JP6767014B2 - Crisis response support device and crisis response support method - Google Patents

Description

The present invention relates to a crisis response support device and a crisis response support method.

In the event of an emergency such as a natural disaster or cyber attack, it is important to arrange a response plan and crisis response manual in normal times in order to minimize damage to the organization and to continue business or recover quickly. Is.

In general, crisis response is different from normal response, and it is possible that the burden is heavy and the pace of progress differs depending on the person, depending on the experience and understanding of the implementer. Therefore, conventionally, various crisis response support methods have been proposed.

For example, as a crisis response support method, there is a function of digitizing and managing a response plan and a crisis response manual, and a method aimed at reducing the burden on the implementer and improving the efficiency of progress management by utilizing this is known. Specifically, a disaster action support system has been proposed in which the response to be taken at the same time as the occurrence of a disaster is navigated and the practitioner does not read the manual to support the crisis response (for example, Patent Document 1). reference). In addition, an emergency command support server has been proposed that manages the implementation items in an electronic manual in the form of a checklist, reports the completion of response, that is, realizes progress management at the same time as filling in the check on the implementation items (for example). See Patent Document 2).

Japanese Unexamined Patent Publication No. 2009-265686 Japanese Unexamined Patent Publication No. 2010-204712

However, in the conventional technology described above, the corresponding navigation from the manual has a fixed action item, and for detailed instructions and reports, other means such as telephone, fax, e-mail, and bulletin board communication are used. Do. Further, in the above-mentioned conventional technique, since there is no means for handling other than the action items agreed in advance, it may be difficult to manage the flexible response according to the situation.

And, in the above-mentioned conventional technique, in a highly urgent situation, the practitioner has to think, convey, describe, or input the message of the exchange, which is still a burden on the practitioner. There is a possibility that Furthermore, with the above-mentioned conventional technology, it is possible that the more diverse the tools used for communication, the more difficult it is to aggregate messages, and the more difficult it is to manage the progress linked to the manual. As described above, in the above-mentioned conventional technique, it may be difficult to fill the differences between the practitioners, unify the action items, and improve the efficiency of progress management.

The present invention has been made in view of the above, and reduces the burden on the implementer's communication work regarding detailed instructions, reports, etc. by navigating the implementer's response regarding the action items of the crisis response. The purpose is to provide a crisis response support device and a crisis response support method that comprehensively realize a flexible management form of response and save labor in progress management.

The crisis response support device of the present invention is associated with a workflow, which is an action item at the time of crisis response, and has a template message storage unit that stores a plurality of template messages that are templates for communication messages exchanged between various places, and an input. Based on the information, a specific unit that specifies the workflow, which is an action item at the time of crisis response, and a template message corresponding to the workflow specified by the specific unit are selected from the template message storage unit, and the selected template message is used as the message. A selection unit to be presented to the sender's terminal, a creation unit to create a transmission message that reflects the input information to the template message by the message sender's terminal, and a template selected by the transmission message and template message selection unit. The comparison unit that compares the message and extracts the difference information between the transmission message and the template message, and the template message selected by the selection unit with reference to the difference information are modified, and the modified template message is stored in the template message. It is characterized by having a correction unit for recording in the unit.

According to the present invention, the response of the implementer is navigated with respect to the action items of the crisis response, and the burden of the implementer's communication work regarding detailed instructions and reports is reduced, and the flexible management form of the response is included. Realize this and save labor in progress management.

FIG. 1 is a diagram showing an example of the configuration of the crisis response support system according to the embodiment. FIG. 2 is a diagram illustrating a workflow. FIG. 3 is a diagram showing an example of a workflow data structure stored in the workflow database (DB) shown in FIG. FIG. 4 is a diagram showing an example of a template message stored in the template message DB shown in FIG. FIG. 5 is a diagram showing an example of a transmission message created by the message creation unit shown in FIG. FIG. 6 is a diagram showing an example of a template message stored in the template message DB shown in FIG. FIG. 7 is a diagram showing an example of a transmission message created by the message creation unit shown in FIG. FIG. 8 is a diagram showing an example of a transmission message created by the message creation unit shown in FIG. FIG. 9 is a diagram showing an example of a template message stored in the template message DB shown in FIG. FIG. 10 is a diagram showing an example of a transmission message created by the message creation unit shown in FIG. FIG. 11 is a diagram illustrating a process of correcting a template message in the template message correction unit shown in FIG. FIG. 12 is a diagram illustrating a process for correcting a template message in the template message correction unit shown in FIG. FIG. 13 is a flowchart showing a processing procedure of the message creation support process performed by the crisis response support device shown in FIG. FIG. 14 is a flowchart showing a processing procedure of the message creation process shown in FIG. FIG. 15 is a flowchart showing a processing procedure of the template message correction process shown in FIG. FIG. 16 is a diagram showing an example of a computer in which a crisis response support device is realized by executing a program.

