WO2017044096A1

WO2017044096A1 - Method and apparatus for providing user communications

Info

Publication number: WO2017044096A1
Application number: PCT/US2015/049284
Authority: WO
Inventors: David Sean FARRELL
Original assignee: General Electric Company
Priority date: 2015-09-10
Filing date: 2015-09-10
Publication date: 2017-03-16

Abstract

Approaches are provided for establishing a communication link between a first communication device at a first location and a second communication device at a second location remote from the first location. At lea st one of the first communication device and the second communication device is associated with an industrial machine or system. Approaches are also provided for receiving a communication at the first communication device, the communication sent from the second communication device. The communication includes a user input message, a time-to-respond indication indicating a time, and an urgency indication. Approaches are also provided for presenting to a recipient at the first communication device the user input message, a graphical representation of the time-to- respond indication, and a graphical representation of the urgency indication.

Description

METHOD AND APPARATUS FOR PROVIDING USER COMMUNICATIONS BACKGROUND OF THE INVENTION FIELD OF THE INVENTION

[0001] The subject matter disclosed herein generally relates to providing user communications. More specifically, the subject matter relates to providing time-to-respond information with user communications. More specifically, the subject matter relates to changing a feature of a communication as a function of the time-to-respond information.

BRIEF DESCRIPTION OF THE RELATED ART

[0002] In industrial operations, industrial machines and systems are monitored to ensure proper operation and/or detect anomalies which may arise. Remote Monitoring & Diagnostic (M&D) approaches often include personnel at one location communicating with personnel at an operating site located at a separate, geographically remote location. The M&D personnel view information related to industrial machines or systems located at the operating site.

[0003] During operation, problems or "cases" oftentimes occur which may warrant an operator or maintenance engineer's involvement. As used herein, a "case" is associated with an anomaly, an abnormality, or an incident detected in an industrial machine or system.

[0004] Personnel at operating sites often communicate with M&D personnel located at remote central monitoring centers. The communications may include, for example, questions pertaining to industrial machines or systems located at the operating site.

[0005] Similarly, M&D personnel located at central monitoring centers often communicate with personnel located at remote operating sites. For example, using known information related to the industrial machine or system, M&D personnel provide recommendations to personnel at the operating site.

[0006] Furthermore, M&D personnel located at remote central monitoring centers often communicated with other M&D personnel located at the same or other remote central monitoring centers. [0007] Communications among the personnel are often provided over a telephone network. However, electronic communications are increasingly being used to convey questions, recommendations, or other information. Such electronic communications often diminish the conveying party's ability to suitably express an urgency of the communication. Electronic communications often are viewed by a receiving party, and are not responded to in an appropriate fashion or timeframe.

[0008] The above-mentioned problems have resulted in some user dissatisfaction with previous approaches, inefficient case resolution, and sub-optimal application of remote monitoring and diagnostic approaches.

BRIEF DESCRIPTION OF THE INVENTION

[0009] The approaches described herein provide for including with a user input message, a time-to-respond indication, and an urgency indication. The approaches allow a user to quickly observe both the content of a message and the timeframe in which the user must respond. The approaches further provide for an escalation structure prior to and after expiration of the time indicated in the time-to-respond indication.

[0010] In many of these embodiments, an apparatus includes an interface with an input and output. The interface is configured to receive at the input a communication from a remote communication device. The communication includes a user input message, a time-to-respond indication indicating a time, and an urgency indication. In some approaches, the time indicated by the time-to-respond indication is selected from the group consisting of a timespan or a specified time.

[0011] The apparatus also includes a processor coupled to the interface. The processor is configured to establish a communication link with the remote communication device. In response to the input receiving the communication, the processor is configured to present via the output the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication.

[0012] In some approaches, the processor is further configured to present via the output a graphical representation of time remaining before expiration of the time indicated by the time-to-respond indication. The processor may further be configured to change the display of the graphical representation of time remaining prior to expiration of the time indicated by the time-to-respond indication. This may include, for example, changing a color of the graphical representation and/or changing a graphical image of the graphical representation.

