Information processing device, display method, and display program

Abstract

To provide an information processing device, a display method, and a display program that perform text display according to a skill level of a user.SOLUTION: In a system 1 including a maintenance target system 30 and an information processing device 100, when receiving a reference request for text information, the information processing device 100 identifies a predetermined keyword from a plurality of words included in the text information, and performs display in a first display form for displaying the text information and a predetermined keyword or in a second display form for displaying the predetermined keyword based on a skill level of a user who made the reference request.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information processing device and the like. [Background technology]

[0002] A system is composed of multiple devices such as servers and network devices, and there is a possibility that they may suddenly fail. Furthermore, even a failure of a part of the device may cause a failure of the entire system. In the following, the devices that make up the system, such as the servers and network devices, are collectively referred to as the equipment subject to maintenance.

[0003] In order to prevent system failures, workers check the logs output from multiple maintenance target devices and the failure reports issued from failure cases, and check whether there are any signs of failure in each maintenance target device. If a worker finds any signs of failure, he or she will inspect and replace the corresponding maintenance target device.

[0004] In addition, since there are many failure reports issued from failure cases of each maintenance target device, the burden on the workers is heavy. For this reason, there is a conventional technique for identifying important points contained in the failure reports and attaching marks or the like to the identified important points. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Publication No. 08-166945 [Patent Document 2] JP 2006-171674 A [Patent Document 3] Japanese Patent Application Publication No. 05-067107 [Patent Document 4] JP 2016-201146 A Summary of the Invention [Problem to be solved by the invention]

[0006] However, in the above-mentioned conventional technology, it is not possible to display a trouble report according to the skill level of the worker.

[0007] For example, an experienced technician who is accustomed to maintenance work can often use his or her experience to select and select the keywords that he or she considers important in a fault report, understand it in a short amount of time, and grasp the status of the equipment being maintained. However, a novice technician may not be able to grasp the status of the equipment being maintained by checking only the marked areas, and may end up having to check the entire fault report.

[0008] The above problem is not limited to failure reports output from equipment under maintenance, but may also occur in text information referenced by users with different levels of proficiency.

[0009] In one aspect, the present invention has an object to provide an information processing device, a display method, and a display program capable of displaying text according to a user's level of proficiency. [Means for solving the problem]

[0010] In a first proposal, the information processing device has a storage unit, an identification unit, and a display control unit. The storage unit stores text information including a plurality of words. When a reference request for the text information is received, the identification unit identifies a predetermined keyword from the plurality of words included in the text information. The display control unit performs display in a first display form in which the text information and the predetermined keyword are displayed, or in a second display form in which the predetermined keyword is displayed, based on the proficiency level of the user who made the reference request. Effect of the Invention

[0011] It is possible to display text according to the user's level of skill. [Brief description of the drawings]

[0012] [Figure 1] FIG. 1 is a diagram illustrating an example of a system according to the present embodiment. [Diagram 2] FIG. 2 is a diagram showing an example of the first display screen. [Diagram 3] FIG. 3 is a diagram showing an example of the second display screen. [Figure 4] FIG. 4 is a diagram showing an example of the third display screen. [Diagram 5] FIG. 5 is a functional block diagram illustrating a configuration of an information processing device according to the present embodiment. [Figure 6] FIG. 6 is a diagram illustrating an example of a data structure of the failure report DB. [Figure 7] FIG. 7 is a diagram illustrating an example of a data structure of the worker information table. [Figure 8] FIG. 8 is a diagram illustrating an example of a data structure of the keyword table. [Figure 9] FIG. 9 is a flowchart showing the procedure of a process for registering a fault report. [Figure 10] FIG. 10 is a flowchart showing the procedure of a process for displaying a fault report. [Figure 11] FIG. 11 is a flowchart showing the procedure of the first display process. [Figure 12] FIG. 12 is a flowchart showing the procedure of the second display process. [Figure 13] FIG. 13 is a flowchart showing the procedure of the third display process. [Figure 14] FIG. 14 is a diagram illustrating an example of a hardware configuration of a computer that realizes the same functions as the information processing apparatus of the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0013] Hereinafter, an information processing device, a display method, and a display program disclosed in the present application will be described in detail with reference to the accompanying drawings. Note that the present invention is not limited to the embodiments. EXAMPLES

[0014] Fig. 1 is a diagram showing an example of a system according to the present embodiment. As shown in Fig. 1, the system 1 includes a maintenance target system 30 and an information processing device 100. The maintenance target system 30 and the information processing device 100 are connected to each other via a network 5.

