the degree of completion, the lower the priority. Further, the lower the input speed of the user 41 (the work of the user 41 is stagnant), the higher the priority is, and the higher the input speed (the work of the user 41 is proceeding smoothly), the lower the priority. . Further, the priority is higher as the remaining time of the conference material creation work is smaller (the remaining time until the deadline is smaller), and the priority is lower as the remaining time is larger (the remaining time until the deadline is larger).

  Further, the management server 100 selects the consultation partner of the user 41 in the same manner as in the above step S12 (S16). The selected consultation partner may be the same as or different from step S12. Here, it is assumed that the user 42 is selected again. Then, the management server 100 transmits a callback request to the client 220 (S17).

  When the callback request is received, the client 220 displays the contents (the name of the user 41, the file name of the document being created, the completeness, etc.) included in the callback request. When the user 42 sees the display and performs an operation of accepting a callback request, the client 220 transmits an acceptance notification to the management server 100 (S18). The management server 100 recalculates the current priority of the conference material creation work of the user 41 by the same method as in step S15 (S19). This is because the priority may change between the time when the callback request is transmitted and the time when the reception notification is received. The current priority is calculated based on the information related to the document being created that was last received from the client 210.

  The management server 100 selects a callback method for the user 42 according to the current priority (S20). For example, when the priority is equal to or higher than a threshold (high priority), the management server 100 selects a telephone with high real-time characteristics, and when the priority is less than the threshold (low priority), real-time characteristics are selected. Choose a low email. Then, the management server 100 transmits a callback instruction to the client 220 (S21). The callback instruction includes information indicating the callback method selected in step S19. For example, when the callback method is a telephone, the telephone number of the telephone 31 is provided. If the callback method is email, the email address of the user 41 is provided. The telephone number and e-mail address can be searched from the user profile registered in the DB server 240.

  When the client 220 receives the callback instruction indicating the callback by telephone, the client 220 displays the telephone number of the user 41 (S22a). As a result, the user 42 can call the user 41 and support the user 41 in creating a conference material. In addition, when the client 220 receives a callback instruction indicating a callback by email, the client 220 displays an email creation window whose destination is the email address of the user 41 (S22b). This creation window can be realized by activating e-mail software installed in the client 220, for example. The user 42 can support the conference material creation work of the user 41 by creating an e-mail text and performing a transmission operation.

  In the above description, the support request is transmitted when the client 210 activates the support request module in the business support software. On the other hand, the support request may be transmitted when the user 41 explicitly operates the support request on the business support software. In the above description, a callback request is transmitted to one or more users every time a document being created arrives at the management server 100 at a constant cycle (for example, one hour cycle). On the other hand, if a callback request has been transmitted to one or more users in step S13, a response to the callback request in step S13 is waited for thereafter, and a callback request is not transmitted in step S17. May be.

Next, functions of the information processing system according to the second embodiment will be described.
FIG. 5 is a block diagram illustrating an example of functions of the information processing system.
The management server 100 includes a communication unit 110, a priority calculation unit 120, a callback request unit 130, and a control information storage unit 140. The communication unit 110, the priority calculation unit 120, and the callback request unit 130 can be implemented as a module of a communication control program executed by the CPU 101, for example. The control information storage unit 140 can be implemented as a storage area secured in the RAM 102 or the HDD 103, for example.

  The communication unit 110 transmits a message to the clients 210, 220, and 230 via the communication interface 107. For example, the communication unit 110 transmits a callback request or a callback instruction in response to an instruction from the callback request unit 130. Further, the communication unit 110 receives messages from the clients 210, 220, and 230 via the communication interface 107. For example, the communication unit 110 receives a support request or a document being created, and passes the received support request or document being created to the priority calculation unit 120. For example, the communication unit 110 receives an acceptance notification for the callback request and passes the acceptance notification to the callback request unit 130.

  The priority calculation unit 120 calculates the initial priority of the meeting material creation work of the user 41 when the document being created from the client 210 is first acquired. Further, the priority calculation unit 120 obtains the document being created from the client 210 for the second time or later, or when there is a request from the callback request unit 130, the current priority of the conference material creation work of the user 41. Is calculated. The initial priority and the current priority are also calculated for other users who have issued support requests.

  The initial priority can be calculated from static information that does not change during a conference material creation job, such as a conference theme or conference participants. As an example of the calculation method, positive points are given to a specific meeting theme or a specific position. When the priority calculation unit 120 acquires a support request from the user 41, the priority calculation unit 120 searches the DB server 240 for a conference theme and participants prepared by the user 41. For example, when the support request includes information for identifying a meeting (for example, schedule ID, meeting name, meeting date and time, a combination thereof, etc.), the priority calculation unit 120 identifies the meeting using the information and determines the meeting. Search for themes and meeting participants. Moreover, the priority calculation part 120 may estimate that it is the meeting which the user 41 prepares by searching the next meeting with which the user 41 is due to participate from the user name of the user 41 included in the support request. .

  And the priority calculation part 120 totals the point of a meeting theme and the position of a meeting participant about the meeting which the user 41 is preparing, and makes it an initial priority. For example, it is assumed that point 2 is given for the meeting of the entire business division and point 1 is given for the participation of one officer. If the conference prepared by the user 41 is a meeting of the entire business division and three officers are scheduled to participate, the priority calculation unit 120 calculates initial priority = 5.

