Management systems, management devices, and programs

Abstract

We support crisis management responses so that organizations can take appropriate actions when unforeseen circumstances occur. [Solution] The crisis management public relations system has one or more processors, which receive events related to the organization's crisis and, in response to the event, generate crisis management information regarding the actions the organization should take using AI. The crisis management information may include information on the contacts of relevant parties who should be shared information about the crisis, information supporting the basis for that contact information, information that comprehensively outlines the actions the organization should take in response to the crisis, and information that encourages external reporting of the completion of the crisis response.

Description

Technical Field

[0006] , ,

[0005] , , , ,

[0001] The present invention relates to a management system, a management device, and a program related to crisis management.

Background Art

[0002] When a contingency occurs in an organization, crisis management responses are required to be uniformly of high quality regardless of which person in the organization is in charge. Also, crisis management responses receive a high level of attention from society and may significantly affect the brand value of the organization depending on how they are handled. Therefore, when an unexpected situation occurs, it is necessary to quickly and appropriately disseminate information to restore and maintain the trust of the organization.

[0003] For example, in Patent Document 1, emergency information is classified into an emergency code, a major classification code, a minor classification code, and response procedures are determined according to a predetermined communication route corresponding to these codes, so that information can be shared among relevant parts within the company when an emergency occurs and media responses can be quickly and accurately carried out.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0007] To this end, this disclosure provides a management system having one or more processors, the processors receiving information on events related to an organization's crisis, and generating crisis management information related to the response that the organization should take in response to the event, using AI. [Effects of the Invention]

[0008] According to the present invention, it is possible to support crisis management responses so that organizations can take desirable actions when unforeseen circumstances occur. [Brief explanation of the drawing]

[0009] [Figure 1] This is a schematic diagram showing the configuration of the crisis management public relations system according to this embodiment. [Figure 2] This block diagram shows the hardware configuration of the device included in the crisis management public relations system according to this embodiment. [Figure 3] This is a functional block diagram showing an example of the functional configuration of a crisis management public relations system. [Figure 4] This flowchart illustrates the basic operation of the output processing of crisis management information in a crisis management public relations system. [Figure 5] This flowchart illustrates the operation of the crisis management information output process in a crisis management public relations system, including information that prompts fact-checking. [Figure 6] This flowchart illustrates the operation of the crisis management information output process in a crisis management public relations system, including a time-series action list. [Figure 7] This flowchart illustrates the operation of the information sharing process, which incorporates approval responses into crisis management information output by the crisis management public relations system. [Figure 8]This flowchart illustrates the operation of the alternative approval process for crisis management information output by the crisis management public relations system. [Figure 9] This flowchart illustrates the operation of the crisis management information output process, including past case information, in a crisis management public relations system. [Figure 10] This flowchart illustrates the operation of the crisis management information output process in a crisis management public relations system, which includes multiple response candidates that predict the degree of social impact. [Figure 11] This is a flowchart illustrating the operation of the document generation process in the crisis management public relations system. [Figure 12] This is a schematic diagram showing an example of the configuration of the dashboard screen displayed on the public relations officer's terminal. [Figure 13] This is a schematic diagram showing an example of the configuration of the status input section on the dashboard screen displayed on the public relations officer's terminal. [Figure 14] This is a schematic diagram illustrating an example of the configuration of the real-time analysis results display section on the crisis management information screen shown on the public relations officer's terminal. [Figure 15] This is a schematic diagram illustrating an example of the configuration of the decision-making support information display section on the crisis management information screen displayed on the public relations officer's terminal. [Figure 16] This is a schematic diagram illustrating an example of the configuration of the comprehensive response plan information display section on the crisis management information screen displayed on the public relations officer's terminal. [Figure 17] This is a schematic diagram illustrating an example of the configuration of the response list information display section on the crisis management information screen displayed on the public relations officer's terminal. [Figure 18] This is a schematic diagram showing an example of the configuration of the approval screen displayed on the approver's terminal. [Figure 19] This is a schematic diagram showing an example of the configuration of the automatic document generation unit on the crisis management information screen displayed on the public relations officer's terminal. [Figure 20] This is a schematic diagram showing an example of the configuration of the section displaying past case reference information on the crisis management information screen displayed on the public relations officer's terminal. [Figure 21] This is a schematic diagram showing an example of the configuration of the impact assessment information display section on the crisis management information screen displayed on the public relations officer's terminal. [Figure 22]It is a schematic diagram showing a configuration example of an approver list information display section on a crisis management information screen displayed on a public relations staff terminal.

Mode for Carrying Out the Invention

[0010] Hereinafter, as an example of this embodiment, when an emergency occurs in an organization, it will be described based on the drawings how to appropriately respond to the crisis quickly and with high quality without variations in response quality due to the skills and experience of public relations staff.

[0011] Note that the embodiments described below are preferred specific examples of the present invention and are technically limited in various ways. However, the scope of the present invention is not limited to these forms unless otherwise specifically limited in the following description.

[0012] (System Configuration) FIG. 1 is a diagram showing an outline of the configuration of a crisis management public relations system according to this embodiment.

[0013] As shown in FIG. 1, the crisis management public relations system 1 (hereinafter sometimes referred to as "this system 1") in this embodiment includes a crisis management public relations device 10 that generates crisis management information regarding responses to be executed by the organization when an emergency occurs in the organization, a public relations staff terminal 30 used by public relations staff who respond to the crisis, and an approver terminal 50 used by approvers who perform approvals regarding responses to the crisis. The crisis management public relations device 10, the public relations staff terminal 30, and the approver terminal 50 are connected to be mutually communicable via a network N such as the Internet.

[0014] This system 1 receives information on events related to the organization's crisis, refers to past response cases corresponding to the event, and proposes a response plan that is desirable as a response to the crisis with less impact on the organization, society, stakeholders, etc. as crisis management information.

[0015] This crisis management public relations device 10 has computing and communication functions and functions as a server in this system 1. In this embodiment, the crisis management public relations device 10 is implemented by an electronic device such as a personal computer, such as a desktop or laptop, or a tablet computer. Therefore, in the following description, the crisis management public relations device 10 may be referred to as a "server".

[0016] The public relations officer terminal 30 is a communication terminal used by public relations officers responding to crises using this system 1, and is a device equipped with computing and communication functions. This public relations officer terminal 30 is connected to the crisis management public relations device 10 via a communication network (network N), and is implemented using electronic devices such as a personal computer like a desktop or laptop, a tablet computer, or a smartphone.

[0017] The approver terminal 50 is a communication terminal used by approvers who approve each measure proposed to address a crisis using this system 1, and is a device equipped with computing and communication functions. This approver terminal 50 is also connected to the crisis management public relations device 10 via a communication network (network N), and is implemented by an electronic device such as a personal computer like a desktop or laptop, a tablet computer, or a smartphone.

[0018] Furthermore, while network N is comprised of the internet, it is not particularly limited and may be a communication network such as a LAN (Local Area Network) or a WAN (Wide Area Network). Also, the communication lines of network N may be wired or wireless, or a combination of both may be used.

[0019] In the example in Figure 1, only one public relations officer terminal 30 and one approver terminal 50 are shown, but the number is not particularly limited. Furthermore, although only one crisis management public relations device 10 is shown, the crisis management public relations device 10 is not limited to a standalone device; it may also be a distributed server system or cloud server that operates cooperatively by communicating via a network N such as the internet.

[0020] (Hardware configuration) Figure 2 is a block diagram showing the hardware configuration of the crisis management public relations device 10 according to this embodiment.

[0021] The crisis management public relations device 10 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input / output interface 15, an output unit 16, an input unit 17, a storage unit 18, and a communication unit 19.

