Information processing program, information processing method, and information processing apparatus

Abstract

To reduce an operational load of a service desk task.SOLUTION: An information processing program causes a computer to perform receiving processing, copying processing, giving processing, and transmission processing. In the receiving processing, the computer receives a request to write to a help content in a display screen of the help content. In the copying processing, the computer copies the help content in response to receiving a write request. In the giving processing, the computer gives a right to edit the copied help content to a user from whom the write request is received, and gives a right to browse to an operator of the help content. In the transmission processing, the computer transmits inquiry data including the help content edited by the user, to an address of the operator.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] An embodiment of the present invention relates to an information processing program, an information processing method, and an information processing device. [Background technology]

[0002] Conventionally, service desk (also called help desk) operations involve managing FAQ content (hereinafter referred to as FAQ) that lists frequently asked questions and answers to those questions, and providing it to users via the Internet or the like.

[0003] By checking this FAQ, users can solve routine or simple questions themselves without contacting the service desk directly. Also, by providing FAQs, service desk operators can reduce the number of inquiries from users, thereby reducing their operational burden. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2003-263439 [Patent Document 2] Japanese Patent Application Laid-Open No. 2003-296550 [Patent Document 3] Japanese Patent Application Laid-Open No. 2005-316928 Summary of the Invention [Problem to be solved by the invention]

[0005] However, the above-described conventional technology has a problem in that the contents of the FAQs are difficult to understand, and it takes a great deal of time and effort to respond to users who have questions about the FAQs.

[0006] For example, in order for a user to inquire about a question about an FAQ entry to the administrator, the user must go through the cumbersome process of creating an inquiry document that describes the FAQ entry and the question about that entry, etc. Furthermore, the administrator must identify the entry that the user is unsure about and how to improve it from the content of the inquiry document created by the user.

[0007] In one aspect, an object of the present invention is to provide an information processing program, an information processing method, and an information processing device that can reduce the operational load of service desk work. [Means for solving the problem]

[0008] In one proposal, the information processing program causes a computer to execute a receiving process, a copying process, an assigning process, and a sending process. The receiving process receives a write request for help content on a display screen of the help content. The copying process copies the help content when a write request is received. The assigning process assigns viewing and editing rights to the user who accepted the write request and to the manager of the help content for the copied help content. The sending process sends inquiry data including the help content edited by the user to the manager's address. [Effects of the Invention]

[0009] According to one embodiment, the operational load of service desk operations can be reduced. [Brief explanation of the drawings]

[0010] [Figure 1] FIG. 1 is an explanatory diagram illustrating an example of an FAQ search screen and an FAQ viewing screen. [Figure 2] FIG. 2 is an explanatory diagram illustrating an example of an FAQ editing screen and an inquiry form screen. [Figure 3]FIG. 3 is an explanatory diagram illustrating an example of editing authority and viewing authority for each user and manager. [Figure 4] FIG. 4 is an explanatory diagram illustrating an example of editing authority and viewing authority for each user and administrator. [Figure 5] FIG. 5 is a block diagram illustrating an example of a functional configuration of the information processing device according to the embodiment. [Figure 6] FIG. 6 is a flowchart illustrating an example of the operation of the information processing device according to the embodiment. [Figure 7] FIG. 7 is a flowchart illustrating an example of the operation of the information processing device according to the embodiment. [Figure 8] FIG. 8 is an explanatory diagram showing an example of the FAQ usage status screen. [Figure 9] FIG. 9 is an explanatory diagram showing an example of the FAQ usage status screen. [Figure 10] FIG. 10 is an explanatory diagram illustrating an example of a computer configuration. DETAILED DESCRIPTION OF THE INVENTION

[0011] Hereinafter, an information processing program, an information processing method, and an information processing device according to embodiments will be described with reference to the drawings. Components having the same functions in the embodiments will be assigned the same reference numerals, and duplicated descriptions will be omitted. Note that the information processing program, the information processing method, and the information processing device described in the following embodiments are merely examples and do not limit the embodiments. Furthermore, the following embodiments may be combined as appropriate within a range that does not cause contradictions.