  Alternatively, as another example of the calculation method, positive or negative points are given to a conference theme or position. And the priority calculation part 120 adjusts a point with respect to a predetermined | prescribed reference value according to a meeting theme or the title of a meeting participant, and makes it an initial priority. For example, it is assumed that the reference value of initial priority = 5, and point -1 is given to non-important themes that are neither a meeting of the whole business unit nor a meeting of a national project, and point -1 is given to non-executive officers. . If the meeting prepared by the user 41 is a meeting of the research team and the officer does not participate, the priority calculation unit 120 calculates initial priority = 3.

  On the other hand, the current priority is calculated from the latest progress value, stagnation value, and deadline value. Specifically, the priority calculation unit 120 calculates priority = progress value × time limit value + stagnation value. The progress value is an index value corresponding to the degree of completion of the latest document being created, and takes a larger value as the degree of completion is smaller. The stagnation value is an index value corresponding to the current input speed of the user 41, and takes a larger value as the input speed is lower. The deadline value is an index value corresponding to the current remaining time of the conference material creation work, and takes a larger value as the remaining time is smaller. Note that the priority calculation unit 120 may use at least one of the progress value and the time limit value for calculating the initial priority.

The priority calculation unit 120 includes a completion amount estimation unit 121, a progress value calculation unit 122, a stagnation value calculation unit 123, and a deadline value calculation unit 124 in calculating the current priority.
When the completion amount estimation unit 121 first acquires a document being created from the client 210, the completion amount estimation unit 121 estimates the number of pages when the document being created is completed. However, it is also conceivable to use the number of lines, the number of characters, the number of bytes, etc. instead of the number of pages as an index of the data amount.

  In estimating the number of pages at the time of completion, the completion amount estimation unit 121 is a document created in the past by the same user (user 41) as the document being created from the DB server 240, and the same type of meeting as the document being created Search for documents used for. Examples of types of meetings include business unit meetings, national project meetings, research team meetings, and patent meetings. The type of conference can be specified based on the conference theme. The completion amount estimation unit 121 estimates the current page number from the distribution of the page number of the searched past document by using a statistical method. For example, the mode value of the number of pages is calculated from the retrieved past documents, and the mode value is estimated as the current page number. However, instead of the mode value, an average value or a median value may be used.

  When the progress value calculation unit 122 acquires a document being created from the client 210 for the second and subsequent times, the progress value calculation unit 122 calculates the degree of completion of the document being created. The degree of completion can be calculated as the current number of pages of the document being created with respect to the number of pages at the time of completion estimated by the completion amount estimation unit 121. Then, the progress value calculation unit 122 refers to the control information stored in the control information storage unit 140 and converts the calculated degree of completion into a progress value. The progress value increases as the degree of completion decreases, and the progress value decreases as the degree of completion increases. A small progress value indicates that document creation is still in the initial stage.

  When the stagnation value calculation unit 123 acquires a document being created from the client 210 for the second time or later, the stagnation value calculation unit 123 calculates the input speed of the user 41 for the document being created. The input speed can be calculated as the difference between the current number of characters in the document being created and the previous number of characters (for example, one hour ago). However, it is also possible to use the number of pages or the number of lines instead of the number of characters as an index of the data amount of the document being created. Then, the stagnation value calculation unit 123 refers to the control information stored in the control information storage unit 140 and converts the calculated input speed into a stagnation value. The stagnation value increases as the input speed decreases, and the stagnation value decreases as the input speed increases. A large stagnation value indicates that the user 41's meeting material creation work is stagnant (not progressing smoothly).

  When the deadline value calculation unit 124 acquires the document being created from the client 210 for the second time or later, the deadline value calculation unit 124 calculates the remaining time of the conference material creation work of the user 41. In addition, when the deadline value calculation unit 124 obtains the reception notification from the client 220, it calculates the latest remaining time degree. The remaining time can be calculated as the ratio of the remaining time from the present time to the deadline with respect to the total work time from the time when the first document being created is acquired to the deadline (meeting start time). Then, the time limit value calculation unit 124 refers to the control information stored in the control information storage unit 140 and converts the calculated remaining time degree into a time limit value. The time limit value increases as the remaining time degree decreases, and the time limit value decreases as the remaining time degree increases. A large deadline value indicates that the remaining time until the deadline (meeting start time) is small, and the urgency of the user 41 in creating the conference material is high.

  In response to a support request from the client 210, the callback request unit 130 generates a callback request addressed to one or more other clients. Further, the callback request unit 130 generates a callback instruction addressed to the client that has transmitted the reception notification in response to the reception notification that is a response to the callback request. The callback request unit 130 includes a user specifying unit 131 and a method determining unit 132.

  When the first document being created is acquired from the client 210 and the initial priority is calculated, the user specifying unit 131 determines the consultation partner of the user 41. Specifically, the user specifying unit 131 extracts keywords from the document being created using a natural language processing technique. The user designating unit 131 collates the extracted keyword with the skill information stored in the DB server 240 and searches for one or more users who are familiar with the technical field indicated by the keyword.

  When the skill level for each technical field of each user is registered in the skill information, the user specifying unit 131 may narrow down consultation partners according to the skill level of the technical field indicated by the keyword. For example, the user specifying unit 131 may select up to a predetermined number of users in descending order of skill level. In addition, the user designation unit 131 may select a user having a higher skill level as the priority calculated by the priority calculation unit 120 is higher.

  Then, the user specifying unit 131 generates a callback request addressed to the selected user (consultation partner). The callback request includes, for example, the name of the user 41 who made the support request, the file name of the document being created, the completeness, the input speed, the remaining time, and the like. When a document being created for the second time or later is acquired from the client 210 and the current priority is calculated, the user specifying unit 131 may generate a callback request in the same manner as described above. It does not have to be generated. When generating the callback request, the consultation partner may be the same as or different from the previous one. For example, the user designating unit 131 may exclude users who have transmitted a callback request so far and have not responded. Further, the user designating unit 131 may be able to select a user having a higher skill level than the previous consultation partner.

