JPH11238064A - Data base generating method, information storage and retrieval device, and recording medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To easily structure a data base for open information which can be made open to many unspecified users and to increase the utility value by generating the data base by storing open information, generated by deleting extracted characteristic information from gathered information, in a storage means so that it can be retrieved. SOLUTION: A question and answer information conversion part 12 decomposes question and answer information into one question units and deletes characteristic information on a customer to generate question and answer information (open information) which can be made open to many unspecified users. A question and answer information registration part 14 registers the open information generated by the question and answer information conversion part 12 in a question and answer data base 13. The question and answer data base 13 stores the open information which can be made open to many unspecified users so that it can be retrieved. Then a question and answer retrieval part 15 retrieves the question and answer information corresponding to an index word from the question and answer data base 13 when the index word is inputted.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method for creating a database storing, for example, replies to complaints and inquiries from customers for products sold. Also,
The present invention relates to an information storage and retrieval device for creating a database in which, for example, responses to claims and inquiries from customers for products sold are stored, and searching this database to respond to complaints and inquiries from each customer. .

[0002]

2. Description of the Related Art A department serving as a contact point for inquiries from customers is called a help desk or a customer consultation desk. With technological advances,
As the functions of the products become more complex, the demand for these contact points is increasing, and more companies are setting up help desks and customer consultation desks to meet this demand. At these inquiries, the operator accepts customer inquiries, answers those that can be answered on the spot, and experts who do not answer answer by investigating.

[0003] In the inquiry window, the rate at which the same inquiry is repeated from different customers is large. Therefore, the function of accumulating past questions and answers in a database, searching them and making them available for answers is an essential function for a system that supports an inquiry window. The received inquiry and its answer are stored in the database as they are, and when a new inquiry comes in, it is possible to check by keyword search or the like whether the same or similar inquiry has been answered in the past.

[0004]

With the spread of the Internet, frequently asked questions (FAQ: Frequently Asked Questions)
An inquiry window for providing a service for releasing a collection of ly Asked Questions to a customer who has contracted has come out. However, at present, a large amount of question-response information can be stored in the inquiry window, but a FAQ answer collection is created independently and separately.

[0005] At the inquiry window, the accepted inquiry and the answer are stored as they are. ・ Since the explanation is so detailed, it is difficult for anyone other than the customer to be answered. If multiple questions are asked at the same time, the negative effect is that they are not separated and may contain customer-specific information that may not be known to third parties. The information cannot be disclosed to customers.

[0006] As a result, there is a problem that in order to create the question-and-answer information for public use, it is necessary for a person to perform new work. As a result, the database of all the question and answer information received from each customer is not disclosed, and only the small-scale question and answer information is disclosed as a FAQ answer collection. The information you seek cannot be found in it.

[0007] In view of the above problems, the present invention can easily create a database of public information that can collect information dependent on a specific user and release the information to an unspecified number of users, and can reduce the utility value. It aims to provide a high database creation method.

[0008] Further, a database of public information that can be disclosed to an unspecified number of users by collecting information depending on a specified user can be easily created, and information search by an unspecified number of users can be easily performed. An object of the present invention is to provide an information storage and retrieval device.

[0009]

Means for Solving the Problems (1) In the database creation method of the present invention, unique information dependent on an individual is extracted from collected information, and the extracted unique information is deleted from the collected information. The generated public information is stored in a storage means in a searchable manner to create a database.

According to the present invention, it is possible to easily create a database of public information having a high utility value which can be collected by collecting information dependent on a specific user and made available to an unspecified number of users. (2) The database creation method of the present invention extracts public information generated by extracting unique information depending on an individual from the collected information and deleting the extracted unique information from the collected information. A database creation method for creating a database by storing it in a searchable manner in a first storage unit, wherein the public information stored in the first storage unit is distributed and searched in a second storage unit of a distribution destination. The public information to be stored and distributed as possible is selected such that the contents of the second storage means match the contents of the first storage means.

According to the present invention, it is possible to easily create a database of high-use-value public information that can collect information dependent on a specific user and release the information to an unspecified number of users.
Further, by distributing the contents of the created database to users, the load at the time of searching can be distributed, and a large number of users can use the public information efficiently.

(3) An information storage and retrieval apparatus according to the present invention comprises: an extracting unit for extracting individual-specific information from collected information; and deleting the unique information extracted by the extracting unit from the collected information. Means for creating public information by performing the above operation, storage means for storing the public information created by the creating means, and search means for searching for the public information stored in the storage means. I do.