[0022] The CPU 11 executes various processes according to the program stored in the ROM 12 or the program loaded from the memory unit 18 into the RAM 13. In other words, the CPU 11 is a processor that controls the operation of the entire crisis management public relations device 10, executing various processes according to the program. The program is, for example, an operating system or firmware for operating each part of the crisis management public relations device 10, or application software for realizing the functional blocks described later.

[0023] RAM13 also stores data and other information necessary for the CPU11 to perform various processes. The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input / output interface 15 is also connected to this bus 14. The input / output interface 15 is connected to an output unit 16, an input unit 17, a storage unit 18, and a communication unit 19.

[0024] The output unit 16 consists of a display, speakers, etc., and outputs various information as images and sounds. The input unit 17 consists of a keyboard, mouse, microphone, camera, etc., and inputs various information according to the received instructions and operations. For example, the output unit 16 and the input unit 17 may be integrated and implemented using a touch panel.

[0025] The memory unit 18 stores programs necessary for the crisis management public relations device 10 to perform various information processing tasks, as well as various data used by those programs. For example, it is composed of a hard disk or DRAM (Dynamic Random Access Memory). The memory unit 18 also functions to store a Large Language Model (LLM). This LLM is not limited to being stored in the crisis management public relations device 10, but may also be stored in an external device or system. The LLM is an AI model that generates content such as text, images, audio, and video based on input instructions (prompts). The communication unit 19 communicates with other devices via a network N, including the Internet.

[0026] The crisis management public relations device 10 may also be equipped with a drive that can be appropriately fitted with removable media such as magnetic disks, optical disks, magneto-optical disks, or semiconductor memory. This drive allows programs read from the removable media to be installed in the storage unit 18. Furthermore, the removable media can store various types of data stored in the storage unit 18, just as the storage unit 18 does.

[0027] Furthermore, a large-scale language model can be used in the generative AI used in this embodiment. The generative AI is obtained by training a deep neural network. The generative AI receives prompts containing instructions, as well as inference data such as audio data representing speech, text data representing text, and image data representing images. The generative AI infers from the input inference data according to the instructions indicated by the prompts, and outputs the inference results in data formats such as audio data and text data. Here, inference can be exemplified by analysis, classification, prediction, and / or summarization.

[0028] In this embodiment, prompts are input to specifically specify the information to be obtained so that the generation AI can output (generate) the desired information. Furthermore, in this embodiment, depending on the conditions, the prompts may include a specification of the information that will be used as material for generating the desired information. For example, the reception unit 110, analysis unit 120, generation unit 130, and display unit 140, which will be described later, input prompts to the functional unit that functions as the generation AI, referring to predetermined information and including content that will allow each component to obtain the desired information.

[0029] Furthermore, the generation AI of this embodiment can refer to organizational information limited to within an organization, such as a large amount of business documents and regulations accumulated within an organization, such as a company. In addition, the generation AI of this embodiment can also refer to the latest information from outside the organization that can be obtained via a network connected to the outside of the organization. The generation AI of this embodiment can generate information such as text while incorporating the latest information through internal and external information searches. In this system 1, the generation AI can be used to generate the desired information via RAG (Retrieval Augmented Generation), a search augmentation generation technology.

[0030] Furthermore, the hardware configuration of the public relations officer terminal 30 and the approver terminal 50 in this embodiment is the same as that of the crisis management public relations device 10 described above.

[0031] (Crisis Management Public Relations Device 10) Figure 3 is a block diagram illustrating an example configuration of the crisis management public relations device 10, which functions as a server in this embodiment.

[0032] The crisis management public relations device (server) 10 includes a reception unit 110, an analysis unit 120, a generation unit 130, and a display unit 140. The crisis management public relations device 10 also includes an organizational information DB 210, a crisis information DB 220, and a crisis response case information DB 230.

[0033] The reception unit 110 is a means that has the function of receiving information on events related to crises within the organization. That is, when an unforeseen event occurs within the organization, the reception unit receives information on events related to crises (hereinafter referred to as "crisis information"). The crisis information received by the reception unit 110 is stored in the crisis information DB 220 and collected as information on the company's crisis response cases.

[0034] Furthermore, the reception unit 110 receives crisis information and also receives information on implemented responses (measures) in real time, associating it with the crisis information and storing it in the crisis information DB 220. The reception unit 110 also receives crisis management information that has already been addressed and stores it in the crisis information DB 220 as a past case.

[0035] Furthermore, the reception unit 110 also has the function of receiving instructions to generate documents to inform both internal and external parties about a crisis that has occurred. In other words, the reception unit 110 receives instructions to generate documents to be sent out both internally and externally about a crisis that has occurred, such as press releases, internal communications, apologies, FAQs, and statements of opinion. Furthermore, the reception unit 110 may accept additions, deletions, or corrections to the document generated by the generation unit 130.

[0036] The analysis unit 120 is a means that analyzes what kind of crisis the crisis information received by the reception unit 110 is, and has the function of deriving, for example, the urgency of responding to the event, the scope of the event's impact, the estimated response time to the event, and the main risks that the event poses to the organization.

[0037] The generation unit 130 is a means that has the function of generating crisis management information regarding the response that the organization should take in response to the crisis information received by the reception unit 110, using AI. In other words, based on the derivation by the analysis unit 120, the generation unit 130 generates crisis management information (response plan) for public relations activities necessary to ensure that the good relationships that the organization has built with society and stakeholders are not damaged and are maintained, according to the classification of the crisis information received by the reception unit 110.

[0038] This crisis management information is generated by the AI ​​based on information in a database that collects records of crisis information received to date in System 1, as well as crisis information reports that existed before the construction of System 1 (i.e., the company's own crisis response case information stored in Crisis Information DB220). Crisis management information can also be generated by collecting crisis-related information obtained from external data sources, such as RAG (Retrieval Augmented Generation), as crisis response case information of other companies, and then using this crisis-related information to generate the AI.

[0039] In other words, no two crises are exactly alike, but many similar events exist. AI learns (analyzes) a wide range of information, including details about past crises, responses to those crises, reactions from those around after a crisis was discovered, and assessments of the impact on stock prices, brands, etc. Then, using this information as a reference, the AI ​​proposes crisis management information that, in response to the crisis information it receives, has minimal impact on the organization, society, and stakeholders, and is a desirable response to the crisis.

[0040] In this case, records such as crisis information reports may be, for example, text information entered into a digital form that can be viewed and processed on a computer, or Word file information. Records such as crisis information reports may also be electronic document information such as PDF format, which is written on a paper form and scanned using OCR (optical character recognition) technology. These records such as crisis information reports are stored in the crisis information DB220.

[0041] Furthermore, information on crises collected through RAG searches should be stored in the Crisis Response Case Information DB230, and it is advisable to perform RAG searches regularly to collect more information on crises. Note that records such as crisis information reports are converted into a Markdown format, which is easily understood by the generation AI, in the generation unit 130 when generating crisis management information.

[0042] Furthermore, the generation unit 130 also has the function of generating crisis management information that includes contact information for relevant parties who should share the received crisis information. In other words, according to the category of crisis information received by the reception unit 110, the generation unit 130 broadly identifies relevant parties who need to share the crisis information in order to obtain instructions and approvals in order to respond appropriately and quickly to the crisis that has occurred (discovered), and generates crisis management information that includes contact information for those parties. These relevant parties can be identified for each crisis, for example, according to the internal information collection and communication routes for emergencies predetermined based on the organizational chart stored in the organizational information DB 210.