  The callback request is transmitted using, for example, the addresses (for example, IP (Internet Protocol) addresses) of the clients 210, 220, and 230. The addresses of the clients 210, 220, and 230 may be registered in the management server 100 in advance. Further, the addresses of the clients 210, 220, and 230 may be notified to the management server 100 when a callback processing unit described later is activated on each client.

  When the method determination unit 132 obtains an acceptance notification for the callback request, it inquires the priority calculation unit 120 about the current priority. The method determination unit 132 selects a telephone as a callback method when the current priority is equal to or higher than the threshold, and selects an e-mail when the current priority is lower than the threshold. However, other communication methods may be prepared. The method determining unit 132 searches the DB server 240 for the telephone number or e-mail address of the user 41 according to the selected callback method. Then, the method determination unit 132 generates a callback instruction as a response to the reception notification. The callback instruction includes information indicating the callback method and the telephone number or e-mail address of the user 41.

  The control information storage unit 140 stores control information referred to by the priority calculation unit 120 and the callback request unit 130. The control information includes a correspondence between the degree of completion of the document being created and the progress value, a correspondence between the input speed and the stagnation value, and a correspondence between the remaining time and the deadline value. Further, the control information includes a correspondence relationship between the priority and the callback method. However, the control information may be stored in the DB server 240 instead of the control information storage unit 140.

  The client 210 includes a document storage unit 211, an input monitoring unit 212, and a callback processing unit 213. For example, the document storage unit 211 can be implemented as a storage area secured in a RAM or HDD provided in the client 210. For example, the input monitoring unit 212 and the callback processing unit 213 can be implemented as modules of a business support program executed by a CPU included in the client 210. The clients 220 and 230 can also be realized by the same module configuration as the client 210.

  The document storage unit 211 stores a document being created by the user 41. Examples of documents being created include text created with a text editor, documents created with word processing software, presentation slides created with presentation software, and the like.

  The input monitoring unit 212 is activated in response to an operation of the user 41 when the user 41 wants to consult with other users regarding the conference material creation work. When the input monitoring unit 212 is activated, the input monitoring unit 212 transmits a support request and the document being created stored in the document storage unit 211 to the management server 100. Further, the input monitoring unit 212 transmits the currently created document to the management server 100 at predetermined time intervals.

  The support request includes a user name. The user name may be input by the user 41 when the input monitoring unit 212 is activated, or may be stored in the client 210 in advance. Further, the support request may include information (for example, schedule ID, meeting name, meeting date / time, etc.) that identifies the meeting in which the document being created is used. Information specifying the conference may be input by the user 41 when the input monitoring unit 212 is activated, or may be stored in the client 210 in advance. Further, in the regular transmission of the document being created, the user name is added to the document being created.

  The callback processing unit 213 is automatically activated when the client 210 starts operation, and waits for reception of a callback request from the management server 100. When receiving the callback request, the callback processing unit 213 displays the content of the callback request on a display connected to the client 210. The display contents include the user name, the file name of the document being created, the completeness at the time when the callback request is transmitted, the input speed, the remaining time, and the like.

  When the user 41 performs an operation for accepting a callback request, the callback processing unit 213 transmits an acceptance notification to the management server 100. The reception notification includes, for example, a transmission source user name and information for specifying a callback request (for example, a name of a user who has made a support request). Thereafter, when a callback instruction is received from the management server 100, the callback processing unit 213 performs display according to the callback method determined by the management server 100.

  If the callback instruction includes information indicating a phone call, the callback processing unit 213 displays the phone number on the display and prompts the user 41 to make a call. However, the callback processing unit 213 may automatically make a call to the telephone number. If the callback instruction includes information indicating an electronic mail, the callback processing unit 213 activates the electronic mail software and displays a creation window. At this time, the e-mail address included in the callback instruction is described in the destination address column.

  The DB server 240 includes a profile storage unit 241, a schedule storage unit 242, a document storage unit 243, and a skill information storage unit 244. The profile storage unit 241, the schedule storage unit 242, the document storage unit 243, and the skill information storage unit 244 can be implemented as, for example, a storage area secured in the RAM or HDD provided in the DB server 240.

  The profile storage unit 241 stores the profiles of the users 41, 42, and 43. The profile includes a telephone number and an e-mail address. The schedule storage unit 242 stores schedule information for the users 41, 42, and 43. The schedule information includes information on a conference in which each user participates. The document storage unit 243 stores documents created in the past by the users 41, 42, and 43 and documents currently being created. In addition, the document storage unit 243 stores the name of the creator, information for identifying the meeting, and the like as document attributes. The skill information storage unit 244 stores skill information indicating the technical skills of the users 41, 42, and 43.

  Note that part or all of the information stored in the DB server 240 may be stored in the management server 100. For example, the profile, schedule information, document, and skill information may be stored in the control information storage unit 140.

FIG. 6 is a diagram illustrating an example of a profile table.
The profile table 245 is stored in the profile storage unit 241. The profile table 245 includes items of user name, affiliation, title, telephone number, and mail address. In the user name item, a name for identifying the user is registered. The user name may be the user's name or an ID other than the name. In FIG. 6, “user A” corresponds to the user 41, “user B” corresponds to the user 42, and “user C” corresponds to the user 43.

