WO2011052673A1

WO2011052673A1 - Help information provision device, and help information provision method

Info

Publication number: WO2011052673A1
Application number: PCT/JP2010/069146
Authority: WO
Inventors: 弘輔新藤
Original assignee: 株式会社日立製作所
Priority date: 2009-11-02
Filing date: 2010-10-28
Publication date: 2011-05-05
Also published as: CN102473067A; JP2011096191A

Abstract

Disclosed is a help information provision device that provides useful help information to a user of an application. A help information provision device (100) is connected to enable communication with a user device (30) operated by a user (2) who is using an application (32), and provides help information to the user (2). The help information provision device (100) is configured to be provided with an AP action log storage unit (121) that stores an AP action log (400) which is an action history of the application (32); an operation log storage unit that stores an operation log (500) which is an operation history of the user (2); a help information storage unit (123) that stores help information; and a help information provision processing unit (114) which, if a specific operation with respect to the application (32) has been repeatedly performed exceeding a predetermined number of times on the basis of the AP action log (400) and the operation log (500), acquires help information corresponding to the operation from the help information storage unit (123) and transmits same to the user device (30).

Description

Help information providing apparatus and help information providing method

The present invention relates to a help information providing apparatus and a help information providing method, and more particularly to a technique for providing useful help information to an application user.

=== Import by reference ===
This application claims the priority of Japanese Patent Application No. 2009-252202 filed on November 2, 2009, and is incorporated herein by reference.

In Patent Document 1, in order to provide appropriate operation information to a user who repeatedly makes the same mistake with respect to the in-vehicle navigation device, a detection means for detecting a repeated operation by the user and an operation history of the detected repeated operation are analyzed. An information providing apparatus is described that includes an analysis unit, a specifying unit that specifies operation information to be provided based on the analyzed operation history, and an output unit that outputs the specified operation information.

JP 2008-293153 A

An application executed on a personal computer has a function of providing help information to be referred to by a user when a user who uses the user performs an erroneous operation. However, the help information prepared for the application is limited to information related to an erroneous operation that can be assumed in advance by the developer of the application. If an erroneous operation outside the assumed range is performed, useful help information cannot always be provided to the user.

For example, many graphic editing applications have a function of editing one image as a composition of a plurality of layers. In this case, a user performs an erroneous operation to edit a graphic in another layer while editing in a certain layer. Sometimes. However, help information for such an erroneous operation is not necessarily prepared in the application. Also in the case of the information providing apparatus described in Patent Document 1, operation information is only provided for a previously assumed erroneous operation.

The present invention has been made in view of such problems, and an object thereof is to provide a help information providing apparatus and a help information providing method capable of providing useful help information to an application user. To do.

In order to achieve the above object, one of the main inventions in the present invention is:
A help information providing device that is communicably connected to a user device operated by a user who uses the application and provides help information to the user,
An AP operation log storage unit for storing an AP operation log that is an operation history of the application, including information indicating an operation of the application, a date and time when the operation was executed, and an identifier of the application;
An operation log storage unit that stores an operation log that is a history of the operation of the user, including information indicating the date and time when the user performed the operation and the content of the operation;
A help information storage unit for storing the help information in association with a combination of the contents of the operation and the identifier of the application;
Based on the AP operation log stored in the AP operation log storage unit and the operation log stored in the operation log storage unit, the specific operation is repeatedly performed on the application more than a predetermined number of times. An operation specifying process that outputs a combination of the content of the specific operation and the identifier of the application that is the target of the specific operation when it is determined that the operation is repeatedly performed And
The help information corresponding to the combination of the content of the specific operation output by the operation specific processing unit and the identifier of the application is acquired from the help information storage unit, and the acquired help information is transmitted to the user device. And a help information provision processing unit.

The help information providing apparatus of the present invention determines whether or not the user has repeatedly performed a specific operation based on the AP operation log and the operation log, and determines that the specific operation has been performed repeatedly. The help information corresponding to is retrieved and provided to the user device. That is, the help information providing device automatically detects whether or not the user has made an erroneous operation, searches for help information corresponding to the erroneous operation, and provides it to the user. Can be provided.