[0043] Furthermore, the generation unit 130 is also a means that has the function of generating crisis management information that includes information that serves as the basis for outputting contact information, in addition to information regarding the contact information of relevant parties who should share the crisis information. In other words, the generation unit 130 generates crisis management information that does not simply include contact information such as telephone numbers and email addresses, but also includes information that can serve as the basis for judging that it is appropriate for a person to be involved as a relevant party who should share the crisis information, such as the affiliation, job title, and qualifications of the person concerned. For example, the generation unit 130 generates a list managed by the human resources department, which associates contact information such as job title, name, and telephone number, as the information that serves as the basis for outputting contact information. This suppresses AI (artificial intelligence) hallucination, and even if an AI generates incorrect information during an emergency and in a state of panic, it can still respond appropriately without making incorrect contact by verifying the information that forms the basis of the contact information.

[0044] Furthermore, the generation unit 130 is also a means that has the function of generating crisis management information that includes information comprehensively indicating the actions that the organization should take in response to the crisis that has occurred. In other words, the generation unit 130 generates crisis management information that includes a draft response plan that comprehensively indicates actions to take in order to respond appropriately and quickly to the crisis that has occurred (discovered), according to the classification of the crisis information received by the reception unit 110.

[0045] Furthermore, the generation unit 130 also has the function of generating crisis management information that comprehensively shows a list of actions that categorize responses according to the time elapsed since the crisis occurred. The generation unit 130 in this embodiment generates crisis management information that includes response information showing the actions that the organization should take according to the time elapsed since the crisis occurred. That is, the generation unit 130 generates a draft response plan in a list format that categorizes the actions that the organization should take according to the time axis since the crisis occurred.

[0046] Furthermore, the generation unit 130 also functions as a means of generating crisis management information that includes information encouraging the organization to report the completion of its response to the crisis to external parties, as comprehensive information. In other words, the generation unit 130 generates crisis management information that includes not only information for responding to the crisis, but also information for reporting to society and external stakeholders that the crisis has subsided. This is expected to improve the organization's reputation.

[0047] Furthermore, the generation unit 130 is also a means that generates crisis management information that includes multiple candidate options for response, as well as information predicting the degree of social impact corresponding to those options. In other words, the generation unit 130 generates not just one but multiple response options to the crisis, and generates crisis management information that includes information predicting what kind of social impact each response option will have and how it will be evaluated.

[0048] In other words, when multiple responses are possible based on past examples to address a crisis, instead of narrowing it down to one, multiple options should be proposed so that each organization can choose the one that best suits its circumstances. Furthermore, to assist in selecting a response, the potential impacts and evaluations of each response should be estimated based on past examples. This allows organizations to select appropriate solutions tailored to their specific circumstances, and to prepare in advance to minimize potential impacts and avoid a decline in their reputation.

[0049] Furthermore, the generation unit 130 also functions as a means for generating crisis management information, including information for verifying the facts of a crisis. In other words, the generation unit 130 generates information regarding means and contacts for verifying the facts of a crisis, so that public relations personnel can deliver a swift and reliable initial report to relevant parties. This prevents situations where people hastily communicate incorrect information to relevant parties, leading to mishandling of the situation, being caught off guard, or having undesirable rumors spread due to the leakage of false information.

[0050] Furthermore, the generation unit 130 is also a means that has the function of generating crisis management information that includes information on past cases corresponding to the received crisis information. In other words, the generation unit 130 not only generates a plan to respond to the crisis, but also generates crisis management information that includes relevant past cases that were used as reference when generating the crisis management information. This allows organizations to review (and refer to) past cases, adapting them to their specific circumstances and responding appropriately. In other words, even if multiple crisis response plans are proposed, organizations can refer to relevant past cases to predict how the situation will unfold and resolve, and then respond accordingly.

[0051] Furthermore, the generation unit 130 also has the function of generating crisis management information that includes examples of what an organization should not do in response to a crisis. In other words, the generation unit 130 not only generates crisis management information that includes past examples of desirable responses to crises, but also generates crisis management information that includes past examples of undesirable responses to crises. This allows us to identify undesirable past examples of crisis response, which can then be used as cautionary tales to implement appropriate responses.

[0052] Furthermore, the generation unit 130 is also a means that has the function of generating documents in accordance with instructions to generate crisis response documents received by the reception unit 110. That is, the generation unit 130 generates documents according to their purpose, such as press releases, internal communications, apologies, FAQs, and opinion statements, in accordance with instructions received by the reception unit 110. Specifically, based on an input regarding an event received by the reception unit 110, the generation unit 130 can generate notifications for internal use within the organization and notifications for external use regarding the crisis that has occurred. This allows for the efficient generation of documents to quickly and smoothly announce events both internally and externally within the organization, without confusion or hesitation, when a crisis occurs.

[0053] The display unit 140 is a means that has the function of displaying crisis management information generated by the generation unit 130. In other words, the display unit 140 displays various information regarding the actions that the organization should take. This allows for appropriate situational analysis based on the event, enabling anyone to respond to unforeseen circumstances with consistent high quality and speed, and supporting public relations activities to ensure proper crisis management.

[0054] Furthermore, the display unit 140 also has the function of displaying crisis management information, which includes contact information for relevant parties who should be shared information about the crisis, as one of the various pieces of information regarding the response that the organization should take. Furthermore, the display unit 140 also has the function of displaying crisis management information, which includes information on the contact details of relevant parties who should be shared with the crisis information, as well as information that forms the basis for the contact details, as one of the various pieces of information regarding the response that the organization should take. This allows for quick and smooth reporting, communication, and consultation with relevant parties without confusion during a crisis, enabling appropriate support for decision-making without making mistakes in the initial response.

[0055] Furthermore, the display unit 140 also has the function of displaying crisis management information, which includes information that comprehensively shows the actions that the organization should take in response to a crisis, as one of the various pieces of information regarding the response that the organization should take. This allows for a swift, smooth, and planned response to crises without confusion.

[0056] Furthermore, the display unit 140 also has the function of displaying crisis management information, which includes information that comprehensively shows the actions that the organization should take, as one of various pieces of information regarding the response that the organization should take, in the form of a list divided according to the time since the crisis occurred. This allows for appropriate and timely responses to situations as time progresses.

[0057] Furthermore, the display unit 140 also has the function of displaying crisis management information, which includes information that comprehensively indicates the actions that the organization should take, including reporting to external parties that the response to the crisis has been completed, as one of the various pieces of information regarding the response that the organization should take. This allows organizations to provide a sense of security to society and external stakeholders, and by not only disclosing the fact that a crisis occurred but also reporting its resolution, they can build trust and confidence in the organization, which can be expected to improve the organization's reputation.

[0058] Furthermore, the display unit 140 also has the function of displaying crisis management information in a timely manner, reflecting that crisis information is being shared. That is, the display unit 140 displays in a timely manner that the crisis information that has occurred is being shared with specific parties, in association with crisis management information. In this case, the association with the response to the crisis management information can be indicated, for example, by providing a checkbox field for the crisis management information and having users respond by placing check marks as they go, thereby indicating that a specific response has been approved or implemented.

[0059] In this way, the display unit 140 immediately reflects and displays on the screen that crisis information is being shared among the relevant parties. The display unit 140 also displays a reception screen for receiving approval for the response from specific parties with whom crisis information is being shared. In this case as well, the display unit 140 immediately reflects and displays on the screen that approval has been received from the specific parties. This allows for centralized management of the approval or implementation of responses proposed in crisis management information, enabling stakeholders who share the information to quickly grasp the correct response status.

[0060] Furthermore, the display unit 140 also has a function of displaying an approval screen for receiving approval for a response from approvers who have the authority to approve among the specific stakeholders who share the crisis information, as the crisis management information is generated. In other words, the display unit 140 displays an approval acceptance screen associated with the crisis management information for receiving approval from responsible persons (hereinafter referred to as "approvers") who have the authority to approve a specific response proposed in the crisis management information generated by the generation unit 130, among the stakeholders who share the crisis information. In this case, approvers are ranked according to the category of crisis information, for example, by job title or years of experience.