  In the affiliation item, the name of the organization to which the user belongs is registered. In the title item, the title of a title such as a leader or an officer is registered. In the telephone number field, the telephone number of the telephone used by the user is registered. The telephone number of the telephone 31 is registered for the user A, the telephone number of the telephone 32 is registered for the user B, and the telephone number of the telephone 33 is registered for the user C. The e-mail address used by the user is registered in the mail address field. The e-mail addressed to this e-mail address is accumulated in the mail box of the mail server 250. The client 210 can receive an e-mail addressed to “aa@f.co.jp” from the mail server 250. The client 220 can receive an e-mail addressed to “bb@f.co.jp” from the mail server 250. The client 230 can receive an e-mail addressed to “cc@f.co.jp” from the mail server 250.

FIG. 7 is a diagram illustrating an example of a schedule table.
The schedule table 246 is stored in the schedule storage unit 242. The schedule table 246 includes items of user name, date and time, and conference theme. In the user name item, a name for identifying the user is registered. In the date / time item, the date, scheduled start time, and scheduled end time of the conference in which the user participates are registered. In the conference theme item, a name indicating the type of conference is registered. For example, there are conference themes such as “Cloud Research Team”, “National Project Meeting”, “Patent Meeting”, “Business Department Meeting”.

  In the schedule table 246, a plurality of conferences can be associated with one user. A plurality of users can be associated with one conference. In the example of FIG. 7, the conference can be identified by the combination of the date and time and the conference theme. By searching for a plurality of users associated with the same conference, participants in the conference can be listed. In the example of FIG. 7, the user 41 and the user 42 are scheduled to participate in the same conference.

FIG. 8 is a diagram illustrating an example of a document table.
The document table 247 is stored in the document storage unit 243. The document table 247 includes items of creator, conference, and file name. In the creator item, a name for identifying the user who created the document is registered. In the conference item, information for identifying the conference in which the document is used is registered. The information specifying the conference includes, for example, the date and time of the conference. In the file name item, the name assigned to the document file is registered. The document storage unit 243 stores a file having a name described in the file name item. However, without providing the document table 247, attribute information such as creator and meeting information may be added to each document file.

FIG. 9 is a diagram illustrating an example of a skill table.
The skill table 248 is stored in the skill information storage unit 244. The skill table 248 includes items of user name, technical field, and level. In the user name item, a name for identifying the user is registered. A keyword representing a technical field in which the user has a skill is registered in the technical field item. Examples of keywords include “database”, “communication”, “cloud”, and the like. In the level item, a numerical value indicating the skill level is registered. The larger this value, the higher the skill level.

  One or more skills can be registered for one user. In the example of FIG. 9, the user 41 has database skills, the user 42 has database, communication, and cloud skills, and the user 43 has communication and cloud skills. According to the example of FIG. 9, the skill level of the user 42 in the cloud is higher than the skill level of the user 43 in the cloud.

FIG. 10 is a diagram illustrating an example of a table of progress values, stagnation values, time limit values, and threshold values.
The progress value table 141, the stagnation value table 142, the time limit value table 143, and the threshold value table 144 are stored in the control information storage unit 140.

  In the progress value table 141, the progress value is associated with the degree of completion. The degree of completion of less than 30% is represented by a progress value “5”. A degree of completion of 30% or more and less than 50% is represented by a progress value “4”. A degree of completion of 50% or more and less than 70% is represented by a progress value “3”. A degree of completion of 70% or more and less than 90% is represented by a progress value “2”. A degree of completion of 90% or more is represented by a progress value “1”.

  In the stagnation value table 142, the stagnation value is associated with the input speed. Less than 50 characters per hour is represented by a stagnation value “5”. A value of 50 to 100 characters per hour is represented by a stagnation value “4”. A value of 100 to less than 150 characters per hour is represented by a stagnation value “3”. A value of 150 to less than 200 characters per hour is represented by a stagnation value “2”. Over 200 characters per hour are represented by a stagnation value “1”.

  In the time limit value table 143, time limit values are associated with remaining time degrees. The remaining time less than 20% is represented by a time limit value “3”. The remaining time 20% or more and less than 80% is represented by a time limit value “2”. The remaining time degree of 80% or more is represented by a time limit value “1”.

  In the threshold table 144, the callback method is associated with the priority. An email is associated with a priority of less than 11. A telephone is associated with a priority of 11 or higher. As described above, priority = progress value × time limit value + stagnation value. Since the influence of the degree of completion of the document being created on the priority depends on the remaining time until the deadline, the deadline value is applied to the progress value in the above formula. The higher the priority, the more preferable it is that other users should quickly support the meeting material creation work.

FIG. 11 is a diagram illustrating an example of a work management table.
The work management table 145 temporarily stores information related to the meeting material creation work of the user who requested the support and the document being created. The work management table 145 is generated by the priority calculation unit 120 and stored in the control information storage unit 140. The work management table 145 includes items of user name, estimate, progress, input speed, start time, and time limit.

  In the user name item, a name for identifying the user is registered. In the estimate item, the number of pages when the document being created is completed, and the number of pages estimated by the completion amount estimation unit 121 is registered. In the progress item, the number of pages of the latest document being created is registered. The latest input speed calculated by the stagnation value calculation unit 123 is registered in the input speed item. In the start time item, the start date and time of the conference material creation work is registered. In the second embodiment, the date and time when the first document being created is received is estimated as the start date and time of the conference material creation job. The date and time of the deadline of the conference material creation work is registered in the deadline item. In the second embodiment, the scheduled start date and time of the meeting in which the document being created is used is estimated as the deadline of the meeting material creation work.

Next, processing procedures of the management server 100 and the client 210 will be described.
FIG. 12 is a flowchart illustrating a procedure example of a callback request.
(S30) The communication unit 110 receives the document being created from the client 210.