Hereinafter, embodiments of the crisis response support device and the crisis response support method according to the present application will be described in detail with reference to the drawings. The present invention is not limited to this embodiment. The case where the crisis response support device of the present invention is realized as a device included in the crisis response support system or as one function of the crisis response support system will be described as an example.

[Embodiment]
[Outline of crisis response support system]
First, the configuration of the crisis response support system according to the embodiment will be described with reference to FIG. FIG. 1 is a diagram showing an example of the configuration of the crisis response support system according to the embodiment. As shown in FIG. 1, the crisis response support system 1 includes a crisis response support device 10 and terminals 2A and 2B. Further, the crisis response support device 10 is connected to the terminals 2A and 2B via the network 3. The numbers of terminals 2A and 2B shown in FIG. 1 are merely examples.

The crisis response support system 1 is a system in which the crisis management office of a local government or a company supports management for responding to a crisis such as a disaster or a cyber attack. The crisis response support system 1 is implemented, for example, at the response headquarters against natural disasters, cyber attacks, and the like. Further, the crisis response support device 10 may be provided in the same place as the countermeasures headquarters, or may be provided in a place different from the countermeasures headquarters.

The crisis response support device 10 is, for example, a server device. The crisis response support device 10 manages crisis response information indicating the response status of the organization to the crisis. The crisis response support device 10 provides crisis response information to the terminals 2A and 2B by displaying various screens showing the crisis response information on the terminals 2A and 2B provided in the subordinate organization and the branch of the response headquarters. .. The crisis response support device 10 registers the information transmitted from the terminals 2A and 2B as crisis response information.

The terminals 2A and 2B are provided in the countermeasures headquarters and each organization related to the countermeasures headquarters. The terminal 2A is installed in, for example, the organization A. Further, the terminal 2B is installed in the organization B. The terminals 2A and 2B are, for example, personal computers, smartphones, mobile phones and the like. The practitioner can refer to the crisis response information provided by the crisis response support device 10 by browsing various information necessary for carrying out crisis management via the Web browsers of the terminals 2A and 2B. it can.

In addition, the terminals 2A and 2B send and receive messages related to activity requests and progress management via the crisis response support device 10. In the embodiment, the case where the terminal 2A is the source of the message and the terminal 2B is the destination of the message will be described as an example. At this time, the implementer of the terminal 2A writes a message in the message entry field transmitted via the Web browser of the terminal 2A, thereby transmitting the message to the destination terminal 2B via the crisis response support device 10. It can be carried out.

The network 3 is, for example, an arbitrary type of network such as a wired or wireless LAN (Local Area Network), a WAN (Wide Area Network), and a VPN (Virtual Private Network).

[Configuration of crisis response support device]
In the process of sending and receiving a message related to progress management, the crisis response support device 10 transmits a template message corresponding to the workflow to the source terminal 2A, and simply inputs the necessary description in the template message, and the destination terminal 2B Allows you to compose a message to. Further, the crisis response support device 10 optimizes the template message by changing it according to the difference from the actually transmitted message. In the present embodiment, the workflow by the electronic manual is referred to, and the template message corresponding to the referenced workflow is presented. Therefore, the telephone or fax, which is considered to have low feasibility of correspondence with the workflow, is the template message. Not eligible for provision.

First, the configuration of the crisis response support device 10 will be described in detail. As shown in FIG. 1, the crisis response support device 10 includes an input unit 11, a display unit 12, a communication unit 13, a storage unit 14, and a control unit 15.

The input unit 11 is an input interface that receives various operations from the administrator of the crisis response support device 10. For example, the input unit 11 is composed of an input device such as a touch panel, a voice input device, and a keyboard and a mouse. The display unit 12 is, for example, a display device such as a liquid crystal display. Further, the crisis response support device 10 may include a printing device such as a printer, an information communication device, and the like, and output information related to crisis response support.

The communication unit 13 is a communication interface for transmitting and receiving various information to and from other devices connected via the network 3 and the like. The communication unit 13 is realized by a NIC (Network Interface Card) or the like, and is a communication between another device (for example, terminals 2A and 2B) and a control unit 15 (described later) via a telecommunication line such as a LAN or the Internet. I do.

The storage unit 14 is realized by a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory (Flash Memory), or a storage device such as a hard disk or an optical disk, and is a processing program or process for operating the crisis response support device 10. Data used during program execution is stored.

The storage unit 14 stores, for example, identification information indicating a crisis response operation, each response instruction included in the response operation, and each response content in association with each other as crisis response information necessary for the crisis response. In addition, the storage unit 14 stores a template message or the like required for message transmission processing between the terminals 2A and 2B. The storage unit 14 has a workflow DB 141, a template message DB 142 (template message storage unit), a component DB 143, and a difference DB 144.

