JP2011048524A - Problem or complaint data processing apparatus and method - Google Patents

Abstract

Data for automatically taking countermeasures is presented to a user who has posted a problem or dissatisfaction.
[Solution]
In the case of a problem or dissatisfaction posted by a certain user, when another user posts a comment that denies the problem or dissatisfaction, the comment often includes measures for the problem or dissatisfaction. Therefore, when there is a user who has denied a problem or dissatisfaction and posted a comment, countermeasures are automatically extracted from the comment by part-of-speech analysis and presented to the user who has posted the problem or dissatisfaction.
[Selection] Figure 1

Description

  The present technology relates to a technology for processing a posting regarding a problem or dissatisfaction and a posting of a comment corresponding thereto.

  There already exists a mechanism in which a user who has a business problem or dissatisfaction posts the problem or dissatisfaction on the electronic bulletin board, and another user further posts a comment.

  In addition, for example, a free description sentence is input as an answer to a questionnaire, an opinion description part and a basis description part are extracted based on an analysis rule stored in an analysis rule database, and many free description sentences are extracted based on the extraction result. There is also a technology that further extracts the topics described as issues, and creates an opinion chart showing the distribution of opinion description parts for each issue.

JP 2004-227343 A

  However, with a simple electronic bulletin board, a user who has a problem or dissatisfaction cannot grasp a countermeasure for the problem or dissatisfaction unless the user reads the comments in order. In addition, if you use the questionnaire response analysis technology, there is a possibility that you can analyze comments in free texts for pre-registered problems and dissatisfaction and aggregate opinions corresponding to countermeasures, but precise analysis Rules are required, and labor and processing load are high.

  Therefore, an object of the present technology is to provide a new technology that can automatically present a countermeasure or the like by effectively using a comment posted for a problem or dissatisfaction posted by a user having a problem or dissatisfaction.

  This problem or dissatisfaction data processing method is a problem or dissatisfaction data processing method executed by a computer that can communicate with a first user terminal and a second user terminal via a network. And this problem or dissatisfaction data processing method receives the 1st text data showing a problem or dissatisfaction from a 1st user's terminal, and respond | corresponds to the identifier of a 1st user, and the identifier of the said 1st text data. In addition, when the dissatisfied data registration step for storing in the dissatisfied data storage unit and the data and comments indicating approval or disapproval for the first text data stored in the dissatisfied data storage unit are received from the terminal of the second user, the comment A case in which a predetermined word centered on a verb is extracted by morphological analysis to generate a standardized comment, and the standardized comment generated and the identifier of the first text data indicate negative or positive data Includes a post processing step to be registered in the countermeasure data storage unit, and a dissatisfied data addressed to the first user terminal or to the mail address of the first user. An output step of reading out, outputting or transmitting a standardized comment registered in the countermeasure data storage unit in association with the identifier of the first text data stored in the data storage unit in association with the identifier of the first user Including.

  A countermeasure or the like can be automatically presented by effectively utilizing the posting of a comment on a problem or dissatisfaction posted by a user having a problem or dissatisfaction.

FIG. 1 is a system outline diagram of the present embodiment. FIG. 2 is a functional block diagram of the organization monitor server. FIG. 3 is a diagram illustrating an example of data stored in the user data storage unit. FIG. 4 is a diagram illustrating an example of data stored in the anonymization conversion table. FIG. 5 is a diagram illustrating a process flow of the dissatisfaction registration process. FIG. 6 is a diagram illustrating an example of data stored in the dissatisfied data storage unit. FIG. 7 is a diagram showing a processing flow of comment posting processing. FIG. 8 is a diagram illustrating an example of a comment registration page. FIG. 9 is a diagram illustrating an example of data stored in the posted data storage unit. FIG. 10 is a diagram illustrating an example of a cause table. FIG. 11 is a diagram illustrating a processing flow of comment posting processing. FIG. 12 is a diagram illustrating an example of a countermeasure table. FIG. 13 is a diagram illustrating a processing flow of message transmission processing. FIG. 14 is a diagram illustrating a processing flow of dissatisfaction countermeasure notification message transmission processing. FIG. 15 is a diagram illustrating an example of a dissatisfaction countermeasure notification mail. FIG. 16 is a diagram illustrating a process flow of the cooperator list message transmission process. FIG. 17 is a diagram illustrating an example of a collaborator list message. FIG. 18 is a diagram illustrating a processing flow of the cooperation request message transmission processing. FIG. 19 is a diagram illustrating an example of the cooperation request message. FIG. 20 is a diagram showing a processing flow of escalation message transmission processing. FIG. 21 is a diagram showing a processing flow of escalation message transmission processing. FIG. 22 is a diagram illustrating a process flow of the cause number list generation process. FIG. 23 is a diagram illustrating an example of an escalation message. FIG. 24 is a functional block diagram of a computer.

  FIG. 1 shows an outline of a system according to an embodiment of the present technology. For example, in the network 1 such as the Internet or a LAN (Local Area Network), an organization monitor server 3 that performs main processing in the present embodiment, and a personal computer operated by a dissatisfied contributor who posts a problem or dissatisfaction, for example. 1 or a plurality of dissatisfied contributor terminals 5, and one or a plurality of comment contributor terminals 7 operated by a comment contributor who posts a comment on a problem or dissatisfaction, a dissatisfied contributor, etc. For example, one or a plurality of manager terminals 9 which are personal computers operated by the upper manager are connected.

  Next, FIG. 2 shows a functional block diagram of the organization monitor server 3. The organization monitor server 3 receives anonymization conversion table storage unit 32 for storing an anonymization conversion table for anonymizing proper nouns and anonymization by receiving text data representing a problem or dissatisfaction from dissatisfied poster terminal 5 A dissatisfied data registration unit 31 that performs the processing described below using the anonymization conversion table stored in the conversion table storage unit 32, a dissatisfied data storage unit 33 that stores the processing result of the dissatisfaction data registration unit 31, and a dissatisfied post The user data storage unit 35 for storing data such as a commenter, a comment poster, and a manager, and the comment data about the problem or dissatisfaction posted by the dissatisfied poster using the dissatisfied data storage unit 33 are received from the comment poster terminal 7. The comment posting processing unit 34 for executing the processing described below and the posting data output by the comment posting processing unit 34 are stored. Posted data storage unit 36, cause table storage unit 37 for storing cause data output from comment posting processing unit 34, countermeasure table storage unit 38 for storing countermeasure data output from comment posting processing unit 34, user An output that performs processing using data stored in the data storage unit 35, the posted data storage unit 36, the cause table storage unit 37, and the countermeasure table storage unit 38, and outputs a processing result to a user who matches the condition. Part 39.

  Next, FIG. 3 shows an example of data stored in the user data storage unit 35. In the example of FIG. 3, for each user, an ID, a name, a department name, a hierarchy name (or title), an e-mail address, and an attribute name such as a project name are registered. For example, for processing such as specifying an e-mail address from a user ID, specifying a department name or the like from the user ID, and specifying a manager in which the same department name is registered and the hierarchy is a predetermined level (for example, a department manager or higher) Used.

  The anonymization conversion table stored in the anonymization conversion table storage unit 32 stores data as shown in FIG. For example, as shown in FIG. 4, anonymized nouns are registered in association with proper nouns having a high appearance frequency. The anonymizing noun may be a letter such as A or B in addition to English letters such as A and B. Also, it may be replaced with a completely different noun (such as an animal name or a plant name).