[0015] The maintenance target system 30 has a plurality of maintenance target devices that are to be maintained. In the example shown in Fig. 1, the maintenance target system 30 has the maintenance target devices 31a, 31b, and 31c, but may further have other maintenance target devices. In the following description, the maintenance target devices 31a to 31c and the other maintenance target devices are collectively referred to as "maintenance target devices 31".

[0016] For example, the maintenance target device 31 corresponds to a server, a network device, etc. The maintenance target device 31 periodically generates fault report data. For example, the fault report is text information indicating the status of the hardware included in the maintenance target device 31 (CPU operating rate, memory usage, etc.) and the communication status via the network (packet communication volume, bit error rate, number of retries, etc.). The maintenance target device 31 transmits the fault report data to the information processing device 100. In the following description, the fault report data will be simply referred to as a fault report.

[0017] The information processing device 100 receives a failure report from the maintenance target device 31, and stores the received failure report in the failure report DB 141. When the information processing device 100 receives a request from an operator to refer to a failure report stored in the failure report DB 141, the information processing device 100 displays the failure report in a display format according to the operator's level of proficiency. Note that the failure report may include, in addition to reports periodically generated by the system, warning reports issued by a person based on failure cases of the target device.

[0018] In this embodiment, a case will be described in which a worker makes a reference request by operating an input device of the information processing device 100, but the worker may use another terminal to access the information processing device 100 and make a reference request. When making a reference request, the worker inputs a worker ID (Identification) that uniquely identifies the worker.

[0019] An example of a display form of a fault report by the information processing device 100 will be described. For example, the proficiency of a worker is classified into one of proficiency levels 1, 2, and 3. The proficiency levels are, from lowest to highest, proficiency level 1 (beginner), proficiency level 2 (mid-level worker), and proficiency level 3 (expert). Proficiency refers to, for example, the number of years of experience in maintenance work or the number of years of experience in maintenance work in the field in which the worker is responsible (finance, local government, etc.). However, it is not limited to this.

[0020] When the skill level of the worker is skill level 1, the information processing device 100 generates a first display screen of the trouble report and displays it on the display device.

[0021] 2 is a diagram showing an example of a first display screen. The information processing device 100 scans the text included in the fault report and identifies a predetermined keyword. The predetermined keyword is defined in a keyword table described later. In the following description, the predetermined keyword is simply referred to as a keyword.

[0022] The information processing device 100 displays the text included in the failure report on the first display screen 50, and highlights the keywords included in the text. Keywords k-1, k-2, k-3, and k-4 are highlighted on the first display screen 50 shown in Fig. 2. The information processing device 100 adjusts the degree of highlighting according to the importance of the keywords.

[0023] When the information processing device 100 receives a selection of any keyword by a worker, the information processing device 100 displays information on an explanatory text explaining the selected keyword. For example, when the information processing device 100 receives a selection of "keyword k-3", the information processing device 100 displays a display screen 50a displaying an explanatory text for "keyword k-3".

[0024] Next, when the skill level of the worker is skill level 2, the information processing device 100 generates a second display screen and displays it on the display device.

[0025] 3 is a diagram showing an example of the second display screen. The information processing device 100 scans the text included in the fault report and identifies keywords and nouns. If a word included in the text is a noun and corresponds to a keyword, the information processing device 100 treats the word as a keyword.

[0026] The information processing device 100 displays nouns and keywords in the order of appearance in the text of the failure report on the second display screen 51. Nouns n-1, n-2, n-3, n-4, n-5, n-6, n-7, and n-8 and keywords k-1, k-2, k-3, and k-4 are displayed on the second display screen 51. The information processing device 100 highlights the keywords. On the second display screen 51 shown in FIG. 3, keywords k-1, k-2, k-3, and k-4 are highlighted. The information processing device 100 adjusts the degree of highlighting according to the importance of the keywords.

