JP6149458B2 - User support control program, user support control device, user support system, and user support method - Google Patents

Description

  The present invention relates to a user support control program, a user support control device, a user support system, and a user support method.

  User support is to notify information to be notified to the user in an appropriate manner at an appropriate timing according to the user's situation, or to automatically execute processing to be performed by the user based on the information. It is possible to improve user convenience by providing user support.

  For example, when software update information is generated, it is necessary to notify the user of the update information and cause the user to execute an update process. However, if the timing and method of notification to the user is inadequate according to the importance of the update information, the user is uncomfortable and disadvantageous rather than supporting the user.

  Alternatively, when information such as a participant's remarks is updated on the SNS in which the user is participating, notifying the user of the updated information and guiding the user to the desired SNS remarks is one of the user support. One. However, if the timing and method of notification to the user are inappropriate, the user is similarly disadvantaged rather than supported.

  Another example of user assistance is the Office 2003 help function. In the help function, an agent in the form of a dolphin is displayed based on the user's operation, and prompts the user to use the help function. However, if the user does not want the help function, the character input operation by the user is interrupted by such an agent display, which is disadvantageous to the user.

  User support for improving user convenience is described in, for example, the following patent documents.

Japanese Patent Laid-Open No. 9-34577 JP 2005-315802 A

  Conventional user support examples are performed uniformly for all users regardless of the user's situation and preferences, and regardless of the importance of information to be provided. Therefore, the user is disadvantaged rather than properly supporting the user in a part of the user support processing to be executed.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a user support control program, a user support control device, a user support system, and a user support method that can provide user support with less disadvantage to the user.

A first aspect of the user assistance control program is a user assistance control program that causes a computer to execute user assistance control processing for controlling user assistance processing,
The user support control process includes:
From a user support output terminal that outputs a user support process related to information notification to the user, obtain a user support process that can be executed and a risk level of the user support process that indicates a user's disadvantage for each user support process A user support process acquisition process;
A user notification information acquisition step for acquiring user notification information to be notified to the user;
Comparing the risk level of the user support process with the importance level of the user notification information, and executing the user support process having the user support process risk level equal to or lower than the importance level of the user notification information. And a user support process execution requesting process requested to the output terminal.

  According to the first aspect, it is possible to provide user support that is less detrimental to the user.

It is a block diagram of the user assistance system in this Embodiment. It is a figure which shows an example of a user assistance process. It is a figure which shows an example of a user assistance process. It is a figure which shows the function of the output control program in the user assistance output terminal. It is a figure which shows the function of the user assistance control program in the user assistance control apparatus. It is a figure which shows the 1st example of the user assistance process by the user assistance system in this Embodiment. It is a flowchart figure of the user assistance control program in a user assistance control apparatus. It is a flowchart figure of the user assistance process execution means 143 of the output control program 340 in a user assistance output terminal. It is a figure which shows the 1st example from which the importance level of user notification information changes. It is a figure which shows the 2nd example from which the importance level of user notification information changes. It is a figure which shows the 1st example from which the risk level of a user assistance process changes. It is a figure which shows the 2nd example from which the risk level of a user assistance process changes. It is a figure which shows the example from which the importance level of user notification information and the risk level of a user assistance process each change.

  FIG. 1 is a configuration diagram of a user support system in the present embodiment. The user support system has a configuration in which the user support output terminal 10 and the user support control device 30 are connected via the network 20, and user notification information, which is information to be notified to the user, is transmitted to the user at an optimal timing and method. Perform user support processing to notify.

  The user support output terminal 10 is a device that the user carries or directly operates, and is a device that outputs user support processing to the user. The user support output terminal 10 is, for example, a smart phone, a pad terminal, a personal computer, or the like. The user support output terminal 10 includes a CPU 11 that is a processor for executing a program, a memory 12, an input / output device 13 that performs operation input, display output, and audio output, and outputs of user support processing such as image output and audio output. It has a storage medium 14 that stores an output control program to be controlled, and an interface 15 such as a communication device.

