Workgroup Instant Message Consultation via Session Segmentation
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Solution Overview
Problem
Conventional instant messaging systems do not efficiently manage consultation sessions within callable workgroups, requiring participants to actively engage with all members for input, which can be inefficient and limit the ability to monitor communications.
Innovation Solution
A system and method that allow a member of a callable workgroup to initiate a second instant message session with other group members to monitor and consult on communications with an external user, enabling unobtrusive observation and collaborative advice without requiring all members to participate in the initial session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all workgroup members actively engage in an IM session to provide input, then comprehensive consultation is achieved, but system complexity and time consumption increase
Solution Approach 1:
The patent segments the IM session into two distinct modes: a primary consultation session between the external user and the first workgroup member, and a separate monitoring session between the first member and other workgroup members. This segmentation allows comprehensive consultation to be achieved without requiring all members to actively participate in the same session, thereby reducing session management complexity while maintaining reliability of input gathering.
Solution Approach 2:
The first workgroup member acts as an intermediary who receives input from the external user in the first IM session and then relays relevant information to other workgroup members through the second monitoring session. This intermediary role eliminates the need for all members to directly engage with the external user, reducing session complexity while ensuring comprehensive consultation through the mediator's coordination.
2Loss of information
If all workgroup members actively engage in an IM session to provide input, then complete information gathering is achieved, but time consumption increases
Solution Approach 1:
By segmenting the consultation process into a primary session and a monitoring session, the patent enables parallel information flow. The first member gathers information from the external user while simultaneously sharing it with other workgroup members, eliminating the need for sequential involvement of all members and thereby reducing total session duration while maintaining information completeness.
Solution Approach 2:
The first workgroup member performs preliminary information gathering in the first IM session with the external user before involving other members. This preliminary action allows the member to filter and organize information, then efficiently share it with the rest of the workgroup in the second session, reducing overall time consumption while ensuring complete information is captured and distributed.
3Loss of information
If a second IM session is initiated for monitoring purposes, then communication monitoring capability is improved, but device complexity increases
Solution Approach 1:
The system establishes a monitoring session where the first workgroup member serves as an intermediary who has already received and processed information from the external user. This member then shares relevant communications with other workgroup members in the monitoring session, enabling communication monitoring capability without requiring complex multi-party session management, as the first member acts as the central coordination point.
Data Source
AI summary
A method for managing instant message communications, including conducting an instant message (IM) session between a first member of a callable workgroup and an external user participant that calls the callable workgroup; initiating, by the first member of the callable workgroup, a second IM session between the first member and at least one other member of the callable workgroup; and conducting the second IM session between the first member and the at least one other member of the callable workgroup, the at least one other member of the callable workgroup participating in the second IM session capable of monitoring communications of the first IM session between the first member and the external user.