Another aspect of the present invention is the above help information providing apparatus,
An unregistered operation notifying unit that outputs information indicating the combination when the help information storage unit does not store the help information corresponding to the combination;
A help information update processing unit that receives input of the help information set for the combination and stores the received help information in the help information storage unit in association with the combination.

As described above, when the help information corresponding to the erroneous operation performed by the user is unregistered, information indicating the erroneous operation (information indicating the combination) is automatically output to indicate that the application is not registered. Notify editors of help information such as developers. In response to this, when the editor inputs help information, the help information providing apparatus stores the input help information in the help information storage unit in association with the corresponding unregistered operation. For this reason, when the user performs the same erroneous operation after the next time, help information corresponding to the erroneous operation can be provided to the user. For this reason, it is possible to notify the user of help information for an erroneous operation outside the assumed range performed by the user, as well as help information preliminarily assumed and prepared such as help information installed in an application or the like. . Therefore, it is possible to quickly provide useful help information to the application user. Also, appropriate help information can be provided to users with low IT literacy.

Another aspect of the present invention is the above help information providing apparatus,
The operation specifying processing unit determines whether or not the AP operation log storage unit stores an AP operation log corresponding to the specific operation. If it is determined that the AP operation log is stored, only the AP operation log is stored. The determination is made as to whether or not the specific operation has been repeated more than a predetermined number of times.

As described above, when the AP operation log storage unit stores the AP operation log corresponding to the specific operation, the help information providing apparatus repeatedly performs the specific operation over a predetermined number of times based only on the AP operation log. Judgment is made as to whether or not it has been performed. According to this, the processing load of the help information providing apparatus is reduced as compared with the case where both the AP operation log and the operation log are referred to, and it is determined whether or not a specific operation is repeatedly performed over a predetermined number of times. Can be done quickly.

Another aspect of the present invention is the above help information providing apparatus,
When the operation identification processing unit detects that the operation log storage unit stores a new operation log, the AP operation log stored in the AP operation log storage unit, and the operation log storage unit Based on the operation log stored by the user, it is determined whether or not the specific operation has been repeatedly performed on the application more than a predetermined number of times. The combination of the contents of the operation and the identifier of the application that is the target of the specific operation is output.

As described above, since the process of the operation identification processing unit is performed when the operation log storage unit detects that a new operation log is stored, the help information providing device can send useful help information to the user device in real time. Can be provided.

The information indicating the operation of the application in the AP operation log includes information for specifying the component of the application that is the target of the operation, and the display range of the component on the display screen of the user device. The information indicating the content of the operation in the operation log includes information indicating the display position on the display screen of the user device where the operation is performed.

The other problems disclosed in the present application and the solutions thereof will be clarified by the description of the mode for carrying out the invention and the drawings.

According to the present invention, useful help information can be provided to the user of the application.

1 is a diagram illustrating a schematic configuration of an information processing system 1. FIG. It is an example of the hardware of the computer 50 which can be used as the user apparatus 30 or the help information provision apparatus 100. 2 is a diagram illustrating main functions implemented in the information processing system 1. FIG. 6 is a diagram illustrating an example of an AP operation log 400. FIG. 5 is a diagram illustrating an example of an operation log 500. FIG. 5 is a diagram illustrating an example of help information 600. FIG. It is a figure which shows an example of the screen displayed on a display apparatus (output device 55) by the application 32. FIG. It is a flowchart explaining operation specific process S800. It is a flowchart explaining help information provision process S900. It is a flowchart explaining unregistered operation notification process S1000. It is a flowchart explaining help information update process S1100.

Hereinafter, embodiments will be described with reference to the drawings. FIG. 1 shows a schematic configuration of an information processing system 1 described as an embodiment. As shown in the figure, an information processing system 1 includes one or more user devices 30 operated by a user 2 and a help information providing device that is communicably connected to the user devices 30 via a communication network 5. 100.

The user device 30 is a device operated by the user 2 in a business in an organization such as a company. The help information providing apparatus 100 is an apparatus operated by an information management department in an organization such as a company. The help information providing apparatus 100 provides help information (Help Message) to be referred to by the user 2 when the user 2 uses the application of the user apparatus 30 to the user apparatus 30 via the communication network 5. Further, the user device 30 is a device operated by the user 2 who uses a service provided by an ASP (Application Service Provider) or the like via the communication network 5, for example. In this case, the help information providing apparatus 100 is an apparatus that is installed in, for example, a data center or the like and provides help information when using the application to the user 2.