According to the present invention, a database of public information that can be disclosed to an unspecified number of users by collecting information dependent on a specified user can be easily created, and information retrieval by an unspecified number of users can be performed. Can be easily performed.

(4) The information storage / retrieval apparatus of the present invention is characterized by an extracting means for extracting unique information depending on an individual from collected information, and deleting the unique information extracted by the extracting means from the collected information. Creating means for creating public information by performing a search, a first storing means for retrievably storing the public information created by the creating means, and distributing the public information stored in the first storing means. Second storage means for storing the contents so that the contents can be searched for at the distribution destination, and the distribution means distributes the contents so that the contents stored in the second storage means and the contents of the first storage means match. Selecting means for selecting public information.

According to the present invention, it is possible to easily create a database of public information that can be disclosed to an unspecified number of users by collecting information dependent on a specified user, and to search for information by an unspecified number of users. Can be easily performed. Further, by distributing the contents of the created database to users, the load at the time of searching can be distributed, and a large number of users can use the public information efficiently.

[0016]

Embodiments of the present invention will be described below with reference to the drawings. (First Embodiment) FIG. 1 shows an example of the configuration of an information storage and retrieval device according to a first embodiment of the present invention.
It is operated by an operator in charge of responding to complaints and inquiries from customers.

As shown in FIG. 1, an information storage and retrieval apparatus according to the present embodiment includes a claim, a question, an inquiry, and the like received from a customer via a telephone, the Internet, or the like. And a question-response information creating unit 11 composed of, for example, a text editor for inputting a response to the question as question-response information in a document. A question-and-response information conversion unit 12 that deletes unique information unique to each customer from the response information to create question-and-response information (public information) that can be disclosed to an unspecified number of persons, A question and answer information registration unit 14 for registering information, and a question and answer database 1 for storing question and answer information (public information) that can be disclosed to an unspecified number of persons in a searchable manner. When composed of question answering information search section 15. for searching a response sentence from the question and answer database 13 to questions from customers.

Further, a user interface unit 5 is provided for an operator to input information necessary for executing processing in each of the above-mentioned components and to present information to the operator. The user interface unit 5 includes a predetermined display device and input devices such as a mouse and a keyboard.

Further, a communication section 9 for connecting the information storage and retrieval apparatus of FIG. 1 to a customer via a predetermined communication line so as to be able to communicate with the customer may be provided (not an essential component). In this case, it is possible to receive a question from the customer using text information such as e-mail on the Internet or the like.

FIG. 2 shows that when a customer is handled,
FIG. 2 shows a specific example of question-and-response information input through the user interface unit 10 and created by the question-and-answer information creation unit 11.

As shown in FIG. 2, the question-response information includes a name for specifying a customer, a question message, and a response message thereto. In FIG. 2, two question messages and a response message for each question message are shown. Two response sentences have been input according to a predetermined format. In addition, the question response information includes unique information unique to each customer, such as the name of the customer and a contact address unique to the customer.

Here, the format for creating the question-response information is as follows: a character string "[Question]" is input at the beginning of a question sentence, and a character string "[response]" is entered at the beginning of the response sentence Enter

When inputting a question sentence of one unit, first input "Q" at the beginning of the sentence, then input ":" and then input the question sentence. When inputting a response sentence of one unit, first, input "A" at the beginning of the sentence, then input ":", and then input the response sentence.

The question sentence and the response sentence are associated with the input order. For example, the first response message corresponds to the first question message. It is preferable that such a simple one is used.

The question-and-response information conversion unit 12 decomposes the question-and-answer information in a format as shown in FIG. 2 into one question unit and deletes the unique information of the customer therein, thereby making it open to an unspecified number of customers. Question-response information (public information) that can be created is created.

FIG. 3 is a flowchart for explaining the processing operation of the question response information conversion unit 12. First, the question-and-response information conversion unit 12 decomposes the question-and-answer information into question units based on the following rules corresponding to the above format from the question-and-answer information created by the question-and-answer creation unit 11 (step S1 to step S2).

Rule 1 If there is a line beginning with "Q" or "A", a line after ":" in the line beginning with "Q" is a question sentence, and a line after ":" in the line beginning with "A" is a response sentence. Interpret. When there are a plurality of such lines, the part sandwiched between the lines is interpreted as a question sentence or a response sentence, respectively. The correspondence between the question sentence and the response sentence is determined by the order in which they appear. In other words, the first appearing question sentence and the first appearing response sentence are processed as corresponding.