  Next, processing contents of the system shown in FIGS. 1 and 2 will be described with reference to FIGS.

  For example, if a dissatisfied contributor operates the dissatisfied contributor terminal 5 to access the organization monitor server 3, logs in with an ID and password, and then accesses a specific Web page via a menu page or the like, The data registration unit 31 transmits Web page data including an input field for text data representing a problem or dissatisfaction, for example, to the dissatisfied poster terminal 5. The Web browser of the dissatisfied poster terminal 5 receives the Web page data as described above from the dissatisfied poster terminal 5 and displays it on the display device. Thereafter, the dissatisfied contributor operates the dissatisfied contributor terminal 5 to input text data representing the content of the problem or dissatisfaction and causes the organization monitor server 3 to transmit the text data.

  The dissatisfaction data registration unit 31 of the organization monitor server 3 receives text data representing dissatisfaction content from the dissatisfied poster terminal 5 and stores it in a storage device such as a main memory (step S1). At this time, the ID of the dissatisfied poster can be grasped by the conventional technique. For example, text data such as “A failure has occurred and it is said that there is no countermeasure in the investigation stage” is received.

  Next, the dissatisfaction data registration unit 31 decomposes the received text data into words by a known morphological analysis, and extracts proper nouns using, for example, a proper noun dictionary (step S3). There are cases where proper nouns are not included as in the example described above.

  And the dissatisfaction data registration part 31 replaces a proper noun with the anonymization noun according to the anonymization conversion table stored in the anonymization conversion table storage part 32 (step S5). If there is no proper noun in step S3, or if it is a proper noun registered in the anonymization conversion table, no replacement is performed.

  Thereafter, the dissatisfied data registration unit 31 issues a serial number regarding the problem or dissatisfaction received this time, and complains by associating the serial number, the reception date and time, the contributor ID, and the text data after proper noun replacement. The data is stored in the data storage unit 33 (step S7). For example, it is stored in the dissatisfied data storage 33 in the form shown in FIG.

  In the example of FIG. 6, a dissatisfied number (No.) that is a serial number, anonymized dissatisfied data (text data after replacement, hereinafter simply referred to as dissatisfied data or a dissatisfied record), a reception date and time, and a contributor ID, approval rate, number of approvals, and number of negatives are registered. The approval rate, the number of approvals, and the number of negatives are values registered when a comment is posted on the dissatisfaction data.

  Next, processing at the time of comment posting will be described with reference to FIGS. For example, when a comment contributor operates the comment contributor terminal 7 to access the organization monitor server 3, logs in with an ID password or the like, and further accesses a specific Web page via a menu page or the like, The processing unit 34 reads one or a plurality of dissatisfied data from the dissatisfied data storage unit 33, generates comment registration page data including a dissatisfaction selection column and a comment input column for the dissatisfied data for each dissatisfaction, It transmits to the terminal 7 (FIG. 7: step S11). At this time, the commenter's ID can be grasped by the conventional technique. The Web browser of the comment poster terminal 7 receives the comment registration page data from the organization monitor server 3 and displays it on the display device.

  For example, a screen as shown in FIG. 8 is displayed. In the example of FIG. 8, the dissatisfaction data as described above is shown as a question. On the other hand, the approval / disapproval selection column such as “somewhat agree”, “somewhat deny”, “not applicable” is displayed. An option is selected with a radio button 801. In addition, a comment input field 803 is also provided for inputting contents for agreeing to the item selected by the radio button 801, a reason for denial, and the like. However, inputting a comment is optional. In the example of FIG. 8, there is one dissatisfaction subject to approval / disapproval input and comment input, but a plurality of dissatisfactions may be listed. The comment contributor selects a corresponding item with the radio button 801, inputs a comment in the comment input field 803, and clicks the send button. Click the cancel button to cancel posting.

  The comment contributor terminal 7 receives the operation input as described above from the comment contributor, and when the send button is clicked, the approval / disapproval instruction and comment by the radio button 801 are associated with the dissatisfied data identifier or the like. The comment data input in the input field 803 is transmitted to the organization monitor server 3.

  The comment posting processing unit 34 of the organization monitor server 3 receives the approval / disapproval selection instruction and the comment data in association with the dissatisfied data identifier or the like from the comment poster terminal 7 and stores them in a storage device such as a main memory, for example. (Step S13). Then, the comment posting processing unit 34 registers a record in the posting data storage unit 36 based on the received data (step S14). An example of data stored in the posted data storage unit 36 is shown in FIG. In the example of FIG. 9, every time a comment or the like is received, a posting number (No.), a dissatisfaction number (No.), a contributor ID, a posting time, a posting result, a comment, and a cause number (No. ) Or countermeasure number (No.). The post number is a serial number that is issued and registered each time a comment is received. As for the contributor ID, it is included in the received data or the ID at the time of login is stored and registered. The posting time is the time at which a comment or the like is received, and the posting result is data (for example, a flag) indicating approval or denial. For comments, the received comment data is registered as it is. The cause number and countermeasure number will be registered later.

  Then, the comment posting processing unit 34 determines whether the received comment agrees with the dissatisfaction data, that is, whether an approval selection instruction is given (step S15). If the dissatisfaction is negative, the process proceeds to the process of FIG.

  On the other hand, if it agrees, the comment posting processing unit 34 searches the dissatisfied data storage unit 33 with the dissatisfied data identifier to identify the corresponding record, increments the number of approvals by 1, and the approval rate (= consent) Number / (number of approvals + number of negatives) or = number of approvals / numbers of negatives) is calculated and registered (step S17).

  Then, the comment posting processing unit 34 determines whether or not comment data is included in the received data (step S19). If comment data is not included, the process proceeds to step S43 in FIG. On the other hand, if comment data is included, the comment posting processing unit 34 divides the word into words by morphological analysis and extracts predetermined words (here, verb, object, complement, and adverb) centered on the verb. Further, a standardized comment is generated by unifying synonyms in a well-known synonym dictionary prepared in advance (step S21). A comment is not usually input with a long sentence, and therefore, the cause is sufficiently specified by extracting verbs, objects, complements, and adverbs. When a plurality of sentences are included in a comment, a plurality of records may be registered in the cause table for one comment.

  Then, the comment posting processing unit 34 determines whether or not the record including the dissatisfied number of the dissatisfaction subject to processing and the generated standardized comment has been registered in the cause table stored in the cause table storage unit 37 (step S23). ). If it has not been registered, the comment posting processing unit 34 registers the generated standardized comment and the dissatisfied dissatisfaction number of the processing target in the cause table storage unit 37 with the appearance frequency “1” ( Step S25). And it transfers to the process of FIG.

  On the other hand, if it has been registered, the comment posting processing unit 34 increments the appearance frequency of the record including the same standardized comment by 1 (step S27). And it transfers to the process of FIG.

  An example of the cause table stored in the cause table storage unit 37 is shown in FIG. In the example of FIG. 10, the cause number (No.) which is a serial number, the dissatisfied dissatisfaction number (No.), the verb, the object, the complement, the adverb, the counter, Is to be registered. The appearance frequency is obtained by the counter.