The communication network 5 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like. The user device 30 and the help information providing device 100 communicate via the communication network 5 in accordance with a communication protocol (for example, TCP / IP, HTTP (HyperText Transfer Protocol)).

The user device 30 and the help information providing device 100 are computers such as personal computers, office computers, and mainframes. FIG. 2 shows an example of a computer 50 that can be used as the user device 30 or the help information providing device 100.

As shown in the figure, the computer 50 includes a CPU 51 (CPU: Central Processing Unit), a memory 52 (RAM (Random Access Memory), ROM (Read Only Memory), flash memory, etc.), and a storage device 53 (hard disk, semiconductor). Storage device (SSD: Solid State Drive, etc.), input device 54 (keyboard, mouse, etc.) that accepts operation input of user 2, output device 55 (liquid crystal monitor, printer, etc.) that presents information to user 2, and A communication interface 56 (NIC (Network Interface Card, wireless communication module, etc.) is provided.

FIG. 3 shows the main functions realized in the information processing system 1.

In the user device 30, an event-driven operating system is operating. As shown in the figure, the user device 30 includes an operation event generation unit 31, an application 32, an operation event processing unit 321, an AP operation log transmission unit 322, and an operation event transmission unit that are realized under the control of the operating system. 33, the help information receiving unit 34, and the help information display unit 35 are provided. These functions are realized by the CPU 51 of the user device 30 reading and executing a program stored in the memory 52 of the user device 30 or the storage device 53 of the user device 30.

In addition, although the operation event process part 321 and AP operation log transmission part 322 are shown as a function of the application 32 in the same figure, these may be a function implement | achieved independently of the application 32. FIG. Conversely, the operation event generation unit 31, the operation event transmission unit 33, the help information reception unit 34, and the help information display unit 35 are functions provided in the application 32 (for example, functions incorporated (plugged in) into the application 32). There may be.

Among the functions of the user device 30, the operation event generation unit 31 generates an event for the application 32 (hereinafter referred to as an operation event) in accordance with an input signal input from the input device 54, and the generated operation event is displayed. Input to both the application 32 and the operation event transmission unit 33.

The application 32 is software that operates according to the operation input of the user 2. The application 32 is, for example, text creation software or graphic drawing software.

The operation event processing unit 321 executes processing according to the operation event input from the operation event generation unit 31. The functions provided by the application 32 are also basically realized by the operation event processing unit 321 executing processing corresponding to the operation event.

The AP operation log transmission unit 322 generates an AP operation log that is log information in which information related to the operation of the application 32 is recorded, and transmits the generated AP operation log to the help information providing apparatus 100. Details of the AP operation log will be described later.

The AP operation log transmission unit 322 immediately generates an AP operation log and transmits it to the help information providing apparatus 100 when the application 32 performs an operation of the AP operation log generation unit. That is, in the information processing system 1, the AP operation log is provided from the user device 30 to the help information providing device 100 basically in real time.

The operation log transmission unit 33 generates an operation log that is log information in which information related to the operation event input from the operation event generation unit 31 is recorded, and transmits the generated operation log to the help information providing apparatus 100. The operation log transmission unit 33 immediately generates an operation log when an operation event is input from the operation event generation unit 31, and transmits the generated operation log to the help information providing apparatus 100. That is, in the information processing system 1, the operation log is basically provided from the user device 30 to the help information providing device 100 in real time.

The help information receiving unit 34 receives the help information sent from the help information providing apparatus 100 and notifies the help information display unit 35 of the received help information. The help information display unit 35 provides the help information to the user 2 by outputting the notified help information to the output device 55 of the user device 30.

As shown in FIG. 3, the help information providing apparatus 100 includes an AP operation log receiving unit 111, an operation log receiving unit 112, an operation specifying processing unit 113, a help information providing processing unit 114, an unregistered operation notifying unit 115, a help The information update processing unit 116, the AP operation log storage unit 121, the operation log storage unit 122, the help information storage unit 123, and the unregistered operation storage unit 124 are provided.