[0012] First, an overview of the management and provision of FAQs by an information processing device according to an embodiment will be described. The information processing device according to an embodiment provides FAQs showing answers to each frequently asked question in response to a request from a user's terminal device via the Internet, for example.

[0013] Note that the content provided to the user by the information processing device according to the embodiment, i.e., the help content including knowledge provided by the service desk to help the user, is not limited to FAQs. For example, the help content may include a manual in which the service desk explains how to use the product, an explanatory video showing how the service desk actually uses the product, etc.

[0014] 1 is an explanatory diagram illustrating an example of an FAQ search screen and an FAQ viewing screen. As shown in FIG. 1, the information processing device according to the embodiment presents an FAQ search screen G1 for searching managed FAQs in response to a request from a user's terminal device.

[0015] The FAQ search screen G1 includes a search word input area G11 and a list display area G12. The search word input area G11 is an area for accepting input of a search word. The information processing device according to the embodiment displays FAQs that match the search word input in the search word input area G11 in the list display area G12, etc. The list display area G12 is a display area that displays a list of all FAQs by category, a list of FAQs searched for by search word, etc.

[0016] When a specific FAQ is selected from the FAQs displayed in the list display area G12, the information processing device according to the embodiment presents an FAQ viewing screen G2 of the selected FAQ to the user's terminal device.

[0017] The FAQ viewing screen G2 is a screen that displays the contents of the selected FAQ, and has a direct write button G21 that accepts a request to write to the FAQ.

[0018] When the information processing device according to the embodiment receives a write request by pressing the direct write button G21 on the user's terminal device, it generates an FAQ (called a duplicated FAQ) that is a duplicate of the original FAQ. Here, the duplicated FAQ may be the entire FAQ displayed on the FAQ viewing screen G2 when the write request is received, or may be a part of the FAQ displayed on the FAQ viewing screen G2.

[0019] For example, when receiving a writing request, the information processing device according to the embodiment may generate a duplicated FAQ by duplicating the entire text of the FAQ displayed on the FAQ viewing screen G2. Furthermore, when receiving a writing request, the information processing device according to the embodiment may duplicate the FAQ viewing screen G2 itself displaying the FAQ by taking a screen capture of the FAQ viewing screen G2.

[0020] Next, the information processing device according to the embodiment grants viewing and editing rights to the generated duplicated FAQ to the user who accepted the posting request and to the manager. Specifically, the information processing device according to the embodiment grants at least editing rights to the user that allow both viewing and editing of the generated duplicated FAQ, and viewing rights to the manager that allow only viewing of the FAQ.

[0021] Here, viewing authority is the authority that only allows viewing of data. Editing authority is the authority that allows both viewing and editing of data. Such authority to data is set as permissions (permission attributes) such as read permission (r) and write permission (w). For example, if there is viewing authority, read permission (r) is set. If there is editing authority, both read permission (r) and write permission (w) are set.

[0022] 2 is an explanatory diagram illustrating an example of an FAQ editing screen and an inquiry form screen. As shown in FIG. 2, the information processing device according to the embodiment presents, on the user's terminal device, an FAQ editing screen G3 that accepts editing content (writing) for a duplicated FAQ for which the user has been granted editing authority.

[0023] The user performs editing tasks such as writing a comment G31 on the FAQ editing screen G3 presented on the terminal device by operating a GUI (Graphical User Interface) or the like. For example, the user writes a comment G31 indicating an unclear point (question) near an unclear point (question) in the duplicated FAQ displayed on the FAQ editing screen G3.

[0024] The FAQ editing screen G3 has an inquiry form button G32 for submitting an inquiry to the manager based on the edited content. After editing, the user presses the inquiry form button G32 to submit an inquiry to the manager. Specifically, when the inquiry form button G32 is pressed from the user's terminal device, the information processing device according to the embodiment presents the inquiry form screen G4, including the edited FAQ G41 with comments, to the user's terminal device.