  (S31) The priority calculation unit 120 determines whether the previous stage of the currently created document received this time is stored in the document storage unit 243 of the DB server 240, that is, the current created document is received for the second time or later. It is judged whether it is. Whether or not a previous document being created exists can be determined by, for example, the identity of the file name, creator, meeting information, and the like. If there is a previous document being created, the process proceeds to step S36, and if not, the process proceeds to step S32.

  (S32) The priority calculation unit 120 stores the received document being created in the document storage unit 243 in association with the user name of the user 41 and the meeting in which the document being created is used. The user name of the user 41 is notified from the client 210, for example. Information on the conference in which the document being created is used may be notified from the client 210 or may be retrieved from the schedule table 246 stored in the DB server 240. In addition, the priority calculation unit 120 registers the user name, the start time, and the time limit in the work management table 145 stored in the control information storage unit 140. The start time is the time when the document being created is received from the client 210. The deadline is the conference start date and time, and is specified from the schedule table 246.

  (S33) The completion amount estimation unit 121 searches the document storage unit 243 for past documents of the same creator / same type as the received document being created. For example, the completion amount estimation unit 121 extracts past meetings with the same meeting theme with reference to the schedule table 246 and narrows down to past documents used in the extracted meeting. Further, for example, the completion amount estimation unit 121 refers to the document table 247 stored in the DB server 240 and narrows down to past documents with the same creator.

  (S34) The completion amount estimation unit 121 estimates the number of pages when the received document being created is completed from the number of pages of the past document searched in step S33. Specifically, the completion amount estimation unit 121 lists the number of pages of a plurality of retrieved documents, and estimates the mode value of the number of pages as the number of pages at the time of completion. However, instead of the mode value, an average value, median value, maximum value, minimum value, or the like may be used. Further, the completion amount estimation unit 121 may use various statistical methods. Further, as an index of the data amount, the number of lines, the number of characters, or the number of bytes may be used instead of the number of pages. For example, it is assumed that 10 documents are retrieved in step S33 and the number of pages is {10, 11, 10, 1, 3, 10, 10, 14, 5, 10}. In this case, since the mode value of the number of pages of the past document is “10”, the number of pages at the time of completion is estimated to be 10. The completion amount estimation unit 121 registers the estimated number of pages at completion in the work management table 145.

  (S35) The priority calculation unit 120 calculates the initial priority of the conference material creation work of the user 41 based on the information on the conference in which the document being created is used. For example, the priority calculation unit 120 searches the schedule table 246 for a conference theme and participants that use the received document being created. The priority calculation unit 120 searches the job title of each conference participant from the profile table 245 stored in the DB server 240. And the priority calculation part 120 calculates an initial priority by giving a point with respect to a meeting theme, the title of a meeting participant, etc. as mentioned above. Thereafter, the process proceeds to step S42.

  (S36) The stagnation value calculation unit 123 acquires from the document storage unit 243 the previous document being created corresponding to the currently created document received. The stagnation value calculation unit 123 calculates the number of characters in the currently created document received this time and the number of characters in the previous document being created, and calculates the difference between the two as the input speed. However, instead of the number of characters, the number of pages, the number of lines, or the number of bytes may be used as an index of the data amount. The stagnation value calculation unit 123 registers the input speed in the work management table 145.

(S37) The priority calculation unit 120 stores the latest document being created received in step S30 in the document storage unit 243 in association with the user name and the meeting.
(S38) The progress value calculation unit 122 calculates the number of pages of the received document being created. However, instead of the number of pages, the number of lines, the number of characters, or the number of bytes may be used as an index of the data amount. The progress value calculation unit 122 registers the current number of pages in the work management table 145. Further, the progress value calculation unit 122 refers to the work management table 145 to check the estimate of the number of pages at completion, and calculates the current degree of completion = current number of pages ÷ estimation of the number of pages at completion. Then, the progress value calculation unit 122 refers to the progress value table 141 stored in the control information storage unit 140 and determines a progress value corresponding to the calculated degree of completion.

(S39) The stagnation value calculation unit 123 refers to the stagnation value table 142 stored in the control information storage unit 140, and determines a stagnation value corresponding to the input speed calculated in step S36.
(S40) The deadline value calculation unit 124 refers to the work management table 145, and calculates the total work time from the start date and time of the conference material creation work to the deadline and the remaining time from the current time to the deadline. The deadline value calculation unit 124 calculates the remaining time degree = remaining time / total work time. Then, the deadline value calculation unit 124 refers to the deadline value table 143 stored in the control information storage unit 140 and determines a deadline value corresponding to the calculated remaining time.

  (S41) The priority calculation unit 120 calculates the current priority of the meeting material creation work of the user 41 using the progress value, the stagnation value, and the time limit value determined in steps S38 to S40. Specifically, the priority calculation unit 120 calculates priority = progress value × time limit value + stagnation value. For example, assume that the estimated number of pages at the time of completion is 10, the current number of pages is 6, the input speed is 150 characters / h, the total work time is 120 hours, and the remaining time is 21 hours. In this case, since the degree of completion = 60%, the progress value = 3, the stagnation value = 2, and the remaining time degree = 17.5%, so that the time limit value = 3. Therefore, priority = 3 × 3 + 2 = 11.

  (S42) The user designating unit 131 analyzes the text of the document being created received in step S30 and extracts keywords. Examples of extracted keywords include technical terms such as database, communication, and cloud. The keywords to be extracted may be limited to those registered in the skill table 248 stored in the DB server 240.