  Shifting to the description of the processing in FIG. 11, after terminal B, the comment posting processing unit 34 searches the dissatisfied data storage unit 33 with the dissatisfied identifier to be processed, identifies the corresponding record, and sets the negative number to 1. At the same time, the approval rate (= number of approvals / (number of approvals + negative number). Or simply = number of approvals / number of negatives) is calculated and registered (step S31).

  Then, the comment posting processing unit 34 determines whether the received data includes comment data (step S33). If comment data is not included, the process proceeds to step S43.

  On the other hand, if comment data is included, the comment posting processing unit 34 divides the word into words by morphological analysis and extracts predetermined words (here, verb, object, complement, and adverb) centered on the verb. Further, a standardized comment is generated by unifying synonyms in a well-known synonym dictionary prepared in advance (step S35). As described above, a comment does not normally input a long sentence. Therefore, the comment is data for which measures are sufficiently specified by extracting verbs, objects, complements, and adverbs. When a plurality of sentences are included in the comment, a plurality of records may be registered in the countermeasure table for one comment.

  Then, the comment posting processing unit 34 determines whether or not a record including the dissatisfied number of the dissatisfaction subject to processing and the generated standardized comment has been registered in the countermeasure table stored in the countermeasure table storage unit 38 (step S37). ). If it has not been registered, the comment posting processing unit 34 registers a new record including the generated standardized comment and the dissatisfied dissatisfaction number of the processing target, with the appearance frequency being “1”, in the countermeasure table storage unit 38 ( Step S39). Then, the process proceeds to step S43.

  An example of the countermeasure table stored in the countermeasure table storage unit 38 is shown in FIG. In the example of FIG. 12, a countermeasure number (No.) that is a serial number, a dissatisfied dissatisfaction number (No.), a verb, an object, a complement, an adverb, and a counter are registered. It is like that. The appearance frequency is obtained by the counter.

  Then, the comment posting processing unit 34 uses the cause number or the countermeasure number of the record newly registered or updated in the cause table storage unit 37 or the countermeasure table storage unit 38 as the corresponding posted record ( It is registered in the posting record registered in step S14 (step S43).

  When such a process is performed, not only data in which comments for dissatisfaction data and comments to deny are simply arranged, but also countermeasure data or cause data peculiar to the present embodiment, together with the appearance frequency. Be able to.

  In this embodiment, when a negative comment is registered for dissatisfied data, processing is performed based on the non-obvious knowledge that the comment includes information corresponding to the countermeasure. Yes. This is empirically derived. For example, in the example of FIG. 9, regarding a problem or dissatisfaction that “a failure has occurred and it was being investigated that there was no countermeasure,” “Since failure information is broadcast to related parties, it cannot be spoken” In many cases, negative comments such as “There is no person to speak,” “We have held an emergency briefing on the status of dealing with failures and have never been beaten.” In many cases, the user who inputs "" inputs the reason for denying the problem or dissatisfaction, that is, the information for the countermeasure. The present inventor has noticed such a point for the first time, and it can be shaped into a form that can be utilized by various users by performing the processing described above.

  As mentioned above, there are few users who can spend a long time on other people's problems or dissatisfaction, and long sentences are rarely input, so it was standardized by simple processing as described above. Comments can be obtained.

  Also, it has been found that a comment that approves a problem or dissatisfaction includes a content that causes a cause, and is used in the following processing.

  Next, processing related to effective use of the accumulated standardized comments will be described with reference to FIGS. The processing flow of FIG. 13 is performed periodically, for example. However, it may be performed at an arbitrary timing.

  First, the output unit 39 specifies one record for unprocessed dissatisfied data in the dissatisfied data storage unit 33 (step S51). Then, the output unit 39 determines whether or not the approval rate included in the specified record is equal to or greater than a preset threshold value (step S53). In this step, it is determined whether a problem or dissatisfaction that many users agree with is discussed. As an example, it is determined whether or not the following processing is performed based on the approval rate, but other criteria may be adopted.

  For example, the difference between the approval rate within the most recent unit time and the approval rate of the unit time immediately before the most recent unit time is greater than or equal to a predetermined threshold, that is, the approval rate has increased rapidly. It may be a condition such as being. Such a criterion is based on the posting time data in the posting data storage unit 36, and the number of corresponding records that appear within a unit time (the number of posting records that are “approved” including the dissatisfaction number of the dissatisfaction subject to processing). The number of posted records including the dissatisfaction number of the dissatisfaction subject to processing is counted, and the approval rate may be calculated.

  Alternatively, all records of dissatisfied data at the time of processing may be sorted in descending order at the approval rate, and the top M records may be employed. Instead of the approval rate, all records may be sorted in descending order by (number of approvals−number of negatives), and the top M records may be adopted. Furthermore, all records are sorted in descending order according to the difference between the number of (approved-negative) in the latest unit time and the (united number-negative) of the unit time immediately before the latest unit time. The top M records may be adopted. Similarly, instead of the top M, for example, all records having an approval rate that is equal to or higher than the average value of the approval rate or the median value are adopted, or Or the difference between the approval rate in the last unit time and the approval rate in the previous unit time is the average of the differences. Adopt all records that are greater than or equal to the median, or if the difference between the most recent unit time (agreement number-negation number) and the previous unit time (agreement number-negation number) All records having an average value or a median value of the differences may be adopted. Furthermore, a record of dissatisfied data in which the number of approvals is larger than the number of negatives may be adopted. Alternatively, a record of dissatisfied data in which the number of approvals is smaller than the number of negatives may be adopted in the sense that there are many countermeasures rather than the fact that dissatisfaction is accumulated in the organization.

  As described above, the dissatisfaction or problem for which countermeasures should be presented to the user can be selected by various methods. Note that such narrowing may not be performed.

  Returning to the explanation of FIG. 13, if the approval rate of the identified record is not equal to or greater than the threshold value, the process proceeds to step S63. On the other hand, when the approval rate of the identified record is equal to or greater than the threshold value, the output unit 39 performs a dissatisfaction countermeasure notification message transmission process (step S55). This dissatisfaction countermeasure notification message transmission process will be described with reference to FIGS.

  Shifting to the description of the processing in FIG. 14, the output unit 39 extracts countermeasures registered for the identified dissatisfaction number from the countermeasure table storage unit 38 (for example, FIG. 12), and the appearance frequency (that is, The counter is sorted in descending order, and the sorting result is stored in a storage device such as a main memory (step S71). Then, the output unit 39 identifies the top N countermeasures of the sorting result (step S73). And the output part 39 produces | generates the countermeasure number list | wrist including the countermeasure number of the countermeasure identified by step S73, for example, stores it in memory | storage devices, such as a main memory (step S75). In addition to the countermeasure number, other data (for example, standardized comments) registered in the countermeasure table storage unit 38 may be included in the countermeasure number list.

  Thereafter, the output unit 39 identifies the dissatisfied dissatisfied contributor identified in step S51 from the dissatisfied data storage unit 33, and the ID of the contributor who performed the posting agreeing with the dissatisfied identified in step S51 (the processing target). In association with the dissatisfied dissatisfaction number, the posting result = the contributor ID of the record in which approval is registered is specified from the posting data storage unit 36, and the ID is registered in the dissatisfaction and approval list, for example, the main memory or the like Store in the storage device (step S77). In addition, since the same contributor may have posted multiple times for the same dissatisfaction, in that case, it is recommended to exclude the contributor who has a negative record for the latest posting date Also good. Further, it may be limited to a contributor who has posted “approved” multiple times. In this way, in addition to the user who first posted the problem or dissatisfaction, a user who is really in trouble with the same problem or dissatisfaction is identified and registered in the dissatisfaction and supporters list.

