JP4715055B2 - Question / answer system and server device for question / answer system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention provides, for example, a question / answer system for providing a Web site that allows a user to ask a question about a product purchased and give an answer thereto, and a server device that forms such a question / answer system. It is about.
[0002]
[Prior art]
Manufacturers that manufacture and sell products often provide support for users who have purchased products in some way as after-sales service.
For example, when an information processing device such as a personal computer or PDA (Personal Digital Assistants) is used as a product, for example, when a user who has purchased these products does not know how to use or solve a problem, for example, the manufacturer It is widely practiced that the support center provided by the side asks questions by telephone or fax, and the person in charge of this support center answers.
[0003]
In recent years, since the Internet has become widespread, manufacturers support the above-mentioned products such as information devices related to Internet communication such as personal computers and PDAs, and peripheral devices. Establishing a Web site for the Internet has also become widespread.
Such websites provide alternatives to previous direct mail notifications, such as peripheral device introductions, event and campaign notifications, and other typical questions asked by users. In many cases, the answers provided by the manufacturer are presented, and the updater download service for updating the product is provided.
[0004]
[Problems to be solved by the invention]
The current form of support for manufacturers' products is as described above. However, if such support becomes more substantial, users will feel more secure and Is preferable for both because it increases the commercial value of the product.
[0005]
Here, the following can be mentioned as problems of the current support system.
First, when contacting a support center to receive support, the opening time zone of this support center is limited, so that it is usually not possible to use a time zone such as midnight. In addition, such a support center is often relatively crowded. For example, it is often difficult to make a call to the support center. The use of the support center is advantageous in that it is a person-to-person interaction, so that it can flexibly respond to user questions and obtain immediate answers, but it also has the inconvenience described above. Yes. In addition, since a considerable number of persons in charge at the support center are required, the maker side has a high human cost.
[0006]
On the other hand, there is no time limit for an Internet support site, and it is not necessary to have a person in charge residing like a support center. However, in the present situation, the main purpose of such a support site is to provide notification contents instead of direct mail mailing as described above. It simply presents fixedly the answers prepared for the questions selected by the manufacturer from the user's questions assumed to have been in the past.
In other words, in this case, on the contrary, as in the case of using the support center, it is not possible to flexibly deal with the questions asked for each user.
[0007]
In addition, although it is different from support by a manufacturer, an electronic bulletin board system is known as a place where questions and answers about products are made.
The electronic bulletin board system refers to, for example, a message exchange system on the Internet using a computer device, and is also referred to as BBS (electronic bulletin board system) for short.
In an electronic bulletin board system, a user sends his / her message from his / her terminal to a host computer. The message written in this way can be viewed by an unspecified number of other participants. Then, in response to the written content that has been browsed, another participant writes a message of confidence. In this way, the electronic bulletin board system is operated.
[0008]
Such electronic bulletin board systems are often divided into specific themes. As one of such themes, questions and answers about this product are targeted at a certain common product. It is often done to provide a place. In other words, a user who purchased a certain common product writes a question about use of the purchased product or a question about troubleshooting, and other users who read and read this question answer it. It will be managed.
[0009]
In such an electronic bulletin board system, it is highly likely that an answer corresponding to the contents of the question can be obtained flexibly because another user writes and answers the question written by the user. Such a merit is also the reason why electronic bulletin board systems are popular at present.
[0010]
However, such an electronic bulletin board system is normally generated spontaneously among general users, and is different in quality from the support system operated by the manufacturer in this respect. For this reason, for example, illegal use of illegal products is introduced, and it is often a place for providing information that is unfavorable for manufacturers and socially. In addition, so-called “bulletin board bulletin board”, it may happen that the bulletin board board is broken by an undesirable user. In other words, even if an electronic bulletin board system is simply operated by a manufacturer, there is a risk that the quality of the contents may not be maintained as intended by the manufacturer.
[0011]
[Means for Solving the Problems]
In view of the above-described problems, the present invention has an object to provide a more substantial question / answer system operated by a manufacturer for product support than before. To do.
[0012]
  For this reason, the question / answer system is configured as follows.
  This question / answer system is formed by connecting a server device, a first terminal device used by a questioner, and a second terminal device used by a responder via a predetermined communication network. .
  And the communication means for receiving the question information transmitted from the first terminal device at the server device, and the answer information corresponding to the certain question information are transmitted from the second terminal device. In response, question / answer information creating means for creating question / answer information accessible on the communication network, and address information for accessing the question / answer information on the second terminal device side Answer information creating means for enabling the creation of the answer information including the information and the question / answer information list, the question / answer list information being accessible via the communication network In order to create a list, the order of the list in the question / answer list information is determined according to the appearance rate of the address information included in the answer information received by the server device. , And list information creation means,The questioner is provided with point number setting means for giving the number of points based on the answer information corresponding to the question information, and storage means for storing the number of points.
[0013]
  Further, as the question / answer system, the storage means stores the number of points given to each respondent, and the answer information is sent in response to the answer information corresponding to the question information being transmitted from the second terminal device. First point number changing means for changing the number of points given to the respondent who uses the second terminal device that has transmitted the message by a predetermined number, and in the response information transmitted from the second terminal device Second point number change for changing the number of points given to respondents who use the second terminal device that has transmitted the answer information according to the input to the predetermined input item being changed by a predetermined number When the evaluation information about the answer information is transmitted from the means and the first terminal device, the number of points given to the respondent to be evaluated is based on the content of the evaluation information. A third number of points changing means for changing the number determined Te, was appreciated by one skilled in the art.
[0014]
  Further, the search form transmitting means for transmitting the search form information for specifying the search condition as the question / answer system from the server device to the first terminal device, and the search condition specifying input is performed. The search / question information is searched in response to the search form information transmitted from the first terminal device, and at least the search condition is determined from the sentence information included in the received search form information. , For inputting a question to the respondent from the search means capable of performing a search using the determined search condition and the same first terminal device that has transmitted the search form information. In response to the request information for requesting the question form being sent, a question form in which the sentence information included in the search form information is input is created, Further comprising a inquiry form transmitting means for transmitting to said same first terminal device from the serial server device.
[0015]
  The server device corresponding to the question / answer system is configured as follows.
  Server corresponding to a question / answer system that constitutes a question / answer system by being connected to a first terminal device used by a questioner and a second terminal device used by a questioner via a predetermined communication network In the apparatus, in response to receiving the answer information corresponding to the question information transmitted from the second terminal device, the receiving means for receiving the question information transmitted from the first terminal device, A question / answer information creating means for creating question / answer information accessible on the communication network and a list of the question / answer information are presented, and can be accessed via the communication network. In creating the question / answer list information, the question / answer list information is included in the question / answer list information according to the appearance rate of the address information for accessing the question / answer information included in the received answer information. A list information creating means configured to determine a list order, a point number setting means for giving a point number based on answer information corresponding to the question information by the questioner, and a storage means for storing the point number; It was decided to prepare.