These functions are realized by the CPU 51 of the help information providing apparatus 100 reading and executing a program stored in the memory 52 of the help information providing apparatus 100 or the storage device 53 of the help information providing apparatus 100. The Among these functions, the AP operation log storage unit 121, the operation log storage unit 122, the help information storage unit 123, and the unregistered operation storage unit 124 are realized by using, for example, a DBMS (DataBaseDataManagement System).

Among the functions of the help information providing device 100, the AP operation log receiving unit 111 receives the AP operation log transmitted from the AP operation log transmitting unit 322 of the user device 30. The AP operation log storage unit 121 stores the AP operation log received by the AP operation log reception unit 111.

FIG. 4 shows an example of the AP operation log. As shown in the figure, this AP operation log 400 is composed of one or more records including items of date and time 411, application operation 412, target 413, object 414, screen coordinates 415, and application ID 416. Yes.

Of the above items, the date and time 411 is set to the date and time when the AP operation log is generated in the user device 30 (date and time when the operation corresponding to the AP operation log is executed).

In the application operation 412, information indicating the operation of the application 32 that triggered the output of the AP operation log is set.

In the target 413, information (hereinafter referred to as a target ID) for specifying the component part of the application 32 that is the target of the operation set in the application operation 412 is set.

In the object 414, information related to the components set in the target 413 is set.

In the screen coordinates 415, the display range of the target 413 on the screen of the display device (output device 55) is set. The value of the screen coordinates 415 shown in the figure is expressed in a coordinate system in which the upper left corner of the screen of the display device is the starting point (X, Y) = (0, 0), and the X and Y coordinate values increase toward the lower right. is doing. In the figure, since the target 413 is assumed to be rectangular, the display position is expressed in the form of (upper left X coordinate, upper left Y coordinate)-(lower right X coordinate, lower right Y coordinate). ing.

In the application ID 416, an identifier (hereinafter referred to as an application ID) that identifies the application 32 that has output the AP operation log is set.

In the user device ID 417, information specifying the user device 30 that has output the log information is set. That is, the example of the AP operation log 400 illustrated in FIG. 4 assumes that a plurality of user devices 30 may be connected to one help information providing device 100.

3 receives the operation log transmitted from the operation log transmission unit 33 of the user device 30. The operation log reception unit 112 illustrated in FIG. The operation log storage unit 122 stores the operation log received by the operation log reception unit 112.

FIG. 5 shows an example of the operation log stored in the operation log storage unit 122. As shown in the figure, the operation log 500 is composed of one or more records including items of date and time 511, operation content 512, attribute 513, operation position 514 on the screen, and user device ID 515. Yes.

Among the items described above, the date and time 511 is set to the date and time when the operation log is generated in the user device 30 (the date and time when the user 2 performed the operation).

In the operation content 512, information for specifying an operation performed in the user device 30 is set.

In the attribute 513, information associated with the operation content 512 is set. In the figure, “left button down”, which is the state of the mouse button during mouse movement, is set corresponding to “mouse movement” of the operation content 512.

In the operation position 514 on the screen, information indicating the position on the display screen (output device 55) where the operation is performed is set.

In the user device ID 515, information specifying the user device 30 that has output the log information is set. That is, the example of the operation log 500 shown in FIG. 4 assumes that a plurality of user devices 30 may be connected to one help information providing device 100.

The user device 30 can be identified by matching the user device ID 417 and the user device ID 515 of the AP operation log 400. The AP operation log 400 and the operation log 500 may be managed for each usage device.

The operation identification processing unit 113 illustrated in FIG. 3 stores the user operation device 30 on the basis of the AP operation log 400 stored in the AP operation log storage unit 121 and the operation log 500 stored in the operation log storage unit 122. On the other hand, the operation performed by the user 2 is specified. Details of the main functions of the operation identification processing unit 113 such as this identification processing will be described later.

The help information provision processing unit 114 searches the help information storage unit 123 for help information corresponding to the operation specified by the operation specifying processing unit 113, and sends the searched help information to the help information receiving unit 34 of the user device 30. Send. When the help information storage unit 123 does not hold help information corresponding to the operation specified by the operation specifying processing unit 113, the help information providing processing unit 114 is referred to as an operation (hereinafter referred to as an unregistered operation). The unregistered operation corresponds to an operation identifier to be described later).