[0013] In other approaches, the processor is further configured to change the display of the graphical representation of time remaining after expiration of the time indicated by the time-to-respond indication. This may include, for example, changing a color of the graphical representation and/or changing a graphical image of the graphical representation.

[0014] In some aspects, the processor is configured to generate an expiration

communication after expiration of the time indicated by the time-to-respond indication, in one example, the expiration communication is provided via the output to a display device coupled to the processor. In another example, the expiration communication is provided via the output to the remote communication device.

[0015] In another aspect, a method includes establishing a communication link between a first communication device at a first location and a second communication device at a second location remote from the first location. At least one of the first communication device and the second communication device is associated with an industrial machine or system.

[0016] The method further includes receiving a communication at the first

communication device, the communication sent from the second communication device. The communication includes a user input message, a time-to-respond indication indicating a time, and, an urgency indication. In some approaches, the time indicated by the time-to-respond indication is selected from the group consisting of a timespan or a specified time.

[0017] The method further includes presenting to a recipient at the first communication device the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication.

[0018] In some approaches, the method further includes displaying a graphical representation of time remaining before expiration of the time indicated by the time-to- respond indication. [0019] In another approach, the method further includes changing the display of the graphical representation of time remaining prior to expiration of the time indicated by the time-to-respond indication. In some aspects, changing the display of the graphical representation of time remaining includes at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

[0020] In another approach, the method includes changing the display of the graphical representation of time remaining after expiration of the time indicated by the time-to-respond indication. In some aspects, changing the display of the graphical representation of time remaining comprises at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

[0021] In response to expiration of the time indicated by the time-to-respond indication, the method may further include generating an expiration communication for display at the first communication device. Also in response to expiration of the time indicated by the time- to-respond indication, the method may further include generating an expiration

communication for display at the second communication device.

BRIEF DESCRIPTION OF THE DRAWINGS

[0022] For a more complete understanding of the disclosure, reference should be made to the following detailed description and accompanying drawings wherein:

[0023] FIG. 1 comprises a comprises an illustration of an informational flow chart for providing information relating to industrial machines or systems according to various embodiments of the present invention;

[0024] FIG. 2 comprises a block diagram illustrating an exemplary apparatus for managing information relating to industrial machines or systems according to various embodiments of the present invention;

[0025] FIG. 3 comprises a schematic diagram illustrating an exemplary approach for case management according to various embodiments of the present invention; and [0026] FIG. 4 comprises an operational flow chart illustrating an approach for case management according to various embodiments of the present invention.

[0027] Skilled artisans will appreciate that elements in the figures are illustrated for simplicity and clarity. It will further be appreciated that certain actions and/or steps may be described or depicted in a particular order of occurrence while those skilled in the art will understand that such specificity with respect to sequence is not actually required. It will also be understood that the terms and expressions used herein have the ordinary meaning as is accorded to such terms and expressions with respect to their corresponding respective areas of inquiry and study except where specific meanings have otherwise been set forth herein.

DETAILED DESCRIPTION OF THE INVENTION

[0028] Referring now to FIG. 1, a system 100 for monitoring industrial machines includes an operating site 110, optionally, a data center 120, and a central monitoring center 130. The operating site 110 includes one or more industrial machines, equipment, or systems of industrial machines or equipment 112. Examples of industrial machines 112 monitored in system 100 include aircraft machinery (e.g., turbine engines), marine machinery, mining machinery, oil machinery, gas machinery, health care machinery, telecom machinery, to mention a few examples. Other examples are possible.

[0029] Industrial machine 112 is operably connected to a local computing device 114 such that the computing device 114 receives or obtains information from the industrial machine 112. The computing device 114 may be continuously connected to the industrial machine 112, or may be removably connected to the industrial machine 112. In one approach, the computing device 114 is located at the operating site 110. In other approaches, the computing device 114 is instead located remotely from the industrial machine 112.