[0016]
  In addition, as a server device, in response to receiving storage means for storing the number of points given to each respondent and the answer information corresponding to certain question information transmitted from the second terminal device, In the answer information transmitted from the second terminal device, first point number changing means for changing the number of points given to the respondent who uses the second terminal device that transmitted the answer information by a predetermined number; On the other hand, the second point number for changing the above-mentioned point number given to the respondent who uses the second terminal device that has transmitted the answer information by a predetermined number in response to the input to the predetermined input item. When the evaluation information about the answer information transmitted from the changing means and the first terminal device is received, the number of points given to the respondent selected as the evaluation target A third number of points changing means for changing the number determined based on the content, was used as it備Ru.
[0017]
  In addition, as a server device, search form transmission means for transmitting search form information for specifying a search condition to the first terminal device, and search condition specifying information transmitted from the first terminal device. The search for the question / answer information is performed in response to receiving the input search form information, and at least the search condition is determined from the sentence information included in the received search form information. Search means capable of performing a search using the determined search condition, and a question form for inputting a question to the respondent from the same first terminal device that has transmitted the search form information In response to the transmission of the request information for requesting a request, a question form in which the sentence information included in the search form information is input is created, and the same first A question form transmitting means for transmitting to the terminal device, and a further comprising a.
[0018]
  According to the above configuration, the number of points is changed each time the respondent transmits the reply information to the server. Also, the number of points is changed when address information for enabling a questioner to access other question answer information is input to the answer information. Further, when the evaluation information evaluating the respondent is received from the questioner, the number of points is changed according to the number corresponding to the evaluation level. That is, according to the present invention, the number of points is automatically changed according to a plurality of actions of the user of the question / answer system.
[0019]
  According to each of the above configurations, by inputting address information for accessing other questions / answer information in the answer information sent by the respondent, the questioner can access other question answer information. It is possible to have you. In addition, the question / answer information obtained as a result of such question / answer exchange is made public on the communication network so as to be accessible. This list of question / answer information is also made public on the communication network.
  In creating the list of question / answer information, the order of the list is determined according to the appearance rate of the address information input in the answer information. If it does in this way, it will become possible to change automatically the order of a list according to the tendency of a user's question.
[0020]
  According to each of the above configurations, the search is performed by determining the search condition from the text information input by the questioner in the search form. For example, after the search result is obtained, when the questioner tries to ask a question to the respondent, the server device uses the sentence information previously input to the search form as the question content, for example. The input question form is created and transmitted to the questioner's terminal device.
  If it does in this way, the text information input into the search form will be used in common for both the process called search and the question content that the questioner should read.
[0021]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described.
As a question / answer system according to the present embodiment, a support system established on the Internet is taken as an example. This support system is established, for example, when a manufacturer that manufactures and sells a product operates a server. The product to be supported here is a PDA (Personal Digital Assistants) of a specific model.
The following description will be given in the following order.
1. Support system
1-1. overall structure
1-2. Internal structure of the support server
1-3. Internal configuration of personal computer
2. How to use the support system
3. Processing action
[0022]
1. Support system
1-1. overall structure
FIG. 1 shows an example of the overall configuration of a support system as the present embodiment.
The support server 1 is operated by a manufacturer that manufactures and sells PDAs that are objects of support, and forms the core of a support system that is used as described later.
The support system 1 is connected to the Internet 3, creates content as a support website, uploads it to the internet, and PDA users and advisors access the website, as will be described later. Thus, the support service as the present embodiment is realized.
[0023]
As described above, PDA users and advisors exist as users of the support system according to the present embodiment.
PDA users are general users who are recognized as regular users by the manufacturer by purchasing a PDA that is a product to be supported by the support system of the present embodiment and performing user registration with the manufacturer. And they PDA users can receive support using the support site. Although details will be described later, for example, an answer to a question that has been in the past can be browsed, or a question regarding a PDA to an advisor can be asked.
Advisors are also users who purchase and use PDAs that are supported, but their role is to browse questions about PDAs written by PDA users on the support site, and then arbitrarily ask questions. Choose and answer. That is, the mutual relationship between the PDA user and the advisor is that the PDA user is the questioner and the advisor is the answerer.
As long as a PDA user purchases a PDA and registers as a user, anyone can get the qualification. On the other hand, for example, an advisor examines a user who has requested by a volunteer, for example, by a manufacturer. The selected users.
[0024]
The PDA user and the advisor each have a personal computer 2. These personal computers 2 can be connected to the Internet 3 as shown. The PDA users and advisors can access the website of the support server 1 via the Internet 3 by operating an application called a browser for browsing the Internet on the personal computer 2. ing.
[0025]
1-2. Internal structure of the support server
FIG. 2 simply shows an internal configuration example of the support server 1.
The support server 1 shown in this figure includes a storage unit 10, a network interface 11, and a control unit 12.
The storage unit 10 stores various types of information necessary for realizing a support function described later. Here, as representative data stored in the storage unit 10, content data 21, a Q & A database 22, a user database 23, an advisor database 24, and an execution application 25 are shown.
[0026]
The content data 21 is content data as a supporting website uploaded on the Internet.
[0027]
As will be described in detail later, the support server 1 publishes the question transmitted from the PDA user side to the advisor on the website. Then, the advisor selects and answers this published question, and transmits this answer to the support server 1. As a result, the support server 1 acquires information corresponding to one answer to a certain question. In other words, one “Q & A data” is obtained when one answer is given to a certain question, and a number of questions and answers are made through a server. For this reason, the support server 1 acquires a large number of such Q & A data.
The Q & A database 22 stores a plurality of such “Q & A data” in a database. This Q & A database 22 is used to create various Web pages that present past Q & As, or to search for Q & As in response to requests from PDA users.
[0028]
The user database 23 stores information about each authorized user who has registered as a user and has a qualification as a PDA user.
For example, a maker side gives a unique customer ID (user ID) to each authorized user who has performed user registration. In this case, the user database 23 stores, for example, information related to authorized users including at least the customer ID.
[0029]
The advisor database 24 stores predetermined information related to each advisor in a database. For example, as shown in FIG. 12, the registered advisor has its profile published on the advisor introduction page in the support website, but as information for each advisor stored in the advisor database 24 Is made up of information necessary for the manufacturer to use to manage the registration status of the advisor, including information used as a material for creating the profile.
In FIG. 12, the pen name, comment, point, photo, etc. of the advisor are displayed. The advisor database 24 is constructed after these pieces of information are included in the information for each advisor. . Note that the point is automatically added by the support server 1 according to the contribution degree of the role as the respondent as described later. Depending on the number of points, the advisor is supposed to be provided with some kind of privilege, for example, from the manufacturer. In other words, the point functions as a motivation for the advisor to play a better role.
[0030]
The execution application 25 includes application programs for realizing various operations to be executed by the support server 1 as described later, for example.
[0031]
The network interface 11 is provided as an interface unit for connecting to the Internet.
The control unit 12 executes various control processes according to the program contents as the execution application 22.