  Thereafter, the output unit 39 reads the user's email address registered in the dissatisfaction and supporter list from the user data storage unit 35 and registers it in the dissatisfaction and supporter list (step S79). Then, the output unit 39 reads the standardized comments corresponding to the countermeasures from the countermeasure table storage unit 38 using the countermeasure numbers of the top N countermeasures registered in the countermeasure number list, and sends the mail including the standardized comments. Is transmitted to the mail address registered in the dissatisfaction and supporter list (step S81). If standardized comments are extracted in step S75, extraction in this step is omitted.

  By implementing such processing, not only dissatisfied contributors who have registered specific dissatisfaction but also comment contributors who have similar dissatisfaction, standardized comments on measures that are the feature of this embodiment To help you solve your problems or dissatisfaction.

  The mail transmitted in step S81 is, for example, a mail as shown in FIG. In the example of FIG. 15, the specific content of dissatisfaction or problem “It was reported that there was a failure and there was no countermeasure even though it was in the investigation stage” and countermeasure (1) “Broadcast failure information to related parties” (2) Information such as “Get failure information to be reported to executives” and the latest posting month and total number of posters for each countermeasure are included. As for the latest posting month, the posting month with the latest posting time may be adopted among the records obtained by searching the posting data storage unit 36 by the processing target posting number and the processing target countermeasure number. For the total number of contributors, the appearance frequency included in the record obtained by searching the countermeasure table storage unit 38 with the dissatisfied number to be processed and the countermeasure number to be processed may be adopted.

  A user who sees such an e-mail can perform an action for a problem or dissatisfaction by trying a countermeasure he can implement, and an early solution is expected.

  Returning to the description of the processing in FIG. 13, the output unit 39 performs a collaborator list message transmission process (step S <b> 57). This cooperator list message transmission process will be described with reference to FIGS.

  First, the output unit 39 identifies an unprocessed countermeasure number in the countermeasure number list generated in step S75 (step S91). Then, the output unit 39 specifies the poster ID and the posting date and time of the posting record including the specified countermeasure number and the dissatisfied dissatisfied number to be processed in the posting data storage unit 36 (step S93).

  Thereafter, the output unit 39 sorts the posting date and time in the newest order, and additionally registers P poster IDs of P people from the latest in the collaborator ID list (step S95). This step is a process of extracting users who are likely to request cooperation from users who have posted countermeasures notified to the users registered in the dissatisfaction and approver list. You may make it extract a collaborator.

  For example, among the contributors identified in step S93, the contributor may be limited to the contributor who has made the posting to be denied at the end even though the posting has been approved at first. Specifically, a plurality of post records including the dissatisfaction number to be processed and the countermeasure number specified in step S91 are registered for the same poster ID in the post data storage unit 36, and the last post record is In negative, the poster ID for which the previous posting record is in agreement is specified. In the example of FIG. 9, the contributor ID “10001234” posted a comment agreeing on February 4, 2008 for the dissatisfied number “000000789”. Posting comments to “deny”. For such a user, obviously, after recognizing the problem or dissatisfaction in the same way, a comment is posted so as to solve the problem or dissatisfaction by some method and “deny”. Therefore, it is expected that the problem or dissatisfaction resolution method is highly recognized, and further, since the dissatisfaction resolution is reported, it is also expected that the problem or dissatisfaction solution is cooperative. Therefore, it is effective to extract on this basis.

  Moreover, you may make it limit to the contributor who has contributed the posting denied multiple times among the contributors specified at step S93. Specifically, a plurality of post records including the dissatisfaction number of the dissatisfaction subject to processing and the countermeasure number specified in step S91 are registered for the same poster ID in the post data storage unit 36, and the post record is negative. The poster ID is identified. Further, in addition to the above conditions, it is also possible to limit the posting IDs so that postings that have never been approved, that is, posting records that have been approved are not extracted.

  Then, the output unit 39 determines whether all countermeasure numbers in the countermeasure number list have been processed (step S97). If there is an unprocessed countermeasure number, the process returns to step S91. On the other hand, when all the countermeasure numbers have been processed, the output unit 39 sends predetermined data registered in association with each collaborator ID registered in the collaborator ID list from the user data storage unit 35. Extract (step S99). For example, name and affiliation data are extracted.

  Thereafter, the output unit 39 generates a collaborator list message including the extracted data, and transmits it to the mail address registered in the dissatisfaction and supporter list (step S101).

  For example, a mail as shown in FIG. 17 is transmitted. In the example of FIG. 17, the specific content of the dissatisfaction or the problem includes a collaborator list including the affiliation, name, and latest countermeasure posting date, “the failure occurred and the investigation stage was told that there was no countermeasure” . Note that the affiliation and name are extracted from the user data storage unit 35, and the latest countermeasure post month is processed in the post data storage unit 36 with the dissatisfied dissatisfaction number and the collaborator ID (that is, the contributor ID). ) Is included in the posting time of the latest posting record that is “Negative”. The e-mail address is not included, but may be included. Further, if a telephone number or the like can be extracted from the user data storage unit 35, it may be extracted and notified.

  If such a mail is received, a specific story can be heard from the user who posted the countermeasure as a comment, so it is expected that the resolution of the problem or dissatisfaction will be promoted.

  Returning to the processing of FIG. 13, the output unit 39 performs a cooperation request message transmission process (step S59). This cooperation request message transmission process will be described with reference to FIGS.

  First, the output unit 39 specifies the mail address stored in the user data storage unit 35 in association with each collaborator ID registered in the collaborator ID list generated in the collaborator list message transmission process. (Step S111). It may be registered in the collaborator ID list or may be stored in a storage device such as a main memory. Then, the output unit 39 extracts the countermeasure number registered in the posted data storage unit 36 in association with the dissatisfied number and dissatisfaction number to be processed, and the extracted countermeasure number from the countermeasure table storage unit 38. Is extracted and stored in a storage device such as a main memory (step S113).

  Thereafter, the output unit 39 generates a cooperation request message including the dissatisfaction data to be processed and the corresponding “deny” standardized comment (or the comment itself), and transmits it to the corresponding email address identified in step S111 ( Step S115).

  In this way, the selected collaborator is notified in advance about the possibility of an inquiry.

  For example, a mail as shown in FIG. 19 is transmitted. In the example of FIG. 19, “detailed content of dissatisfaction or problem“ It was reported that there was a failure and there was no countermeasure even though it was in the investigation stage ”, and the countermeasure“ Broadcast failure information to related parties ” The request text to be requested includes "There may be an inquiry about your measures to solve the problem or dissatisfaction. Thank you for your cooperation."

  Returning to the process of FIG. 13, the output unit 39 performs an escalation message transmission process (step S61). This escalation message transmission process will be described with reference to FIGS.