[0027] When the information processing device 100 receives a selection of any keyword by an operator, it extracts a sentence including the selected keyword from among multiple sentences included in the trouble report, and displays it on the display screen 51a. Here, a sentence is a character string separated by a period, etc. The information processing device 100 may display the text of multiple sentences of one paragraph of a document including the selected keyword. Each paragraph is separated by a space, etc.

[0028] Next, when the skill level of the worker is skill level 3, the information processing device 100 generates a third display screen and displays it on the display device.

[0029] 4 is a diagram showing an example of the third display screen. The information processing device 100 scans the text included in the problem report and identifies keywords.

[0030] The information processing device 100 displays the keywords on the third display screen 52 in the order in which they appear in the text of the failure report. Keywords k-1, k-2, k-3, and k-4 are displayed on the third display screen 52. The information processing device 100 highlights the keywords. On the third display screen 52 shown in Fig. 4, keywords k-1, k-2, k-3, and k-4 are highlighted. The information processing device 100 adjusts the degree of highlighting according to the importance of the keywords.

[0031] When the information processing device 100 receives a selection of any keyword by the worker, the information processing device 100 performs the same process as that described for the second display screen 51. That is, the information processing device 100 extracts a sentence including the selected keyword from among multiple sentences included in the trouble report, and displays it on the display screen 52a. Note that the information processing device 100 may display the text of multiple sentences of one paragraph of a document including the selected keyword.

[0032] As described above, the information processing device 100 according to the present embodiment identifies nouns and keywords contained in the trouble report, generates a display screen according to the proficiency level of the worker who made the trouble request, and displays it on the display device. This makes it possible to display a trouble report suitable for the proficiency level of the worker.

[0033] For example, when the worker's proficiency level is proficiency level 1 (beginner), the information processing device 100 displays the entire text of the problem report, and when a keyword selection is accepted, an explanation of the keyword is displayed, thereby enhancing the worker's understanding of the problem report.

[0034] When the proficiency of a worker is at proficiency level 2 (mid-level worker), the information processing device 100 displays nouns and keywords in the problem report, thereby reducing the burden on the worker when reading the problem report. Furthermore, when the information processing device 100 receives a keyword selection, it extracts and displays sentences including the selected keyword, thereby making up for the lack of information that occurs when only nouns and keywords are displayed.

[0035] When the proficiency of the worker is at proficiency level 3 (expert), the information processing device 100 displays only the keywords of the trouble report, thereby reducing the burden on the worker to read the trouble report. Furthermore, when the information processing device 100 receives a keyword selection, it extracts and displays a sentence including the selected keyword, thereby making up for the lack of information that occurs when only the keywords are displayed.

[0036] Next, a configuration example of the information processing device 100 according to this embodiment will be described. Fig. 5 is a functional block diagram showing the configuration of the information processing device according to this embodiment. As shown in Fig. 5, this information processing device 100 has a communication unit 110, an input unit 120, a display unit 130, a storage unit 140, and a control unit 150.

[0037] The communication unit 110 executes data communication with the maintenance target device 31 of the maintenance target system 30, an external device, a terminal used by a worker, etc. For example, the communication unit 110 is realized by a NIC (Network Interface Card) or the like.

[0038] The input unit 120 is realized using input devices such as a keyboard and a mouse, and inputs various information to the control unit 150 in response to input operations by an operator. For example, the operator operates the input unit 120 to input a request to refer to a fault report, input an operator ID, select a keyword, and the like.

[0039] The display unit 130 is realized by a display device such as a liquid crystal display. The display unit 130 displays a display screen generated by the control unit 150. For example, the display unit 13 displays the display screens 50, 50a, 51, 51a, 52, and 52a described with reference to FIGS.

[0040] The storage unit 140 is realized by, for example, a semiconductor memory element such as a flash memory, or a storage device such as a hard disk, an optical disk, etc. The storage unit 140 has a trouble report DB 141, a worker information table 142, and a keyword table 143.

[0041] Problem report DB141 stores problem reports. Fig. 6 is a diagram showing an example of the data structure of the problem report DB. As shown in Fig. 6, problem report DB141 associates a problem report number, a paragraph number, text data, the number of selections, and a read flag. The problem report number is a number assigned to the problem report. The paragraph number is a number assigned to the paragraph of the problem report. The text data is text data included in the problem report, and is, for example, broken down into paragraphs of a document and registered in problem report DB141.