[0032]
1-3. Internal configuration of personal computer
FIG. 3 shows an internal configuration example of the personal computer 2.
The personal computer 2 shown in this figure includes a network interface 39 in order to communicate via the Internet 3. The network interface 39 is assumed to have a hardware configuration compliant with TCP / IP, which is an Internet communication protocol. For example, if it corresponds to a telephone line, a configuration including a modem or the like is adopted, and if connected to a constant connection line via a CATV, LAN, optical fiber communication network, etc., for example, Ethernet The communication function is configured.
[0033]
The CPU 31 executes various processes in accordance with, for example, various application software programs installed in the hard disk drive 37 and programs stored in the ROM 32. In the present embodiment, in order to enable transmission / reception of various data according to the TCP / IP communication protocol, for example, a program for controlling the network interface 39 with respect to the ROM 32 is also stored. In the present embodiment, so-called browser application software for browsing a Web site is installed in the hard disk drive 27.
That is, the personal computer 2 is provided with a set (hardware and software) capable of transmitting and receiving data using the Internet.
The RAM 33 appropriately stores data, programs, and the like necessary for the CPU 31 to execute various processes.
[0034]
The input / output interface 34 is connected to a keyboard 35 and a mouse 36, and outputs operation signals supplied from these to the CPU 31. The input / output interface 34 is connected with a hard disk drive 37 having a hard disk as a storage medium. The CPU 31 can record or read data, programs, and the like on the hard disk of the hard disk drive 37 via the input / output interface 34. In this case, the input / output interface 34 is further connected with a display monitor 38 for displaying images.
The internal bus 40 is configured by, for example, a PCI (Peripheral Component Interconnect), a local bus, or the like, and interconnects the functional circuit units inside.
[0035]
2. How to use the support system
Next, how the support system of the present embodiment configured as described above is used by PDA users and advisors will be described with reference to FIGS.
4 to 12, a certain page forming the support Web site is described as necessary. For confirmation, the personal computer 2 and the support server 1 are connected via the Internet 3 in order for these pages to be displayed on the personal computer 2 side of the PDA user or advisor. Under the state, the support server 1 transmits content data as page information in response to a request from the personal computer 2 side.
[0036]
Here, for example, a certain PDA user wants to receive support for the PDA that he / she purchased, that is, he / she wants to ask a question to solve any questions or troubles about the PDA he / she purchased. To do.
In this case, the PDA user operates the personal computer 2 owned by the PDA user, connects the personal computer 2 to the Internet, and uses the browser application to access the top page (homepage of the support server 1). ) To access.
[0037]
Then, for example, a top page as shown in FIG. 4 is displayed on the display monitor 38 of the personal computer 2 of the PDA user.
This top page shows that the support contents that PDA users should receive are roughly divided into three stages, STEP1, STEP2, and STEP3.
[0038]
The meanings of the questions received from a large number of PDA users are not all different, and it can be said that there are always the same meanings. In addition, as the number of such questions with the same content increases, there is a high possibility that a large number of PDA users are wondering. Therefore, first, if such frequently asked questions and answers to them are presented, the problem is solved with a considerable probability at this stage.
[0039]
Therefore, the support of STEP 1 is such that the top 10 items of the question title received from the PDA user are presented and can be browsed by the PDA user.
Then, the user who has accessed the top page refers to the top ten list area A1 displayed on the top page and searches for a question title having the same meaning as his / her own question.
Here, if the PDA user finds a question title having the same meaning as his / her question in the top ten list area A1, the PDA user performs, for example, a click operation on the area where the title is displayed. The Q & A page on which the question corresponding to the title and the answer to the question are displayed can be accessed.
In this way, at the STEP 1 stage, the problem can be solved by searching for a question having the same purpose as that in the top ten list of questions.
[0040]
However, it is assumed that the top ten list does not answer the question requested by the PDA user. In this case, a finer support can be received by shifting to the support as STEP2.
[0041]
In STEP 2, Q & A consisting of questions made in the past and answers to the questions can be browsed by category. That is, by making it possible to browse Q & As other than the top ten list, it is possible to obtain an answer to a question having the same purpose as that of itself from a wider range. In this case, Q & A is classified for each category, so that browsing and searching are easy.
[0042]
In order for the PDA user to receive such support in step 2, for example, as shown in FIG. 4, a click operation is performed on the button BT1 displayed on the top page.
Then, instead of the top page, for example, a question title list page as shown in FIG. 5 is displayed. In this case, for example, titles indicating categories are shown as “Hot Sync”, “MemoryStickGate”, etc., and five question titles are displayed so as to be subordinate to the titles of the categories. Here, at the time of initial display of the page image shown in FIG. 5, the five question titles corresponding to the titles of the respective categories are the top five question titles that are frequently asked by users within the category. . When a question title lower than this is desired to be viewed, it can be displayed, for example, on another page by clicking the “>> more” area displayed at the lower right of each category.
[0043]
Then, the PDA user refers to these lists and searches the list for a question having the same purpose as his / her own question content. In this case as well, if a click operation is performed on the area where the question title is displayed, the Q & A page corresponding to the title is displayed. Then, for example, when the user finds a question having the same purpose as the content of the question and refers to the content of the answer corresponding to the question, the problem is solved.
[0044]
Note that such a category-specific question list page is created by the control unit 12 using the Q & A database 22 in the support server 1 and stored as a part of the content data 21. The Q & A data that can be posted on the category question list page is preferably all Q & A data stored as the Q & A database 22. However, when the total number of Q & A data is enormous and the processing load of the control unit becomes heavy and the operation becomes slow, the question titles to be posted on the category-specific question list page are set as, for example, a certain upper number It may be limited to
[0045]
Then, for example, when the above-mentioned support as STEP 2 does not solve the problem of the PDA user, the support is shifted to STEP 3.
In the case of STEP3 support, it is roughly divided into two stages. First, in the first stage, a Q & A data search is performed in which a search term obtained by inputting a sentence is included in a search condition. If the Q & A data requested by the PDA user is not retrieved even by the retrieval in the first stage, the second stage support is received as a last resort. This second stage of support is to write an own question that can be answered to the advisor to the support server 1.
Hereinafter, the support of STEP 3 will be described with reference to the drawings.
[0046]
For example, the PDA user who intends to receive support as STEP 3 returns to the top page shown in FIG. 1 from the category question list page corresponding to STEP 2 and is displayed corresponding to STEP 3 on this top page. A click operation is performed on the button BT2.
As a result, the Q & A search page shown in FIG. 6 is displayed instead of the top page. That is, the search as the first stage is performed thereafter.
The Q & A search page shown in FIG. 6 takes the form of an input form for inputting items required for the PDA user to perform a search. Here, “model name” and “type” are used. , “Use”, and “Question Contents” input boxes are shown. Initially, as shown in the figure, the “model name”, “type”, and “use” boxes are displayed as (unspecified), and the “question contents” box is blank without any description. It is in the state of.