  First, the output unit 39 identifies an unprocessed contributor ID registered in the dissatisfaction and approver list (step S121). Then, the output unit 39 specifies the ID of the superior of the poster from the user data storage unit 35 for the specified poster ID, and if the ID is not registered, the ID of the superior is sent to the transmission destination list. It is registered together with the address and the like (step S123). For example, in the user data storage unit 35, the user data storage unit 35 is searched with the specified poster ID, a department is extracted, and “department”, “branch office” and other predetermined organization levels included in the department are the same and For example, a user whose hierarchy is equal to or higher than “department manager” is extracted as “superior”. Alternatively, a department and an attribute may be extracted, and a user whose department and project are the same and whose hierarchy is “manager” or higher may be extracted as “superior”. This is extracted by setting the condition of “superior” based on the organizational structure.

  Thereafter, the output unit 39 determines whether all the contributor IDs have been processed in the dissatisfaction and supporter list (step S125). If there is an unprocessed poster, the process returns to step S121. On the other hand, when all the contributor IDs are processed, the process proceeds to the process of FIG.

  Shifting to the description of the processing in FIG. 21, the output unit 39 identifies one unprocessed superior ID in the transmission destination list (step S <b> 127), and the user under the superordinate from the user data storage unit 35. In the posting data storage unit 36, the number of voter IDs subordinate to the superior is counted by matching with the ID of the submitter who is posting about the dissatisfaction to be processed. The list is registered in association with the superior ID (step S129). Specifically, in the posting data storage unit 36, the poster ID included in the posting record in which the dissatisfied dissatisfaction number to be processed is compared with the ID of the identified subordinate user, Count the number of matching IDs.

  Then, the output unit 39 performs cause number list generation processing (step S131). The cause number list generation process will be described with reference to FIG.

  First, the output unit 39 identifies the dissatisfied number of dissatisfaction to be processed and the cause number registered for the identified contributor ID under the upper manager in the posted data storage unit 36, and registers it in the cause number list ( Step S141). Specifically, it is determined whether the contributor ID of the dissatisfaction number to be processed and the contributor ID of the post record in which the approval is registered match the contributor ID extracted in step S129. Identify the cause number of the record. If the cause number is duplicated, the cause number is not registered again.

  Then, the output unit 39 identifies an unprocessed cause number in the cause number list (step S143). Thereafter, the output unit 39 extracts a post record that includes the dissatisfied number of the dissatisfaction subject to be processed and the identified cause number in the post data storage unit 36, and the post record is subordinate to the identified upper manager. If it is a post record for a subordinate contributor including the ID of the contributor, the number of contributor IDs is counted, and the final count value for all extracted post records is set to the cause number specified in the cause number list. The data is stored in association with each other (step S145).

  Further, the output unit 39 calculates an approval ratio for dissatisfaction with the cause of the specified cause number by dividing the count value of step S145 by the number of IDs counted in step S129, and registers it in the cause number list, for example. (Step S147).

  Then, the output unit 39 determines whether all cause numbers have been processed in the cause number list (step S149). If there is an unprocessed cause number, the process returns to step S143. On the other hand, when all the cause numbers have been processed, the cause number list is sorted in descending order of approval ratio (step S151). Then, the process returns to the original process.

  Returning to the description of the processing in FIG. 21, the output unit 39 calculates the total number of contributor IDs in the cause number list and divides the total number of contributor IDs by the number of contributor IDs counted in step S129. Then, the overall approval rate is calculated and registered in the transmission destination list in association with the upper ID related to the process (step S133).

  Thereafter, the output unit 39 generates an escalation message using the data of the cause number list and transmits it to the mail address registered in the transmission destination list in association with the identified upper ID (step S135). .

  For example, an email as shown in FIG. 23 is transmitted. In the example of FIG. 23, “specific contents of dissatisfaction or problem“ I was told that there was a failure and there was no countermeasure even though it was in the investigation stage ”, and the cause“ I was beaten by the manager ”“ I was beaten by the customer ” The approval ratio for each cause (25% and 11%) and the overall approval ratio (68%) are shown.

  It is expected that superiors will check such emails, understand the importance of problems and dissatisfaction, and take necessary measures.

  Then, the output unit 39 determines whether all upper IDs have been processed in the transmission destination list (step S137). If an unprocessed upper ID exists, the process returns to step S127. At this time, the cause number list is initialized. On the other hand, if all upper IDs have been processed, the process returns to the original process.

  Returning to the description of the processing in FIG. 13, the output unit 39 determines whether unprocessed dissatisfaction remains in the dissatisfied data storage unit 33 (step S <b> 63). If unprocessed dissatisfaction remains, the process returns to step S51. At this time, the various lists used above are initialized. On the other hand, if all the dissatisfactions have been processed, the process ends.

  By performing the processing as described above, a message that is necessary for a problem or dissatisfaction is transmitted to a necessary user, and an activity that can quickly resolve the problem or dissatisfaction in the entire organization is promoted.

  In addition, although the process which the output part 39 transmits mail was demonstrated as an example, for example, a dissatisfied contributor operates the dissatisfied contributor terminal 5 to access the output part 39 of the organization monitor server 3, and further You may make it access the dissatisfied page which he posted from a menu etc. At that time, the output unit 39 executes, for example, steps S71 to S75 in FIG. 14 to generate Web page data including data similar to the mail transmitted in step S81, and transmits it to the dissatisfied poster terminal 5 You may make it do. Further, processing such as steps S91 to S99 in FIG. 16 is performed to generate Web page data including data similar to the mail transmitted in step S101, and transmit it to the dissatisfied poster terminal 5. Anyway.

  Similarly, the comment contributor operates the comment contributor terminal 7 to access the output unit 39 of the organization monitor server 3, and in addition to a comment of a specific approval for a specific dissatisfaction etc. posted by himself from the menu or the like You may make it access a page. At that time, the output unit 39 executes, for example, steps S71 to S75 in FIG. 14 to generate Web page data including data similar to the mail transmitted in step S81, and transmits it to the comment poster terminal 7 You may make it do. Further, processing such as steps S91 to S99 in FIG. 16 is performed to generate Web page data including data similar to the mail transmitted in step S101, and transmit it to the comment poster terminal 7 Anyway.

  Further, the web page data including the content data transmitted by e-mail may be provided on the page specific to the user such as My Page for the senior manager and the collaborator.

  Although the embodiment of the present technology has been described above, the present technology is not limited to this. For example, the configuration of the organization monitor server 3 shown in FIG. 2 is an example, and does not necessarily match the actual program module configuration. Similarly, the data structure is not limited to the illustrated one.

  As for the processing flow, as long as similar processing results are obtained, the order of the processing steps may be changed or the processing steps may be executed in parallel.

  Note that the organization monitor server 3, the dissatisfied poster terminal 5, the comment poster terminal 7, and the manager terminal 9 described above are computer devices, and as shown in FIG. 24, a memory 2501, a CPU 2503, a hard disk A display controller 2507 connected to a drive (HDD) 2505, a display device 2509, a drive device 2513 for a removable disk 2511, an input device 2515, and a communication controller 2517 for connecting to a network are connected via a bus 2519. Yes. An operating system (OS) and an application program for executing the processing in this embodiment are stored in the HDD 2505, and are read from the HDD 2505 to the memory 2501 when executed by the CPU 2503. If necessary, the CPU 2503 controls the display control unit 2507, the communication control unit 2517, and the drive device 2513 to perform necessary operations. Further, data in the middle of processing is stored in the memory 2501 and stored in the HDD 2505 if necessary. In an embodiment of the present technology, an application program for performing the above-described processing is stored in a computer-readable removable disk 2511 and distributed, and installed from the drive device 2513 to the HDD 2505. In some cases, the HDD 2505 may be installed via a network such as the Internet and the communication control unit 2517. Such a computer apparatus realizes various functions as described above by organically cooperating hardware such as the CPU 2503 and the memory 2501 described above, the OS, and necessary application programs.