[0042] The number of selections indicates the number of times a keyword included in the text data of the corresponding paragraph has been selected. The read flag indicates whether the text data of the corresponding paragraph has been referenced. If it has been referenced, the read flag is "on". If it has not been referenced, the read flag is "off".

[0043] The worker information table 142 is a table that holds information regarding the proficiency of workers. FIG. 7 is a diagram showing an example of the data structure of the worker information table. As shown in FIG. 7, the worker information table 142 associates a worker ID, a name, and a proficiency level. The worker ID is a number that uniquely identifies a worker. The name is the name of the worker. The proficiency level is the proficiency level of the worker. In FIG. 7, (1) indicates proficiency level 1. (2) indicates proficiency level 2. (3) indicates proficiency level 3.

[0044] For example, the name of the worker with the worker ID "U1001" is "Yamada Taro" and the skill level is "(1) <skill level 1>".

[0045] The keyword table 143 holds various information related to keywords. FIG. 8 is a diagram showing an example of the data structure of the keyword table. As shown in FIG. 8, the keyword table 143 associates a keyword, an explanatory text, an importance level, and an expert selection count. A keyword is a word corresponding to a technical term used in maintenance work or the like. An explanatory text is text data explaining a keyword. An importance level is the importance level of a keyword. For example, the importance level of a keyword is classified into A, B, and C. The importance level relationship is A>B>C. An expert selection count indicates the number of times a worker with a skill level of 3 selected the corresponding keyword. Note that the keyword table 143 may be set to have an importance level and a skill selection count for each skill level. In this way, the number of keyword selections according to the level of the expert can be managed, and the display can be controlled according to the level of the expert, so that more detailed management can be achieved.

[0046] As explained in Fig. 4, by a worker selecting a keyword, sentences containing the keyword can be displayed. Every time a keyword is selected by an expert level 3 worker, the number of times the selected keyword has been selected by an expert is counted up by one. The importance is also updated according to the number of times the expert has selected the keyword.

[0047] Returning to the description of Fig. 5, the control unit 150 has a receiving unit 151, a specifying unit 152, and a display control unit 153. The control unit 150 is realized by a CPU (Central Processing Unit) or an MPU (Micro Processing Unit). The control unit 150 may also be executed by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

[0048] The receiver 151 receives a failure report from the maintenance target device 31, and registers the received failure report in the failure report DB 141. For example, the receiver 151 performs the following process to register the failure report in the failure report DB 141. It is assumed that a failure report number is assigned to the failure report.

[0049] When receiving a problem report, receiving unit 151 identifies the problem report number assigned to the problem report. Receiving unit 151 scans the problem report to identify space portions in the text, and divides the text data of the problem report into multiple paragraphs of text data, using the space portions as paragraph separators. Receiving unit 151 assigns paragraph numbers to each piece of divided text data in ascending order. Receiving unit 151 associates the problem report number, each paragraph number, and text data, and registers them in problem report DB 141. Receiving unit 151 sets the number of selections for the registered text data to an initial value of 0.

[0050] When header information is added to the trouble report or each paragraph of the trouble report, the receiving unit 151 may register the header information in the trouble report DB 141 in association with the trouble report and each paragraph.

[0051] The identification unit 152 executes the following process in cooperation with the display control unit 153 described later. For the sake of convenience, in this embodiment, a case will be described in which the worker makes a reference request for each paragraph number, but the present invention is not limited to this.

[0052] When the identification unit 152 receives a paragraph number that is the subject of a reference request from the display control unit 153, the identification unit 152 acquires text data corresponding to the paragraph number stored in the problem report DB 141. The identification unit 152 performs a morphological analysis on the acquired text data, and divides the text data into a plurality of words.

[0053] The identification unit 152 identifies keywords set in the keyword table 143 from among the words included in the text data. The identification unit 152 identifies words corresponding to nouns from among the words included in the text data other than keywords. The identification unit 152 assigns additional information on the order of appearance of the keywords and nouns in the text data to the keywords and nouns. The identification unit 152 outputs the keywords included in the text data and the words corresponding to the nouns to the display control unit 153.