When a PDA user performs a search, a keyword to be searched is input into at least the “question content” input box among the input boxes presented on the Q & A search page.
However, in the present embodiment, it is possible to input not only a phrase or word as a keyword but also a sentence in the “question content” input box. For example, if you want to solve a problem that the power does not turn on, the PDA user thinks about the keyword and, for example, does not simply enter “power”, but as a normal sentence, “Power does not turn on.” It is supposed to be input.
[0047]
When it is determined that the PDA user is necessary, in addition to filling in the “question content” input box, a designated input is made in the “model name”, “type”, and “use” input boxes. Be able to.
Further, in order to reset the contents input to each input box and return to the initial state, the reset button BT4 displayed on the lower side in this Q & A search page may be operated.
[0048]
Then, when the PDA user inputs to the search input form as described above and wants to perform a search, the search button BT3 is operated. By this operation, a search request is transmitted from the personal computer 2 to the support server 1 together with the contents (search information) input in the input box of the Q & A search page shown in FIG.
[0049]
On the support server 1 side that has received this search request, search conditions are set according to the search information (“question contents”, “model name”, “type”, “use”) received together, and the Q & A database 22 is set. A search will be applied.
In this case, the “question content” is information as a sentence as described above, but on the support server 1 side, the noun contained in the sentence and its similar word are used as keywords from the contents of the sentence. Automatic extraction is performed, and the Q & A database 22 is searched by the extracted keyword.
For example, if a model name is specified, only the Q & A data related to the specified model name is searched. If “type” and “use” are specified, a search is performed according to an AND condition between the specified content and a keyword based on “question content”.
[0050]
Based on the result of the search as described above, the support server 1 creates page information indicating the search result of the Q & A data. Then, this page information is returned to the personal computer 2.
The personal computer 2 displays the returned page information. FIG. 7 shows an example of a page screen showing the search result of such Q & A data.
As shown in FIG. 7, on the page screen of the Q & A search result, a list of results searched by the search contents designated by the PDA user by inputting into the previous search form is shown as “search result list”. .
In this “search result list”, the question titles as search results are listed. In this case as well, if you click on any question title area, the Q & A data page corresponding to the question title is displayed. You can jump.
In other words, the PDA user searches for the question title in the search result list displayed in this way, searches for the same meaning as his question, clicks it, and displays the Q & A data page. Then, by referring to the contents of the answers described here, it is possible to know a solution to the problem that the user has.
[0051]
If the Q & A data extracted as a search result is more than a predetermined number, it does not fit on one Q & A search result page screen, so the next page is also created. If the PDA user wants to display this next page, a click operation is performed on the button BT7 shown on the lower side of FIG. 7 and described as “next 20 cases”, for example. As a result, the support server 1 transmits the next page in response to an access request for the next page from the personal computer 2. The personal computer 2 displays the received next page.
Also, looking at the search result list, for example, when the PDA user wants to redo the search, a click operation is performed on the button BT6 in which “redo the search” is described. In response to this, the support server 1 transmits the Q & A search page shown in FIG. 6 again and displays it on the personal computer 2. As a result, the search can be performed again from the beginning.
[0052]
However, if the PDA user cannot obtain an answer that he / she wants even by performing the above-described search, he / she receives support as the second stage in STEP 3 described above.
[0053]
In this second stage of support, the PDA user sends a question to the support server 1. The advisor will answer this question.
In order to receive the support as the second stage, for example, a click operation is performed on the button BT5 described as “Post Question” displayed on the lower page screen of the Q & A search result of FIG. To be. In response to this operation, the personal computer 2 requests the support server 1 for a question form. In response to this request, the support server 1 creates page information of the question form and transmits it to the personal computer 2.
[0054]
The question form thus transmitted is displayed on the personal computer 2 side as shown in FIG. 8, for example.
In the question form shown in this figure, first, in the “customer information” column, an input box for a name, a customer ID, and an e-mail address is presented. The PDA user enters his name, customer ID, and e-mail address in these input boxes, respectively. Here, as described above, the customer ID is an ID that is assigned to each regular PDA user from the manufacturer and is unique to each PDA user. The customer ID input here is used to authenticate whether or not the question form has been sent by a legitimate user when the question form is sent to the support server 1. .
[0055]
Further, below the “customer information” column, there is a column “search content”. In the “search contents” field, information necessary for asking an advisor is appropriately entered. In this case, in the “search content” column, as shown in the figure, input boxes of “model name”, “type”, “category”, “title”, and “question content” are displayed.
[0056]
Here, in the Q & A search page shown in FIG. 6, the word / phrase as a question is always entered in the “question content” input box. The “question content” input box is also shown in the “search content” column of the question form shown.
In the present embodiment, when the question form shown in FIG. 8 is displayed for the first time, the “question content” on the Q & A search page is first input to the “question content” input box. It is assumed that the contents entered in the box are displayed as if pasted.
[0057]
From the background of the explanation so far, the content of the question when the PDA user makes a search and the content of the question when the question is asked to the advisor should be the same. In addition, it is said that the input box of “question content” on the Q & A search page may be a sentence instead of a word such as a noun as a keyword.
Since the question to the advisor is interpersonal, it needs to be a sentence, but in this embodiment, the question content for the search may be a sentence rather than a word such as a noun as a keyword. Yes. Therefore, there is no problem if the user once uses the text entered in the “question content” input box on the Q & A search page as it is as the question content of the question form.
In other words, in the present embodiment, it is possible to share the sentence as the question content once inputted for both the server processing operation of Q & A data search and the interpersonal response of the question to the advisor. It is what.
For the user, the trouble of having to input a sentence having the same content is saved twice.
[0058]
Also, in the “Title” input box in the “Search Content” column of FIG. 8, a short sentence that summarizes the question content below and is shown briefly is input.
[0059]
When the Q & A search page of FIG. 6 in this case is compared with the contents of the “search contents” column shown in FIG. 8, the “model name” and “type” input boxes are common in addition to the “question contents”. It has become. In this way, if there are common input items other than “question contents”, these input items are also input to the Q & A search page at the initial display of the question form, similarly to “question contents”. The contents can be reflected as they are.
In addition, for example, when a PDA user wants to make a more complete question content at his / her own discretion, it is naturally possible to rewrite the “question content” text initially displayed in the question form. is there.
Also in this case, when the PDA user wants to clear the contents entered in the question form and perform the input again, the question that has cleared the contents by operating the clear button BT9. The form will be recreated.
[0060]
Then, when the PDA user completes the input to the question form shown in FIG. 8 and performs a click operation on the button BT8 described as “Submit” at the bottom of the screen, the PDA user is formed by the information input in the question form Is transmitted from the personal computer 2 to the support server 1.
[0061]
The support server 1 registers the received question list on the question list page that can be browsed only by the advisor within the support website. At the same time, an e-mail notifying that the question posted by the user on the support server 1 side is registered in the question list page is transmitted to the personal computer 2 that has transmitted the question information. In this case, the e-mail address input in the “customer information” field of the question form in FIG. 8 is transmitted as the destination.