The workflow DB 141 stores a workflow of action items at the time of crisis response, which has been decided in advance. Workflow is data that defines the action items in crisis response. In other words, workflow is a pre-developed crisis response action item.

FIG. 2 is a diagram illustrating a workflow. As shown in the frame W1 of FIG. 2, in the workflow, an identification number (ID (identification)) is assigned to each action item by an administrator or the like so that the action item at the time of crisis response can be identified based on the crisis response manual. Attached. For example, a set of items “1.1” (see frame C1) related to the processing of FIG. 2 is regarded as one workflow.

FIG. 3 is a diagram showing an example of a workflow data structure stored in the workflow DB 141 shown in FIG. As shown in Table 141a of FIG. 3, the workflow is composed of a plurality of items such as an ID number, a person in charge of the activity, a requester of the activity, and within the implementation of the activity.

In the example shown in Table 141a of FIG. 3, in the workflow DB 141, the person in charge is the "Environment Department" and the client is the "Disaster Countermeasures Office Headquarters Management Group" as the workflow of the ID "01-00-00". Remember that the content of the activity is "The Environment Department will process the debris." Further, in the workflow DB 141, the person in charge is the "debris processing group", the client is the "environment department", and the implementation content of the activity is "the debris processing group is" as the workflow of the ID "01-01-00". Remember that "to receive debris from the temporary storage area".

The template message DB 142 stores a plurality of template messages that are associated with each workflow and are templates for communication messages exchanged between various locations. The template message is presented to the source terminal 2A as a template when the message is created.

FIG. 4 is a diagram showing an example of a template message stored in the template message DB 142 shown in FIG. The template message G1 shown in FIG. 4 indicates the workflow ID number "01-00-00" to which the template message corresponds.

The template message G1 includes, for example, an entry field B1 in which a contact can be selected by a pull-down method, an entry field B2 in which a contact can be selected, entry fields B3 to B8 in which each component of the text can be selected and entered, and a text. Indicates the editable characters that make up. Each component that can be selected, entered, and edited in these entry fields B3 to B8 is designated as a "part" of the template message.

Then, the template message G1 corresponds to the information of the workflow ID "01-00-00", and the requester "Disaster Countermeasures Office Headquarters Management Group" is entered in the contact entry field B1 and the contact entry field B2. Indicates the "Environment Department" who is in charge. In addition, the template message G1 has the "Environment Department" who is the person in charge in the address entry field B3, the "Disaster Countermeasures Office Headquarters Control Group" in the entry field B4 of the requester's department, and the requester's personal name entry field B5. Indicates "personal name" in gray letters. In addition, the template message G1 is in charge of "crisis event" in gray letters in the entry column B6 of the crisis event, "problem" in gray letters in the entry column B7 of the problem, and entry column B8 of the department in charge of implementation. Indicates the "Environment Department" who is the person. Then, the template message G1 indicates "Please start arranging debris processing" at the end of the text as a character indicating the implementation content.

Here, the black characters in the entry fields B1 to B4 and B8 are fields in which characters such as the department name are displayed in advance based on the corresponding workflow ID "01-00-00". Then, the characters in the entry fields B1 to B4 and B8 can be changed by the practitioner of the terminal 2A by a pull-down operation or the like. In addition, the gray characters in the entry fields B5, B6, and B7 are places that the practitioner of the terminal 2A should newly input or select. When the practitioner of the terminal 2A completes the entry of the necessary items in the template message G1, the terminal 2A transmits the completed template message G1 to the crisis response support device 10.

Here, the template message G1 can handle, for example, a table, a photograph, a check box, and the like in addition to the characters. The template message G1 can be edited. In other words, the template message G1 can be rewritten in its entirety, and a high degree of freedom like a free description sentence is maintained. In this way, since the template message G1 can be entered with a high degree of freedom, the crisis response support device 10 handles messages that do not directly correspond to the workflow by using the contents freely entered in the template message G1. Because it can be done, it is possible to flexibly manage the correspondence.

The component DB 143 stores the components embedded in the template message as components. The difference DB 144 stores the difference information between the template message presented to the transmission source terminal 2A and the transmission message actually transmitted to the transmission destination terminal 2B.

The control unit 15 has an internal memory for storing a program that defines various processing procedures and the like and required data, and executes various processing by these. For example, the control unit 15 is an electronic circuit such as a CPU (Central Processing Unit) or an MPU (Micro Processing Unit). The control unit 15 includes a task creation unit 151 (specific unit), a message creation unit 152 (creation unit), a message transmission unit 153, and a template message correction unit 154.

The task creation unit 151 specifies a workflow, which is an action item at the time of crisis response, based on the input information, and instructs the creation of a task related to the specified workflow. In the present embodiment, a case where the task is a request for implementation of an implementation item included in the workflow, creation and transmission of a message indicating an implementation result, etc. will be described. Therefore, the task creation unit 151 instructs the task creation process and transmission process of messages exchanged between various places in accordance with the workflow.