  The above-described embodiment can be summarized as follows.

  This problem or dissatisfaction data processing method is a problem or dissatisfaction data processing method executed by a computer that can communicate with a first user terminal and a second user terminal via a network. And this problem or dissatisfaction data processing method receives the 1st text data showing a problem or dissatisfaction from a 1st user's terminal, and respond | corresponds to the identifier of a 1st user, and the identifier of the said 1st text data. In addition, when the dissatisfied data registration step for storing in the dissatisfied data storage unit and the data and comments indicating approval or disapproval for the first text data stored in the dissatisfied data storage unit are received from the terminal of the second user, the comment A case in which a predetermined word centered on a verb is extracted by morphological analysis to generate a standardized comment, and the standardized comment generated and the identifier of the first text data indicate negative or positive data Includes a post processing step to be registered in the countermeasure data storage unit, and a dissatisfied data addressed to the first user terminal or to the mail address of the first user. An output step of reading out, outputting or transmitting a standardized comment registered in the countermeasure data storage unit in association with the identifier of the first text data stored in the data storage unit in association with the identifier of the first user Including.

  The inventor of the present application has a non-obvious finding that comments that deny the problem or dissatisfaction posted for the problem or dissatisfaction often include matters that serve as countermeasures against the problem or dissatisfaction. Obtained. For this reason, if the process described above is performed, it will be possible to provide reference data for users who have posted problems and dissatisfaction, and to help them solve problems and dissatisfaction. become. In addition, it is not necessary to manually extract a comment from a user who denies a problem or dissatisfaction like a bulletin board.

  In the posting process described above, the identifier of the second user, the identifier of the first text data, the data indicating the approval and disapproval, and the identifier of the standardized comment are stored in the posting data storage unit. Also good. At that time, in the output step described above, in the posted data storage unit, data indicating approval in association with the identifier of the second user and the identifier of the specific text data is registered as data indicating approval or disapproval. Reads out, outputs or transmits a standardized comment registered in the countermeasure data storage unit in association with the identifier of the specific text data, addressed to the second user's terminal or addressed to the second user's mail address You may do it.

  A user who agrees with a certain problem or dissatisfaction has the same problem or dissatisfaction as the user who posted the problem or dissatisfaction, and therefore provides a countermeasure to help solve the problem or dissatisfaction.

  Furthermore, in this problem or dissatisfaction data processing method, a user data storage unit in which a user identifier, a mail address, and user attribute data are registered may be further used. At that time, in the output step described above, the identifier of the standardized comment and the identifier of the first text data read out are associated with the identifier of the second user registered in the posted data storage unit. Thus, at least a part of the user attribute data stored in the user data storage unit may be read and output or transmitted to the first user terminal or to the first user's mail address.

  As described above, the data (for example, contact information) of the user who posted the comment including the countermeasure is presented to the user having a problem or dissatisfaction, so that it is easy to request cooperation in solving the problem or dissatisfaction.

  Furthermore, the appearance frequency may be registered in the countermeasure data storage unit in association with the identifier of each standardized comment. In that case, in the post processing step described above, if a standardized comment that is regarded as the same is already registered, the appearance frequency of the standardized comment that is regarded as the same is increased without newly registering. May be. In the output step described above, the standardized comments stored in the countermeasure data storage unit in association with the identifier of the second text data that satisfies the first condition and that is stored in the dissatisfied data storage unit Alternatively, the user identifier may be extracted based on the appearance frequency, and the identifier of the user stored in the dissatisfied data storage unit in association with the identifier of the second text data may be specified.

  In this way, more effective countermeasures can be presented by narrowing down standardized comments corresponding to countermeasures based on the appearance frequency. Also, other conditions may be set using the appearance frequency. For example, not only selecting the top N appearance frequencies but also limiting to those exceeding a predetermined threshold, or limiting to countermeasures with an appearance frequency higher than the number of posts that agree. Also good.

  Note that if there are a large number of problems or dissatisfactions with respect to the first condition described above, for example, the processing target is limited to problems or dissatisfaction with a high approval rate or approval number, or approval within the most recent unit time. The rate or the number of approvals (or the number of approvals minus the number of approvals) may be a condition such that the approval rate or the number of approvals in the previous unit time is rapidly increased to satisfy a predetermined standard.

  In the posting processing step described above, the identifier of the second user, the identifier of the first text data, the data indicating approval / disapproval, and the identifier of the standardized comment are stored in the posting data storage unit, and the first text Data indicating approval in association with the data identifier and the number of first records registered as data indicating approval and disapproval, and data indicating rejection as data indicating approval and disapproval The number of registered second records may be counted. At this time, the output step may be executed when the number of second records or the ratio of the number of second records to the number of first and second records exceeds a reference. It deals with more important problems or complaints.

  Further, in the output step described above, on the condition that the data indicating approval is registered as the data indicating approval or disapproval in association with the identifier of the second user and the identifier of the specific text data in the posting data storage unit. In addition, when the condition based on the registration history of the second user registered in the posted data storage unit in association with the identifier of the specific text data is satisfied, the second user's terminal address or the second user You may make it output or transmit to e-mail address. The condition based on the registration history is, for example, a condition that posting is made in agreement with a plurality of times (that is, a problem or dissatisfaction has not been solved).

  Further, in the output step described above, the identifier of the user registered in the posted data storage unit in association with the identifier of the read standardized comment is extracted, and further, the extracted identifier of the user and It is determined whether the second condition based on the extracted user registration history stored in the posted data storage unit in association with the identifier of the first text data is satisfied, and the identifier of the user who satisfies the second condition You may make it search a user data storage part.

  The second condition described above is a condition for narrowing down the users who posted comments including countermeasures, such as recently posted users, users who posted comments that they deny after agreeing, and comments that are denied multiple times Based on the registration history (also referred to as posting history) in the posting data storage section, such as users who have consistently denied (users who have consistently denied or originally solved the problem or dissatisfaction) Is to do.

  In this problem or dissatisfaction data processing method, a user data storage unit in which a user identifier, a mail address, and a user organization hierarchy data are registered may be further used. In that case, in the posting processing step described above, the identifier of the second user, the identifier of the text data, the data indicating approval / disapproval, and the identifier of the standardized comment are stored in the post data storage unit, and the standardized comment and the first The text data identifier may be registered in the cause data storage unit when the data indicating approval or disapproval indicates approval. Furthermore, in the output step described above, the second standard stored in the cause data storage unit in association with the identifier of the third text data stored in the dissatisfied data storage unit and satisfying the third condition From the user data storage unit using the user identifier stored in the dissatisfied data storage unit in association with the identifier of the third text data and the organizational hierarchy data stored in the user data storage unit. The user's superior identifier or email address may be extracted, and data including at least a part of the extracted standardized comment may be output or transmitted to the user's superior terminal or email address. .