[0062]
Next, we will explain the use by advisors.
As described above, the advisor can access and browse the question list page in the support website.
This question list page is displayed as shown in FIG. 9, for example, on the personal computer 2 side of the advisor.
[0063]
In the question list page shown in FIG. 9, a box for setting conditions for narrowing down a large number of lists is displayed. Here, a box for selecting a question type, a box for selecting a category name, and a box for selecting a display order (sort type) are provided. By specifying these boxes, the advisor can display a question list that meets a desired condition in the lower list area according to a desired sort order.
[0064]
In the list area, a plurality of questions are displayed in a list. For each question, information such as “question type”, “question title”, and “category name / date and time” is presented. The “question title” here reflects, for example, the contents described in the input item of “title” of the question form by the PDA user.
For example, the user can arbitrarily select a question from the questions listed in this way, and can perform a click operation on the question field. In response to this click operation, the answer form page shown in FIG. 10 is displayed.
[0065]
As an answer form shown in FIG. 10, for example, first, an input box BX1 for selecting a category is displayed at the top.
Below that, a box is displayed in which the contents of the question from the PDA user as the questioner are shown. Here, the title and the text as the question contents previously input in the question form shown in FIG. 8 are displayed in the input boxes BX2 and BX3. The name of the questioner is shown on the right side of the title input box BX3. This also reflects what was entered in the name input box on the previous question form.
[0066]
Further below that, an input box in which the advisor can input the answer is provided. Here, three input boxes BX4, BX5, and BX6 are provided, which are assigned as a title entry field, an answer entry field, and a reference URL entry field, respectively. Here, the name of the respondent is automatically entered on the server side.
[0067]
In the input box BX4 as a title entry column, a short sentence that summarizes the contents of the current answer is input as the answer title. Then, the details of the answer are described in the input box BX5 as an answer entry column.
[0068]
In addition, “reference URL” is entered in the input box BX6 as a reference entry column. In this embodiment, this reference URL is as follows.
For example, as described above, the question title in the top ten area shown in FIG. 4 jumps to the page on which the Q & A data of the question is posted in response to a click operation. The same applies to the question title displayed on the category question list page shown in FIG. That is, these question titles are linked with URLs indicating pages of certain specific Q & A data.
Further, according to the explanation so far, since the PDA user has reached the question to the advisor, the support of STEP 1 and 2 and the search in the first stage of STEP 3 have passed, so the same purpose as the question of this PDA user This question has never existed before. However, in practice, there is a high possibility that the user may have overlooked the question having the same content in the investigation in each STEP so far.
[0069]
Therefore, when the advisor responds by using the answer form shown in FIG. 10, if the answer with the same purpose has already been made by himself or another advisor, for example, such past Q & A data The page URL is entered as a reference URL in the input box BX6 as a reference URL entry field. In this case, the input box BX5 in the answer entry column does not need to include detailed countermeasures, for example. For example, “Your questions are published at the following URL. Please refer here. ”Or the like that prompts browsing of the reference URL.
In other words, the reference URL is a URL indicating a Web page in order to refer to a Web page on which an answer to the question has already been posted instead of answering itself as an answer to the question. That's what it says.
In the above description, the reference URL is selected from the URL linked to the Q & A data page managed in the support website. For example, the answer to the question is outside the support website. It is also possible to enter the URL of the Web site or the Web page where the content is presented.
[0070]
Further, in the answer form shown in FIG. 10, the description content of the input box BX2 for displaying the title input by the PDA user is reflected as the question title shown in FIG. 4 or FIG.
However, since the title entered in the input box BX2 by the PDA user side may not necessarily summarize the content of the question, the support server 1 may rewrite the title to a more accurate title at the advisor's discretion. Allowed. In particular, for example, when creating an answer in which the reference URL is input in the input box BX6, by rewriting the same question title as the Q & A data already registered in the past and matching the past question title, For the PDA user side, the reference by the reference URL becomes easier to understand.
In addition, advisors are allowed to change the category input box for almost the same reason.
In addition, if it is desired to clear the contents entered for each of the input boxes BX5 and BX6 as its own answer entry field and reference URL entry field, the clear button BT11 may be operated.
[0071]
As described above, after inputting a question to the answer form shown in FIG. 10, it is transmitted to the support server 1. For this purpose, the “confirmation page” shown in FIG. Click the “To” button BT10.
Thereby, although not shown, information entered in the answer form is transmitted from the personal computer 2 of the advisor to the support server 1. In response to this, the support server 1 transmits a confirmation page that lists the contents to be described in the current answer form. Then, the advisor looks at the confirmation page received and displayed by the personal computer 2 and confirms the contents of the description. If it is determined that this is acceptable, the advisor performs an operation for determination. Then, a determination request corresponding to this operation is transmitted from the personal computer 2 to the support server 1.
[0072]
Upon receiving the determination request, the support server 1 creates the content of the response form transmitted this time as one Q & A data Web page (Q & A page). Then, one URL (public URL) is assigned to this Q & A page, and is published as a web page in the support website. The Q & A page published as a Web page in this way is stored as a database in the Q & A database 22 in the storage unit of the support server 1.
Then, an electronic mail is transmitted to the personal computer 2 of the PDA user who is the questioner of the Q & A data. In this e-mail, an answer to a question made by the PDA user is made and published as a Q & A page, and the contents for notifying the public URL of this Q & A page are described.
[0073]
When the PDA user who has received this e-mail accesses the URL described in the e-mail and displays this Q & A page, the answer of the advisor to his / her question is described there. . The user will solve the problem by reading this answer.
In addition, when the reference URL is described here, the user accesses the Web page of the reference URL. The problem can be solved by referring to the contents of the Web page.
[0074]
The PDA user can enjoy the support service as the present embodiment as described above. However, in the support server 1, the Q & A data obtained by the interaction between the PDA user and the advisor as described above. Using this, the following Web page update is automatically executed.
[0075]
As described above, when the advisor creates an answer form, a reference URL can be input.
Here, when considering actual management, as described above, even if the PDA user provides a means for solving the problem on his own, such as searching for STEP 1, 2, and STEP 3, Is not likely to be sent to the advisor. With such a background, for example, the more frequently asked questions, the more frequently the reference URLs described in the answer form for the question overlap.
[0076]
Therefore, every time an answer form is transmitted, the support server 1 always recalculates the appearance rates of all reference URLs by using the reference URL entered in the answer form. Then, according to the newly calculated appearance rate, the order of the question titles to be posted in the top ten area A1 shown on the top page of FIG. 4 is changed. In other words, in the top ten area A1, the top page is displayed so that the question titles of the Q & A pages indicated by the reference URLs having the appearance rates of 1st to 10th are always displayed as the 1st to 10th question titles. Is to rebuild.
In this way, the ranking in the top ten area A1 can always present the question contents of the tendency that the current PDA user is actually seeking. Moreover, the ranking change for this purpose is automatically performed.