The task creation unit 151 displays a question or a pull-down list on the screens of terminals 2A and 2B used by the workflow implementer in order to specify the workflow. Then, the task creation unit 151 narrows down the action items, that is, specifies the workflow, based on the information indicating the answer to the question input by the practitioner to the terminal 2A and the selection result of the pull-down list. Then, when the task creation unit 151 is activated, the message creation unit 152 is activated. The task creation unit 151 stores a person name, a place name, or a figure from a message input to the terminal 2A by the implementer in the component DB 143 as a component.

The message creation unit 152 presents a template message according to the workflow specified by the task creation unit 151 to the transmission source terminal 2A. The message creation unit 152 creates a message for transmission to the destination terminal 2B by using the transmission information from the terminal 2A indicating the entry selection contents by the practitioner of the terminal 2A to this template message. The message creation unit 152 has a template message selection unit 1521 (selection unit) and a creation unit 1522.

The template message selection unit 1521 selects a template message corresponding to the workflow of the action item specified by the task creation unit 151 from the template message DB 142, and presents the selected template message to the terminal 2A of the message transmission source.

Specifically, the template message selection unit 1521 receives the answer to the question and the selection result of the pull-down list from the task creation unit 151, and selects the template message corresponding to the workflow of the action item based on the received information. For example, the template message selection unit 1521 selects the template message G1 shown in FIG. 4 from the plurality of template messages and displays it on the screen of the terminal 2A.

The creation unit 1522 receives the input information to the template message by the transmission source terminal 2A, and uses the received input information to create a transmission message in which the template message is changed according to the corresponding contents. If the template message corresponding to the workflow of the action item does not exist in the template message DB 142, the creation unit 1522 causes the terminal 2A to display the message input form, and the implementer of the terminal 2A fills in the message in the message input form. To urge. Then, the creation unit 1522 receives the input information to the message input form by the transmission source terminal 2A, and creates a transmission message using the received input information.

The message transmission unit 153 transmits the transmission message created by the message creation unit 152 to the transmission destination terminal 2B via the network 3.

The template message correction unit 154 compares the transmission message with the template message selected by the template message selection unit 1521 when creating the transmission message, and corrects the template message. The template message correction unit 154 includes a message comparison unit 1541 (comparison unit), a change count recording unit 1542, and a correction unit 1543.

The message comparison unit 1541 compares the transmission message with the template message selected by the template message selection unit 1521, and extracts the difference information between the transmission message and the template message selected by the template message selection unit 1521. To do. The message comparison unit 1541 stores the extracted difference information in the difference DB 144. The difference information extracted by the message comparison unit 1541 is output to the outside via various output devices connected to the display unit 12, the communication unit 13, or the crisis response support device 10. Therefore, the administrator of the crisis management support device 10 can confirm this difference information. For example, an administrator or the like can use this difference information as know-how for crisis management support such as reviewing a workflow in addition to correcting a template. Here, the fact that the difference information can be extracted means that the template according to the workflow did not go well and was changed, and it is considered that there was a history of the change for "a certain reason". The difference information can be used as this "action record with a reason".

The change count recording unit 1542 records the number of changes to the template message selected by the template message selection unit 1521 based on the difference information extracted by the message comparison unit 1541.

The correction unit 1543 modifies the template message selected by the template message selection unit 1521 with reference to the difference information extracted by the message comparison unit 1541. When the number of changes recorded by the change number recording unit 1542 exceeds a predetermined threshold value, the correction unit 1543 refers to the difference information and corrects and optimizes the change source template message. The correction unit 1543 records the corrected template message in the template message DB 142.

The correction unit 1543 notifies the terminal used by the administrator of the crisis response support device 10 with a message indicating that the template message has been modified and the workflow identification information corresponding to the modified template message. Alternatively, the correction unit 1543 may output this message from the display unit 12 of the crisis response support device 10. Of course, the correction unit 1543 may output this message by voice from the crisis response support device 10. By confirming this message, the administrator can extract the workflow corresponding to the modified template message as a workflow review candidate and review the extracted workflow.

[Processing of message composition]
Next, the process of creating a transmission message by the message creation unit 152 will be described. 6 and 9 are diagrams showing an example of the template message stored in the template message DB 142 shown in FIG. 5, FIG. 7, FIG. 8 and FIG. 10 are diagrams showing an example of a transmission message created by the message creation unit 152 shown in FIG.

For example, a case where the template message selection unit 1521 selects the template message G1 (see FIG. 4) corresponding to the workflow of the ID "01-00-00" specified by the task creation unit 151 and presents it to the terminal 2A as an example. explain.