[0025] The commented FAQ G41 is the FAQ that has been edited by adding a comment G31 to the duplicated FAQ. The inquiry form screen G4 that includes this commented FAQ G41 allows the user to easily check the content of the inquiry to the administrator.

[0026] When the information processing device according to the embodiment receives a sending instruction on the inquiry form screen G4 from the user's terminal device, it sends data of the contents of the inquiry form screen G4, including the FAQ with comments G41 (for example, screen data similar to the inquiry form screen G4), to a destination such as the manager's email address.

[0027] 3 and 4 are explanatory diagrams showing examples of editing permissions and viewing permissions for each user and administrator. As shown in Fig. 3 and 4, for FAQ (original) D1, read permission (r) is set for users U1 to U3, allowing them to only refer to (view) it. For FAQ (original) D1, administrator A1 has read permission (r) as well as write permission (w), allowing them to refer to and edit it.

[0028] FAQ D2a with comments is a FAQ that has been edited by user U1 to add comments to a duplicate FAQ that was created by copying (duplicating) FAQ (original) D1 at the user U1's request. FAQ D2b with comments is a FAQ that has been edited by user U2 to add comments to a duplicate FAQ that was created by copying (duplicating) FAQ (original) D1 at the user U2's request. FAQ D2c with comments is a FAQ that has been edited by user U3 to add comments to a duplicate FAQ that was created by copying (duplicating) FAQ (original) D1 at the user U3's request.

[0029] Commented FAQ D2a has been granted editing rights for user U1 and viewing rights for user U1 and administrator A1. Commented FAQ D2b has been granted editing rights for user U2 and viewing rights for user U2 and administrator A1. Commented FAQ D2c has been granted editing rights for user U3 and viewing rights for user U3 and administrator A1.

[0030] Therefore, commented FAQ D2a can be edited by user U1 (but not by users U2, U3, or operator A1), and can be referenced (viewed) by user U1 and operator A1. Commented FAQ D2b can be edited by user U2 (but not by users U1, U3, or operator A1), and can be referenced by user U2 and operator A1. Commented FAQ D2c can be edited by user U3 (but not by users U1, U2, or operator A1), and can be referenced by user U3 and operator A1.

[0031] Furthermore, since the administrator A1 can refer to the commented FAQs D2a, D2b, and D2c, he or she can perform data aggregation by referring to the commented FAQs D2a, D2b, and D2c. Specifically, the information processing device according to the embodiment aggregates the usage status of FAQs, including the commented FAQs D2a, D2b, and D2c, using the FAQ-utilizing dashboard D3 that operates with the authority of the administrator A1. Then, when the administrator A1 accesses the FAQ-utilizing dashboard D3, the information processing device according to the embodiment presents the aggregation results to the administrator A1. In this way, the information processing device according to the embodiment may visualize the usage status of the FAQs and present it to the administrator A1.

[0032] In this way, the user can write comments to the duplicated FAQ on the FAQ editing screen G3, check them on the inquiry form screen G4, and then send them to the administrator, easily presenting the administrator with any unclear points in the FAQ and an explanation of those unclear points. Also, the administrator can easily identify the user's unclear points and how to improve them by checking the inquiry content, including the commented FAQ G41.

[0033] 5 is a block diagram showing an example of the functional configuration of an information processing device according to an embodiment. As shown in Fig. 5, an information processing device 1 is connected to user terminal devices 3 and 4 via a communication network 2 such as the Internet.

[0034] The information processing device 1 includes a communication unit 10, an input unit 20, a display unit 30, a storage unit 40, and a control unit 50.

[0035] The communication unit 10 executes data communication with external devices such as terminal devices 3 and 4 via the communication network 2. The input unit 20 accepts operations from a user (operator). The display unit 30 displays the processing results of the control unit 50.

[0036] The storage unit 40 has FAQ (original) information 41, commented FAQ information 42, and inquiry information 43. For example, the storage unit 40 is realized by a memory or the like.