For example, in the past, there were Web pages for products that contained Q & A about products, but these were created by the creator of the Web page and the contents were fixed. Thus, it does not change dynamically in response to changes in the actual question content of the user. However, if the content is changed in response to a change on the user side, the creator has to edit the page again.
[0077]
In addition, the question titles for each category in the page of the category-specific question list shown in FIG. 5 are also appropriately posted according to the appearance rate of the reference URL, similarly to the order of the question titles in the top ten area A1. The order is changed. As a result, the category-specific question list is always presented in the order of questions with the highest appearance rate, which makes it easier for PDA users to use.
[0078]
Also, in the present embodiment, the advisor finally makes an answer. By adding such a human element, rather than simply providing Q & A as data on the server side, The support web page is highly reliable and practical. In addition, as described above, the advisor is a volunteer selected by the manufacturer's examination, originally a general user, not a manufacturer's employee or the like. Also in this respect, for example, it can be expected that questions and answers are exchanged in a more free atmosphere, and the content of the content as the support Web page is also increased.
However, considering that the advisor is not a manufacturer, the quality of the advisor web page must be maintained and improved in order to maintain the quality of the support web page. .
[0079]
Therefore, in the present embodiment, a point system is introduced in which points are given to advisors according to the degree of contribution. For example, some privilege is given according to the number of points acquired by the advisor. This will increase the motivation of advisors and improve the quality of advisors.
[0080]
In the present embodiment, points for the advisor are added as follows.
The act of the advisor using the support Web page of this embodiment is to send an answer to the server. First, 1 point is added by the act of sending the answer to the support server 1. The
[0081]
In addition, as described above, the merit of inputting the reference URL to the answer form is that the Web page can be automatically reconstructed by determining the order of the question list. However, depending on this, for example, the human cost for creating and managing the Web page is reduced, and the profit for the manufacturer is great.
For these reasons, the manufacturer recommends that the advisor create an answer form that quotes the reference URL.
Therefore, an advisor who inputs a reference URL to the answer form and transmits it is added with 1 point for the input of the reference URL. In other words, for advisors, only 1 point is obtained if the reference form is sent without entering the reference URL. However, if the reference URL is entered and sent, another 1 point is added to obtain a total of 2 points. It will be possible.
[0082]
Further, points are given according to the quality of the answer contents described in the answer form. For this purpose, in this embodiment, a questionnaire page as shown in FIG. 11 is prepared and transmitted to the PDA user as the questioner. This questionnaire page is linked to, for example, a publicly available Q & A page, and when a PDA user who has made a question accesses a Q & A page that publishes the answer, it jumps to, for example, the questionnaire page The personal computer 2 of the PDA user may be able to access this questionnaire page by clicking the button.
[0083]
The PDA user inputs to the questionnaire page shown in FIG. 11 and clicks the send button BT12 to send it to the support server 1.
And in the support server 1, the number of addition points is determined according to the input content of the received questionnaire page. The number of points added is added to the current advisor points.
[0084]
Points are added in this way, but as will be understood from the above description, the point addition processing is performed on the support server 1 side for receiving an answer form and receiving a questionnaire page. In response, it is automatically done.
The process of automatically adding points has already been performed in the past, such as evaluation points for sellers of net auctions and point addition according to the use of a credit card.
However, these points can be added simply by adding the points given by the purchaser, for example, if it is an evaluation point of a seller at an online auction, and the points added according to the use of the credit card also use the credit card. Every time it is done, only points that are uniquely determined according to the amount of use are added. That is, points are only added according to a single action (means).
On the other hand, in the present embodiment, (1) point addition for sending an answer, (2) point addition for inputting a reference URL, (3) point addition according to the questionnaire contents, etc. In addition, points are systematically added in response to a plurality of actions including an action by an advisor and an action by a PDA user, and this is realized by automatic processing of the support server 1.
[0085]
The points acquired by the respective advisors in this way are managed as one piece of information for each advisor in the advisor database 24 and stored therein.
The points stored in this manner are reflected in the advisor ranking in the question list page accessible only by the advisor, as shown in FIG. 9, for example, on the support website. By looking at this ranking among advisors, competition among advisors may be promoted, but this also has the potential for each advisor to come up with higher quality answers. Yes.
In addition, on the support website, as shown in FIG. 12, an advisor profile web page is also prepared and can be accessed and accessed by PDA users. Is shown. For example, one way to operate is to allow a user to specify an advisor to submit a question form, but in such a case, the PDA user is advised to point to the advisor indicated in the profile. Can be used as a reference when choosing an advisor.
[0086]
3. Processing action
As can be understood from the description of the use form of the support system of the present embodiment described above, the operations that are characteristic in the present embodiment are:
(1) The order of the question list in the top ten area (and the display order of the question list in the question list page by category) is automatically determined according to the appearance rate of the reference URL, and the determined order (display order) The top page (question list page by category) is rebuilt according to.
{Circle around (2)} Advisor points are automatically added according to a plurality of actions of users (PDA users, advisors).
(3) A sentence as a question content input by a PDA user is commonly used for a keyword for searching for Q & A data and a question content for an advisor.
That is three points.
[0087]
Therefore, hereinafter, processing operations executed by the control unit 12 of the support server 1 in order to realize these operations will be described with reference to the flowcharts of FIGS. 13 to 15. The processing operations shown in these drawings are executed by the control unit 12 according to a program as the execution application 25 stored in the storage unit 10.
[0088]
The processing operation shown in FIG. 13 shows the processing that is executed when an answer from the advisor is received. By the processing shown in this diagram, the operation (1) and the operation (2) are as follows. The response form transmission and the point addition operation according to the input of the reference URL are realized.
[0089]
In the process shown in FIG. 13, the control unit 12 first waits for reception of an answer form transmitted from the advisor in step S101. If it is determined that the answer form has been received, the process proceeds to step S102.
[0090]
The processing from step S102 to S105 is Q & A page management processing for newly creating and managing a Q & A page according to the answer form.
In step S102, the Q & A page data is newly created using the information content of the received answer form. In the next step S103, a “public URL” assigned to publish this Q & A page as a web page is determined. In the subsequent step S104, the new Q & A page given the public URL as described above is stored as the Q & A database 22. The Q & A page stored as the Q & A database 22 can be read out as a Web page by being linked by a script as the content data 22 as necessary.
As a result, for example, the PDA user side is ready to access the Q & A page by specifying the public URL.
[0091]
Then, in the next step S105, as described above, the answer to the question is disclosed as a Q & A page to the PDA user who is the questioner of the answer form received this time, and the public URL of this Q & A page Create an e-mail to notify you. At this time, the mail address input in the question form previously transmitted by the questioner's PDA user is used as the destination mail address.
[0092]
In this case, the subsequent steps S106 to S109 are processes for restructuring the top page of the support website by updating the rank of the top ten area.
First, in step S106, it is determined whether or not a reference URL is input to the answer form received this time. If a negative result is obtained, the processing up to step S109 is skipped, The process proceeds to S110. On the other hand, if a positive result is obtained, the process proceeds to step S107.