In this case, the practitioner of the terminal 2A wrote "Sato", "earthquake", and "damage to the collapse of the building" in the entry fields B5, B6, and B7 of FIG. 4, and did not change the other fields and characters. In this case, the crisis response support device 10 applies "Sato", "earthquake", and "building collapse damage" written by the implementer of the terminal 2A to the entry fields B5, B6, and B7, respectively, and otherwise, the template message G1. Create a transmission message M1 (see FIG. 5) showing the characters of. Correspondingly, in order to create a message for transmission to the destination terminal 2B, the practitioner of the terminal 2A only needs to enter his / her name, the crisis event, and the trouble.

Then, as an example, the template message selection unit 1521 selects the template message G2 (see FIG. 6) corresponding to the workflow of the ID "01-01-00" specified by the task creation unit 151 and presents it to the terminal 2A. explain.

In this template message G2, "Environment Department" is in the contact source entry field B11 and "Debris processing group" is in the contact entry field B12 in correspondence with the information of the workflow ID "01-01-00" in FIG. , "Environment Department" in the entry field B14 of the department to which the client belongs, entry field B19 indicating the content of the contact notification, and the characters "The debris processing group should start arranging to be brought into the temporary storage area." It is shown as.

In this case, the practitioner of the terminal 2A has "Suzuki" and "earthquake" in the entry fields B11 and B19 of FIG. 6, in the personal name entry field B15, the crisis event entry field B16, and the trouble entry field B17. , "Collapse damage of the building" was written, and other columns and characters were not changed. In response to this, as shown in FIG. 7, the creation unit 1522 applies the "Suzuki", "earthquake", and "building collapse damage" written by the implementer of the terminal 2A to the entry fields B15, B16, and B17, respectively. , Other than that, a transmission message M2a showing the characters of the template message G2 as they are is created.

At another time, the practitioner of the terminal 2A writes "Suzuki", "earthquake", and "building collapse damage" in the entry fields B15, B16, and B17 among the entry fields B11 to B19 in FIG. In order to make the instruction text appear earlier, I made a change to move my department name and personal name to the end of the message. In this case, as shown in FIG. 8, the creation unit 1522 applies "Suzuki", "earthquake", and "building collapse damage" written by the practitioner of the terminal 2A to the entry fields B15, B16, and B17, respectively, and further. , Create a transmission message M2b with a change to move the department name and personal name to the end of the message (see frame C2).

Subsequently, an example is a case where the template message selection unit 1521 selects the template message G3 (see FIG. 9) corresponding to the workflow of the ID “01-01-01” specified by the task creation unit 151 and presents it to the terminal 2A. Explain to.

In this template message G3, in correspondence with the information of the workflow ID "01-01-01" in FIG. 3, "debris processing group" is in the entry field B21 of the contact source, and "debris processing charge" is in the entry field B22 of the contact. , "Debris processing group" in the entry field B24 of the requester's department, entry field B29 indicating the content of the contact notification, and the text "The debris processing staff should start setting up the temporary storage area based on the processing plan." It is shown as a template.

On the other hand, the practitioner of the terminal 2A has "Takahashi" and "Takahashi" in the entry fields B21 to B29 in FIG. 9, in the personal name entry field B25, the crisis event entry field B26, and the trouble entry field B27. I wrote "earthquake" and "damage to collapse of buildings". Then, the practitioner of the terminal 2A changed the character next to the entry field B27 from "has occurred" to "expected to occur". In addition, the practitioner of Terminal 2A will start arranging to receive debris from the temporary storage area from "We have started to arrange for the debris to be brought into the temporary storage area." . ”Was changed.

In response to this, as shown in FIG. 10, the creation unit 1522 applies the "Takahashi", "earthquake", and "building collapse damage" written by the implementer of the terminal 2A to the entry fields B25, B26, and B27, respectively. , Change the next letter in the entry field B27 to "Expected to occur" (see frame C3), and start arranging for the next letter in the entry field B28 to "deliver debris to the temporary storage area". ”(Refer to frame C4) to create a transmission message M3.

In this way, the crisis response support device 10 presents the template messages G1 to G3 in which the entry information can be selected in each entry field corresponding to the workflow to the sender terminal 2A, so that the implementer can be presented with the template messages G1 to G3. You can smoothly navigate the corresponding correspondence.

Then, in the present embodiment, since the implementer of the terminal 2A uses the template messages G1 to G3, it is not necessary to fill in all the transmission messages to the destination terminal 2B, and the transmission message can be performed in a short time. Can be filled in. Therefore, in the present embodiment, it is possible to reduce the burden on the implementer who devotes himself to communication.

Further, since the crisis response support device 10 can create a transmission message only by changing only the part of the template message corresponding to the transmission information from the terminal 2A, the information aggregation in the crisis response support device 10 is high speed. It is also possible to save labor in progress management.