[0061] Therefore, the reception unit 110 receives pre-determined approval responses for actions requiring approval, and the display unit 140 reflects the response information received by the reception unit 110 in the crisis management information and displays it in a timely manner. This clarifies command and control authority, enabling a more efficient response to crises. In other words, those involved in responding to a crisis can ensure a coordinated response rather than individual, by confirming that approval has been obtained from the appropriate approver before taking any action that requires it.

[0062] Furthermore, the display unit 140 also has a function of displaying information about an alternative approver if approval cannot be obtained from a specific party with whom crisis information is shared. In this embodiment, the display unit 140 displays information about an alternative approver if approval from a specific party with whom crisis information is shared cannot be confirmed within a predetermined period.

[0063] In other words, if the display unit 140 cannot obtain approval for the response from the approver who is responsible for responding to the crisis, it will include information about a substitute who has the authority to approve on behalf of the person responsible, such as their name, department, position, and contact information, in the crisis management information to respond to the crisis quickly.

[0064] In this case, the failure to obtain approval does not mean that the approver is intentionally refusing approval, but rather that, for example, the approver cannot be contacted. Furthermore, the failure to contact the approver may mean that the relevant party who should share the information as the approver is not logged into System 1. For example, the failure to contact the approver may mean that the relevant party who should share the information as the approver does not answer phone calls.

[0065] Furthermore, the predetermined period for when approval cannot be confirmed can be set according to the nature of the crisis. For example, in the case of a relatively urgent event such as an accident, the predetermined period can be set to a relatively short period, such as 30 minutes. On the other hand, in the case of a relatively less urgent event, the predetermined period can be set to a relatively long period, such as 2 hours.

[0066] Therefore, the display unit 140, depending on the login status to this system 1 which can be confirmed by the reception unit 110, identifies an alternative approver according to a predetermined ranking and requests approval if it is not possible to contact the approver for the action requiring approval, and the reception unit 110 receives the approval response for the action from the alternative approver. This prevents delays caused by waiting for approval from approvers, allowing for smooth and appropriate responses.

[0067] Furthermore, the display unit 140 also has the function of displaying crisis management information that includes multiple candidate options for response, as well as information predicting the degree of social impact corresponding to those options. Furthermore, the display unit 140 also has the function of displaying crisis management information, including confirmation information for verifying the facts of a crisis. In addition, the display unit 140 displays information for accessing devices necessary for verifying the facts, as confirmation information.

[0068] Furthermore, the display unit 140 also has the function of displaying crisis management information, including information on past cases corresponding to the received crisis information. Furthermore, the display unit 140 also has the function of displaying crisis management information, including examples that serve as a reference for what an organization should not do. Furthermore, the display unit 140 also has the function of displaying the document generated by the generation unit 130.

[0069] Furthermore, in this system 1, the document generated by the generation unit 130, or a document after additions, deletions, or corrections have been made to it, may be automatically sent to designated recipients or multiple recipients, such as superiors, lawyers, or media organizations, as needed, according to separate instructions.

[0070] Organizational Information DB210 is a means of storing information such as job titles, departments, contact information (address, phone number, email address, etc.), and organizational charts within an organization. Furthermore, this Organizational Information DB210 also stores information regarding the scope of contact (information sharing parties) when responding to each type of crisis, and the designated approvers (responsible parties) for each crisis response. In other words, when a crisis occurs, it stores information necessary for establishing a crisis response headquarters, such as who to contact and who the person responsible for crisis response (the approver of implementing measures) is, for each type of crisis.

[0071] Crisis Information DB220 is a means of storing multiple crisis information that an organization has dealt with in the past. Crisis information is the content recorded in reports after a crisis has been dealt with, and includes information on the category of the crisis, such as accidents, product defects, data breaches, employee misconduct, and natural disasters, as well as how the response was taken and what the reaction was to the response.

[0072] Specifically, the Crisis Information DB220 stores information divided into emergency response, initial response, ongoing response, long-term response, and completion report. For example, it stores information such as how facts were confirmed after the crisis was discovered, how the crisis response headquarters was established (who were the members), how relevant parties were contacted, and how stakeholders were contacted. The Crisis Information DB220 also stores information such as how the media was handled, what the impact was on stock prices, what the public reaction was on social media, and how long the response took. In this way, the Crisis Information DB220 stores information related to situation analysis, countermeasures, and decision-making. The Crisis Information DB220 also stores crisis response information received using this system 1.

[0073] The Crisis Response Case Information DB230 is a means of storing crisis information from other companies collected from external data sources such as RAG searches. Like the Crisis Information DB220, this Crisis Response Case Information DB230 also includes information on crisis classification, how the response was handled, and the reactions to the response.

[0074] As described above, the crisis management public relations device 10 according to this embodiment functions as a device including a reception unit 110, an analysis unit 120, a generation unit 130, and a display unit 140, when various programs (OS, applications, etc.) stored in the auxiliary storage device are loaded into the main storage device and executed by the CPU 11.

[0075] Next, we will explain the output processing flow of crisis management information in the crisis management public relations system 1 according to one embodiment of the present invention. Figure 4 is a flowchart illustrating the basic operation of the crisis management information output processing in the crisis management public relations device 10.

[0076] As shown in Figure 4, in step S301, the reception unit 110 performs a process to determine whether or not it has received (seen) the crisis information. If the reception unit 110 receives crisis information (YES in S301), the process proceeds to step S302. On the other hand, if the reception unit 110 does not receive crisis information (NO in S301), the process in step S301 is repeated.

[0077] In step S302, the analysis unit 120 performs a process to analyze what kind of crisis the crisis information received by the reception unit 110 is. Furthermore, in step S303, the generation unit 130, based on the analysis results from the analysis unit 120, refers to the crisis information DB 220 and the crisis response case information DB 230 and performs a process to generate crisis management information according to the classification of the event (e.g., crisis) received by the reception unit 110. After that, the operation of the crisis management public relations device 10 ends (END).

[0078] Next, we will explain the output process for crisis management information, including information prompting fact-finding, within System 1. Figure 5 is a flowchart illustrating the operation of the crisis management information output process in the crisis management public relations device 10, which includes information prompting fact-finding.

[0079] As shown in Figure 5, the processing in steps S401 and S402 is the same as that in steps S301 and S302 described above, so their explanation will be omitted. In step S403, the generation unit 130 refers to the organizational information DB 210 based on the analysis results from the analysis unit 120 and performs processing to identify the parties who will share the crisis information, according to the category of the event received by the reception unit 110.

[0080] Next, in step S404, the generation unit 130 performs a process to generate crisis management information, including the contact information and rationale of the relevant parties, by referring to the organizational information DB 210. Then, in step S405, the display unit 140 processes the crisis management information generated by the generation unit 130, including the contact information of the relevant parties and the basis for that information, to be displayed as crisis management information that includes information prompting fact-finding. After that, the operation of the crisis management public relations device 10 ends (END).

[0081] Next, we will explain the output processing flow of crisis management information, including a list of actions along a timeline, in this system 1. Figure 6 is a flowchart illustrating the operation of the crisis management information output process in the crisis management public relations device 10, which includes a list of actions along a timeline.

[0082] As shown in Figure 6, the processes from step S501 to step S503 are the same as those described above for steps S401 to step S403, so their explanation will be omitted. In step S504, the generation unit 130 generates crisis management information, including a list of actions along a time axis, by referring to the crisis information DB 220 and the crisis response case information DB 230 based on the analysis results from the analysis unit 120. Then, in step S505, the display unit 140 performs a process to display crisis management information, including a list of actions along the time axis generated by the generation unit 130. After that, the operation of the crisis management public relations device 10 ends (END).