[0037] The FAQ (original) information 41 is information related to the FAQ (original) D1. In this FAQ (original) information 41, read permission (r) is set for users U1 to U3, and read permission (r) and write permission (w) are set for the administrator A1.

[0038] The FAQ (original) information 41 also includes status information indicating the usage status of each FAQ (original) D1. For example, the status information for each FAQ (original) D1 includes the time when the FAQ (original) D1 was referenced by the FAQ display unit 51 and the number of times (number of times it was displayed). The status of each FAQ (original) D1 also includes the time when the commented FAQ was created by the form creation processing unit 52 and the number of comments. The status of each FAQ (original) D1 also includes the time when the user rated it when it was displayed by the FAQ display unit 51 and the rating value (high rating, low rating).

[0039] The commented FAQ information 42 is information about an edited FAQ to which a user has added comments to a duplicated FAQ created by copying (duplicating) the FAQ (original) information 41 at the user's request. This commented FAQ information 42 has read permission (r) and write permission (w) set for the user who made the write request, and read permission (r) set for the administrator A1.

[0040] The inquiry information 43 is information indicating the content of each inquiry sent from a user to the administrator's address. Specifically, the inquiry information 43 includes inquiry data generated by accepting a transmission instruction on the inquiry form screen G4, i.e., data on the inquiry form screen G4 including the commented FAQ G41.

[0041] The control unit 50 includes an FAQ display unit 51, a form processing unit 52, an FAQ status visualization unit 53, and an FAQ revision processing unit 54. For example, the control unit 50 is realized by a processor.

[0042] The FAQ display unit 51 is a processing unit that generates a display screen of help content (FAQ) in response to a request from the terminal devices 3 and 4, and displays it on the terminal devices 3 and 4. Specifically, the FAQ display unit 51 reads out FAQ (original) information 41 in response to a request from the terminal devices 3 and 4, generates an FAQ search screen G1, an FAQ viewing screen G2, etc., and then outputs them to the terminal devices 3 and 4.

[0043] The form creation processing unit 52 is a processing unit that, when a writing request is received by pressing the direct writing button G21 on the FAQ viewing screen G2, accepts editing of the FAQ from the user and creates an inquiry form.

[0044] Specifically, when the form creation processing unit 52 receives a writing request on the FAQ viewing screen G2, it creates a duplicate FAQ by duplicating the FAQ displayed on the FAQ viewing screen G2. Specifically, the form creation processing unit 52 performs a screen capture of the FAQ viewing screen G2 and creates a duplicate FAQ. Next, the form creation processing unit 52 grants viewing and editing permissions for the created duplicate FAQ to the user who received the writing request and the administrator.

[0045] Next, the form creation processing unit 52 generates an FAQ editing screen G3 that accepts edit content (writing) for the duplicated FAQ for which the user has been granted editing rights, and outputs the FAQ editing screen G3 to the terminal devices 3 and 4. Next, when the inquiry form creation button G32 on the FAQ editing screen G3 is pressed, the form creation processing unit 52 generates an inquiry form creation screen G4 that includes the edited FAQ G41 with comments, and outputs the inquiry form creation screen G4 to the terminal devices 3 and 4.

[0046] Next, when the form issuing processing unit 52 receives a sending instruction on the inquiry form issuing screen G4, it sends the data of the inquiry form issuing screen G4 including the FAQ with comments G41 (for example, screen data similar to the inquiry form issuing screen G4) to a destination such as an email address for the operator (including it in the inquiry information 43).

[0047] The FAQ status visualization unit 53 is a processing unit that performs processing related to the FAQ-utilization dashboard D3, generates FAQ usage status screens G5 and G6 (see FIGS. 8 and 9) that visualize the usage status of the FAQ, and displays them on the display unit 30. Specifically, the form generation processing unit 52 tally up the number of views, ratings, and the like for each FAQ (original) D1 included in the FAQ (original) information 41, and displays them on the screen of the display unit 30. In addition, the form generation processing unit 52 displays on the screen of the display unit 30, for each FAQ, the number of inquiries (number of comments) obtained by tallying the inquiry information 43, and the content of the comments included in the comment-added FAQ information 42.