  By doing so, it becomes possible to provide data related to the dissatisfaction or problem to the manager of the user or the like who has a problem or dissatisfaction, thereby prompting attention and countermeasures. In order to give priority to a serious problem, for example, the processing target may be limited to a problem or dissatisfaction in which the approval rate or the number of approvals exceeds a threshold value or the approval rate or the number of approvals increases rapidly.

  It is possible to create a program for causing a computer to carry out the processes described above, and the program can be read by a computer such as a flexible disk, a CD-ROM, a magneto-optical disk, a semiconductor memory, and a hard disk. Stored in a storage medium or storage device. Note that data being processed is temporarily stored in a storage device such as a computer memory.

  The following supplementary notes are further disclosed with respect to the embodiments including the above examples.

(Appendix 1)
A problem or dissatisfaction data processing apparatus capable of communicating with a first user terminal and a second user terminal via a network,
First text data representing a problem or dissatisfaction is received from the terminal of the first user, and stored in the dissatisfied data storage unit in association with the identifier of the first user and the identifier of the first text data. Dissatisfaction data registration means,
When receiving data and comments representing approval or disapproval for the first text data stored in the dissatisfaction data storage unit from the second user terminal, a predetermined word centered on a verb is obtained from the comment by morphological analysis. Extracting and generating a standardized comment, and a post processing means for registering the standardized comment and the identifier of the first text data in the countermeasure data storage unit when the data indicating approval or disapproval represents negative,
The identifier of the first text data stored in the dissatisfied data storage unit in association with the identifier of the first user, addressed to the first user terminal or to the mail address of the first user. Output means for reading out, outputting or transmitting the standardized comments registered in the countermeasure data storage unit in association with each other;
Problem or dissatisfaction data processing device.

(Appendix 2)
The post processing means
Storing the identifier of the second user, the identifier of the first text data, the data indicating the approval and disapproval, and the identifier of the standardized comment in the posted data storage unit;
The number of first records in which data indicating approval stored in the posted data storage unit in association with the identifier of the first text data is registered as data indicating approval and disapproval, and data indicating negative Counting the number of second records registered as data indicating the pros and cons,
The problem according to appendix 1, wherein the output means performs processing when the number of the second records or the ratio of the number of the second records to the number of the first and second records exceeds a reference Dissatisfied data processing device.

(Appendix 3)
The post processing means
Storing the identifier of the second user, the identifier of the text data, the data indicating the approval and disapproval, and the identifier of the standardized comment in the posted data storage unit;
The output means is
When data indicating approval is registered as data indicating approval or disapproval in association with the identifier of the second user and the identifier of specific text data in the posted data storage unit, the terminal of the second user Read or output or transmit the standardized comment registered in the countermeasure data storage unit in association with the identifier of the specific text data, or addressed to the second user's mail address. Problem or dissatisfaction data processing device described.

(Appendix 4)
A user data storage unit in which a user identifier, an email address, and user attribute data are registered;
The output unit is
In the user data storage unit in association with the identifier of the second user registered in the posted data storage unit in association with the identifier of the standardized comment and the identifier of the first text data read out. The problem or dissatisfaction data processing apparatus according to appendix 3, wherein at least a part of the stored attribute data of the user is read and output or transmitted to the first user terminal or to the mail address of the first user.

(Appendix 5)
In the countermeasure data storage unit, the appearance frequency is registered in association with the identifier of each standardized comment,
The post processing means includes:
If a standardized comment that is considered to be the same is already registered, the frequency of appearance of the standardized comment that is considered the same is increased without newly registering,
The output means includes
The standardized comment stored in the countermeasure data storage unit in association with the identifier of the second text data that satisfies the first condition and is stored in the dissatisfied data storage unit is based on the appearance frequency. Extract
The problem or dissatisfaction data processing device according to any one of appendices 1 to 4, wherein the dissatisfaction data storage unit specifies the identifier of the user stored in association with the identifier of the second text data.

(Appendix 6)
The output means is
In addition to the condition that data indicating approval is registered as data indicating approval or disapproval in association with the identifier of the second user and the identifier of the specific text data in the posting data storage unit, the posting data storage unit If the condition based on the registration history of the second user registered in association with the identifier of the specific text data is satisfied, the second user's terminal address or the second user's mail The problem or dissatisfaction data processing device according to appendix 3, which outputs or transmits to an address.

(Appendix 7)
The output means is
The identifier of the user registered in the posted data storage unit in association with the read identifier of the standardized comment is extracted, and further extracted for each identifier of the read standardized comment Determining whether or not a second condition is satisfied based on the extracted user registration history stored in the posted data storage unit in association with the identifier of the user and the identifier of the first text data; The problem or dissatisfaction data processing device according to appendix 4, wherein the user data storage unit is searched by an identifier of a user who satisfies the above condition.

(Appendix 8)
A user data storage unit in which user identifiers, e-mail addresses, and user organizational hierarchy data are registered;
The post processing means
Storing the identifier of the second user, the identifier of the first text data, the data indicating the approval and disapproval, and the identifier of the standardized comment in the posted data storage unit;
If the data indicating the approval or disapproval of the standardized comment and the identifier of the first text data is registered in the cause data storage unit,
The output means is
Extracting the second standardized comment stored in the cause data storage unit in association with the identifier of the third text data stored in the dissatisfied data storage unit and satisfying a third condition;
From the user data storage unit using the user identifier stored in association with the identifier of the third text data in the dissatisfied data storage unit and the organizational hierarchy data stored in the user data storage unit The user's superior identifier or e-mail address is extracted, and data including at least a part of the extracted standardized comment is output or transmitted to the user's superior terminal or e-mail address. Problem or dissatisfaction data processing device.

(Appendix 9)
A problem or dissatisfaction data processing method executed by a computer capable of communicating via a network with a first user terminal and a second user terminal,
First text data representing a problem or dissatisfaction is received from the terminal of the first user, and stored in the dissatisfied data storage unit in association with the identifier of the first user and the identifier of the first text data. Steps,
When receiving data and comments representing approval or disapproval for the first text data stored in the dissatisfaction data storage unit from the second user terminal, a predetermined word centered on a verb is obtained from the comment by morphological analysis. Extracting and generating standardized comments;
Registering the generated standardized comment and the identifier of the first text data in the countermeasure data storage unit when the data indicating approval or disapproval indicates negative;
The identifier of the first text data stored in the dissatisfied data storage unit in association with the identifier of the first user, addressed to the first user terminal or to the mail address of the first user. Reading out, outputting or transmitting the standardized comment associated with and registered in the countermeasure data storage unit; and
A problem or dissatisfaction data processing method executed on a computer.

(Appendix 10)
A program for causing a computer capable of communicating via a network to a terminal of a first user and a terminal of a second user,
First text data representing a problem or dissatisfaction is received from the terminal of the first user, and stored in the dissatisfied data storage unit in association with the identifier of the first user and the identifier of the first text data. Steps,
When receiving data and comments representing approval or disapproval for the first text data stored in the dissatisfaction data storage unit from the second user terminal, a predetermined word centered on a verb is obtained from the comment by morphological analysis. Extracting and generating standardized comments;
Registering the generated standardized comment and the identifier of the first text data in the countermeasure data storage unit when the data indicating approval or disapproval indicates negative;
The identifier of the first text data stored in the dissatisfied data storage unit in association with the identifier of the first user, addressed to the first user terminal or to the mail address of the first user. Reading out, outputting or transmitting the standardized comment associated with and registered in the countermeasure data storage unit; and
A program that causes a computer to execute.