[0083] Next, we will explain the information sharing process in System 1 that reflects the approval response to the response. Figure 7 is a flowchart illustrating the operation of the information sharing process that reflects the approval response in the crisis management information output by the crisis management public relations device 10.

[0084] As shown in Figure 7, the processes from step S601 to step S604 are the same as those described in steps S501 to S504, so their explanation will be omitted. In step S605, the display unit 140 performs the process of displaying the approval acceptance information overlaid (associated) with the crisis management information displayed on the approver terminal 50. Next, in step S606, the reception unit 110 performs a process to determine whether or not it has received an approval response for the response.

[0085] If the reception unit 110 receives an approval response (YES in S606), the process proceeds to step S607. On the other hand, if the reception unit 110 does not receive an approval response (NO in S606), the process in step S606 is repeated. Then, in step S607, the display unit 140 processes the process of reflecting the approval response received by the reception unit 110 in the crisis management information and displaying it. Specifically, it displays the checkboxes of predetermined response items displayed in the crisis management information with a check mark or similar mark. After that, the operation of the crisis management public relations device 10 ends (END).

[0086] Next, we will explain the flow of the alternative approval process for the predetermined response in this system 1. Figure 8 is a flowchart illustrating the operation of the alternative approval process for crisis management information output by the crisis management public relations device 10.

[0087] As shown in Figure 8, step S701, similar to step S605 described above, involves the display unit 140 displaying the approval acceptance information overlaid (associated with) the crisis management information displayed on the approver terminal 50.

[0088] Next, in step S702, the reception unit 110 performs a process to determine whether or not it has received an approval response to the response, similar to step S606 described above. If the reception unit 110 receives an approval response (YES in S702), proceed to step S703. On the other hand, if the reception unit 110 does not receive an approval response (NO in S702), proceed to step S704. In step S703, the display unit 140 processes the data by reflecting the approval response received by the reception unit 110 in the crisis management information and displaying it. After that, the operation of the crisis management public relations device 10 ends (END).

[0089] Furthermore, in step S704, the display unit 140 performs a process to determine whether or not a predetermined time has elapsed. If the display unit 140 determines that a predetermined time has elapsed (YES in S704), the process proceeds to step S705. On the other hand, if the display unit 140 determines that a predetermined time has not elapsed (NO in S704), the process returns to step S702 and is repeated.

[0090] In step S705, the display unit 140 performs a process to determine whether or not the approver is logged into this system 1. If the display unit 140 determines that the approver is not logged into System 1 (YES in S705), the process proceeds to step S706. On the other hand, if the display unit 140 determines that the approver is logged into System 1 (NO in S705), the process returns to step S702 and is repeated.

[0091] Then, in step S706, the display unit 140 performs a process to display alternative approver information, designating a predetermined party as the new approver. The process then returns to step S702 and is repeated. Specifically, the display unit 140 displays the approval confirmation information overlaid on the crisis management information, using the communication terminal used by the newly approved party as the approver terminal 50, and the reception unit 110 determines whether or not an approval response to the response has been received.

[0092] Next, we will explain the output processing flow of crisis management information, including past case information, in this system 1. Figure 9 is a flowchart illustrating the operation of the crisis management information output process, including past case information, in the crisis management public relations device 10.

[0093] As shown in Figure 9, the processes from step S801 to step S804 are the same as those described above from step S501 to step S504, so their explanation will be omitted. In step S805, the display unit 140 refers to the crisis information DB 220 and the crisis response case information DB 230 based on the analysis results from the analysis unit 120. The display unit 140 then performs a process to display crisis management information that includes multiple past case information that may be useful, according to the category of the event received by the reception unit 110, and / or crisis management information that includes examples of responses that should not be taken, according to the category of the event received by the reception unit 110. After that, the operation of the crisis management public relations device 10 ends (END).

[0094] Next, we will explain the output processing flow of crisis management information, including multiple response options, in this system 1. Figure 10 is a flowchart illustrating the operation of the crisis management information output process in the crisis management public relations device 10, which includes multiple response candidates that predict the degree of social impact.

[0095] As shown in Figure 10, the processes from step S901 to step S904 are the same as those described above from step S501 to step S504, so their explanation will be omitted. In step S905, the display unit 140, based on the analysis results from the analysis unit 120, refers to the crisis information DB 220 and the crisis response case information DB 230 to display crisis management information that includes multiple reference case information according to the category of the event received by the reception unit 110, as well as information predicting the social impact for each case. After that, the operation of the crisis management public relations device 10 ends (END).

[0096] Next, we will explain the document generation process in System 1. Figure 11 is a flowchart illustrating the operation of the document generation process in the crisis management public relations device 10.

[0097] As shown in Figure 11, the processes from step S1001 to step S1004 are the same as those described in steps S501 to step S504, so their explanation will be omitted. In step S1005, the reception unit 110 performs a process to determine whether or not it has received an instruction to generate a document. If the reception unit 110 receives a document generation instruction (YES in S1005), the process proceeds to step S1006. On the other hand, if the reception unit 110 does not receive a document generation instruction (NO in S1005), the operation of the crisis management public relations device 10 ends (END).

[0098] In step S1006, the generation unit 130 processes a document to notify internal and external parties of the crisis that has occurred, in response to the instructions received by the reception unit 110. Then, in step S1007, the display unit 140 performs the process of displaying the document generated by the generation unit 130. After that, the operation of the crisis management public relations device 10 ends (END). Furthermore, after the document is displayed on the display unit 140, the generation unit 130 may, upon receiving separate instructions, perform a process to send the generated document to a predetermined recipient or multiple recipients.

[0099] As described above, System 1 enables the rapid proposal of a consistent crisis response plan that reflects the company's stance, without variations in response quality due to the skills and experience of public relations personnel, even under the stressful conditions of an emergency.

[0100] Next, we will describe an example of the screen configuration displayed on the public relations officer terminal 30 and the approver terminal 50, respectively, in this embodiment. First, in order to take advantage of System 1, public relations officers, those who share crisis information, and approvers responsible for responding to the crisis must access the System 1 website using the communication functions of terminals such as the public relations officer terminal 30 and the approver terminal 50, install (download) the dedicated application software, and set up their personal identification information (ID) and password.

[0101] When connecting to this system 1 from the public relations officer's terminal 30, the first screen displayed can be, for example, the one shown in Figure 12. Figure 12 is a schematic diagram showing an example configuration of the dashboard screen 300 displayed on the public relations officer's terminal 30. In other words, when the public relations officer's terminal 30 logs in to the site of this system 1, the dashboard screen 300 shown in Figure 12 is displayed on the display screen (monitor) first. Furthermore, when a user logs into the System 1 site from a communication terminal used by stakeholders or approvers who share crisis information, the dashboard screen 300 shown in Figure 12 is initially displayed on the monitor.

[0102] In Figure 12, the dashboard screen 300 includes a situation input unit 301 for receiving crisis information when a crisis occurs in the organization, a real-time analysis results display unit 302 for analyzing the received crisis information, and a decision support information display unit 303. The dashboard screen 300 also includes a comprehensive response plan information display unit 304, a countermeasure list information display unit 305, an automatic document generation unit 306, a past case reference information display unit 307, and an impact assessment information display unit 308.

[0103] When entering crisis information that has occurred within the organization on this dashboard screen 300, for example, it can be done as shown in Figure 13. Figure 13 is a schematic diagram showing an example of the configuration of the status input unit 301 on the dashboard screen 300 displayed on the public relations officer's terminal 30.