  The user support control device 30 receives the generation of the user notification information from the external information notification device 40, and controls the user support output terminal 10 to perform the user support processing in an optimal method at the optimal timing for the user. The user support control device 30 includes a CPU 31 that is a processor for executing a program, a memory 32, an input / output device 33 that performs operation input and display output, a storage medium 34 that stores a user support control program, and a communication device. And an interface 35. The user support control device 30 is a computer having a high processing capability such as a server.

  A schematic operation of the user support system shown in FIG. 1 will be described. First, the user support control device 30 acquires user notification information from the external information notification device 40 or generation of the information via the communication line 20. The external information notification device 40 is a server of a site that issues information to be notified to the user. Then, the user support control device 30 selects an optimal user support process based on the importance level of the user notification information and the risk level of the user support process that the user support output terminal 10 can execute for the user. The user support output terminal 10 is caused to execute the selected user support process.

  Here, the user notification information includes, for example, software update notification information, information that the user is interested in (news, notification information from SNS, and the like).

  Further, the importance of the user notification information includes an importance corresponding to user notification information set in advance by the user, an importance set generally for the update notification information, and the like. This importance is determined from the following viewpoints or indicators. That is, (1) the user notification information may be disadvantaged by not providing support to the user, such as the security risk of the user or the terminal, for example, update notification information that improves the security of the application. Security requirements included, (2) importance based on whether or not the user desires, for example, urgency such as urgent information, and (3) importance based on user interest.

  For example, in the case of update notification information, the importance level is set high when it is related to security such as an update for repairing a security hole, and the importance level is set low when it is not related to security. In addition, the importance of user notification information may gradually increase as time elapses from the generation of information. For example, in the case of the user notification information related to the security, the urgency of the information increases and the importance increases as the notification is delayed.

  The user support process is a process performed for the user, such as notifying the user of user notification information or executing a process related thereto. As described later, the user support processing includes non-highlighted notification, voice notification, highlighted notification, e-mail notification, and detailed display notification. In addition, the user support processing includes automatic execution for automatically executing an update in the case of an update notification or the like.

  The risk of the user support process is a disadvantage that the user may receive such as giving the user discomfort or inconvenience when the user support process is executed, and the risk level varies depending on the user support process. The risk of this user support process depends on, for example, the user's personal preference. As a rule, the user sets the risk level in advance. The risk of user support processing also varies depending on the situation where the user is placed. For example, if the user is in a meeting, the risk level by notification by display is not so high, but the risk level by notification by voice is high. Furthermore, the risk of the user support process varies depending on the relationship with the user support process already executed. For example, the user feels a lot of discomfort if the notification by voice or the highlight is suddenly performed, but the discomfort felt by the user is not so great after the notification by the non-highlight is already performed. .

  2 and 3 are diagrams illustrating an example of user support processing. FIG. 2 shows an example of notification SP1 by non-highlighting display and notification SP3 by highlighting display. The non-highlight display notification SP1 is a notification method for displaying an icon image SP1 indicating that the user notification information is generated in a small position at an inconspicuous position on the display screen of the user support output terminal 10. Such a non-highlight display notification SP1 generally causes little discomfort or disadvantage to the user, so the risk is set low.

  The highlight display notification SP3 is a notification method in which an icon of a specific shape is added to an icon of an application related to user notification information or a red frame is added to the icon and displayed. Since the user notification information is update notification information of the application, notification information of SNS, etc., the user obtains the notification information by accessing the application by highlighting the corresponding application icon. be able to. Such highlight notification SP3 generally does not give the user much discomfort or disadvantage, and therefore its risk is set to be relatively low.

  FIG. 3 shows examples of notification SP5 by mail and notification SP7 by detailed display. The e-mail notification SP5 is also highlighted by a mailer icon and is also notified by a voice notifying that the e-mail has been received. Since the mail related to the user notification information that the user is not interested in is a kind of spam mail, the user may feel uncomfortable, and the risk is set relatively high. In addition, when the user is in a meeting or the like, since the notification is accompanied by voice, the risk varies greatly.