[0048] The FAQ revision processing unit 54 is a processing unit that revises the FAQ (original) information 41 based on input operations by the user (operator) via the input unit 20. Specifically, the FAQ revision processing unit 54 receives, from the input unit 20, the designation of an FAQ to be added or revised for the FAQ (original) information 41. Next, the FAQ revision processing unit 54 displays, on the display unit 30, the content of the designated FAQ as well as the parts and contents of comments from users U1 to U3 based on the comment-added FAQ information 42, and receives input of revision contents via the input unit 20. Next, the FAQ revision processing unit 54 reflects the input revision contents in the FAQ (original) information 41.

[0049] Fig. 6 is a flowchart showing an example of the operation of the information processing device according to the embodiment. Specifically, Fig. 6 shows an example of the operation when users U1, U2, and U3 view and edit help content (FAQ).

[0050] As shown in FIG. 6, when the process starts, the FAQ display unit 51 generates a display screen for help content (FAQ) in response to a request from the terminal devices 3 and 4, and displays it on the terminal devices 3 and 4 (S1).

[0051] Next, the form issuing processing unit 52 determines whether the direct writing button G21 on the FAQ viewing screen G2 has been pressed (S2). If the direct writing button G21 has not been pressed (S2: No), the control unit 50 ends the process.

[0052] If the direct write button G21 is pressed (S2: Yes), the form creation processing unit 52 creates a duplicated FAQ by duplicating the FAQ displayed on the FAQ viewing screen G2, and grants viewing and editing rights to the user who accepted the writing request and to the administrator. Next, the form creation processing unit 52 creates an FAQ editing screen G3 that accepts editing content (writing) for the duplicated FAQ for which editing rights have been granted to the user, and outputs this to the terminal devices 3 and 4. On this FAQ editing screen G3, the user directly enters any unclear points in the FAQ as comments G31 (S3).

[0053] Next, when the inquiry form button G32 on the FAQ editing screen G3 is pressed, the form issuing processing unit 52 generates an inquiry form screen G4 including the edited commented FAQ G41, outputs it to the terminal device 3, 4, and issues an inquiry form in response to a send instruction on this inquiry form screen G4 (S4).

[0054] Next, the operator A1 checks the details of the forms that have been inquired about by the users U1 to U3 (S5) and provides guidance (presents a solution) corresponding to the details of the forms (S6). Next, the FAQ status visualization unit 53 aggregates the status information of the FAQ (original) information 41, the FAQ information with comments 42, and the inquiry information 43, and displays on the display unit 30 a list of FAQs viewed within a specified period, the number of comments, the comment locations, the comment contents, etc. (S7), and then ends the processing. This allows the operator A1 to check the usage status of the FAQs.

[0055] 7 is a flowchart illustrating an example of the operation of the information processing device according to the embodiment. Specifically, FIG. 7 illustrates an example of the operation when an administrator A1 checks the usage status of help content (FAQ) and makes revisions to it.

[0056] As shown in FIG. 7, when the process starts, the FAQ status visualization unit 53 aggregates the status information of the FAQ (original) information 41, the FAQ information with comments 42, and the inquiry information 43, and displays on the display unit 30 a list of the FAQs viewed within a specified period, the number of comments, the comment locations, the comment contents, etc. (S11).

[0057] 8 and 9 are explanatory diagrams showing examples of FAQ usage status screens. As shown in Fig. 8, the FAQ status visualization unit 53 aggregates status information of the FAQ (original) information 41 to generate an FAQ usage status screen G5 including a status display area G51 that displays usage status such as the number of views, number of comments, and rating value (likely or not like) for each FAQ, and displays the FAQ usage status screen G5 on the display unit 30. This FAQ usage status screen G5 allows the operator A1 to easily check the usage status (number of views, number of comments, rating, etc.) for each FAQ.