[0030] Information received at the computing device 114 from the industrial machine 112 includes operational characteristics of the industrial machine 112. Operational characteristics may include a measured temperature, a measured vibration, a measured pressured, a calculated efficiency, a structural defect, a lifespan of machine, a machine history, and/or a detected position shift. Other examples are possible. [0031] The computing device 114 may be any type of hardware device such as a personal computer, a tablet, a cellular telephone, and/or a personal digital assistant. Other examples are possible. The computing device 114 may include a processor, an interface (e.g., a computer based program and/or hardware) having an input (which may also include a user input) and an output, a memory, and a display device (e.g., a screen or a graphical user interface which allows for a visualization to be made). In this way, a user of the computing device 114 is able to observe information at the computing device 114 (such as operational characteristics of the industrial machine 112), input information into the computing device 114, send information from the computing device 114 to a remote device (such as at the data center 120 or the central monitoring center 130), and receive information from a remote device. The computer device 114 may be configured to run specific software applications, such as a historian.

[0032] The computing device 114 is operably connected to a data storage module 116. The data storage module 116 includes a memory for short- and/or long-term storage of information received from the computing device 114. Examples of information received and stored at the data storage module 116 include historical information relating to the industrial machine 112, or information received at the computing device from a remote device (such as at the data center 120 or the central monitoring center 130).

[0033] The optional data center 120 is in communication with the operating site 110 (preferably, with the computing device 114 at the operating site) such that the data center 120 can send and/or receive information pertaining to one or more industrial machines 112 located at the operating site 110. The data center 120 maybe located at the operating site 110, at the central monitoring center 130, or in a location geographically remote from the operating site 110 and the central monitoring center 130. In one approach, the data center 120 is disposed on a cloud based network.

[0034] The data center 120 includes one or more data storage modules 122 having corresponding memories. The data center 120 may also include one or more computing devices 124 that include a processor, an interface having an input (which may include a user input) and an output, a memory, and a display device (e.g., a screen or a graphical user interface which allows for a visualization to be made). Various applications may be performed at the data center 120, including analytic modeling, anomaly detection, and/or calculations of key performance indicators.

[0035] The central monitoring center 130 includes a computing device 132 that is in communication with the data center 120 such that the central monitoring center 130 can send and/or receive information pertaining to one or more industrial machines 112 located at the operating site 110. Alternatively, the central monitoring center 130 is in communication with the operating site 110 (preferably, with the computing device 114 at the operating site) such that the central monitoring center 130 can send and/or receive information pertaining to one or more industrial machines 112 located at the operating site 110.

[0036] In one example of the operation of the system of 100 of FIG. 1 , an apparatus located at the operating site 110 and associated with industrial machine 112 establishes a communication link with a remote communication device located at the central monitoring center 130. In another example of the operation of the system of 100 of FIG. 1, an apparatus located at the central monitoring center 130 establishes a communication link with a remote communication device located at the operating site 110, the remote communication device associated with industrial machine 112.

[0037] In either example, the apparatus receives a communication from the remote communication device. The communication includes a user input message, a time-to-respond indication indicating a time, and an urgency indication.

[0038] The recipient at the apparatus is presented with the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication. The recipient is thus informed not only of the content of the

communication, but is also informed as to the timing in responding to the communication.

[0039] This approach, and additional approaches discussed herein, better resolve problems inherent in remote monitoring and diagnostic approaches in which busy personnel at one location communicate with personnel at a separate, geographically remote location, about issues or questions with which one side may have limited familiarity or appreciation of the importance. For example, personnel at both an operating site 110 and at a central monitoring center 130 are kept abreast of the status of questions or concerns communicated with respect to an industrial machine 112. The status may include a status of a sent or received message, such as, "delivered," "not delivered," "read," or "not read." The status may also include a status of the issue, such as, "assignment accepted," "assignment not accepted," "recommendation made," "recommendation not made," "active issue," "resolved issue," "answer available," or "answer unavailable." The status may be text-based or graphic-based (e.g., graphical widgets).