[0054] Furthermore, the identification unit 152 executes a process of updating the importance of a keyword according to the number of times selected by an expert in the keyword table 143. When the number of times selected by an expert is equal to or greater than a first threshold (e.g., 5), the identification unit 152 updates the importance of the corresponding record from C to B. When the number of times selected by an expert is equal to or greater than a second threshold (e.g., 10), the identification unit 152 updates the importance of the corresponding record from B to A. The initial value of the importance of a keyword is set to C. The number of times selected by an expert is updated by the display control unit 153.

[0055] The display control unit 153 executes the following process in cooperation with the above-mentioned identification unit 152. When the display control unit 153 receives a request to display a selection screen, it causes the display unit 130 to display a list screen of the failure report numbers and paragraph numbers registered in the failure report DB 141. When header information is associated with the failure report numbers and paragraph numbers, the display control unit 153 may also display the header information together. When displaying the list screen, the display control unit 153 may also display only the paragraph numbers in the failure report DB 141 whose read flags are on.

[0056] The worker refers to the list screen displayed on the display unit 130, and operates the input unit 120 to select the paragraph number for which a reference request is to be made. The worker also operates the input unit 120 to input the worker ID to the information processing device 100. As a result, the display control unit 153 acquires the paragraph number that is the subject of the reference request and the worker ID of the worker.

[0057] The display control unit 153 identifies the proficiency level by comparing the acquired worker ID with the worker information table 142. The display control unit 153 notifies the identification unit 152 of the paragraph number that is the target of the reference request, and thereby acquires, from the identification unit 152, information on keywords and nouns included in the text data that corresponds to the paragraph number.

[0058] The processing of the display control unit 153 when the worker's skill level is skill level 1, when the worker's skill level is skill level 2, and when the worker's skill level is skill level 3 will be described below in order.

[0059] The process when the worker's proficiency level is proficiency level 1 will be described. The display control unit 153 acquires text data of the paragraph number that is the subject of the reference request from the fault report DB 141, and generates the display screen 50 described in FIG. 2 based on the acquired text data. The display control unit 153 causes the generated display screen 50 to be displayed on the display unit 130. The display control unit 153 specifies the importance of keywords included in the text data based on the keyword table 143, and highlights the keywords with an intensity according to the importance. The display control unit 153 highlights keywords with higher importance so that they stand out more.

[0060] When the display control unit 153 receives a selection for a keyword while displaying the display screen 50, the display control unit 153 obtains text data of an explanatory text corresponding to the keyword from the keyword table 143, and generates the display screen 50a that displays the explanatory text described in Fig. 2. The display control unit 153 causes the display screen 50a to be displayed on the display unit 130. The display control unit 153 also refers to the failure report DB 141, and adds 1 to the number of selections corresponding to the text data including the keyword whose selection has been received.

[0061] The process when the proficiency level of the worker is proficiency level 2 will be described. The display control unit 153 generates the display screen 51 described in Fig. 3 by arranging the keywords and nouns included in the text data of the paragraph number that is the subject of the reference request and identified by the identification unit 152 in order of appearance. The display control unit 153 causes the generated display screen 51 to be displayed on the display unit 130. The display control unit 153 identifies the importance of the keywords included in the text data based on the keyword table 143, and highlights the keywords with an intensity according to the importance.

[0062] When display control unit 153 receives a selection for a keyword while displaying display screen 51, display control unit 153 acquires text data of a sentence including the keyword from fault report DB 141 and generates display screen 51a. Display control unit 153 causes display unit 130 to display the generated display screen 51a. Display control unit 153 also refers to fault report DB 141 and adds 1 to the number of selections corresponding to the text data including the keyword for which selection has been received.

[0063] The process will be described when the proficiency level of the worker is proficiency level 3. The display control unit 153 generates the display screen 52 described in Fig. 4 by arranging the keywords identified by the identification unit 152, which are included in the text data of the paragraph number that is the subject of the reference request, in order of appearance. The display control unit 153 causes the display unit 130 to display the generated display screen 52.

[0064] When the display control unit 153 receives a selection for a keyword while displaying the display screen 52, the display control unit 153 acquires text data of a sentence including the keyword from the trouble report DB 141 and generates the display screen 52a. The display control unit 153 causes the generated display screen 52a to be displayed on the display unit 130. Furthermore, when a keyword is selected for a worker with a skill level of 3, the display control unit 153 refers to the keyword table 143 and adds 1 to the number of times an expert has selected the keyword corresponding to the selected keyword.