Rule 2 If there is a line starting with "Q" between the characters "question" and the character "response" and a line starting with "A" after the character "response", rule 1 Process according to.

Rule 3 When neither rule 1 nor rule 2 applies, the range from [question] to [response] is processed as one question, and the response after [response] is processed as the corresponding response.

FIG. 4 shows a result of decomposing the question answer information of FIG. 2 into question units. Next, in step S3, the document information of the question response decomposed in this way is subjected to morphological analysis.
The morphological analysis is a technique for decomposing a sentence into morphemes and analyzing a part of speech, and is a technique that has been established in natural language analysis such as machine translation. Please refer to.

In step S4, information unique to the customer is extracted based on the result of the morphological analysis of the decomposed question answering information, and the portion is deleted. The extraction of the customer unique information and the determination of the range to be deleted are performed based on the following conditions. Extraction conditions for unique information When the beginning of a sentence is a character string "customer" or "<proper noun>like" Suzuki ", it is extracted as unique information. -Range to be deleted The entire sentence including the unique information. That is, up to the period. If "()" is before and after the range to be deleted, it is also deleted.

In the present embodiment, the unique information of the customer is extracted with reference to the result of the morphological analysis. However, the judgment is made only by the character string predetermined as the unique information, for example, the character string information such as “customer”. May be. Further, using morphological analysis, a more complicated condition, for example, a description of a regular expression of a morphological pattern may be used as a dictionary, and matching with those patterns may be used as an extraction condition. The range to be deleted is not limited to a period, but there is also a form in which a morphological pattern is described by a regular expression, and the collated range is deleted.

Since the question-response information (# 1) of FIG. 4 includes the unique information “Saito-sama”, the entire sentence including this character string is deleted, and the question-response information shown in FIG. Is obtained.

The question and answer database 13 is a database for storing question and answer information obtained as a result of executing the processing shown in the flowchart of FIG. 3 by the question and answer information conversion unit 12, and includes an index file 13a and a question and answer file 13b. Is done.

The index file 13a is a file for obtaining a list of question answering information in which the index word appears using the index word as a key. The list includes the position of the question and answer information in which the index word in the question and answer file 13b appears. The question response file 13b stores the document information of the question response. The structure of the question answering database 13 is established in the field of information search. For details, see, for example, "Tetsuro Ito: Information Search, Shokodo, 1986".

FIG. 6 is a flowchart for explaining the processing operation of the question answering information registration unit 14. When each piece of question-response information, for example, as shown in FIG. 5, which is a processing result of the question-response information conversion unit 12, is input (step S1).
1) First, index words are extracted (step S12).

To extract an index word from question answer information,
A dictionary (index word dictionary) storing character strings to be used as index words is prepared in advance in the question and answer information registration unit 14, and character strings included in each question and answer information and character strings included in the index word dictionary are stored. The comparison is performed by the longest match method. Then, the question answer information from which the index terms are extracted is added to the end of the question answer file 13b (step S13), and the index file 13a is updated for each extracted index term (step S13).
14). In this case, in the index file 13a, at least the recording position information (for example, pointer information) of the question answer file 13b of the question answer information including the index word is registered for each index word. See also the above reference for the update method of the index file.

The question-response information registration unit 14 presents question-response information to be registered to the operator via the user interface 10 before executing the registration processing as shown in FIG. May be added. In the confirmation, it is possible to select the registration after correcting the question and answer information. In addition, a configuration may be used in which the question-and-response information search unit 15 can be used to check whether question-and-response information with the same content has been registered.

When an operator inputs an index word as a search key via the user interface unit 10 via the user interface unit 10, the question answering information search unit 15 uses the logical formula (for example, whether or not all input search words are included ( (Logical AND) or whether at least one of the input search terms is included (logical sum), and retrieves the corresponding question and answer information from the question and answer database 13. For each index term constituting the logical expression, a list of the question-and-answer information that appears is examined, and a logical product or a logical sum between the lists is calculated according to the search expression. Ask for a list.

Finally, based on the position information in the list of the question and answer information obtained in this way, the question and answer information of the search result is stored in the question and answer file 13b of the question and answer database 13.
Remove from

When the operator receives a question via, for example, e-mail, facsimile, telephone, or the like via the communication unit 9, the user answers the question-and-answer information via the user interface unit 10 using a search term recognized from the question as a search key. All that is required is to input the information to the search unit 15. Since the retrieved response sentence does not depend on the customer, it can respond to the customer of the inquiry destination as it is.