[0040] With reference now to FIG. 2, an apparatus 200 includes an interface 202 having an input 204 and output 206. In a first implementation of apparatus 200, the apparatus 200 is located at computer device 132 at the central monitoring center 130 of FIG. 1. A second implementation is described elsewhere herein.

[0041] The interface 202 is configured to receive at the input 204 a communication from a remote communication device (such as computing device 114 at the operating site 110 of FIG. 1). The communication includes a user input message, a time-to-respond indication indicating a time, and an urgency indication. The user input message may be, for example, a question concerning industrial machine 112.

[0042] In some approaches, the time indicated by the time-to-respond indication is a timespan. For example, personnel at the operating site 110 may request a response be provided within 72 hours from the time of the communication. In other approaches, the time indicated by the time-to-respond indication is a specified time. For example, personnel at the operating site 110 may request a response be provided by a specific time on a specific date.

[0043] In some approaches, the urgency indication is the presence or absence of an urgency indication. In this way, non-urgent matters do not include an urgency indication, while urgent matters do include an urgency indication. In other approaches, the urgency indication is selected from a group of urgency indications indicative of a range of urgencies. Urgency indications may be, for example, descriptive (e.g., "Urgent" or "Not Urgent"), graduated numerical ranges (e.g., "0" through "5"), or graphical (e.g., through use of symbols and/or colors). In some approaches, the urgency indication is a priority indication.

[0044] In some aspects, one or both of the graphical representation of the time-to-respond indication and the graphical representation of the urgency indication are selected from a dropdown menu. In other aspects, the graphical representation of the time-to-respond indication and/or the graphical representation of the urgency indication are manually entered by a user via, for example, a keyboard, mouse, or other input device. In yet other aspects, the graphical representation of the time-to-respond indication and/or the graphical representation of the urgency indication are automatically generated by a processing device (e.g., processor 208). Various combinations of these aspects may be utilized.

[0045] The apparatus 200 also includes a processor 208 coupled to the interface 202. The processor 208 is configured to establish a communication link with the remote

communication device (e.g., computing device 114 at the operating site 110). In response to the input 204 receiving the communication, the processor 208 is configured to present via the output 206 the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication. This information may be presented to the user at a display device 210 coupled to the processor 208.

[0046] The apparatus 200 optionally includes a memory 212. The memory 212 may store information pertaining to communications received from remote communication devices. For example, the memory 212 may store dates and times communications were received, as well as contents of those communications (including user input messages, time-to-respond indications, urgency indications, and information about the users themselves such as name, title, photo, description of expertise among other potential attributes).

[0047] In some approaches, the processor 208 is further configured to present via the output 206 a graphical representation of time remaining before expiration of the time indicated by the time-to-respond indication. The processor 208 may further be configured to change the display of the graphical representation of time remaining prior to expiration of the time indicated by the time-to-respond indication. This may include, for example, changing a color of the graphical representation and/or changing a graphical image of the graphical representation. This may also include a countdown of time remaining that continuously changes, or that changes after a given time interval (e.g., a countdown that changes every hour). In this way, a user is visually informed of time remaining before the expiration of the time indicated by the time-to-respond indication. Audio cues may also be used to similarly inform a user. [0048] In other approaches, the processor 208 is further configured to change the display of the graphical representation of time remaining after expiration of the time indicated by the time-to-respond indication. This may include, for example, changing a color of the graphical representation and/or changing a graphical image of the graphical representation. This may further include an indication of time elapsed since the time indicated by the time-to-respond indication. In this way, a user is visually alerted that the time indicated by the time-to- respond indication has expired. Audio cues may also be used to similarly alert a user.