  The detailed display notification SP7 opens the blanza without any user operation, and is displayed in a large window on the display screen of the user support output terminal 10. In the case of update notification information, the URL of the site that executes the update is displayed in the window. Is displayed. Such a detailed display notification SP7 has a large window suddenly displayed on the display screen, so there is a high possibility that the user will experience a great discomfort or a disadvantage when operating, so the risk is set high. The However, even in the case of the detailed display notification SP7, if the user support processing of the non-highlight display notification SP1 has already been executed, the discomfort given to the user is relatively smaller than that displayed suddenly, and there is a risk. It may decrease.

  In addition to the examples shown in FIGS. 2 and 3, examples of user support processing include, for example, voice notification and automatic execution processing corresponding to user notification information. Voice notifications are relatively less risky when the user is in a private location because they do not cause much discomfort or disadvantage to the user, but when the user is in a public location such as a meeting, The risk of discomfort and disadvantage is high, and the risk is relatively high.

  In addition, the automatic execution process is, for example, an automatic update process for update notification information, an update that is not necessarily desired by the user, or a user that is automatically updated during operation and restarted. The risk is set very high because it causes great discomfort and disadvantage.

The risks of the six types of user support processing described above are as follows, for example, arranged in descending order. Since this risk level changes according to the user's preference and situation, it is not an absolutely determined level, but it is as follows from an average viewpoint, for example.
Automatic execution SP10
Detailed display notification SP7
Email notification SP5
Highlight notification SP3
Voice notification SP2
Non-highlight notification SP1
Here, it is assumed that the number next to the sign SP of each user support process indicates one of the risk levels 0-10.

  Next, functions of the output control program in the user support output terminal 10 and the user support control program in the user support control device 30 constituting the user support system in the present embodiment will be described.

  FIG. 4 is a diagram showing functions of the output control program in the user support output terminal 10. The output control program 140 includes a sound output control unit 141 that performs control to output sound from a speaker, an image output control unit 142 that performs control to output an image on a display screen, and a user support process execution unit 143 that performs user support processing. And have. Further, the output control program 140 stores a plurality of user support processes and a list of risk levels for the user support processes as a list of user support processes in the storage medium 144. Examples of the plurality of user support processes are the above six notification processes. The risk level for a plurality of user support processes is set to a default level, for example, and the setting is changed in advance by the user as necessary.

  FIG. 5 is a diagram showing the functions of the user support control program in the user support control device 30. The user support control program 340 includes means 341 for managing risks to user support processing and importance management means 342 for managing the importance of user notification information.

  The risk management means 341 acquires the user support processing executed by the terminal and the risk level from the user support output terminal 10, and periodically determines the risk level of the user support processing having a risk level that changes according to the user's situation. Calculate and change to User support processing and risk level data are stored in the storage medium 346.

  The importance level management unit 342 calculates the importance level of the user notification information received from the external information notification device 40 based on a criterion determined in advance by the user or a criterion determined by default, and together with the user notification information. The importance level is stored in the storage medium 346. Also, the importance level management unit 342 periodically recalculates and changes the user notification information that changes with the passage of time, and stores it in the storage medium 346.

  The importance level and the risk level are defined as levels on a common scale. This makes it possible to compare the importance level and the risk level when determining executable user support processing.

  The user support control program 340 further includes user support execution determination means 343 that determines an executable user support process based on the importance level of the user notification information and the risk level of the user support process. For example, if the risk level of the user support process is equal to or lower than the importance level of the user notification information, the user support execution determination unit 343 determines that the user support process can be executed. Accordingly, there may be one or more user support processes that can be executed.

  The user support control program 340 further includes a user support execution confirmation unit 343 for confirming whether or not the user support process determined to be executable by the user support execution determination unit 343 can be executed at that time by the user support output terminal 10. Have. The confirmation unit 343 can confirm whether or not the user support process can be executed by making an inquiry to the user support output terminal 10. For example, when the status of the user support output terminal 10 is the manner mode, since the voice output is prohibited, the voice notification is excluded from the executable user support processing.