[Processing of template message correction part]
Next, the process of correcting the template message of the template message correction unit 154 will be described. 11 and 12 are diagrams for explaining the correction process of the template message of the template message correction unit 154 shown in FIG. 1.

First, the modification process for the template message G2 (see FIG. 6) will be described with reference to FIG. The threshold value for the number of changes is, for example, "3". Therefore, when the modification unit 1543 records that the change of the template message G2 (see FIG. 6) exceeds the threshold value of 3 times by, for example, the template change number recording unit 1542, the position of the corresponding component is recorded. Correct the text of the information and template message G2.

For example, the correction unit 1543 refers to the difference information extracted from the difference DB 144 by the message comparison unit 1541 regarding the template message G2. Specifically, as described with reference to FIG. 8, the sender's department name and personal name in the template message G2 are moved to the end of the message body by the implementer of the terminal 2A. This movement correction is recorded as difference information. Therefore, the correction unit 1543 modifies the input fields B44 and B45 of the transmission source department name and personal name to the end of the message body (see frame C11) (see (1) in FIG. 11).

In the template message G2a modified in this way, the department name and personal name of the sender are moved to the end of the message body, and the instruction text is displayed one step higher. Therefore, in the transmission message based on this template message G2a, the instruction sentence appears earlier, so that the practitioner who receives this message can read the instruction earlier (see (2) in FIG. 11).

Further, the modification process for the template message G3 (see FIG. 9) will be described with reference to FIG. As shown in the explanations of FIGS. 9 and 10, the practitioner of the terminal 2A predicts that "has occurred" (see FIG. 9) in the second line of the text of the template message G3. It has been changed to "Masu".

In order to deal with fluctuations in such words (see (1) in FIG. 12), the correction unit 1543 is expected to generate "has occurred" or "has occurred" as in the template message G3a. We will make a correction to newly provide a pull-down type entry field B40 that allows you to select words such as "masu". That is, since the predicate and the conjunction have variations, the correction unit 1543 newly generates an entry field B40 which is a pull-down list (see (2) in FIG. 12). In the template message G3a modified in this way, the predicate and the conjunction have more choices (see (3) in FIG. 12), so that the practitioner of the terminal 2A selects a suitable character from the pull-down list B40. You only have to do it, and you don't have to change the text.

In this way, the template message correction unit 154 automatically corrects the position information of the corresponding component and the text of the template message based on the difference information indicating the correction history. Therefore, in the present embodiment, it can be said that the more the template message is used, the more the optimal template message is created for the contact work of the implementer. That is, in the present embodiment, when the number of times and changes are made exceeding a predetermined threshold value, the template message is automatically corrected based on the difference information, so that the template message can be optimized.

Further, the correction unit 1543 notifies the terminal used by the administrator of the crisis response support device 10 with a message indicating that the template message has been modified and the workflow identification information corresponding to the modified template message. By confirming this message, the administrator extracts the workflow corresponding to the modified template message as a workflow review candidate, and reviews the extracted workflow. Therefore, in the present embodiment, the workflow corresponding to the template message can be extracted as a review candidate along with the modification of the template message, so that the workflow can be optimized.

[Processing procedure for message creation support processing]
Next, the processing procedure of the message creation support processing performed by the crisis response support device 10 will be described. FIG. 13 is a flowchart showing a processing procedure of the message creation support process performed by the crisis response support device 10 shown in FIG.

As shown in FIG. 13, first, the task creation unit 151 specifies a workflow, which is an action item at the time of crisis response, based on the input information, and instructs the task of the specified workflow (step S1). Subsequently, the message creation unit 152 performs a message creation process for creating a transmission message for communication exchanged between various places and corresponding to the workflow based on the template message corresponding to the workflow (). Step S2). The message transmission unit 153 performs a message transmission process of transmitting the transmission message created by the message creation unit 152 to the transmission destination terminal 2B (step S3).

Subsequently, the template message correction unit 154 performs a template message correction process for correcting the template message used for creating the transmission message (step S4). Then, the control unit 15 determines whether or not there is any remaining work in the task (step S5). When the control unit 15 determines that there is remaining work in the task (step S5: Yes), the control unit 15 returns to step S2. On the other hand, when the control unit 15 determines that there is no remaining work in the task (step S5: No), the control unit 15 ends the message creation support process.

[Processing procedure for message composition processing]
Next, the processing procedure of the message creation process (step S2) shown in FIG. 13 will be described. FIG. 14 is a flowchart showing a processing procedure of the message creation process shown in FIG.

As shown in FIG. 14, in the message creation unit 152, the template message selection unit 1521 determines whether or not there is a template message associated with the task (step S11). When the template message selection unit 1521 determines that there is a template message associated with the task (step S11: Yes), the template message selection unit 1521 selects the template message associated with this task (step S12). The selected template message is presented to the terminal 2A and displayed (step S13). The creation unit 1522 receives the information to be entered in the template message by the terminal 2A from which the message is sent (step S14).