[0058] 9, the FAQ status visualization unit 53 aggregates the comment-attached FAQ information 42 and the inquiry information 43 to generate an FAQ usage status screen G6 including a comment count display area G61 showing the (number of) comments in each FAQ and a comment content display area G62 showing the content of the comments in each FAQ, and displays the FAQ usage status screen G6 on the display unit 30. This FAQ usage status screen G6 allows the operator A1 to easily check the content of users' comments on each FAQ.

[0059] 7, the FAQ revision processing unit 54 determines whether or not to add or modify an FAQ based on input operations by the user (operator) via the input unit 20 (S12). If an FAQ is not to be added or modified (S12: No), the FAQ revision processing unit 54 ends the process.

[0060] If an FAQ is to be added or modified (S12: Yes), the FAQ revision processing unit 54 receives, from the input unit 20, the designation of the FAQ to be added or modified in the FAQ (original) information 41 (S13).

[0061] Next, the FAQ revision processing unit 54 presents (displays on the display unit 30) the contents of the specified FAQ by referring to the FAQ (original) information 41. The FAQ revision processing unit 54 also presents (displays on the display unit 30) the parts and contents of comments from users U1 to U3 for the specified FAQ based on the comment-attached FAQ information 42. Here, the FAQ revision processing unit 54 accepts input of revision contents via the input unit 20 (S14).

[0062] Next, the FAQ revision processing unit 54 reflects the input revision content in the FAQ (original) information 41 (S15), and determines whether or not any FAQs have been added or modified based on the input operation from the input unit 20 (S16). If any FAQs have been added or modified (S16: Yes), the FAQ revision processing unit 54 returns the process to S13. If no FAQs have been added or modified (S16: No), the FAQ revision processing unit 54 ends the process.

[0063] As described above, the information processing device 1 accepts a request to write to an FAQ by operating the direct write button G21 on the FAQ viewing screen G2 for viewing help content (FAQ). When the information processing device 1 accepts a write request, it copies the help content. The information processing device 1 grants viewing and editing rights to the copied FAQ to the user who accepted the write request and to the administrator of the FAQ. The information processing device 1 transmits inquiry information 43 including the FAQ edited by the user to the administrator's address.

[0064] As a result, for example, by writing comments to the copied FAQ, the user can easily provide the operator with an explanation of the section in question and the explanation of that section. Furthermore, by checking the FAQ edited by the user, the operator can easily identify the section in question that the user is unsure about and how to improve that section. In other words, the information processing device 1 can reduce the operational load of service desk operations.

[0065] Furthermore, the information processing device 1 copies the FAQ viewing screen G2 at the time the writing request is received. As a result, for example, in the case of multi-page help content (such as an FAQ or manual), the pages are narrowed down to those displayed on the FAQ viewing screen G2 at the time the writing request is received, making it easier to identify the section of the explanation that the user has a question about. Furthermore, if the help content is an explanatory video or the like, the pages are narrowed down to the playback section at the time the writing request is received on the viewing screen while the explanatory video is being played, i.e., the playback section at the time the user has a question about the explanatory video, making it easier to identify the playback section at which the user has a question about the explanatory video.

[0066] Furthermore, the information processing device 1 transmits inquiry information 43 including an FAQ editing screen G3 on which the user has written something to the replicated FAQ viewing screen G2. This allows the operator to easily identify the part about which the user has questions and how to improve that part, based on the writing on the FAQ viewing screen G2.

[0067] Furthermore, the information processing device 1 displays, for each help content, a summary screen (FAQ usage status screen G6) that summarizes the inquiry information 43. This allows the operator to easily check the number of inquiries from users for each help content.

[0068] Note that the components of each device shown in the figure do not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or part of them can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc.