  The user support control program 340 then determines an optimum user support process based on a predetermined criterion from the user support process determined to be executable by the user support execution determination unit 343 and confirmed to be executable by the user support execution confirmation unit 344. User support processing control means 345 for selecting and causing the user support output terminal 10 to output and execute an execution command is provided.

  For the processing of the user support control program, the storage medium 346 further stores user status information, terminal status information of the user support output terminal, and the like. User status information such as during a meeting can be obtained from a user monitoring system (not shown). The user monitoring system is a system that can grasp a user's situation by various sensors. Alternatively, the user situation can also be acquired from the schedule table in the user support output terminal 10, and the user support control device 30 can acquire it. Further, terminal status information such as the manner mode can be acquired from the user support output terminal 10.

  FIG. 6 is a diagram illustrating a first example of user support processing by the user support system according to the present embodiment. In FIG. 6, the horizontal axis represents time, and the vertical axis represents the user support risk level and the importance level 0-11 of the user notification information. In this example, the six types of user support processes SP1 to SP10 described above are set to risk levels 1, 2, 3, 5, 7, and 10 at time 0, and the risk level does not change even if time elapses. Also, FIG. 6 shows the importance levels IM6, IM9, and IM11 of the three types of user notification information, and these are the importance levels 6, 9, and 11, respectively.

  In such a case, when the user support control device 30 acquires, for example, the user notification information IM6 having the importance level 6 by the user support control program 340 of the user support control device 30 of the user support system, the importance level 6 or less. It is determined that the user support process having the risk level is an executable user support process. In the example of FIG. 6, the user support processes that can be executed are the non-highlight display notification SP1, the voice notification SP2, the highlight display notification SP3, and the mail notification SP5. By the user support control program 340, the user support control device 30 confirms the user support process that the user support output terminal 10 can currently execute among the four types of user support processes, and the user risk is the highest among the confirmed processes. A high user support process is selected and the user support output terminal 10 is requested to execute. According to this criterion, mail notification SP5 is selected.

  As a method of selecting the user support process, in addition to selecting the user support process having the highest risk level, the user support process that has been most frequently used by the user before may be selected.

  When the user notification information IM9 of importance level 9 is acquired by the same method, the detailed display notification SP7 having the highest risk level is selected from the user support processes of importance level below the risk level 9 of user support processing. Then, execution is requested to the user support output terminal 10. When user notification information of importance level 11 is acquired, automatic execution SP10 is selected, and execution is requested to user support output terminal 10. The user notification information IM11 with the importance level 11 is, for example, an update notification for repairing a security hole having a very high risk, and in this case, the importance level is higher than any user processing risk level, so High risk level automatic execution is selected.

  FIG. 7 is a flowchart of a user support control program in the user support control apparatus. When the processor 31 of the user support control device executes the user support control program 340, the following processing is performed. When the user support output terminal 10 is connected via the network 20, the risk management means 341 receives a list of user support processes from the user support output terminal 10 together with the risk level and stores it in the storage medium 346 (S11). . Then, the risk management means 341 periodically monitors the change in the risk level of the user support process that changes due to the user's situation or the like (S12). In the example of FIG. 6, the risk level of the user support process is not changed, but is changed in the example described later.

  On the other hand, the importance level management means 342 acquires user notification information from the external information notification device 40, and determines the importance level of the acquired user notification information (S13). The importance level of the user notification information is calculated based on a criterion determined in advance by the user or a criterion determined by default. Then, the importance level management unit 342 stores the importance level together with the user notification information in the storage medium 346. Some user notification information has an importance level that increases with time. If such user notification information is acquired, the importance level management unit 342 periodically calculates the importance level and updates the importance level in the storage medium 346.

  Next, the user support execution determination unit 343 determines a user support process that can be executed for each user notification information based on the user support processing list, its risk level, user notification information, and its importance level (S14). In this determination method, as described above, the importance level and the risk level are compared, and a user support process having a risk level equal to or lower than the importance level of the user notification information at the time of determination is determined as an executable user support process. .