  (S43) The user specifying unit 131 determines a consultation partner for the user 41 based on the keyword extracted in step S42 and the skill table 248. For example, the user specifying unit 131 selects a predetermined number or less of keywords from the higher appearance frequency. The user specifying unit 131 searches the skill table 248 for users who have skills in the technical field indicated by the selected keyword, and selects a predetermined number or less of users from the higher skill level. However, the user designation unit 131 may use the initial priority calculated in step S35 or the priority calculated in step S41 when selecting a user. For example, the higher the initial priority or the higher the priority, the higher the skill level can be selected.

  (S44) The user specifying unit 131 generates a callback request addressed to the user determined in step S43. The communication unit 110 transmits a callback request. The callback request includes the name of the user who made the support request, the file name of the document being created, the completeness, the input speed, the remaining time, and the like. For example, the communication unit 110 can transmit a callback request to a client corresponding to the determined user by receiving an address notification from the clients 210, 220, and 230 in advance. For example, assume that the keyword “cloud” is extracted from the document being created. According to the skill table 248 shown in FIG. 9, the user B (user 42) has a high skill in the cloud. Therefore, in this case, a callback request is transmitted to the client 220.

FIG. 13 is a flowchart illustrating a procedure example of a callback instruction.
(S50) The communication unit 110 receives an acceptance notification from the client 220.
(S51) The method determination unit 132 inquires of the priority calculation unit 120 about the current priority. The priority calculation unit 120 refers to the work management table 145 stored in the control information storage unit 140 and confirms the number of pages and the input speed of the latest working document. However, the priority calculation unit 120 stores the previous working document in addition to the latest working document in the DB server 240 and refers to the working document for each inquiry from the method determination unit 132. The number of pages and the input speed may be calculated. The progress value calculation unit 122 determines the progress value in the same manner as in step S38 described above. The stagnation value calculation unit 123 determines the stagnation value in the same manner as in step S39 described above. However, the latest progress value and stagnation value may be registered in the work management table 145. When a new document being created is not received between the callback request and the reception notification, the progress value and the stagnation value determined here are the same as those in steps S38 and S39.

  (S52) The deadline value calculation unit 124 determines the deadline value in the same manner as in step S40 described above. Even if a new document being created is not received between the callback request and the acceptance notification, the deadline value determined here may be different from that in step S40.

  (S53) The priority calculation unit 120 calculates the current priority of the meeting material creation work of the user 41 using the progress value, the stagnation value, and the time limit value determined in steps S51 and S52. Specifically, the priority calculation unit 120 calculates priority = progress value × time limit value + stagnation value.

  (S54) The method determination unit 132 refers to the threshold value table 144 stored in the control information storage unit 140 and confirms the priority threshold value. The method determination unit 132 determines whether the current priority calculated in step S53 is equal to or higher than a threshold (for example, 11 or higher). If the priority is greater than or equal to the threshold, the process proceeds to step S55. If the priority is less than the threshold, the process proceeds to step S56.

  (S55) In accordance with the threshold table 144, the method determining unit 132 selects a telephone as a callback method from telephone and e-mail. The method determination unit 132 generates a callback instruction indicating a callback by telephone. At this time, the method determination unit 132 searches the profile table 245 stored in the DB server 240 for the telephone number of the user 41 who has issued the support request. The callback instruction includes the searched telephone number. The communication unit 110 transmits a callback instruction to the client 220 as a response to the reception notification.

  (S56) In accordance with the threshold table 144, the method determination unit 132 selects an email as a callback method from telephone and email. The method determination unit 132 generates a callback instruction indicating a callback by electronic mail. At this time, the method determination unit 132 searches the profile table 245 for the e-mail address of the user 41 who has issued the support request. The callback instruction includes the searched e-mail address. The communication unit 110 transmits a callback instruction to the client 220 as a response to the reception notification.

  For example, as described above, when the callback request is first transmitted, it is assumed that the progress value = 3, the stagnation value = 2, the deadline value = 3, and the priority = 3 × 3 + 2 = 11. On the other hand, when the reception notification is received, the input speed of the user 41 increases and the document being created is nearing completion, progress value = 2, stagnation value = 1, deadline value = 3, priority = 2 × 3 + 1 = Suppose that it becomes 7. In this case, electronic mail is selected as the callback method. On the other hand, when the reception notification is received, the document creation is further stagnated and the input speed of the user 41 is decreased, and the progress value = 3, the stagnation value = 4, the deadline value = 3, and the priority = 3 × 3 + 4 = 13. Suppose. In this case, telephone is selected as the callback method. Thus, the latest priority at the time when the user 42 makes a callback is reflected in the callback method.

FIG. 14 is a flowchart illustrating a procedure example of the callback process.
Here, consider a case where the client 210 receives a callback request. The clients 220 and 230 can execute the same processing as the client 210.

  (S60) The callback processing unit 213 receives a callback request from the management server 100. The callback request includes the user name of the requesting user who made the support request, the file name of the document being created, the degree of completion, the input speed, the remaining time, and the like.

  (S61) The callback processing unit 213 displays information indicating the work status of the requesting user (user name, file name, completeness, input speed, remaining time, etc. included in the callback request) and a request reception button, and the client 210 On the display.

  (S62) The callback processing unit 213 determines whether the request acceptance button has been pressed by the user 41. If the request acceptance button is pressed, the process proceeds to step S63. If the request reception button is not pressed, step S62 is repeated to wait for the operation of the user 41.

  (S63) The callback processing unit 213 transmits an acceptance notification to the management server 100. The reception notification may include the user name of the user 41. In addition, the reception notification may include information for specifying the callback request (for example, the user name of the requesting user).