In this embodiment, the search is performed by using the logical expression of the index word. However, the search may be realized by a statistical method such as the vector space method. For the implementation method, see, for example, the above reference.

Further, in the above embodiment, when the question-and-response information creating unit 11 creates the question-and-answer information, the response sentence includes a sentence including the unique information of the customer (unique answer sentence) and a sentence not including the unique information (general response sentence) Response sentence). That is, the question answering information creating unit 11
May be presented via the user interface to prompt the operator to input the response sentence separately into the unique response sentence and the general response sentence.

In FIG. 7, a question sentence is input in the question field as described above. For example, when a communication unit 9 is provided for connecting the information storage and retrieval device of FIG. 1 to a customer via a predetermined communication line so as to be able to communicate with the customer, the customer asks questions using text information such as e-mail via the Internet or the like. When received, the contents of the received text sentence may be displayed as it is in the question field of FIG. When receiving by voice or image such as telephone or fax, the operator fills in the question field.

In the general response information field of FIG. 7, a general response sentence that does not include customer-specific information is entered by the operator. In the information field of the unique response, a unique response sentence according to the situation and environment of the customer is entered.

When creating the question and answer information using the input screen as shown in FIG. 7, the question and answer information converting unit 12
The contents of the question field and the general response information field are transferred to the question and answer database 1 through the question and answer information registration unit 14.
Register to 3. If the information field of the general response is empty, it is not registered.

A response is made to the customer by connecting the contents of the information field of the general response and the information field of the unique response. For example, when responding by e-mail, a response sentence connecting the contents of the information field of the general response and the information field of the unique response is used as the text of the e-mail,
A reply may be made via the communication unit 9.

As described above, by separately inputting a general response sentence that does not depend on the customer and a response sentence that depends on the customer, it is possible to perform the processing without performing any special processing (the unique information in the question-response information conversion unit 12). Customer unique information can be separated (without performing extraction and deletion processing of the customer).

As described above, according to the first embodiment, the operator of the inquiry window can open to the customer only by inputting the question message and the response message (including the unique information dependent on the customer). No) The question answering database 13 can be constructed. (Second Embodiment) FIG. 8 shows an example of the configuration of an information storage and retrieval apparatus according to a second embodiment of the present invention, which is characterized in that the load of database retrieval can be distributed.

In FIG. 8, the same portions as those in FIG. 1 are denoted by the same reference numerals, and different portions will be described. That is, the question and answer database 13 in FIG. 1 is divided into an operator question and answer database 131 in FIG. 8 and a customer question and answer database 132 provided for each customer, in order to maintain consistency between them. A consistency control unit 16 has been added. Further, in FIG. 8, the question-and-response information search unit 15 shown in FIG. A question-and-answer information search unit 15 provided for each customer for searching.
It is divided into two.

The customer question-response database 132 and the customer question-response information search unit 152 are functions provided in the terminal on the customer side. Each of the customer terminals is communicably connected to the consistency control unit 16 via a predetermined communication line.

The operator's question and answer database 131
The question and answer database 132 for customers has the same configuration, and has a search file (131a, 132a) and a question and answer file (131b, 132b), respectively. The construction of the operator question and answer database 131 is almost the same as that of the first embodiment. The difference from the question answer database 13 of FIG.
1b, 132b) has the following attribute information in each question response information. FIG. 9 shows a specific example of the question and answer information in the question and answer file 13b.

As shown in FIG. 9, the question-and-response information includes, in addition to the question message and the response message, a timestamp recorded by the question-and-response information registration unit 14 as the date and time when the question-and-response information was registered, The product classification to which the response information belongs is included.

The product category may be used, for example, when presenting a list of question-response information belonging to each product category to the operator. When creating the question and answer information in the question and answer information creating unit 11,
Alternatively, when the question-response information registration unit 14 registers the question-response information, the operator selects from a product classification table presented in advance, or inputs an appropriate product classification, and the question-response information is registered. May be recorded as shown in FIG. Further, similarly to the method adopted by the question-and-response information conversion unit 12, it may be extracted from a question sentence and a response sentence based on a format and morphological analysis.