[0104] In Figure 13, the situation input unit 301 is equipped with buttons for selecting the type of crisis that has occurred: "Factory Accident" button 3011, "Information Leak" button 3012, "Natural Disaster" button 3013, "Product Defect" button 3014, "Employee Misconduct" button 3015, and "Other" button 3016. The situation input unit 301 displays crisis information in advance, divided into six categories, but the number of categories and the names of the categories are not limited and can be freely set.

[0105] Furthermore, the situation input unit 301 is equipped with a situation input field 3017 for entering information about the crisis that has occurred, and a "Start Situation Analysis" button 3018. Therefore, the public relations officer who first receives the initial report of the crisis selects the button corresponding to the type of crisis that occurred in the situation input unit 301, enters the crisis information in the situation input field 3017, and selects the "Start Situation Analysis" button 3018.

[0106] In Figure 13, the status input field 3017 contains the following entry: "A fire broke out at the Chiba factory around 3 PM today. We are currently checking for injuries. We are also investigating the impact on nearby residents." This will display the crisis management information screen 310 shown in Figures 14 to 17 and Figures 19 to 22. The crisis management information screen 310 shown in Figures 14 to 17 and Figures 19 to 22 will be explained in order below.

[0107] First, Figure 14 is a schematic diagram showing an example of the configuration of the real-time analysis results display unit 302 on the crisis management information screen 310 displayed on the public relations officer's terminal 30. This real-time analysis results display unit 302 includes an urgency display unit 3021, an impact range display unit 3022, an estimated response time display unit 3023, a major risk display unit 3024, and a "re-analyze" button 3025, based on the results of analyzing the crisis information entered in the situation input field 3017.

[0108] In Figure 14, the urgency indicator 3021 displays "High (immediate action required)", the impact area indicator 3022 displays "Medium (local community + existing customers)", the estimated response time indicator 3023 displays "24-48 hours", and the main risk indicator 3024 displays "Brand credibility, legal liability". Additionally, the "Re-analyze" button 3025 can be selected when new information is entered to display the latest analysis results.

[0109] Figure 15 is a schematic diagram showing an example of the configuration of the decision-making support information display unit 303 on the crisis management information screen 310 displayed on the public relations officer's terminal 30. This decision-making support information display unit 303 is equipped with a press conference information display unit 3031, a priority stakeholder information display unit 3032, an information disclosure information display unit 3033, and a risk level information display unit 3034.

[0110] In Figure 15, the press conference information display unit 3031 displays "Recommended: Implement within 24 hours," the priority stakeholder information display unit 3032 displays "1. Employees, 2. Customers, 3. Local residents," the information disclosure information display unit 3033 displays "Partial disclosure (progress only)," and the risk level information display unit 3034 displays "Level 3 (medium risk)." Therefore, appropriate actions can be taken by referring to the information displayed on the decision support information display unit 303.

[0111] Figure 16 is a schematic diagram showing an example of the configuration of the comprehensive response plan information display unit 304 on the crisis management information screen 310 displayed on the public relations officer's terminal 30. This comprehensive response plan information display unit 304 displays information that comprehensively shows the actions that an organization should take in response to a crisis, as an action list that categorizes the response according to the time elapsed since the crisis occurred.

[0112] In other words, in Figure 16, the actions that the organization should take are displayed separately along a time axis, for example, in the Emergency Response (0-2 hours) display section 3041, the Initial Response (2-24 hours) display section 3042, the Continuing Response (1 week) display section 3043, the Long-Term Response (1 month or more) display section 3044, and the Completion Report (3 months later) display section 3045.

[0113] Furthermore, in Figure 16, the emergency response (0-2 hours) display section 3041 shows "Confirm the facts and assess the extent of the damage," "Establish an emergency response headquarters," "Report to relevant organizations," and "Ensure the safety of employees." The initial response (2-24 hours) display unit 3042 shows "Prepare a preliminary report," "Contact key stakeholders," "Prepare for media response," and "Start emergency recovery work." The "Continued Action (1 week)" display section 3043 shows "Detailed investigation of the cause," "Formulation of permanent countermeasures," "Regular information disclosure," and "Continued dialogue with stakeholders." The long-term response (after 1 month) display section 3044 shows "Implementation of recurrence prevention measures," "Trust restoration activities," "System / process improvement," and "Regular monitoring." Then, the completion report (3 months later) display section 3045 will show "Final report (formal report to relevant ministries, etc.)".

[0114] Furthermore, the comprehensive support plan information display unit 304 is equipped with a "Plan Approval" button 3046, an "Edit / Adjust" button 3047, a "PDF Export" button 3048, and a "Share with Stakeholders" button 3049.

[0115] Therefore, if a public relations officer wishes to edit or adjust this comprehensive response plan, they should select the "Edit / Adjust" button 3047 to make additions, deletions, corrections, etc. To output this comprehensive response plan in PDF format, they should select the "PDF Export" button 3048. To share this comprehensive response plan with relevant parties, they should select the "Share with Stakeholders" button 3049. After the comprehensive response plan has been shared, if an approver wishes to approve it, they should select the "Approve Plan" button 3046.

[0116] This allows for the rapid proposal of a crisis response plan, ensuring that the quality of response does not vary depending on the skills and experience of the public relations officer, even under the pressure of an emergency. Furthermore, by sharing the crisis response plan among stakeholders, a consistent response can be ensured without wavering from the company's stance.

[0117] Figure 17 is a schematic diagram showing an example of the configuration of the response list information display unit 305 on the crisis management information screen 310 displayed on the public relations officer's terminal 30.

[0118] This action list information display unit 305 is equipped with a fact confirmation unit 3051, a team assembly unit 3052, an impact scope confirmation unit 3053, a policy decision unit 3054, a countermeasure announcement unit 3055, an interim announcement unit 3056, and a completion report unit 3057. In other words, the comprehensive response plan information display unit 304 displays a list of actions that need to be confirmed in order to implement the comprehensive response plan displayed therein.

[0119] In addition, corresponding to the fact-checking unit 3051, there are checkboxes for "approved by the person in charge" 30511 and "implemented measures" 30512. Corresponding to the team assembly unit 3052, there are checkboxes for "approved by the person in charge" 30521 and "implemented measures" 30522.

[0120] Furthermore, corresponding to the Impact Scope Confirmation Unit 3053, a checkbox 30531 indicating approval by the person in charge and a checkbox 30532 indicating that the measures have been implemented are provided. Corresponding to the Policy Decision Unit 3054, a checkbox 30541 indicating approval by the person in charge and a checkbox 30542 indicating that the measures have been implemented are provided. Corresponding to the Countermeasure Announcement Unit 3055, a checkbox 30551 indicating approval by the person in charge and a checkbox 30552 indicating that the measures have been implemented are provided.

[0121] In addition, corresponding to the interim announcement section 3056, there are checkboxes 30561 (approved by the person in charge) and 30562 (measures implemented). Corresponding to the final report section 3057, there are checkboxes 30571 (approved by the person in charge) and 30572 (measures implemented).

[0122] In other words, for each item displayed on the action list information display unit 305, it is possible to check whether approval has been obtained and whether the action has been implemented. Therefore, if approval has been obtained from the approver, a check mark will be placed in the check box corresponding to each item, and if the action has been implemented, a check mark will be placed in the check box corresponding to each item.

[0123] In Figure 17, the "Measures Implemented" checkbox 30512 in the fact-checking section 3051 is shown with a check mark. Therefore, stakeholders who have been shared this comprehensive response plan (crisis management information) can confirm that the fact-checking has already been carried out.

[0124] Furthermore, the fact-checking unit 3051 displays information for verifying the facts of the crisis identified from the content entered in the situation input field 3017 of the situation input unit 301, indicating that fact-checking will be conducted using "factory cameras" and "persons involved (people who should be verified)." Specifically, it displays the department to which the fact-checking should be conducted, as well as the name and contact information of the person who should be verified.