[0069] Furthermore, the various processing functions of the FAQ display unit 51, the form processing unit 52, the FAQ status visualization unit 53, and the FAQ revision processing unit 54 performed by the control unit 50 of the information processing device 1 may be executed in whole or in part on a CPU (or a microcomputer such as an MPU or MCU (Micro Controller Unit)). Needless to say, the various processing functions may be executed in whole or in part on a program analyzed and executed by the CPU (or a microcomputer such as an MPU or MCU), or on hardware using wired logic. The various processing functions performed by the information processing device 1 may also be executed by multiple computers working together using cloud computing.

[0070] The various processes described in the above embodiments can be realized by executing a program prepared in advance on a computer. Therefore, an example of a computer configuration (hardware) that executes a program having the same functions as those of the above embodiments will be described below. Fig. 10 is an explanatory diagram illustrating an example of a computer configuration.

[0071] 10, computer 200 includes CPU 201 for executing various types of arithmetic processing, input device 202 for receiving data input, monitor 203, and speaker 204. Computer 200 also includes medium reading device 205 for reading programs and the like from a storage medium, interface device 206 for connecting with various devices, and communication device 207 for connecting with external devices via wired or wireless communication. Computer 200 also includes RAM 208 for temporarily storing various types of information, and hard disk drive 209. Each unit (201 to 209) within computer 200 is connected to bus 210.

[0072] The hard disk drive 209 stores a program 211 for executing various processes in the functional configuration described in the above embodiment (for example, the FAQ display unit 51, the form processing unit 52, the FAQ status visualization unit 53, and the FAQ revision processing unit 54). The hard disk drive 209 also stores various data 212 referenced by the program 211. The input device 202, for example, accepts input of operation information from an operator. The monitor 203, for example, displays various screens operated by the operator. The interface device 206 is connected to, for example, a printing device. The communication device 207 is connected to a communication network such as a LAN (Local Area Network), and exchanges various information with external devices via the communication network.

[0073] The CPU 201 reads out the program 211 stored in the hard disk drive 209, expands it into the RAM 208, and executes it to perform various processes related to the above-described functional configuration (for example, the FAQ display unit 51, the form processing unit 52, the FAQ status visualization unit 53, and the FAQ revision processing unit 54). The program 211 does not have to be stored in the hard disk drive 209. For example, the program 211 stored in a storage medium readable by the computer 200 may be read out and executed. Examples of storage media readable by the computer 200 include portable storage media such as CD-ROMs, DVD discs, USB (Universal Serial Bus) memory, semiconductor memories such as flash memory, and hard disk drives. The program 211 may also be stored in a device connected to a public line, the Internet, a LAN, or the like, and the computer 200 may read out and execute the program 211 from the device.

[0074] The following additional notes are provided regarding the above-described embodiments.

[0075] (Appendix 1) Accept a request to write to the help content on the help content display screen, If the write request is accepted, copy the help content; granting an editing right to the copied help content to the user who accepted the write request and a viewing right to the manager of the help content; sending inquiry data including the help content edited by the user to a destination of the administrator; An information processing program that causes a computer to execute a process.

[0076] (Note 2) The copying process copies the display screen of the help content at the time when the write request is accepted. 2. The information processing program according to claim 1,

[0077] (Supplementary Note 3) The process of transmitting transmits the inquiry data including screen data on which the user has written something on the display screen of the replicated help content. 3. The information processing program according to claim 2,

[0078] (Appendix 4) The help content is a FAQ that shows questions and answers to the questions. 2. The information processing program according to claim 1,

[0079] (Appendix 5) The computer is further caused to execute a process of displaying a summary screen that summarizes the inquiry data for each of the help contents. 2. The information processing program according to claim 1,

[0080] (Appendix 6) Accept a request to write to the help content on the display screen of the help content, If the write request is accepted, copy the help content; granting an editing right to the copied help content to the user who accepted the write request and a viewing right to the manager of the help content; sending inquiry data including the help content edited by the user to a destination of the administrator; An information processing method characterized in that the processing is executed by a computer.