[0093]
In step S107, the reference URL appearance rate is updated by performing a predetermined calculation process using the reference URL input this time.
In step S108, the top page is reconstructed based on the appearance rate of the updated reference URL. That is, the Q & A page corresponding to the top 10 appearance rate is selected based on the updated appearance rate of the reference URL. The question titles of the selected Q & A page are reproduced and displayed in the top ten area A1 according to the order of the top ten list, and the correct URL corresponding to these question titles can be obtained by rewriting the script. The top page is restructured to be linked.
[0094]
Further, in the subsequent step S109, the category-specific Q & A page is reconstructed based on the appearance rate of the updated reference URL in accordance with the processing in step S108.
[0095]
The subsequent steps S110 to S112 are point management processing for performing point addition in response to reception of the answer form transmitted from the advisor side. In this figure, the point management processing performed at this stage is referred to as primary point management processing in order to distinguish it from point management (secondary point management processing) according to the evaluation content of the questionnaire page described later. .
In step S110, first, a process for adding one point to the advisor who has transmitted the answer form received in step S101 is executed.
The advisor database 24 stores information on the current number of points acquired for each advisor. In step S110, one point is added to the number of points acquired by the advisor who has sent the answer form this time. To be done. In the subsequent processing, when “add points” is used, the number of points as an added value is added to the current number of acquired points stored in the advisor database 24 as described above. It shall be said.
[0096]
In the next step S111, it is determined again whether or not the reference URL has been input to the answer form received in the previous step S101. If a positive result is obtained, one point is added to the advisor who has transmitted the answer form in step S112. On the other hand, if a negative result is obtained in step S111, the process routine so far is exited without executing the process of step S112.
By executing the processing of steps S110 to S112, as described above, if the reference URL is not input in the answer form, only 1 point is added, and if the reference URL is input, a total of 2 points. The point management that is added is realized.
[0097]
As another point management (secondary point management process), the point addition according to the contents of the questionnaire page transmitted from the PDA user is realized by the processing operation shown in FIG. 14, for example.
In the routine shown in this figure, the control unit 12 of the support server 1 waits for a questionnaire page to be received in step S201. When it is determined that the questionnaire page has been received, the process proceeds to step S202.
In step S202, the contents of the questionnaire are analyzed according to a predetermined algorithm. That is, the evaluation level is determined from the input contents of the questionnaire. In the subsequent step S203, the number of points a to be added to the advisor is determined according to the analysis result (evaluation level). When the number of points a is determined in this way, the number of points a is added to the current point of the advisor that is the evaluation target of the current questionnaire by the processing of the next step S204.
In this way, point addition according to the contents of the questionnaire page is automatically performed.
[0098]
The flowchart shown in FIG. 15 is used in common with the above-described sentence [3] as the question contents input by the PDA user, for the Q & A data search keyword and the question contents to the advisor. It is assumed that the processing operation corresponding to the operation of the present embodiment is performed.
[0099]
In the processing routine shown in this figure, the control unit 12 first waits for a search request transmitted from the personal computer 2 of the PDA user to be received in step S301. The search request here is a request generated by operating the search button BT3 of the search input form shown in FIG. 6, and the personal computer 2 of the PDA user is accompanied by the contents input to the search input form. Sent from
If it is determined in step S301 that a search request has been received, the process proceeds to step S302.
[0100]
In step S302, at least the text data input to the question content among the information of the search input form transmitted together with the search request is held as data to be used for creating a question form to be described later.
[0101]
In the subsequent step S303, a keyword as a search condition is generated by performing a language analysis process on the sentence data input to the question content of the search input form according to a predetermined algorithm.
In the present embodiment, as described above, in addition to the keyword generated as described above, if the model name, type, usage, etc. are specified for the search input form, these are used. Search conditions are also set according to the specified contents. Therefore, in the next step S304, a final search condition is determined based on these elements. In the next step S305, the Q & A database 22 is searched for Q & A data that is deemed to meet the search condition.
[0102]
If a search result is obtained by the above search process, a Q & A search result page as shown in FIG. 7 is created based on this search result in the next step S306. In the subsequent step S307, the created page data is transmitted to the personal computer 2 that has transmitted the search request.
[0103]
In the next step S308, the process waits for a question form request to be received.
For example, there is a possibility that the PDA user who performed the search first clicks the “post question” button BT5 shown in FIG. 7 when the search result is not satisfactory. In the personal computer 2, when the “post question” button BT 5 is clicked, the support server 1 is requested to send a question form.
That is, in step S308, the same personal computer 2 that has transmitted the search request in the previous step S301 is waiting for a request for transmitting a question form. . While the question form request is not received, for example, in step S311, the personal computer 2 continues to wait until it is determined that the user has logged out. And if a question form request is received, it will transfer to the process of step S309.
[0104]
In step S309, a question form to be transmitted is created. In this case, the question content data held in the previous step S302 is pasted into the “question content” input box in the question form. In this way, as described above with reference to FIG. 8, a question form is created in which the same sentence as that entered in the “question content” input box of the search form has already been entered.
In step S310, the question form created in step S309 is returned to the personal computer 2 that has transmitted the question form request. When this question form is displayed and output on the personal computer 2 side, the same text already entered in the “question content” input box of the search form is already displayed in the “question content” input box of the question form. Is written.
[0105]
If it is determined in step S311 that the user has logged out, for example, the question content data held in step S302 is erased, and then the processing routine shown in this figure is exited to return to the required processing routine. To be done.
[0106]
Note that the support server 1 does not necessarily have to execute the actual processing according to the procedure shown in the flowcharts of FIGS. In other words, operations such as changing the order of the question title according to the appearance rate of the reference URL, the point addition process, and reflecting the question content of the search form also to the question content of the question form are realized. It should be good.
Further, the present invention is not limited to the embodiments described so far, and can be appropriately changed in actual application. For example, in the above-described embodiment, a personal computer is used as the Internet terminal device used by the PDA user and the advisor. However, for example, a mobile phone having a function of connecting to the Internet may be considered.
Furthermore, the use of the question / answer system according to the present invention is not limited to the product support system of an information processing apparatus such as a PDA as in the above-described embodiment. Applicable. In addition to product support, it is of course conceivable to be applied to the operation of a site on a communication network that provides a place for consultation.
[0107]
【The invention's effect】
As described above, according to the present invention, for example, as one of product support services, a questioner (PDA user) and an answerer (advisor) can exchange a question and an answer via a server device. . In addition, the question / answer information (Q & A data) obtained so far through such exchanges is published on the communication network (Internet), and a list of these question / answer information (top ten list, question list by category) Page) is also created and published on the communication network. In addition, address information (URL) can be entered in the answer information transmitted by the respondent so that other question / answer information can be referred to.
In creating the question / answer information list, the list order is determined according to the appearance rate of the address information input in the answer information.
This makes it possible to publish the list of question / answer information in a list order that dynamically changes according to the user's question trend at all times, which is highly convenient for the user as a questioner. In addition, it becomes easier for respondents to answer.