  Further, the user support execution confirmation means 344 makes an inquiry to the user support output terminal 10 to check whether or not the executable user support processing determined above can be executed at the present time, or the user support output terminal 10 You may confirm based on status information (S15). For example, when the user support output terminal 10 is in the manner mode, the user support processing for voice notification cannot be executed at that time.

  Finally, the user support process execution means 143 selects an optimal user support process from the executable user support processes, and outputs an execution request to the user support output terminal 10 (S16). The selection of the optimum user support process is performed, for example, by selecting the user support process having the highest risk level. Alternatively, the user support process that the user has used most in the past is selected.

  FIG. 8 is a flowchart of the user support processing execution means 143 of the output control program 340 in the user support output terminal. When the processor in the user support output terminal 10 executes the output control program 340, processing by the user support processing execution unit 143 is executed. When connected to the user support control device 30 by the user support processing execution means 143 (YES in S20), a list of user support processing possessed by the user support output terminal 10 is transmitted to the user support control device 30 together with the risk level (S21). ). Also, the status of the user support output terminal 10, for example, the manner mode, is transmitted to the user support control device 30 (S22).

  When the user support control device 30 confirms whether or not the user support processing can be executed (YES in S23), a response (S24) is sent to the response, and the user support processing selected from the user support control device 30 is performed. If there is an execution request (YES in S25), notification of user notification information is executed by the designated user support processing (S26).

  FIG. 9 is a diagram illustrating a first example in which the importance level of the user notification information changes. FIG. 9 shows an example of six types of user support processing as in FIG. 6, and their risk levels do not change over time. On the other hand, the importance level IM6 of the user notification information shown in FIG. 9 is the level 6 when the user notification information is generated, but increases as time elapses.

  Such user notification information is, for example, information about occurrence of an update for repairing a security hole with respect to a certain application software. Since such information increases the necessity of executing an update as time elapses, the importance level for the user at the time when the update occurs increases as time elapses.

  In the case of such user notification information, as shown in FIG. 9, when the information is generated, the level of importance is level 6, and among the executable user support processes, the process with the highest risk level is mail notification SP5. However, when the time Tw1 after the occurrence of information elapses, the level rises to level 7 and the detailed display notification SP7 can be executed. Further, when the time Tw2 after the occurrence of information elapses, it rises to level 10 and the automatic execution SP10 can be executed. Become.

  In the case of the user notification information as shown in FIG. 9, the importance level management means 342 of the user support control device 30 sets the importance level of the generated user notification information when the information is generated. The importance level corresponding to the danger of the hall is determined, and the calculation is performed again to raise the importance level every time a predetermined time has elapsed. This calculation formula is preset in accordance with, for example, user notification information.

  By increasing the importance level of the user notification information as time passes as shown in FIG. 9, the time Tw that the user waits until the user support processing is executed after the user notification information is generated is the risk of the user support processing. The lower the level, the shorter and the higher the level. The higher the risk level is, the more time can be given to the user and the user can be convinced of discomfort and disadvantage when executing the user support process.

  As described above, after the user notification information is generated, the time Tw that the user waits until receiving the user support process becomes longer as the risk level of the user support process is higher. Also, when the importance level increases monotonously with time as shown in FIG. 9, the higher the importance level when the user notification information is generated, the shorter the time Tw that the user waits for.

  FIG. 10 is a diagram illustrating a second example in which the importance level of the user notification information changes. FIG. 10 shows an example in which six types of user support processes are shown as in FIGS. 6 and 9, and their risk levels do not change with the passage of time. On the other hand, the importance level IM20 of the user notification information shown in FIG. 10 is level 0 when the user notification information is generated, but increases or is maintained at the same level as time elapses. .

  An example in which the importance level rises in this way is information indicating that an update for repairing a security hole in application software has occurred, as described above. Also in this case, as in FIG. 9, the importance management unit 342 recalculates the importance level, so that the user support processing selected by the user support execution determination unit 343 gradually expands to a higher risk level. I will do it.