The unregistered operation storage unit 124 stores the unregistered operation notified from the help information provision processing unit 114. The unregistered operation notifying unit 115 sends an unregistered operation stored in the unregistered operation storage unit 124 to the help information such as the developer of the application 32 via the output device 55 or the communication interface 56 of the help information providing device 100. Notify the editor.

The help information update processing unit 116 notifies the help information storage unit 123 of the help information set for the unregistered operation, which is input via the input device 54 or the communication interface 56 of the help information providing device 100. The help information storage unit 123 stores the help information notified from the help information update processing unit 116 in association with the unregistered operation.

FIG. 6 shows an example of help information stored in the help information storage unit 123. As shown in the figure, the help information 600 is composed of one or more records including items of a target 611, an operation 612, an application ID 613, and display contents 614.

In the target 611, the contents of the target 413 shown in FIG. 4 are set. In the operation 612, information specifying an operation performed on the user device 30 is set. The unregistered operation described above is specified by a combination of the value of the target 413 and the value of the operation 612.

In the application ID 613, an application ID of the application 32 that is a target for providing help information is set. In other words, the present embodiment assumes that the help information providing apparatus 100 may provide help information for a plurality of applications 32. In the display content 614, help information provided to the user device 30 (display content displayed on the display device (output device 55) of the user device 30) is set.

FIG. 7 shows an example of a screen displayed on the display device (output device 55) by the application 32. The screen shown in the figure shows an example of a screen displayed on the display device by the application 32 (application ID = graphic editing AP1) which is graphic editing software. As shown in the figure, a window 710 for editing graphics and a window 720 for displaying help information are displayed on the screen.

Note that the target 413 and the object 414 shown in FIG. 4 include

windows

710 and 720, a graphic being edited in the graphic editing mode (a graphic “square 1” indicated by reference numeral 711 in FIG. 4), and a graphic displayed in the background (same as above). In the figure, the figure “square 2” indicated by reference numeral 712 is identified.

= Description of operation =
Next, the operation of the help information providing apparatus 100 will be described.

== Operation identification processing ==
FIG. 8 is a flowchart illustrating a process (hereinafter referred to as an operation specifying process S800) performed by the operation specifying process unit 113 of the help information providing apparatus 100. Hereinafter, the operation specifying process S800 will be described with reference to FIG.

The operation identification processing unit 113 monitors in real time whether or not a new operation log is registered in the operation log storage unit 122 (S811). When the operation identification processing unit 113 detects that a new operation log is registered in the operation log storage unit 122, the operation identification processing unit 113 acquires the operation log newly registered from the operation log storage unit 122 (S812), and the AP operation It is determined whether or not the log storage unit 121 stores an AP operation log corresponding to the newly registered operation log (S813).

For example, in the operation log 500 illustrated in FIG. 5, the operation identification processing unit 113 performs a new operation on a record (the last record in the figure) in which “2009/01/01 12:00 12.500” is set as the date and time 511. Assume that the AP operation log storage unit 121 holds the AP operation log 400 shown in FIG. 4 at this time. In this case, referring to FIG. 4, the AP operation log storage unit 121 does not store an AP operation log corresponding to the date and time of the new operation log. For this reason, the operation identification processing unit 113 determines that the AP operation log storage unit 121 does not store the AP operation log corresponding to the newly registered operation log. Whether or not the AP operation log 400 corresponding to the operation log exists is determined in consideration of a practical value such as the execution speed of the application 32.

When the AP operation log storage unit 121 determines that the AP operation log corresponding to the operation log is stored (S813: YES), the process proceeds to S814, and when it is determined that the AP operation log storage unit 121 does not store the operation log (S813: NO). ), Go to S821.

In S814, the operation identification processing unit 113 performs an operation in which an operation identified from a new operation log is repeatedly performed based on the AP operation log 400 stored in the AP operation log storage unit 121 (hereinafter, repeated). It is referred to as an operation). This determination is made, for example, in the AP action log 400 shown in FIG. 4 in which the contents of the application action 412, the target 413, the object 414, the screen coordinates 415, and the application ID 416 match and only the date and time 411 value is different. Is performed by checking whether there are a plurality of times between the present and a predetermined time.