[0049] In some aspects, the processor 208 is configured to generate an expiration communication after expiration of the time indicated by the time-to-respond indication. In one example, the expiration communication is any communication generated after expiration of the time indicated by the time-to-respond indication. In another example, the expiration communication is a communication that conveys information related to the expiration of the time indicated by the time-to-respond indication.

[0050] In one approach, the expiration communication is provided via the output 206 to the display device 210 coupled to the processor 208. In another approach, the expiration communication is provided via the output 206 to a remote communication device.

[0051] The apparatus 200 in the above-described implementation is located at computing device 132 at the central monitoring center 130 of FIG. 1. However, other implementations are possible. In a second implementation of apparatus 200, the apparatus 200 is located at computing device 114 at the operating site 110. In this implementation, the interface 202 is configured to receive at the input 204 a communication from a remote communication device such as computing device 132 at the central monitoring center 130. Similar to the communication of the first implementation, the communication includes a user input message, a time-to-respond indication indicating a time, and an urgency indication. The user input message may be, for example, a recommendation from the M&D personnel concerning industrial machine 112.

[0052] The apparatus 200 similarly includes a processor 208 coupled to the interface 202. In response to the input 204 receiving the communication from the remote communication device (e.g., computing device 132 at the central monitoring center 130), the processor 208 is configured to present via the output 206 the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication. This information may be presented to the user (e.g., an on-site engineer) at a display device 210 coupled to the processor 208.

[0053] An example graphical display 300 is shown in FIG. 3. Graphical display 300 includes a communication 302 that includes a user input message 304 (such as a question from operating site personnel or a recommendation from M&D personnel), a graphical representation of the time-to-respond indication 306, and a graphical representation of the urgency indication 308. As discussed in greater detail elsewhere herein, the graphical representation of the time indicated by the time-to-respond indication may be changed prior to and after expiration of the indicated time.

[0054] In one approach, graphical display 300 permits a user to modify certain fields of the communication 302. For example, using a dropdown menu, a user may modify the graphical representation of the time-to-respond indication 306, and/or the graphical representation of the urgency indication 308. This may be appropriate when the user determines the originally provided time-to-respond or urgency values were inaccurate, or when subsequent actions necessitate modification of the originally provided time-to-respond or urgency values.

[0055] Graphical display 300 may also include a response field 310 for receiving a user's response. In one example, the user response is an answer entered by operating personnel at the operating site 110. The answer may be in response to a question from M&D personnel at the central monitoring center 130 regarding industrial machine 112. In another example, the user response is a recommendation entered by M&D personnel at the central monitoring center 130 regarding industrial machine 112. The recommendation may be in response to a question from operating personnel at the operating site 110.

[0056] Graphical display 300 may also include a status field 312 displaying a status. The status may include a status of a sent or received message, such as, "delivered," "not delivered," "read," or "not read." The status may also include a status of the issue, such as, "assignment accepted," "assignment not accepted," "recommendation made," "recommendation not made," "active issue," "resolved issue," "answer available," or "answer unavailable." The status may be text-based or graphic-based (e.g., graphical widgets).

[0057] Turning now to FIG. 4, a method 400 includes establishing 402 a communication link between a first communication device at a first location and a second communication device at a second location remote from the first location. At least one of the first communication device and the second communication device is associated with an industrial machine or system.

[0058] The method further includes sending 404 a communication from the first communication device to the second communication device. The communication includes a user input message, a time-to-respond indication indicating a time, and, an urgency indication. In some approaches, the time indicated by the time-to-respond indication is selected from the group consisting of a timespan or a specified time.

[0059] The method further includes presenting 406 to a recipient at the second communication device the user input message, a graphical representation of the time-to- respond indication, and a graphical representation of the urgency indication.

[0060] In some approaches, the method further includes displaying a graphical representation of time remaining before expiration of the time indicated by the time-to- respond indication.