As described in the first embodiment, only the general response sentence is registered in the question answering file 131b. In response to a request from the customer (a request may be automatically issued from the customer terminal at predetermined intervals), the coherence control unit 16 sends the customer's question and answer database from the operator's question and answer database 131 to the customer's question and answer database. 13
2 is downloaded via a network. At the time of activation, the customer inputs a predetermined customer ID.

The coherence control unit 16 holds a table indicating, for each customer ID, a product classification corresponding to the customer ID (for which question-response information can be provided). By referring to this table, the question and answer information of the product that can be downloaded to the customer is selected.

From the customer terminal, for example, the latest time stamp of the question and answer information currently stored in the customer's question and answer database 132 is notified, and a request for downloading the question and answer information is made. And the consistency control unit 16 refers to the table to obtain a product classification corresponding to the customer ID of the customer, and, in the question response information of the product classification, the date and time indicated by the notified time stamp. Is retrieved from the operator's question and answer database 131 having the latest time stamp. Then, the searched question and answer information is downloaded to the customer question and answer database 132 of the customer. In this way, the customer terminal database 13
2, the latest question and answer information about the product predetermined for the customer is registered.

The question-and-answer information search section 151 for the operator and the question-and-answer information search section 152 for the customer have the same functions as the question-and-answer information search section 15 in FIG. The customer question and answer database 132 via the customer question and answer information search unit 152
Is the same as described above. That is, when an index word is input as a search key, based on the logical expression (for example, include all input search words (logical product), or include at least one of the input search words) (OR) The relevant question and answer information is retrieved from the customer question and answer database 132. Examine the list of question-and-answer information that appears for each index term that makes up the logical expression,
By obtaining a logical product or a logical sum between the lists in accordance with the search formula, a list of question answering information as a result of the search formula is obtained. Then, based on the position information in the list of the question and answer information thus obtained, the question and answer information of the search result is extracted from the question and answer file 132b of the customer's question and answer database 132.

If the customer does not get a response to the question even after searching the question answering database 132 in his / her own terminal, the customer directly contacts the operator in the same manner as in the above-described first embodiment ( For example, e-mail, fax,
Phone, etc.) to obtain a response to the question. The result of the question and answer is stored in the operator's question and answer database 131 in the same manner as described in the first embodiment, and further, according to the product classification determined by the customer via the consistency control unit 16.
It also spreads to the customer question and answer database 132.

As a modification of the second embodiment, FIG.
An information storage and retrieval device having a configuration as shown in FIG. In FIG. 10, the same portions as those in FIG. 8 are denoted by the same reference numerals, and different portions will be described. That is, the operator question and answer database 131 further includes
It has a unique response file 131c.

In the unique response file 131c, a sentence (unique response sentence) including unique information extracted from the response sentence to the question from each customer by the question / response information conversion unit 12 is registered.

The sentence including the unique information (unique response sentence) extracted from the answer sentence to the question from each customer by the question-and-response information conversion unit 12 is registered with the ID of the customer and (the question-and-answer file 131b). The question-and-response information registration unit 14 associates the unique response sentence with the ID of the general response sentence, and deletes the unique response sentence from the response sentence.
Register to 31c.

When transferring the question and answer information to the requesting customer terminal, the coherence control unit 16 searches the unique response file 131c using the ID of the question and response information to be transferred, and searches the unique response file 131c having the same ID. A response sentence having the same customer ID is added to (response sentence of) the question response information and transferred.

As a result, detailed information (a response sentence including a unique response sentence) is downloaded to each customer as to the question response information created when asking a question by himself / herself. As described above, according to the second embodiment, a question-response information database in which customer-specific information is deleted and questionable-response information that can be disclosed can be distributed to each customer. Load can be distributed. The consistency control unit 16 can also search the latest question and answer information on the customer site.

As described above, the first and the second
According to the embodiment, question-response information that can be disclosed to an unspecified number of customers can be accumulated only by responding to a specific customer. When the customer searches this question response information, the response can be checked without inquiring the operator. Further, by distributing the question and answer information to the customers, the load at the time of searching for the question and answer information can be distributed, so that many customers can efficiently use the published question and answer information.

The method described above can be realized using a computer system such as a personal computer. For example, a magnetic disk (a floppy disk, a hard disk, Such),
It can also be stored and distributed on a recording medium such as an optical disk (CD-ROM, DVD, etc.), semiconductor memory, etc., and this is executed by a personal computer on the operator side installed at a claim or an inquiry window, for example.