[0108]
Further, in the present invention, the system gives points to respondents, thereby improving the quality of respondents and, for example, improving the quality of the system website. This change in the number of points is made possible when the respondent sends the answer information to the server, and for the answer information, the address information that enables the questioner to access other question answer information. This is performed corresponding to the case where (URL) is input. Further, when the evaluation information evaluating the respondent is received from the questioner, the number of points is changed according to the number corresponding to the evaluation level.
In this way, in the present invention, the number of points is automatically changed in accordance with a plurality of actions of the user of the question / answer system, and the number of points can be changed more flexibly. It is.
[0109]
Further, according to the present invention, the search is performed by determining the search condition from the text information input to the search form by the questioner. Then, after the search result is obtained, when the questioner tries to ask a question to the respondent, the server device inputs the sentence information previously input in the search form, for example, as the question content. A question form is created and sent to the terminal device of the questioner.
In this way, for example, for the questioner, the sentence entered previously in the search form has already been entered in the question form, so that the trouble of inputting the same sentence content multiple times can be saved. Therefore, convenience will be improved.
In this case, the text information is used for different purposes, such as processing executed by the server called search and a message for interpersonal exchange that is a question content that the questioner should read. It can also be used.
In this way, the present invention can provide a more enriched question / answer system than before.
[Brief description of the drawings]
FIG. 1 is a conceptual diagram showing an overall configuration of a support system as an embodiment of the present invention.
FIG. 2 is a block diagram illustrating an internal configuration example of a support server according to the present embodiment.
FIG. 3 is a block diagram showing an internal configuration of a personal computer.
FIG. 4 is a diagram showing a top page of a support Web site according to the present embodiment.
FIG. 5 is a diagram showing a Web page of a category-specific question list.
FIG. 6 is a diagram showing a Web page of a search form.
FIG. 7 is a diagram showing a Web page of Q & A search results.
FIG. 8 is a diagram showing a Web page of a question form.
FIG. 9 is a diagram showing a question list page.
FIG. 10 is a diagram showing a Web page of an answer form.
FIG. 11 is a diagram showing a questionnaire page.
FIG. 12 is a diagram showing an advisor profile Web page.
FIG. 13 is a flowchart showing a processing operation on the support server side corresponding to reception of an answer form.
FIG. 14 is a flowchart showing a processing operation on the support server side corresponding to reception of a questionnaire page.
FIG. 15 is a flowchart showing processing operations on the support server side in response to a search request and a request for a question form;
[Explanation of symbols]
1 support server, 2 personal computer, 3 Internet, 10 storage unit, 11 network interface, 12 control unit, 21 content data, 22 Q & A database, 23 user database, 24 advisor database, 25 execution application, 31 CPU, 32 ROM, 33 RAM 34 Input / output interface, 35 Keyboard, 36 Mouse, 37 Hard disk drive, 38 Display monitor, 39 Network interface, 40 Internal bus

Claims (6)

The server device, the first terminal device used by the interrogator, and the second terminal device used by the respondent are connected via a predetermined communication network,
Communication means for receiving at the server device the question information transmitted from the first terminal device;
Question / answer information creating means for creating question / answer information accessible on the communication network in response to response information corresponding to certain question information being transmitted from the second terminal device;
Answer information creating means for enabling creation of the answer information including address information for accessing the question / answer information on the second terminal device side;
A list of the question / answer information is presented and included in the answer information received by the server device when creating the question / answer list information that is accessible via the communication network. A list information creating means configured to determine a list order in the question / answer list information according to the appearance rate of the address information;
A point number setting means in which the questioner gives points based on the answer information corresponding to the question information;
Storage means for storing the number of points;
That have a question / answer system. Server corresponding to a question / answer system that constitutes a question / answer system by being connected to a first terminal device used by a questioner and a second terminal device used by an answerer via a predetermined communication network In the device
Receiving means for receiving question information transmitted from the first terminal device;
Question / answer information creation for creating question / answer information accessible on the communication network in response to receiving answer information corresponding to certain question information transmitted from the second terminal device Means,
The question / answer information list is presented, and the question / answer list included in the received answer information when creating the question / answer list information that can be accessed via the communication network. A list information creating means configured to determine a list order in the question / answer list information according to an appearance rate of address information for accessing the information;
A point number setting means in which the questioner gives points based on the answer information corresponding to the question information;
Storage means for storing the number of points;
That have a question / answer system-compatible server device. Said storage means stores the number of points given to each respondent,
When the answer information corresponding to the question information is transmitted from the second terminal device, the number of points given to the respondent using the second terminal device that transmitted the answer information is changed by a predetermined number. First point number changing means for
A respondent using the second terminal device that has transmitted the answer information in response to the input to the predetermined input item being made in the answer information transmitted from the second terminal device. Second point number changing means for changing the number of points given to a predetermined number;
When the evaluation information about the answer information is transmitted from the first terminal device, the number of points given to the respondent as an evaluation target is changed by the number determined based on the content of the evaluation information. 3 point number changing means,
Question / Answer system of claim 1 that features a. A storage means for storing the number of points given to each top Symbol respondent,
In response to receiving the response information corresponding to certain question information transmitted from the second terminal device, the number of points given to the respondent using the second terminal device that transmitted the answer information is First point number changing means for changing by a predetermined number;
In response to an input for a predetermined input item being made in the response information transmitted from the second terminal device, to the respondent using the second terminal device that transmitted the response information. Second point number changing means for changing the given point number by a predetermined number;
When the evaluation information about the answer information transmitted from the first terminal device is received, the number of points given to the respondent as an evaluation target is the number determined based on the content of the evaluation information. A third point number changing means to be changed;
The server apparatus according to claim 2 that have a. Search form information for designating the search condition, a search form transmitting means for transmitting to said first terminal device from the server device,
The search form information for which the search condition designation is input is searched for the question / answer information in response to being transmitted from the first terminal device, and is included in at least the received search form information. Search means capable of determining a search condition from the sentence information to be searched, and performing a search using the determined search condition;
When the request information for requesting the question form for inputting the question to the respondent is transmitted from the same first terminal device that has transmitted the search form information, the search is performed. A question form transmitting means for creating a question form in which the sentence information included in the form information is input and transmitting the question form from the server device to the same first terminal device;
That further include a first aspect of the question / answer system. Search form information for designating the search condition, a search form transmitting means for transmitting to said first terminal device,
In response to receiving the search form information transmitted from the first terminal device and input of search condition designation, the query / answer information is searched,
A search means capable of determining a search condition from at least sentence information included in the received search form information and performing a search using the determined search condition;
When the request information for requesting the question form for inputting the question to the respondent is transmitted from the same first terminal device that has transmitted the search form information, the search is performed. A question form transmitting means for creating a question form in which the sentence information included in the form information is input and transmitting the question form to the same first terminal device;
Further comprising optionally that the server apparatus according to claim 2.

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