[0065] As described above, the display control unit 153 generates a display screen according to the proficiency level of the worker, and displays it on the display unit 130 (display device). After displaying the display screen, the display control unit 153 accesses the trouble report DB 141, and sets the read flag corresponding to the paragraph number that is the subject of the reference request to ON.

[0066] An initial paragraph display flag may be added to the problem report DB 141 for management. The initial paragraph display flag is a flag used in the second and third display formats when it is better to display the flag from the beginning when the importance of the keyword has changed due to the user's action. The initial value of this initial paragraph display flag may be set to off, and the flag may be controlled so that it is displayed when the importance of the keyword becomes A.

[0067] Next, an example of a processing procedure of the information processing device according to the present embodiment will be described. First, an example of a process in which the information processing device 100 registers a failure report will be described. FIG. 9 is a flowchart showing the procedure of the process in which a failure report is registered. As shown in FIG. 9, the receiving unit 151 of the information processing device 100 receives a failure report from the maintenance target device 31 (step S101). The receiving unit 151 identifies a failure report number (step S102).

[0068] The receiving unit 151 divides the problem report into text data for each paragraph (step S103). The receiving unit 151 assigns a paragraph number to the text data for each paragraph (step S104).

[0069] The receiving unit 151 associates the problem report number, each paragraph number, and the text data for each paragraph, and registers them in the problem report DB 141 (step S105).

[0070] Next, an example of a process in which the information processing device 100 displays a fault report will be described. Fig. 10 is a flowchart showing the procedure of the process of displaying a fault report. As shown in Fig. 10, the display control unit 153 of the information processing device 100 accepts input of a reference request and a worker ID (step S201).

[0071] The display control unit 153 identifies the skill level of the worker based on the worker information table 142 (step S202). The identification unit 152 of the information processing device 100 identifies keywords and nouns from the text data that is the target of the reference request (step S203).

[0072] If the skill level of the worker is skill level 1 (Yes at step S204), the display control unit 153 executes a first display process (step S205).

[0073] On the other hand, if the skill level of the worker is not skill level 1 (step S204, No), the display control unit 153 proceeds to step S206.

[0074] If the skill level of the worker is skill level 2 (Yes at step S206), the display control unit 153 executes a second display process (step S207) and proceeds to step S209.

[0075] On the other hand, if the worker's proficiency level is not proficiency level 2 (if it is proficiency level 3) (step S206, No), the display control unit 153 executes a third display process (step S208) and sets the read flag of the paragraph number corresponding to the reference request to "on" (step S209).

[0076] Next, a description will be given of the processing procedure of the first display process shown in step S205 of Fig. 10. Fig. 11 is a flowchart showing the processing procedure of the first display process. As shown in Fig. 11, the display control unit 153 of the information processing device 100 acquires text data corresponding to a reference request from the fault report DB 141 (step S301).

[0077] The display control unit 153 sets the text data and generates a display screen on which keywords included in the text data are highlighted (step S302). The display control unit 153 causes the display unit 130 to display the display screen (step S303).

[0078] When the display control unit 153 has not received the selection of a keyword (step S304, No), the process proceeds to step S307.

[0079] On the other hand, when the display control unit 153 receives a keyword selection (step S304, Yes), it displays an explanatory text corresponding to the keyword (step S305).The display control unit 153 adds 1 to the number of selections corresponding to the text data including the selected keyword (step S306).

[0080] If the display control unit 153 has received the next reference request (step S307, Yes), the display control unit 153 proceeds to step S301. On the other hand, if the display control unit 153 has not received the next reference request (step S307, No), the display control unit 153 ends the first display process.

[0081] Next, a description will be given of the processing procedure of the second display processing shown in step S207 of Fig. 10. Fig. 12 is a flowchart showing the processing procedure of the second display processing. As shown in Fig. 12, the display control unit 153 of the information processing device 100 acquires nouns and keywords included in the text data corresponding to the reference request (step S401).

[0082] The display control unit 153 generates a display screen in which the nouns and keywords are arranged and the keywords are highlighted (step S402). The display control unit 153 causes the display unit 130 to display the display screen (step S403).

[0083] When the display control unit 153 has not received the selection of a keyword (step S404, No), the process proceeds to step S407.