[0125] Furthermore, the fact-checking unit 3051 may display information for accessing devices necessary for verifying the facts. Specifically, the fact-checking unit 3051 may display, for example, the IP address of the camera to be accessed and access information for the server that manages the images captured by the camera in order to check the contents of the camera's footage at the factory where the accident occurred. Similarly, the fact-checking unit 3051 may display information necessary for accessing the devices of relevant parties, such as telephone numbers, email addresses, and chat IDs, for making phone or email contact with those parties involved in verifying the facts.

[0126] In Figure 17, the fact-finding section 3051 displays the following as related parties: "Chiba Factory Manufacturing Department, Mr. A, contact information...", "Chiba Factory Manufacturing Department, Mr. B, contact information...", "Chiba Factory Manufacturing Department, Mr. C, contact information...". Therefore, the person conducting the fact-finding will first confirm whether the person indicated in the fact-finding section 3051 is appropriate to be the person who should be conducting the fact-finding, and then proceed with the fact-finding.

[0127] Furthermore, the team assembly unit 3052 displays a list of stakeholders who should share the crisis information, identified from the organizational information DB 210 based on the event items selected in the situation input unit 301. Specifically, it displays the department, name, and contact information of the stakeholders who should be the basis for sharing the information.

[0128] In Figure 17, the information sharers are listed as, for example, "Factory Manager, Mr. D, contact information...", "Manufacturing Department, Mr. E, contact information...", "Production Management Department, Mr. F, contact information...", and "Quality Control Department, Mr. G, contact information...". Therefore, those who assemble teams such as the Crisis Response Headquarters must confirm whether the individuals listed in Team Assembly Unit 3052 are suitable to share crisis information before assembling the team.

[0129] Furthermore, as described above, when a check mark is placed on the "Measures Implemented" checkbox 30512 of the fact-checking unit 3051, the approval screen 510 shown in Figure 18 is displayed on the approver terminal 50 used by the approver to obtain approval. Figure 18 is a schematic diagram showing an example configuration of the approval screen 510 displayed on the approver terminal 50.

[0130] This approval screen 510 is displayed, for example, on top of the crisis management information response list display unit 505, which is displayed on the approver terminal 50 used by an approver who is a party to whom the information is shared and who is responsible for taking action. The approval screen 510 includes a message display section 5101 that requests approval for the fact-checking process, an "Approve" button 5102, and a "Disapprove" button 5103.

[0131] In Figure 18, the message display unit 5101 displays, for example, "We have confirmed with the factory camera and with Mr. A and Mr. B in the manufacturing department of the Chiba factory. Please approve the fact-finding." Therefore, the approver selects the buttons displayed on the fact-finding unit 5051 of the action list information display unit 505 displayed on the approver terminal 50. Specifically, if the approver determines that the fact-finding method and the people who should be confirmed are appropriate, they select the "Approve" button 5102. On the other hand, if the approver determines that it is inappropriate, they select the "Do not approve" button 5103.

[0132] When the "Approve" button 5102 is selected, a check mark is placed in the approved checkbox 50511 of the person in charge of the fact-checking department 5051. Similarly, on the public relations officer's terminal 30, where the information is shared, the selection of the "Approve" button 5102 is reflected, and a check mark is placed in the approved checkbox 30511 of the person in charge of the fact-checking department 3051 in a timely (immediate) manner.

[0133] Figure 19 is a schematic diagram showing an example of the configuration of the automatic document generation unit 306 on the crisis management information screen 310 displayed on the public relations officer's terminal 30. This automatic document generation unit 306 is equipped with a "Press Release" selection button 3061, an "Internal Notice" selection button 3062, an "Apology Letter" selection button 3063, an "FAQ" selection button 3064, and an "Statement of View" selection button 3065. This automatic document generation unit 306 displays documents categorized into five types, but the number and types of document names are not limited and can be freely set.

[0134] The automatic document generation unit 306 is also provided with a document display area 3066 for displaying the generated document, a "Generate Document" button 3067, a "Preview" button 3068, and a "Send" button 3069. Therefore, the person requesting the generation of a document selects the button corresponding to the desired document type in the automatic document generation unit 306, and also selects the "Generate Document" button 3067. The document generated according to the desired document type is then displayed in the document display area 3066.

[0135] Furthermore, to send the generated document to a pre-configured recipient, such as the head of an organization or a lawyer, select the "Send" button 3069. This will send an email with the document file attached to the designated recipient.

[0136] In this embodiment, the situation input field 3017 of the situation input unit 301 accepts one input regarding the event. The user can generate an "internal notice," which is a notification about the crisis directed to within the organization, and a "press release," which is a notification about the crisis directed to outside the organization, simply by entering a sentence in this situation input field 3017 and selecting either the "press release" selection button 3061 or the "internal notice" selection button 3062, respectively.

[0137] Figure 20 is a schematic diagram showing an example of the configuration of the past case reference information display unit 307 on the crisis management information screen 310 displayed on the public relations officer's terminal 30. This past case reference information display unit 307 includes a past case display unit, a "See More" button 3072, a "Detailed Case Analysis" button 3073, and a response policy display unit 3074. The past case display unit 3071 displays past crisis cases identified by referring to the crisis information DB 220 and the crisis response case information DB 230 based on the content entered in the situation input field 3017 of the situation input unit 301. In Figure 20, a first case reference button 30711 and a second case reference button 30712 are provided.

[0138] Therefore, by selecting any of the case reference buttons displayed in the past case display section 3071, the details of that case will be displayed and their contents can be viewed. If you want to view cases other than those displayed in the past case display section 3071, select the "See More" button 3072. This will display several more past case reference buttons, allowing you to view their contents. If you do not have time to check the details of past cases, selecting the "Detailed Case Analysis" button 3073 will display an overview of the case (a summary compiled by the generating AI).

[0139] In particular, the first case reference button 30711 in the past case display section 3071 displays "Company A Fire Incident (2022)" as the title information for a past case, and "Reliability Restoration Successful" as the result of the case's response. Similarly, the second case reference button 30712 displays "Company B Explosion Incident (2021)" as the title information for a past case, and "Partial Impact" as the result of the case's response. In this way, by displaying the title information and the response result, users can grasp the content of past cases before checking detailed information.

[0140] Furthermore, the response policy display unit 3074 is equipped with a message "Report on the website within 1 hour," along with a DO (actions to be taken) example display unit 30741 and a DONOT (actions not to be taken) example display unit 30742. The DO (actions to be taken) example display unit 30741 is equipped with a button to display the first action to be taken 307411, a button to display the second action to be taken 307412, and a button to display the third action to be taken 307413. The DONOT (actions not to be taken) example display unit 30742 is equipped with a button to display the first action not to be taken 307421, a button to display the second action not to be taken 307422, and a button to display the third action not to be taken 307423.

[0141] Therefore, those involved in responding to a crisis can check what actions should be taken based on past cases by selecting the appropriate case buttons displayed in the DO (actions to be taken) case display section 30741. Furthermore, they can check what actions should not be taken based on past cases by selecting the appropriate case buttons displayed in the DONOT (actions not to be taken) case display section 30742. These DO (actions to be taken) case display section 30741 and DONOT (actions not to be taken) case display section 30742 are displayed side by side, for example, one above the other. This allows users to consider responses to a crisis while comparing the information as a pair.

[0142] Figure 21 is a schematic diagram showing an example of the configuration of the impact assessment information display unit 308 on the crisis management information screen 310 displayed on the public relations officer's terminal 30.