[0061] In another approach, the method further includes changing the display of the graphical representation of time remaining prior to expiration of the time indicated by the time-to-respond indication. In some aspects, changing the display of the graphical representation of time remaining includes at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

[0062] In another approach, the method includes changing the display of the graphical representation of time remaining after expiration of the time indicated by the time-to-respond indication. In some aspects, changing the display of the graphical representation of time remaining comprises at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation. [0063] In response to expiration of the time indicated by the time-to-respond indication, the method may further include generating an expiration communication for display at the first communication device. Also in response to expiration of the time indicated by the time- to-respond indication, the method may further include generating an expiration

communication for display at the second communication device.

[0064] Preferred embodiments of this invention are described herein, including the best mode known to the inventors for carrying out the invention. It should be understood that the illustrated embodiments are exemplary only, and should not be taken as limiting the scope of the invention.

Claims

CLAIMS WHAT IS CLAIMED IS:

1. A method comprising:

establishing a communication link between a first communication device at a first location and a second communication device at a second location remote from the first location, at least one of the first communication device and the second communication device associated with an industrial machine or system;

receiving a communication at the first communication device, the communication sent from the second communication device, the communication comprising:

a user input message;

a time-to-respond indication indicating a time; and

an urgency indication;

presenting to a recipient at the first communication device the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication.

2. The method of claim 1, wherein the time indicated by the time-to-respond indication is selected from the group consisting of a timespan and a specified time.

3. The method of claim 1, further comprising:

displaying a graphical representation of time remaining before expiration of the time indicated by the time-to-respond indication.

4. The method of claim 3, further comprising:

changing the display of the graphical representation of time remaining prior to expiration of the time indicated by the time-to-respond indication.

5. The method of claim 4, wherein changing the display of the graphical representation of time remaining comprises at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

6. The method of claim 3, further comprising: changing the display of the graphical representation of time remaining after expiration of the time indicated by the time-to-respond indication.

7. The method of claim 6, wherein changing the display of the graphical representation of time remaining comprises at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

8. The method of claim 1 , further comprising:

in response to expiration of the time indicated by the time-to-respond indication, generating an expiration communication for display at the first communication device.

9. The method of claim 1 , further comprising:

in response to expiration of the time indicated by the time-to-respond indication, generating an expiration communication for display at the second communication device.

10. An apparatus comprising:

an interface with an input and output, the interface configured to receive at the input a communication from a remote communication device, the communication comprising a user input message, a time-to-respond indication indicating a time, and an urgency indication; a processor coupled to the interface, the processor configured to establish a communication link with the remote communication device, the processor configured to, in response to the input receiving the communication, present via the output the user input message, a graphical representation of the time-to-respond indication, and a graphical representation of the urgency indication.

11. The apparatus of claim 10, wherein the time indicated by the time-to-respond indication is selected from the group consisting of a timespan or a specified time.

12. The apparatus of claim 10, wherein the processor is further configured to present via the output a graphical representation of time remaining before expiration of the time indicated by the time-to-respond indication.

13. The apparatus of claim 12, wherein the processor is further configured to change the display of the graphical representation of time remaining prior to expiration of the time indicated by the time-to-respond indication.

14. The apparatus of claim 13, wherein changing the display of the graphical representation of time remaining comprises at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

15. The apparatus of claim 12, wherein the processor is further configured to change the display of the graphical representation of time remaining after expiration of the time indicated by the time-to-respond indication.

16. The apparatus of claim 15, wherein changing the display of the graphical representation of time remaining comprises at least one of changing a color of the graphical representation and changing a graphical image of the graphical representation.

17. The apparatus of claim 10, wherein the processor is configured to generate an expiration communication after expiration of the time indicated by the time-to-respond indication.

18. The apparatus of claim 17, wherein the processor is configured to provide the expiration communication via the output to a display device coupled to the processor.

19. The apparatus of claim 17, wherein the processor is configured to provide the expiration communication via the output to the remote communication device.