When it is determined that the operation specified from the new operation log is a repetitive operation (S815: YES), the process proceeds to S831, and when it is determined that the operation is not a repetitive operation (S815: NO), the process returns to S811.

In S821, the operation identification processing unit 113 determines whether the operation identified from the new operation log 500 is a repetitive operation based on the operation log 500 stored in the operation log storage unit 122. This determination is made, for example, by checking whether or not the operation log storage unit 122 stores a plurality of operation logs indicating the same operation. For example, in the example shown in FIG. 5, there are a plurality of operations (drag and drop operations) from the left mouse button down to the left mouse button up (reference numeral 551 and numeral 552). Repeat).

When it is determined that the operation specified from the new operation log is a repetitive operation (S822: YES), the process proceeds to S823, and when it is determined that the operation is not a repetitive operation (S822: NO), the process returns to S811.

In subsequent S823, the operation identification processing unit 113 performs the repetitive operation target based on the operation log 500 stored in the operation log storage unit 122 and the AP operation log 400 stored in the AP operation log storage unit 121. And the performed operation is specified (S823). For example, according to the AP operation log 400 of FIG. 4, it can be seen that the application 32 whose application ID is “graphic editing AP1” is being activated when the repeated operation of reference numeral 552 of FIG. 5 is performed. Based on this assumption, the operation specifying processing unit 113 specifies that the operation target of the repeated operation is “square 1” of the graphic displayed in the background from the operation position 514 on the screen of the operation log 500, The performed operation is specified as “move graphic” (refer to the record in the AP operation log 400 where the target 413 is “background graphic” and the object 414 is “square 1”).

Next, the operation identification processing unit 113 determines whether or not the repetitive operation is an operation on the application 32 (S824). This determination is made, for example, by referring to the AP operation log 400 stored in the AP operation log storage unit 121 and examining whether or not the application 32 has been activated when the repeated operation is performed.

Unlike the case where it is determined in S813 that the AP operation log 400 corresponding to the operation log 500 exists (S813: YES), the operation of the operation log 500 may not necessarily target the application 32 (for example, When the operation for the operating system is performed), when it is determined in S813 that the AP operation log 400 corresponding to the operation log 500 does not exist (S813: NO), the determination in S824 is necessary.

In S831, the operation identification processing unit 113 determines whether or not the same operation as the above-described repetitive operation identified from the newly detected operation log 500 has been performed for a predetermined threshold number of times within a predetermined period. If it has been performed exceeding the threshold number (S831: YES), the process proceeds to S832, and if not (S831: NO), the process proceeds to S811. By making this determination, it is possible to accurately determine whether or not an erroneous operation that needs to provide help information has been performed.

In subsequent S832, the operation identification processing unit 113 assigns an identifier for identifying a repetitive operation (hereinafter referred to as an operation identifier). In the present embodiment, the operation identification processing unit 113 uses the target 413 and application ID 416 setting values acquired from the AP operation log 400 and information for identifying a repetitive operation (for example, “move graphic”) as the operation identifier described above. Set. The operation identifier set here becomes a search key when the help information provision processing unit 114 searches the help information stored in the help information storage unit 123.

In S833, the operation identification processing unit 113 notifies the help information provision processing unit 114 of the operation identifier set in S832.

== Help information provision processing ==
FIG. 9 is a flowchart for explaining processing (hereinafter referred to as help information provision processing S900) performed by the help information provision processing unit 114 of the help information provision apparatus 100. Hereinafter, the help information providing process S900 will be described with reference to FIG.

When the operation identifier is notified from the operation identification processing unit 113 (S911), the help information provision processing unit 114 searches the help information storage unit 123 for help information using the operation identifier as a search key (S912).

As a result of the search, when help information corresponding to the operation identifier is searched (S913: YES), the help information provision processing unit 114 transmits the searched help information to the user device 30 (S914). The case where help information corresponding to the operation identifier is searched (S913: YES) is a case where the corresponding help information has already been registered in the help information storage unit 123 by the help information update processing unit 116.