  (S64) The callback processing unit 213 receives a callback instruction from the management server 100. The callback instruction includes information indicating a callback by telephone or electronic mail. The callback processing unit 213 determines whether a telephone callback is instructed. When the telephone callback is instructed, the process proceeds to step S65, and when the electronic mail callback is instructed, the process proceeds to step S66.

  (S65) The callback processing unit 213 displays the telephone number included in the callback instruction. This telephone number indicates the telephone of the requesting user. Thus, the user 41 can access the requesting user by calling the requesting user's telephone using the telephone 31. However, the client 210 may automatically make a call by controlling the telephone 31.

  (S66) The callback processing unit 213 activates the e-mail software installed in the client 210 and displays an e-mail creation window. At this time, the callback processing unit 213 inserts the e-mail address included in the callback instruction in the destination column of the e-mail creation window. Thus, when the user 41 inputs a text and presses the send button, an e-mail is sent to the requesting user.

FIG. 15 is a diagram illustrating an example of a screen displayed on the client.
Here, consider a case where the user 41 consults the user 42 regarding the creation of the “second cloud research report”. When the user 41 performs an operation for starting the business support software, a window 51 is displayed on the display of the client 210. The window 51 includes a support request button indicating that the user consults with other users about the conference material creation work. When the user 41 presses the support request button, a support request and a document “2nd cloud research report” are transmitted from the client 210 to the management server 100.

  When the user 42 is selected as a consultation partner for the user 41, a callback request is transmitted from the management server 100 to the client 220. Then, the window 52 is displayed on the display of the client 220. The window 52 includes text indicating the meeting creation work of the user 41 and a request acceptance button. When the user 42 presses the request reception button, a reception notification is transmitted from the client 220 to the management server 100.

  When a telephone is selected as the callback method, a callback instruction including a telephone number is transmitted from the management server 100 to the client 220. Then, a window 53 is displayed on the display of the client 220. The window 53 includes text indicating the telephone number of the telephone 31 used by the user 41.

  When electronic mail is selected as the callback method, a callback instruction including an electronic mail address is transmitted from the management server 100 to the client 220. Then, the window 54 is displayed on the display of the client 220. The window 54 includes text indicating a destination address, text indicating a title, and a text input field. The destination address is the email address of the user 41. In the text entry field, the user 42 can enter a text. This electronic mail is delivered from the client 220 to the client 210 via the mail server 250.

Next, a modification of the second embodiment will be described.
(A) In the above description, the input speed of the user 41 is calculated based on the document being created that is uploaded from the client 210 to the management server 100 at a fixed period. On the other hand, the client 210 counts the characters input from the input device while the application software that opened the document being created is active, and calculates the counted number of characters per unit time (for example, per hour). It is good also as an input speed. In this case, the input speed is notified from the client 210 to the management server 100.

  (B) In the above, the number of characters increased per unit time was calculated as the input speed. On the other hand, graphics included in the document being created may be detected and the number of graphics increased per unit time may be calculated and reflected in the input speed. For example, the number of characters having the same input work amount as that of one figure may be set in advance, and the input speed may be calculated by converting the number of figures into the number of characters. Alternatively, the number of bytes of a document being created including characters and graphics may be calculated, and the input speed may be expressed using the number of bytes.

  (C) In the above description, the stagnation value is determined only from the input speed. On the other hand, the execution time of the web browser may be measured in the client 210, and the magnitude of the execution time of the web browser may be reflected in the stagnation value. For example, when the execution time of the Web browser per unit time exceeds a threshold value, it may be determined that the meeting material creation work of the user 41 is stagnant and the stagnation value may be increased by one. In this case, information indicating the execution time of the Web browser is notified from the client 210 to the management server 100.

  (D) In the above description, the correspondence between the common input speed and the stagnation value is applied regardless of the type of document being created. On the other hand, different correspondences may be applied according to the type of document being created. For example, it is conceivable to change the correspondence between the input speed and the stagnation value between a text document created using word processing software and a presentation slide (including graphics in addition to text) created using presentation software.

  (E) In the above description, the input speed is expressed by the number of characters. On the other hand, the input speed may be expressed by the number of pages. At this time, an input amount of less than one page can be expressed by a decimal number. For example, when a line corresponding to half a page is filled in one hour, the input speed is expressed as 0.5 pages.

  (F) In the above description, when calculating the input speed, the number of characters in the document being created is counted by text processing, and the amount of increase is calculated. On the other hand, a snapshot of each page of the document being created may be acquired as an image, and the input speed may be estimated by image processing. For example, the snapshot of the previous document being created may be compared with the snapshot of the current document being created, and the correction amount may be estimated from the difference between the two images.

  (G) In the above description, the correspondence between the common input speed and the stagnation value is applied to all users. On the other hand, you may make it apply the correspondence which changes with users. For example, each user may be allowed to edit the correspondence between the input speed and the stagnation value. Further, the client 210 or the management server 100 may learn the distribution of the input speed of each user, divide the distribution range, and give a stagnation value.

  (H) In the above description, past documents of the same creator / same type are extracted, and the number of pages at the time of completion is estimated from the distribution of the number of pages of the extracted documents. On the other hand, the relationship between the meeting time per person and the number of pages of the document used in the meeting is calculated from past documents, and the number of pages corresponding to the time per person in the current meeting is used. May be. For example, the management server 100 refers to the schedule table 246, calculates the required time and the number of participants of each conference held in the past, and calculates the time per person = the required time / the number of participants. Then, the management server 100 extracts the document used in each meeting from the document storage unit 243, confirms the number of pages, and associates the calculated time per person with the number of pages.