[0143] This impact assessment information display unit 308 is equipped with a stock price impact display unit 3081, a brand impact display unit 3082, a legal risk display unit 3083, and a response deadline display unit 3084. In Figure 21, these display fields show "Analysis in Progress," but they each display the results of analyzing past cases identified by referring to the Crisis Information DB 220 and Crisis Response Case Information DB 230, based on the content entered in the Status Input Field 3017 of the Status Input Unit 301.

[0144] The impact assessment information display unit 308 is equipped with a countermeasure policy display unit 3085, and in Figure 21, it is equipped with a countermeasure candidate 1 display unit 30851 and a countermeasure candidate 2 display unit 30852.

[0145] This response candidate 1 display unit 30851 includes a "Response 1" display button 308511 that allows users to check a mild (soft) response plan, a predicted stock price display unit 308512 based on this response, and a predicted SNS reaction display unit 308513 based on this response. In Figure 21, the predicted stock price display unit 308512 shows "30 yen down," and the predicted SNS reaction display unit 308513 shows "Low possibility of backlash."

[0146] Furthermore, the Response Candidate 2 display unit 30852 includes a "Response 2" display button 308521 that allows users to check proposed solutions for dealing with the situation urgently (hard), a predicted stock price display unit 308522 based on this solution, and a predicted SNS reaction display unit 308523 based on this solution. In Figure 21, the predicted stock price display unit 308522 shows "down 900 yen," and the predicted SNS reaction display unit 308523 shows "high possibility of backlash."

[0147] Therefore, those involved in responding to the crisis can refer to the information displayed in the forecast stock price display section and the forecast SNS reaction display section to determine what kind of response is desirable.

[0148] Furthermore, in this system 1, the list of approvers that serves as the basis for selecting an alternative approver to handle cases where approval cannot be obtained from an approver can be shown, for example, in Figure 22. Figure 22 is a schematic diagram showing an example of the configuration of the approver list information display unit 309 on the crisis management information screen 310 displayed on the public relations officer's terminal 30.

[0149] This approver list information display unit 309 is provided with a first approver display unit 3091 and a second approver display unit 3092, and also has, for example, a first report section 30931, a second report section 30932, and an apology section 3093n as items to be dealt with.

[0150] In Figure 22, the first report section 30931 shows "Public Relations Manager" as the first approver and "Two Public Relations Staff" as the second approvers. The second report section 30932 shows "Director A" as the first approver and "Director B" as the second approver. The apology section 3093n shows "President," "Director," and "Lawyer." Therefore, in this system 1, if approval cannot be obtained from the approver, approval is obtained from an alternate approver designated as a second approver to avoid delays in processing. In particular, in this embodiment, if the second approver holds a lower position than the first approver, the number of second approvers is set to be greater than that of the first approver.

[0151] [Note] (Note 1) Having one or more processors, The aforementioned processor, We accept information regarding events related to organizational crises. In response to the aforementioned events, the organization generates crisis management information regarding the actions it should take, using AI. Management system. (Note 2) The crisis management information described above includes the management system described in Appendix 1, which includes contact information for relevant parties who should share information about the crisis that has occurred. (Note 3) The crisis management information includes the information that forms the basis for the output of the contact information, as described in Appendix 2. (Note 4) The crisis management information includes response information that shows the actions the organization should take in accordance with the time elapsed since the crisis occurred, as described in Appendix 1. (Note 5) The aforementioned response information includes information prompting the organization to report the completion of its response to the crisis, as described in Appendix 4 of the management system. (Note 6) The management system described in Appendix 1, which immediately reflects and displays that information about the aforementioned crisis is being shared among the relevant parties. (Note 7) The management system described in Appendix 6, which displays a reception screen for receiving approval for the response from specific parties with whom information on the aforementioned crisis is shared. (Note 8) The management system described in Appendix 7, which immediately reflects and displays that the approval has been received from the aforementioned specific party. (Note 9) The management system described in Appendix 7, which displays information about an alternative approver if the approval from a specific party with whom information about the crisis is shared cannot be confirmed within a predetermined period. (Note 10) The crisis management information includes multiple options for the response described above, as well as information predicting the degree of social impact corresponding to each option, as described in Appendix 1. (Note 11) The crisis management information described above includes confirmation information for verifying the facts of the crisis, as described in Appendix 1. (Note 12) The aforementioned verification information is information for accessing devices necessary for verifying the facts, as described in Appendix 11 of the management system. (Note 13) The crisis management information is a management system described in Appendix 1, which displays title information of past cases corresponding to the received incident, along with the results of the response to those cases. (Note 14) The crisis management information is a management system as described in Appendix 1, which displays side by side information regarding actions that the organization should take and actions that the organization should not take. (Note 15) The management system described in Appendix 1, which, based on an input regarding the event received, is capable of generating an internal notification of the crisis that occurred and an external notification of the crisis that occurred. (Note 16) Having one or more processors, The aforementioned processor, A means of receiving information about events related to organizational crises, A generation means for generating crisis management information related to the response that the organization should take in response to the aforementioned event, using AI, A control device equipped with the following features. (Note 17) On the computer, A function to receive information about events related to organizational crises, A function that uses AI to generate crisis management information regarding the response that the organization should take in response to the aforementioned event, A program that executes the command.

[0152] Although this embodiment has been described above, the above-described embodiment is merely an example to facilitate understanding of the present invention and is not intended to limit the interpretation of the present invention. Furthermore, the present invention is not limited to the above-described embodiment, and any modifications, improvements, etc., to the extent that they can achieve the objectives of the present invention are included in the present invention. [Explanation of Symbols]

[0153] 10…Crisis management public relations device (server), 30…Public relations officer terminal, 50…Approver terminal, 110…Reception department, 120…Analysis department, 130…Generation department, 140…Display department, 210…Organization information DB, 220…Crisis information DB, 230…Crisis response case information DB

Claims

1. Having one or more processors, The aforementioned processor, We accept information regarding events related to organizational crises. The AI ​​is given prompts that include instructions to refer to past crisis management cases and generate crisis management information regarding the response that the organization should take in response to the received event. The crisis management information generated by the AI ​​is output, The crisis management information includes multiple options for the response, and for each option, it also displays a forecast of the organization's stock price and / or a forecast of the reaction on social media. Management system.

2. The crisis management information includes response information that indicates the actions that the organization should take in accordance with the time elapsed since the crisis occurred. The aforementioned response information displays a summary of the actions that the organization should take on an hourly, weekly, and monthly basis. The management system according to claim 1.

3. Having one or more processors, The aforementioned processor, We accept information regarding events related to organizational crises. The AI ​​is given prompts that include instructions to refer to past crisis management cases and generate crisis management information regarding the response that the organization should take in response to the received event. The crisis management information generated by the AI ​​is output, The crisis management information includes response information that indicates the actions that the organization should take in accordance with the time elapsed since the crisis occurred. The aforementioned response information displays a summary of the actions that the organization should take on an hourly, weekly, and monthly basis. Management system.

4. Having one or more processors, The aforementioned processor, A means of receiving information about events related to organizational crises, An input means for inputting prompts to the AI, which include instructions to refer to past crisis management cases and generate crisis management information regarding the response that the organization should take in response to the received event, The system includes an output means for outputting the crisis management information generated by the AI, The crisis management information includes multiple options for the response, and for each option, the management device also displays a prediction of the organization's stock price and / or a prediction of the reaction on social media.

5. On the computer, A function to receive information about events related to organizational crises, A function to input prompts to the AI, including instructions to refer to past crisis management cases and generate crisis management information regarding the response that the organization should take in response to the received event, A function to output the crisis management information generated by the AI, The crisis management information includes multiple options for the response, and for each option, it also has a function to display a prediction of the organization's stock price and / or a prediction of the reaction on social media. A program that executes the command.

Images