On the other hand, when the template message selection unit 1521 determines that there is no template message associated with the task (step S11: No), the message creation unit 152 presents the message input form to the source terminal 2A, and presents the message input form. Display (step S15). Then, the creation unit 1522 receives the entry information of the message input form by the terminal 2A from which the message is sent (step S16).

The creation unit 1522 creates a transmission message by using the entry information in the template message or the entry information in the message input form by the terminal 2A from which the message is sent (step S17). When the input information for the template message is used, the creation unit 1522 creates a transmission message that reflects the input information for the template message. When the entry information of the message input form is used, the creation unit 1522 creates a transmission message indicating the entry information of the message input form. The creation unit 1522 outputs the created transmission message to the message transmission unit 153.

[Template message correction process]
Next, the processing procedure of the template message correction processing (step S4) shown in FIG. 13 will be described. FIG. 15 is a flowchart showing a processing procedure of the template message correction process shown in FIG.

As shown in FIG. 15, in the template message correction unit 154, the message comparison unit 1541 compares the template message selected by the template message selection unit 1521 with the message actually transmitted to the terminal 2B (step S21). Then, the message comparison unit 1541 determines whether or not there is a difference between the template message and the message actually transmitted to the terminal 2B (step S22).

When the message comparison unit 1541 determines that there is a difference between the template message and the transmitted message (step S22: Yes), the change count recording unit 1542 adds 1 to the change count of the template message and records it (step S23). ). Then, the correction unit 1543 determines whether or not the change number x recorded by the change number recording unit 1542 exceeds an arbitrary threshold value n (step S24).

When the correction unit 1543 determines that the number of changes x exceeds the threshold value n (step S24: Yes), the correction unit 1543 modifies the template message selected by the template message selection unit 1521 with reference to the difference information of the difference DB 144 (step S24: Yes). Step S25).

Subsequently, the correction unit 1543 notifies the terminal used by the administrator of the crisis response support device 10 with a message indicating that the template message has been modified and the workflow identification information corresponding to the modified template message ( Step S26), the template message correction process is completed. When the message comparison unit 1541 determines that there is no difference between the template message and the transmitted message (step S22: No), or when the correction unit 1543 determines that the number of changes x does not exceed the threshold value n (step S24). : No), end the template message correction process.

[Effect of Embodiment]
It is difficult for the crisis response support system to assume all response patterns for crisis response and determine the workflow in detail when reporting the status of crisis response such as natural disasters and cyber attacks and exchanging various information. Normally, some common correspondence is set as a general workflow, and it is flexibly dealt with according to the situation. At that time, communication work between or within the organization is indispensable.

Therefore, in the present embodiment, a message template corresponding to the workflow is prepared in advance and presented to the sender in an editable state. As a result, in the present embodiment, it is possible to flexibly manage the response such as navigating the response to the implementer, reducing the burden of contacting, speeding up information aggregation, and responding cases according to the situation.

Further, in the present embodiment, by changing the template message according to the difference between the template message and the actually transmitted message, it is possible to extract workflow review candidates and optimize the template message, and respond to a crisis. Can be appropriately supported.

Therefore, according to this embodiment, the response of the implementer is navigated for the action items of the crisis response, and then the burden of the implementer's communication work such as detailed instructions and reports is reduced, and the response is flexibly managed. It is possible to realize the form comprehensively and save labor in progress management.

[System configuration, etc.]
Further, each component of each of the illustrated devices is a functional concept, and does not necessarily have to be physically configured as shown in the figure. That is, the specific form of distribution / integration of each device is not limited to the one shown in the figure, and all or part of them may be functionally or physically distributed / physically in arbitrary units according to various loads and usage conditions. It can be integrated and configured. Further, each processing function performed by each device may be realized by a CPU and a program analyzed and executed by the CPU, or may be realized as hardware by wired logic.

Further, among the processes described in the present embodiment, all or part of the processes described as being automatically performed can be manually performed, or the processes described as being manually performed can be performed. All or part of it can be done automatically by a known method. In addition, the processing procedure, control procedure, specific name, and information including various data and parameters shown in the above document and drawings can be arbitrarily changed unless otherwise specified.

[program]
FIG. 16 is a diagram showing an example of a computer in which the crisis response support device 10 is realized by executing a program. The computer 1000 has, for example, a memory 1010 and a CPU 1020. The computer 1000 also has a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. Each of these parts is connected by a bus 1080.

The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM 1012. The ROM 1011 stores, for example, a boot program such as a BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to the hard disk drive 1090. The disk drive interface 1040 is connected to the disk drive 1100. For example, a removable storage medium such as a magnetic disk or an optical disk is inserted into the disk drive 1100. The serial port interface 1050 is connected to, for example, a mouse 1110 and a keyboard 1120. The video adapter 1060 is connected to, for example, the display 1130.