  (I) In the above description, past documents of the same creator / same type are extracted, and the number of pages at the time of completion is estimated from the distribution of the number of pages of the extracted documents. On the other hand, the relationship between the conference participant and the number of pages of the document used in the conference may be calculated from past documents, and the number of pages corresponding to the participant of the current conference may be used. For example, the management server 100 refers to the schedule table 246 to obtain a set of participants in each conference that has been held in the past. Then, the management server 100 extracts the document used in each conference from the document storage unit 243, confirms the number of pages, and associates the set of conference participants with the number of pages. Note that the number of pages may be associated with a conference theme and a set of conference participants.

  (J) If the management server 100 does not receive an acceptance notification from any user within a certain time in response to the first callback request, the range of consulting users in the second and subsequent callback requests May be enlarged. For example, the management server 100 may select keywords that do not appear frequently from keywords extracted from the document being created, and collate them with the skill table 248. This is expected to increase the number of users selected as consultation partners. Further, the management server 100 may expand the range of the skill level of the user selected as the consultation partner.

  (K) In the above description, when the user 41 determines that he / she wants to consult with another user regarding the conference material creation work, the user 41 performs an operation of starting the support request module of the work support software. On the other hand, when the conference material creation work is stagnant, the client 210 may suggest the use of the work support software to the user 41. For example, the client 210 monitors the input speed of the user 41, and when the input speed is less than the threshold, displays a window that suggests the use of the business support software on the display.

  According to the information processing system of the second embodiment, for the meeting material creation work of the user 41, the progress value according to the degree of completion of the data being created, the stagnation value according to the input speed of the user 41, and the remaining time A deadline value corresponding to the value is calculated. Then, using the progress value, the stagnation value, and the deadline value, the current priority of the meeting material creation work of the user 41 is calculated, and a callback method from the consultation partner to the user 41 according to the current priority Is selected.

  As a result, the business situation that changes with the passage of time is reflected in the priority, and the priority is higher than the case where the priority is calculated only from static information such as the schedule and job title of the user 41 and the consultation partner. The accuracy of determination is improved. As a result, the operational efficiency of the entire organization is improved. For example, when the work of the user 41 is stagnant even though the deadline is near, prompt support to the user 41 even when the burden on the consultation partner is large improves the operational efficiency of the entire organization. In this case, a callback method with high real-time characteristics such as a telephone is selected. On the other hand, if the work of the user 41 is progressing to the end stage and only a small question needs to be resolved, the support of the user 41 may be delayed a little, and reducing the burden on the consultation partner improves the operational efficiency of the entire organization Let In this case, a callback method with low real-time property such as e-mail is selected.

  Further, instead of accessing the consultation partner from the user 41 who has issued the support request, the consultation partner calls back to the user 41. For this reason, the consulting partner can avoid the forced interruption of his / her business, and can make a callback at a convenient timing, thereby reducing the burden on the consulting partner. In addition, since the latest priority at the time when the consultation partner makes a callback is calculated, an appropriate callback method can be selected.

  As described above, the information processing according to the first embodiment can be realized by causing a computer to execute a program. The information processing according to the second embodiment can be realized by causing the management server 100, the clients 210, 220, 230, the DB server 240, the mail server 250, and the like to execute programs.

  The program can be recorded on a computer-readable recording medium (for example, the recording medium 113). As the recording medium, for example, a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like can be used. Magnetic disks include FD and HDD. Optical discs include CD, CD-R (Recordable) / RW (Rewritable), DVD, and DVD-R / RW. The program may be recorded and distributed on a portable recording medium. In this case, the program may be copied from a portable recording medium to another recording medium such as an HDD (for example, the HDD 103) and executed.

2a, 2b User 10 Communication control system 11 Acquisition unit 11a Data being created 12 Storage unit 12a Schedule information 13 Control unit

Claims (6)

A communication control method executed by an information processing system,
Based on the data being created by the user, the progress of the data creation work of the user is calculated, and based on the schedule information indicating the deadline of the data creation work, the current time is close to the deadline Calculate deadline status,
From the progress status and the deadline status, calculate the current priority of the data creation work,
Controlling communication between the user and other users according to the current priority;
Communication control method. Referring to data created in the past, calculate the predicted value of the amount of data when completed when the data being created is completed,
The progress status includes a degree of completion of the data being created, which is calculated based on a data amount of the current data being created and a predicted value of the data amount at the time of completion.
The communication control method according to claim 1. The progress status includes a data creation speed of the user, which is calculated based on a time change of a data amount of the data being created.
The communication control method according to claim 1 or 2. In the communication control, one communication method is selected from a plurality of communication methods according to the current priority,
Designating a destination corresponding to the other user and transmitting an instruction to access the user using the selected one communication method;
The communication control method according to any one of claims 1 to 3. An acquisition unit for acquiring data being created by the user;
A storage unit for storing schedule information indicating a time limit for the user's data creation work;
Based on the data being created, calculate the progress status of the data creation work, and based on the schedule information, calculate the due date status according to the proximity from the present to the due date,
From the progress status and the deadline status, calculate the current priority of the data creation work,
A control unit for controlling communication performed between the user and another user according to the current priority;
Having a communication control system. On the computer,
Based on the data being created by the user, the progress of the data creation work of the user is calculated, and based on the schedule information indicating the deadline of the data creation work, the current time is close to the deadline Calculate deadline status,
From the progress status and the deadline status, calculate the current priority of the data creation work,
Controlling communication between the user and other users according to the current priority;
Communication control program that executes processing.

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