[0084] On the other hand, when the display control unit 153 receives a keyword selection (step S404, Yes), it displays a sentence including the keyword (step S405).The display control unit 153 adds 1 to the number of selections corresponding to the text data including the selected keyword (step S406).

[0085] If the display control unit 153 has received the next reference request (step S407, Yes), the display control unit 153 proceeds to step S401. On the other hand, if the display control unit 153 has not received the next reference request (step S407, No), the display control unit 153 ends the second display process.

[0086] Next, a description will be given of the processing procedure of the third display process shown in step S208 of Fig. 10. Fig. 13 is a flowchart showing the processing procedure of the third display process. As shown in Fig. 13, the display control unit 153 of the information processing device 100 acquires a keyword included in the text data corresponding to the reference request (step S501).

[0087] The display control unit 153 generates a display screen on which the keywords are arranged and highlighted (step S502), and causes the display unit 130 to display the display screen (step S503).

[0088] When the display control unit 153 has not received the selection of a keyword (step S504, No), the process proceeds to step S507.

[0089] On the other hand, when the display control unit 153 receives the selection of a keyword (step S504, Yes), it displays a sentence including the keyword (step S505).The display control unit 153 adds 1 to the expert selection count corresponding to the selected keyword (step S506).

[0090] If the display control unit 153 has received the next reference request (step S507, Yes), the display control unit 153 proceeds to step S501. On the other hand, if the display control unit 153 has not received the next reference request (step S507, No), the display control unit 153 ends the third display process.

[0091] Next, the effects of the information processing device according to the present embodiment will be described. The information processing device 100 identifies nouns and keywords contained in a trouble report, generates a display screen according to the proficiency level of the worker who made the trouble request, and displays it on the display device. This makes it possible to display a trouble report suitable for the proficiency level of the worker.

[0092] When the proficiency level of the worker is level 1 (beginner), the information processing device 100 displays the entire text of the trouble report, and when the selection of a keyword is accepted, the information processing device 100 displays an explanation of the keyword. This allows the worker to improve his / her understanding of the trouble report, even if the worker is a beginner.

[0093] When the proficiency level of a worker is level 2 (mid-level worker), the information processing device 100 displays nouns and keywords in the problem report. This reduces the burden on mid-level workers with a certain level of knowledge to read the problem report. When the information processing device 100 receives a keyword selection, it extracts and displays sentences containing the selected keyword, thereby making up for a lack of information.

[0094] When the proficiency of a worker is at proficiency level 3 (expert), the information processing device 100 displays only the keywords of the problem report. This reduces the burden on a knowledgeable and skilled worker to read the problem report. When the information processing device 100 receives a keyword selection, it extracts and displays a sentence containing the selected keyword, thereby making up for the lack of information that occurs when only keywords are displayed.

[0095] The above-described processing of the information processing device 100 is merely an example, and the information processing device 100 may execute processing other than the above-described processing. Here, other processing 1 and 2 of the information processing device 100 will be described.

[0096] The "other process 1" of the information processing device 100 will be described. When the display control unit 153 of the information processing device 100 receives a reference request from a worker with a skill level of 2, it displays the display screen 51 of Fig. 3, and when it receives a selection of a keyword, it obtains text data of a sentence including the selected keyword from the fault report DB 141 and generates the display screen 51a. Furthermore, when it receives a selection of a keyword, the display control unit 153 adds 1 to the number of selections corresponding to the text data including the keyword.

[0097] When the number of selections is equal to or greater than a predetermined number, the display control unit 153 may display the entire text instead of displaying only the nouns and keywords, even if the proficiency level of the worker who made the reference request is proficiency level 2. When the number of selections is equal to or greater than a predetermined number, displaying only the nouns and keywords means that there is insufficient information, so by displaying the entire text from the beginning, the display becomes easier for the worker to understand.

[0098] The "other process 2" of the information processing device 100 will be described. When the display control unit 153 of the information processing device 100 receives a reference request from a worker with a skill level of 2, the display control unit 153 displays the display screen 51 of Fig. 3, and when a keyword selection is received, the display control unit 153 obtains text data of a sentence including the selected keyword from the trouble report DB 141 and generates the display screen 51a. However, the display control unit 153 may receive a noun selection instead of a keyword, and obtain text data of a sentence including the received noun from the trouble report DB 141 and display it. Alternatively, the display control unit 153 may display the initial screen.