The hard disk drive 1090 stores, for example, the OS 1091, the application program 1092, the program module 1093, and the program data 1094. That is, the program that defines each process of the crisis response support device 10 is implemented as a program module 1093 in which a code that can be executed by the computer 1000 is described. The program module 1093 is stored in, for example, the hard disk drive 1090. For example, the program module 1093 for executing the same processing as the functional configuration in the crisis response support device 10 is stored in the hard disk drive 1090. The hard disk drive 1090 may be replaced by an SSD (Solid State Drive).

Further, the setting data used in the processing of the above-described embodiment is stored as program data 1094 in, for example, a memory 1010 or a hard disk drive 1090. Then, the CPU 1020 reads the program module 1093 and the program data 1094 stored in the memory 1010 and the hard disk drive 1090 into the RAM 1012 and executes them as needed.

The program module 1093 and the program data 1094 are not limited to those stored in the hard disk drive 1090, but may be stored in, for example, a removable storage medium and read by the CPU 1020 via the disk drive 1100 or the like. Alternatively, the program module 1093 and the program data 1094 may be stored in another computer connected via a network (LAN, WAN, etc.). Then, the program module 1093 and the program data 1094 may be read by the CPU 1020 from another computer via the network interface 1070.

Although the embodiment to which the invention made by the present inventor is applied has been described above, the present invention is not limited by the description and the drawings which form a part of the disclosure of the present invention according to the present embodiment. That is, all other embodiments, examples, operational techniques, and the like made by those skilled in the art based on the present embodiment are included in the scope of the present invention.

1 Crisis response support system 2A, 2B terminal 3 Network 10 Crisis response support device 11 Input unit 12 Display unit 13 Communication unit 14 Storage unit 15 Control unit 141 Workflow database (DB)
142 Template message DB
143 Parts DB
144 Difference DB
151 Task creation unit 152 Message creation unit 153 Message transmission unit 154 Template message correction unit 1521 Template message selection unit 1522 Creation unit 1541 Message comparison unit 1542 Change count recording unit 1543 Correction unit

Claims (5)

A template message storage unit that stores multiple template messages that are associated with workflow, which is an action item for crisis response, and is a template for communication messages exchanged between various locations.
A specific part that identifies the workflow, which is an action item at the time of crisis response, based on the input information,
A selection unit that selects a template message corresponding to the workflow specified by the specific unit from the template message storage unit and presents the selected template message to the terminal of the message sender.
A creation unit that creates a transmission message that reflects the input information to the template message by the terminal that sent the message, and
A comparison unit that compares the transmission message with the template message selected by the selection unit and extracts difference information between the transmission message and the template message.
A correction unit that modifies the template message selected by the selection unit with reference to the difference information and records the modified template message in the template message storage unit.
A change count recording unit that records the number of changes to the template message selected by the selection unit based on the difference information extracted by the comparison unit, and a change count recording unit.
Have a,
The correction unit is a crisis response support device that corrects a template message selected by the selection unit when the number of changes recorded by the change number recording unit exceeds a predetermined threshold value . The correction unit is characterized in that a message indicating that the template message has been modified and the workflow identification information corresponding to the modified template message is notified to the terminal used by the administrator of the crisis response support device. The crisis response support device according to claim 1 . According to claim 1 or 2 , the template message is characterized in that a plurality of characters that are candidates for the constituent elements constituting the template message can be selected and the characters included in the template message can be rewritten. The listed crisis response support device. The crisis response support device according to any one of claims 1 to 3 , further comprising an output unit that outputs the difference information extracted by the comparison unit. It is a crisis response support method executed by the crisis response support device.
The crisis response support device has a template message storage unit that is associated with a workflow, which is an action item at the time of crisis response, and stores a plurality of template messages that are templates for communication messages exchanged between various places.
A specific process that identifies the workflow, which is an action item at the time of crisis response, based on the input information,
A selection step of selecting a template message corresponding to the workflow specified in the specific step from the template message storage unit and presenting the selected template message to the terminal of the message sender.
The process of creating a transmission message that reflects the input information to the template message by the terminal that sent the message, and the creation process.
A comparison step of comparing the transmission message with the template message selected in the selection step and extracting difference information between the transmission message and the template message.
A correction step of modifying the template message selected in the selection step with reference to the difference information and recording the modified template message in the template message storage unit.
A change count recording step of recording the number of changes to the template message selected in the selection step based on the difference information extracted in the comparison step, and a change count recording step.
Only including,
The correction step is a crisis response support method, characterized in that, when the number of changes recorded in the change number recording step exceeds a predetermined threshold value, the template message selected in the selection step is corrected .