Also, as a program capable of causing a computer to execute a process of creating a database from the distributed question answering information, a search process, and the like, a magnetic disk (floppy disk, hard disk, etc.), an optical disk (CD-ROM) , A DVD, etc.), a storage medium such as a semiconductor memory, and the like, which can be distributed to a customer's personal computer. In this way, the database creation processing and the information storage / retrieval processing of the present invention can be realized using a normal personal computer.

[0068]

As described above, according to the present invention,
It is possible to easily create a database of public information having a high use value that can be disclosed to an unspecified number of users by collecting information depending on a specific user. Further, by distributing the contents of the created database to users, the load at the time of searching can be distributed, and a large number of users can use the public information efficiently.

[Brief description of the drawings]

FIG. 1 is a diagram schematically showing a configuration example of an information storage and retrieval device according to a first embodiment of the present invention.

FIG. 2 is a diagram showing a specific example of question response information.

FIG. 3 is a flowchart for explaining a processing operation of a question response information conversion unit.

FIG. 4 is a diagram showing a specific example of question response information decomposed in question units.

FIG. 5 is a view showing a specific example of a processing result (question response information from which unique information has been deleted) of the question response information conversion unit.

FIG. 6 is a flowchart illustrating a processing operation of a question answering information registration unit.

FIG. 7 is a diagram showing an example of an input screen used when question-and-answer information is created by a question-and-answer information creation unit;

FIG. 8 is a diagram showing an example of the overall configuration of an information storage and retrieval device according to a second embodiment of the present invention.

FIG. 9 is a diagram showing a specific example of question answer information stored in a question answer database.

FIG. 10 is a diagram showing another configuration example of the information storage and retrieval device according to the second embodiment of the present invention.

[Explanation of symbols]

 11 ... Question-response information creation unit 12 ... Question-response information conversion unit 13 ... Question-response database 14 ... Question-response information registration unit 15 ... Question-response information search unit 16 ... Consistency control unit 131 Question and answer database 151 ... question and answer information search unit for operator 152 ... question and answer information search unit for customer

Claims (7)

[Claims] A public information generated by extracting unique information depending on an individual from collected information and deleting the extracted unique information from the collected information can be searched in a storage means. A database creation method characterized in that a database is created by storing the information in a database. 2. Public information generated by extracting unique information depending on an individual from the collected information and deleting the extracted unique information from the collected information is referred to as a first information.
A database creation method for creating a database by storing the information in a searchable manner in the storage means, and distributing the public information stored in the first storage means and searching the second storage means at a delivery destination. A method of creating a database, wherein the stored public information is selected such that the contents of the second storage means match the contents of the first storage means. 3. Extraction means for extracting unique information dependent on an individual from the collected information, and creation means for deleting the unique information extracted by the extraction means from the collected information to create public information. An information storage and retrieval device, comprising: storage means for storing public information created by the creation means; and search means for searching for the public information stored by the storage means. 4. Extraction means for extracting unique information depending on an individual from the collected information, and creation means for creating the public information by deleting the unique information extracted by the extraction means from the collected information. First storage means for storing the public information created by the creating means in a searchable manner, and distributing the public information stored in the first storage means to store the public information in a searchable destination A second storage means for causing the content stored in the second storage means to match the content of the first storage means, and a selection means for selecting public information to be distributed by the distribution means. An information storage and retrieval device characterized by comprising: 5. Extraction means for extracting unique information dependent on an individual from the collected information, and creation means for deleting the unique information extracted by the extraction means from the collected information to create public information. A storage unit for storing the public information created by the creating unit; a search unit for searching the public information stored by the storage unit; and a machine-readable recording medium recording a program for executing the program. 6. An extracting means for extracting unique information depending on an individual from the collected information, and a creating means for deleting the unique information extracted by the extracting means from the collected information to create public information. A first storage unit for storing the public information created by the creating unit in a searchable manner, and distributing the public information stored in the first storage unit,
A second storage means for storing the data so that it can be searched for at the distribution destination; and the distribution means so that the content stored in the second storage means matches the content stored in the first storage means. A selection means for selecting public information distributed in the above, and a machine-readable recording medium recording a program for executing the above. 7. Extraction of unique information depending on an individual from collected information, and deletion of the extracted unique information from the collected information, distributed from a database storing public information generated. A storage unit for storing public information; and a search unit for searching for the public information stored in the storage unit. A machine-readable recording medium storing a program for executing the public information, wherein the distributed public information is A recording medium selected so that the content stored in the storage means matches the content stored in the database.