On the other hand, when the help information corresponding to the operation identifier cannot be searched (S913: NO), the process proceeds to S921. In S <b> 921, the help information provision processing unit 114 registers the operation identifier (the operation identifier for which the corresponding help information could not be searched; hereinafter referred to as an unregistered operation identifier) in the unregistered operation storage unit 124.

== Unregistered operation notification processing ==
FIG. 10 is a flowchart illustrating a process performed by the unregistered operation notification unit 115 of the help information providing apparatus 100 (hereinafter referred to as an unregistered operation notification process S1000).

The unregistered operation notifying unit 115 monitors at any time whether a new unregistered operation identifier is registered in the unregistered operation storage unit 124 (S1011). When the unregistered operation notification unit 115 detects that a new unregistered operation identifier is registered in the unregistered operation storage unit 124 (S1011: YES), the unregistered operation notification unit 115 acquires the newly registered unregistered operation identifier (S1012). The acquired unregistered operation identifier is notified to the help information editor such as the developer of the application 32 via the output device 55 and the communication interface 56 of the help information providing device 100 (S1013).

== Help information update processing ==
FIG. 11 is a flowchart for explaining processing (hereinafter referred to as help information update processing S1100) performed by the help information update processing unit 116 of the help information providing apparatus 100.

The help information update processing unit 116 acquires help information set for an unregistered operation identifier from an editor such as a developer of the application 32 via the input device 54 or the communication interface 56 of the help information providing apparatus 100 (S1111). .

Next, the help information update processing unit 116 registers the acquired help information in the help information storage unit 123 in association with the unregistered operation identifier (operation identifier) (S1112). In addition, the help information update processing unit 116 deletes the registered unregistered operation identifier from the unregistered operation storage unit 124 (S1113).

As described above, the help information providing apparatus 100 according to the present embodiment determines whether the user 2 has repeatedly performed a specific operation based on the AP operation log 400 and the operation log 500, and performs a specific operation. When it is determined that the process is repeatedly performed, help information corresponding to the operation is searched and provided to the user device 30. That is, the help information providing apparatus 100 automatically detects whether or not the user 2 has made an erroneous operation, searches for help information corresponding to the erroneous operation, and provides it to the user 2. Helpful and appropriate help information can be provided.

If the help information corresponding to the erroneous operation performed by the user 2 is unregistered, the help information providing apparatus 100 automatically outputs information indicating the erroneous operation (information indicating the combination) and does not register it. This is notified to the editor of help information such as the developer of the application 32. When the editor inputs help information in response to this, the help information providing apparatus 100 stores the input help information in the help information storage unit 123 in association with the corresponding unregistered operation. For this reason, when the user 2 performs the same erroneous operation after the next time, help information for the erroneous operation can be provided to the user 2. For this reason, not only the help information preliminarily assumed and prepared, such as the help information implemented in the application 32 etc., but also the user 2 is notified of help information for an erroneous operation outside the assumed range performed by the user 2. be able to. For this reason, useful and appropriate help information for the user 2 can be provided quickly. Also, appropriate help information can be provided to the user 2 with low IT literacy.

In addition, when the AP operation log storage unit 121 stores the AP operation log 400 corresponding to a specific operation, the help information providing apparatus 100 exceeds the predetermined number of times based on the AP operation log 400 alone. To determine whether it has been repeated. According to this, the processing load of the help information providing apparatus 100 is reduced as compared with the case where both the AP operation log 400 and the operation log 500 are referred to, and whether or not a specific operation is repeatedly performed over a predetermined number of times. Can be quickly determined.

As mentioned above, although the user information identification system which concerns on implementation of this invention has been demonstrated, embodiment of the said invention is for making an understanding of this invention easy, and does not limit this invention. The present invention can be changed and improved without departing from the gist thereof, and the present invention includes the equivalents thereof. For example, the user device 30 and the help information providing device 100 may be configured by the same hardware.