3 Organization Monitor Server 31 Dissatisfied Data Registration Unit 32 Anonymization Conversion Table Storage Unit 33 Dissatisfied Data Storage Unit 34 Comment Posting Processing Unit 35 User Data Storage Unit 36 Posting Data Storage Unit 37 Cause Table Storage Unit 38 Countermeasure Table Storage Unit 39 Output Unit

Claims (10)

A problem or dissatisfaction data processing apparatus capable of communicating with a first user terminal and a second user terminal via a network,
First text data representing a problem or dissatisfaction is received from the terminal of the first user, and stored in the dissatisfied data storage unit in association with the identifier of the first user and the identifier of the first text data. Dissatisfaction data registration means,
When receiving data and comments representing approval or disapproval for the first text data stored in the dissatisfaction data storage unit from the second user terminal, a predetermined word centered on a verb is obtained from the comment by morphological analysis. Extracting and generating a standardized comment, and a post processing means for registering the standardized comment and the identifier of the first text data in the countermeasure data storage unit when the data indicating approval or disapproval represents negative,
The identifier of the first text data stored in the dissatisfied data storage unit in association with the identifier of the first user, addressed to the first user terminal or to the mail address of the first user. Output means for reading out, outputting or transmitting the standardized comments registered in the countermeasure data storage unit in association with each other;
Problem or dissatisfaction data processing device. The post processing means
Storing the identifier of the second user, the identifier of the first text data, the data indicating the approval and disapproval, and the identifier of the standardized comment in the posted data storage unit;
The number of first records in which data indicating approval stored in the posted data storage unit in association with the identifier of the first text data is registered as data indicating approval and disapproval, and data indicating negative Counting the number of second records registered as data indicating the pros and cons,
The problem according to claim 1, wherein the output means performs processing when the number of the second records or the ratio of the number of the second records to the number of the first and second records exceeds a reference. Or dissatisfied data processing device. The post processing means
Storing the identifier of the second user, the identifier of the text data, the data indicating the approval and disapproval, and the identifier of the standardized comment in the posted data storage unit;
The output means is
When data indicating approval is registered as data indicating approval or disapproval in association with the identifier of the second user and the identifier of specific text data in the posted data storage unit, the terminal of the second user The standardized comment registered in the countermeasure data storage unit in association with the identifier of the specific text data is read out and output or transmitted to the address of the second user or the mail address of the second user. 2. Problem or dissatisfaction data processing device according to 2. A user data storage unit in which a user identifier, an email address, and user attribute data are registered;
The output unit is
In the user data storage unit in association with the identifier of the second user registered in the posted data storage unit in association with the identifier of the standardized comment and the identifier of the first text data read out. The problem or dissatisfaction data processing apparatus according to claim 3, wherein at least a part of the stored attribute data of the user is read, and is output or transmitted to the first user terminal or to the mail address of the first user. In the countermeasure data storage unit, the appearance frequency is registered in association with the identifier of each standardized comment,
The post processing means includes:
If a standardized comment that is considered to be the same is already registered, the frequency of appearance of the standardized comment that is considered the same is increased without newly registering,
The output means includes
The standardized comment stored in the countermeasure data storage unit in association with the identifier of the second text data that satisfies the first condition and is stored in the dissatisfied data storage unit is based on the appearance frequency. Extract
The problem or dissatisfaction data processing device according to claim 1, wherein the dissatisfaction data storage unit specifies the identifier of the user stored in association with the identifier of the second text data. The output means is
In addition to the condition that data indicating approval is registered as data indicating approval or disapproval in association with the identifier of the second user and the identifier of the specific text data in the posting data storage unit, the posting data storage unit If the condition based on the registration history of the second user registered in association with the identifier of the specific text data is satisfied, the second user's terminal address or the second user's mail The problem or dissatisfaction data processing apparatus according to claim 3, wherein the problem or dissatisfaction data is output or transmitted to an address. The output means is
The identifier of the user registered in the posted data storage unit in association with the read identifier of the standardized comment is extracted, and further extracted for each identifier of the read standardized comment Determining whether or not a second condition is satisfied based on the extracted user registration history stored in the posted data storage unit in association with the identifier of the user and the identifier of the first text data; The problem or dissatisfaction data processing apparatus according to claim 4, wherein the user data storage unit is searched by an identifier of a user who satisfies the condition of the above. A user data storage unit in which user identifiers, e-mail addresses, and user organizational hierarchy data are registered;
The post processing means
Storing the identifier of the second user, the identifier of the first text data, the data indicating the approval and disapproval, and the identifier of the standardized comment in the posted data storage unit;
If the data indicating the approval or disapproval of the standardized comment and the identifier of the first text data is registered in the cause data storage unit,
The output means is
Extracting the second standardized comment stored in the cause data storage unit in association with the identifier of the third text data stored in the dissatisfied data storage unit and satisfying a third condition;
From the user data storage unit using the user identifier stored in association with the identifier of the third text data in the dissatisfied data storage unit and the organizational hierarchy data stored in the user data storage unit 2. The superior identifier or email address of the user is extracted, and data including at least a part of the extracted standardized comment is output or transmitted to the superior terminal or email address of the user. Problem or dissatisfaction data processing device described. A problem or dissatisfaction data processing method executed by a computer capable of communicating via a network with a first user terminal and a second user terminal,
First text data representing a problem or dissatisfaction is received from the terminal of the first user, and stored in the dissatisfied data storage unit in association with the identifier of the first user and the identifier of the first text data. Steps,
When receiving data and comments representing approval or disapproval for the first text data stored in the dissatisfaction data storage unit from the second user terminal, a predetermined word centered on a verb is obtained from the comment by morphological analysis. Extracting and generating standardized comments;
Registering the generated standardized comment and the identifier of the first text data in the countermeasure data storage unit when the data indicating approval or disapproval indicates negative;
The identifier of the first text data stored in the dissatisfied data storage unit in association with the identifier of the first user, addressed to the first user terminal or to the mail address of the first user. Reading out, outputting or transmitting the standardized comment associated with and registered in the countermeasure data storage unit; and
A problem or dissatisfaction data processing method executed on a computer. A program for causing a computer capable of communicating via a network to a terminal of a first user and a terminal of a second user,
First text data representing a problem or dissatisfaction is received from the terminal of the first user, and stored in the dissatisfied data storage unit in association with the identifier of the first user and the identifier of the first text data. Steps,
When receiving data and comments representing approval or disapproval for the first text data stored in the dissatisfaction data storage unit from the second user terminal, a predetermined word centered on a verb is obtained from the comment by morphological analysis. Extracting and generating standardized comments;
Registering the generated standardized comment and the identifier of the first text data in the countermeasure data storage unit when the data indicating approval or disapproval indicates negative;
The identifier of the first text data stored in the dissatisfied data storage unit in association with the identifier of the first user, addressed to the first user terminal or to the mail address of the first user. Reading out, outputting or transmitting the standardized comment associated with and registered in the countermeasure data storage unit; and
A program that causes a computer to execute.

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