[0081] (Supplementary Note 7) The copying process copies the display screen of the help content at the time when the write request is accepted. 7. The information processing method according to claim 6,

[0082] (Supplementary Note 8) The sending process sends the inquiry data including screen data on which the user has written something on the display screen of the replicated help content. 8. The information processing method according to claim 7,

[0083] (Appendix 9) The help content is a FAQ that shows questions and answers to the questions. 7. The information processing method according to claim 6,

[0084] (Supplementary Note 10) The computer further executes a process of displaying a summary screen that summarizes the inquiry data for each of the help contents. 7. The information processing method according to claim 6,

[0085] (Appendix 11) Accept a request to write to the help content on the display screen of the help content, If the write request is accepted, copy the help content; granting an editing right to the copied help content to the user who accepted the write request and a viewing right to the manager of the help content; sending inquiry data including the help content edited by the user to a destination of the administrator; An information processing device comprising: a control unit that executes processing.

[0086] (Supplementary Note 12) The copying process copies the display screen of the help content at the time when the write request is accepted. 12. The information processing device according to claim 11,

[0087] (Supplementary Note 13) The sending process sends the inquiry data including screen data on which the user has written something on the display screen of the replicated help content. 13. The information processing device according to claim 12,

[0088] (Appendix 14) The help content is a FAQ that shows questions and answers to the questions. 12. The information processing device according to claim 11,

[0089] (Supplementary Note 15) The computer is further caused to execute a process of displaying a summary screen that summarizes the inquiry data for each of the help contents. 12. The information processing device according to claim 11, [Explanation of symbols]

[0090] 1...Information processing device 2. Communication network 3...Terminal device 4...Terminal device 10. Communications Department 20...Input section 30…Display section 40...Storage section 41...FAQ (original) information 42...FAQ information with comments 43...Inquiry information 50...Control unit 51...FAQ display section 52...Voucher processing unit 53...FAQ status visualization section 54...FAQ revision processing section A1…Operator D1...FAQ (original) D2a, D2b, D2c… FAQ with comments D3: FAQ Dashboard G1...FAQ search screen G2...FAQ viewing screen G3...FAQ editing screen G4...Inquiry Form Screen G5, G6...FAQ usage status screen G11: Search word input area G12...List display area G21…Direct writing button G31...Comments G32...Inquiry form button G41…FAQ with comments G51...Status display area G61…Comment count display area G62...Comment content display area U1~U3…User 200...Computer 201...CPU 202...input device 203...Monitor 204...Speaker 205...Media reader 206...Interface device 207...Communication equipment 208...RAM 209...Hard disk drive 210...bus 211…Program 212...Various data

Claims

1. Accepting a request to write to the help content on the display screen of the help content; If the write request is accepted, copy the help content; granting an editing right to the copied help content to the user who accepted the write request and a viewing right to the manager of the help content; sending inquiry data including the help content edited by the user to a destination of the administrator; An information processing program that causes a computer to execute a process.

2. the copying process includes copying the display screen of the help content at the time when the write request is received.

2. The information processing program according to claim 1, wherein:

3. the transmitting process transmits the inquiry data including screen data on which the user has written something on the display screen of the replicated help content.

3. The information processing program according to claim 2, wherein:

4. The help content is a FAQ that shows questions and answers to the questions.

2. The information processing program according to claim 1, wherein:

5. causing the computer to further execute a process of displaying a summary screen in which the inquiry data is summarized for each of the help contents; 2. The information processing program according to claim 1, wherein:

6. Accepting a request to write to the help content on the display screen of the help content; If the write request is accepted, copy the help content; granting an editing right to the copied help content to the user who accepted the write request and a viewing right to the manager of the help content; sending inquiry data including the help content edited by the user to a destination of the administrator; An information processing method characterized in that the processing is executed by a computer.

7. Accepting a request to write to the help content on the display screen of the help content; If the write request is accepted, copy the help content; granting an editing right to the copied help content to the user who accepted the write request and a viewing right to the manager of the help content; sending inquiry data including the help content edited by the user to a destination of the administrator; An information processing device comprising: a control unit that executes processing.

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