Claims

A help information providing device that is communicably connected to a user device operated by a user who uses the application and provides help information to the user,
An AP operation log storage unit for storing an AP operation log which is an operation history of the application, including information indicating an operation of the application, a date and time when the operation was executed, and an identifier of the application;
An operation log storage unit that stores an operation log that is a history of the operation of the user, including information indicating the date and time when the user performed the operation and the content of the operation;
A help information storage unit for storing the help information in association with a combination of the contents of the operation and the identifier of the application;
Based on the AP operation log stored in the AP operation log storage unit and the operation log stored in the operation log storage unit, a specific operation is repeatedly performed on the application more than a predetermined number of times. An operation specifying process that outputs a combination of the content of the specific operation and the identifier of the application that is the target of the specific operation when it is determined that the operation is repeatedly performed And
The help information corresponding to the combination of the content of the specific operation output by the operation specific processing unit and the identifier of the application is acquired from the help information storage unit, and the acquired help information is transmitted to the user device. A help information providing apparatus comprising: a help information providing processing unit.
The help information providing apparatus according to claim 1,
An unregistered operation notifying unit that outputs information indicating the combination when the help information storage unit does not store the help information corresponding to the combination;
A help information providing apparatus further comprising: a help information update processing unit that receives input of the help information set for the combination, and stores the received help information in the help information storage unit in association with the combination.
The help information providing apparatus according to claim 1,
The operation specifying processing unit determines whether or not the AP operation log storage unit stores an AP operation log corresponding to the specific operation. If it is determined that the AP operation log is stored, only the AP operation log is stored. The help information providing apparatus that performs the determination as to whether or not the specific operation has been repeatedly performed more than a predetermined number of times.
The help information providing apparatus according to claim 1,
When the operation identification processing unit detects that the operation log storage unit stores a new operation log, the AP operation log stored in the AP operation log storage unit, and the operation log storage unit Based on the operation log stored by the user, it is determined whether or not the specific operation has been repeatedly performed on the application more than a predetermined number of times. A help information providing device that outputs a combination of the contents of the operation and the identifier of the application that is the target of the specific operation.
The help information providing apparatus according to claim 1,
In the information indicating the operation of the application in the AP operation log,
Information identifying the component of the application that is the target of the operation;
Information indicating the display range of the component on the display screen of the user device, and
In the information indicating the content of the operation in the operation log,
Help information providing apparatus including information indicating a display position on a display screen of the user apparatus on which the operation is performed.
A help information providing device that is communicably connected to a user device operated by a user who uses the application and provides help information to the user.
Storing an AP operation log, which is an operation history of the application, including information indicating an operation of the application, a date and time when the operation was executed, and an identifier of the application;
Storing an operation log, which is a history of the user's operations, including the date and time when the user performed the operation and information indicating the content of the operation;
Storing the help information in association with a combination of the contents of the operation and the identifier of the application;
Based on the AP operation log and the operation log, it is determined whether or not the specific operation has been repeatedly performed for the application more than a predetermined number of times. Outputting a combination of the content of the specific operation and the identifier of the application that is the target of the specific operation;
Searching the help information corresponding to the combination of the specific operation content and the identifier of the application, and transmitting the searched help information to the user device;
To provide help information.
The help information providing method according to claim 6,
In the help information providing device,
A step of outputting information indicating the combination when the help information storage device does not store the help information corresponding to the combination in the help information storage unit;
A help information providing method for further executing a step of receiving input of the help information set for the combination and storing the received help information in association with the combination.
The help information providing method according to claim 6,
In the help information providing device,
It is determined whether or not the AP operation log storage unit stores the AP operation log corresponding to the specific operation. If it is determined that the AP operation log is stored, the specific operation is based only on the AP operation log. Help information providing method for further executing the step of determining whether or not the number of times is repeatedly performed over a predetermined number of times.
The help information providing method according to claim 6,
In the help information providing device,
When it is detected that a new operation log is stored, a specific operation is repeatedly performed on the application more than a predetermined number of times based on the stored AP operation log and the operation log. Help to further execute the step of outputting the combination of the content of the specific operation and the identifier of the application that is the target of the specific operation when it is determined whether or not it is repeatedly performed Information provision method.
The help information providing method according to claim 6,
In the information indicating the operation of the application in the AP operation log,
Information identifying the component of the application that is the target of the operation;
Information indicating the display range of the component on the display screen of the user device, and
In the information indicating the content of the operation in the operation log,
A help information providing method including: information indicating a display position on a display screen of the user device on which the operation is performed.