[0099] Here, the display control unit 153 may count the number of times each noun is selected, and add a noun (word) whose counted number is equal to or exceeds a threshold value as a new keyword to the keyword table 143. In this way, nouns that are frequently selected by workers can be added to the keyword table 143 as keywords.

[0100] Next, an example of a hardware configuration of a computer that realizes the same functions as the information processing device 100 described in the above embodiment will be described. Fig. 14 is a diagram showing an example of a hardware configuration of a computer that realizes the same functions as the information processing device of the embodiment.

[0101] 14, the computer 200 has a CPU 201 that executes various arithmetic processes, an input device 202 that accepts data input from a user, and a display 203. The computer 200 also has a communication device 204 that transmits and receives data to and from external devices, etc., via a wired or wireless network, and an interface device 205. The computer 200 also has a RAM 206 that temporarily stores various information, and a hard disk device 207. The devices 201 to 207 are connected to a bus 208.

[0102] The hard disk device 207 includes a receiving program 207a, a specific program 207b, and a display control program 207c. The CPU 201 reads out each of the programs 207a to 207c and develops them in the RAM 206.

[0103] The reception program 207a functions as the reception process 206a. The specific program 207b functions as the specific process 206b. The display control program 207c functions as the display control process 206c.

[0104] The processing of the reception process 206a corresponds to the processing of the reception unit 151. The processing of the identification process 206b corresponds to the processing of the identification unit 152. The processing of the display control process 206c corresponds to the processing of the display control unit 153.

[0105] It is not necessary that each of the programs 207a to 207c is stored in the hard disk device 207 from the beginning. For example, each of the programs may be stored in a "portable physical medium" such as a flexible disk (FD), CD-ROM, DVD, magneto-optical disk, or IC card that is inserted into the computer 200. Then, the computer 200 may read and execute each of the programs 207a to 207c. [Explanation of symbols]

[0106] 100 Information processing device 110 Communications Department 120 Input section 130 Display section 140 Storage section 141 Fault Report DB 142 Worker Information Table 143 Keyword Table 150 Control section 151 Receiving unit 152 Specific part 153 Display control section

Claims

1. A storage unit that stores text information including a plurality of words; an identification unit that, when a reference request for the text information is received, identifies a predetermined keyword from a plurality of words included in the text information; a display control unit that performs a display in a first display form in which the text information and the predetermined keyword are displayed, or a second display form in which the predetermined keyword is displayed, based on the proficiency level of the user who has made the reference request; 13. An information processing device comprising:

2. The information processing device described in claim 1, characterized in that the user's proficiency level is classified into a first proficiency level, a second proficiency level, or a third proficiency level, in order from lowest to highest proficiency level, and the display control unit displays in the first display form when the user's proficiency level is the first proficiency level.

3. The information processing device according to claim 2, characterized in that the display control unit further executes a process of displaying an explanation of the specified keyword when a selection for the specified keyword is accepted while displaying in the first display form.

4. The information processing apparatus according to claim 2 , wherein the display control unit performs display in the second display mode when the user's proficiency level is the third proficiency level.

5. The information processing device described in claim 2, characterized in that the identification unit further identifies a word corresponding to a noun from the multiple words contained in the text information, and the display control unit further displays in a third display form that displays the specified keyword contained in the text information and the word corresponding to the noun when the user's proficiency level is the second proficiency level.

6. The information processing device according to claim 5, characterized in that the display control unit further executes a process of displaying a sentence including the specified keyword when a selection for the specified keyword is accepted while displaying in the second display form or the third display form.

7. When a reference request for text information containing a plurality of words is received, a predetermined keyword is identified from the plurality of words contained in the text information; Based on the proficiency level of the user who made the reference request, the text information and the predetermined keyword are displayed in a first display form, or the predetermined keyword is displayed in a second display form. A display method characterized in that the processing is executed by a computer.

8. When a reference request for text information containing a plurality of words is received, a predetermined keyword is identified from the plurality of words contained in the text information; Based on the proficiency level of the user who made the reference request, the text information and the predetermined keyword are displayed in a first display form, or the predetermined keyword is displayed in a second display form. A display program that causes a computer to execute a process.

Images