  FIG. 11 is a diagram illustrating a first example in which the risk level of the user support process changes. In FIG. 11, the risk level of the mail notification SP5, the detailed display notification SP7, and the automatic execution SP10 among the six user support processes gradually decreases with time.

  In this example, when the user notification information IM6 having the importance level 6 is generated, as a result of the execution of the email notification SP5 having the highest risk level among the four user support processes having the importance level 6 or less at the time of occurrence, the risk User support processing capable of executing the detail display notification SP7 in which the risk level becomes 6 or less at the time Tw3 by the user support execution determination unit 343 by the management unit 341 performing calculation to reduce the risk level of the detail display notification SP7 Is determined.

  In other words, the user's discomfort for the detailed display notification SP7 is considered to decrease after the user notification information is notified to the user by the user support processing by the mail notification SP5, so the risk level decreases and the time Tw3 is the same. The detailed display notification SP7 can be executed even with the user notification information at the importance level.

  As described above, as a result of execution of another user support process, the risk level of the user support process having a higher risk level may be reduced, and the user support process having a reduced risk level may be executable thereafter.

  FIG. 12 is a diagram illustrating a second example in which the risk level of the user support process changes. In FIG. 12, among the six user support processes, the risk levels of voice notification SP2 for outputting voice and mail notification SP5 (mail ringtone is generated) are temporarily changed depending on the user situation, for example, during a meeting. It is changing to be higher. That is, the user's situation is in the meeting from time Tw4 to Tw5. Therefore, the risk management means 341 changes the risk level of the voice notification SP2 and the mail notification SP5 from level 2 to 8 and from risk 5 to 9, respectively. As a result, the voice notification SP2 and the mail notification SP5 are excluded from the user support processing that can be executed for the user notification information IM6 having the importance level 6 in the time period Tw4-Tw5.

  FIG. 13 is a diagram illustrating an example in which the importance level of the user notification information and the risk level of the user support process change. In FIG. 13, the importance level of the user notification information has the same change as in FIG. 10, and the risk level of the user support process has the same change as in FIG.

  In the example as shown in FIG. 13, the user support control device 30 determines the risk level of the user support processing according to the user's situation, and sets the importance level of the user notification information according to the type of information and over time. The risk level and the importance level are compared, and the user support output terminal 10 is made to execute the optimal user support process at the optimal timing.

  For example, assume that a user has registered that a meeting will be held during a certain time period in the schedule in the terminal, and an update that repairs a security hole has occurred in certain application software. The importance level of such user notification information gradually increases as time elapses from the information generation. In FIG. 13, the non-highlight display notification SP1 can be executed at time Tw11, and the highlight display notification SP3 can be executed at time Tw12. However, during the time period Tw4-Tw5, the user is in a meeting, the risk level of voice notification SP2 and mail notification SP5 rises, and neither voice notification nor mail notification can be executed until time Tw13 after Tw5 at the end of the meeting. . Then, after the conference ends, the risk levels of voice notification and mail notification are lowered to the normal state, and they can be executed.

  If the user forgets to execute the update after the conference ends, the security level of the update information increases with time, and the detailed display notification SP7 can be executed at time Tw14. Thereafter, the security level of the update information further increases, and after time Tw15, the user support output terminal 10 executes a user support process for automatically executing the update.

  As described above, according to the present embodiment, the user support processing for user notification information is not performed uniformly for all users, but is optimal at the optimal timing according to user preferences and user situations. It is possible to select and execute a user support process.

  The above embodiment is summarized as follows.

(Appendix 1)
A user assistance control program for causing a computer to execute user assistance control processing for controlling user assistance processing,
The user support control process includes:
From a user support output terminal that outputs a user support process related to information notification to the user, obtain a user support process that can be executed and a risk level of the user support process that indicates a user's disadvantage for each user support process A user support process acquisition process;
A user notification information acquisition step for acquiring user notification information to be notified to the user;
Comparing the risk level of the user support process with the importance level of the user notification information, and executing the user support process having the user support process risk level equal to or lower than the importance level of the user notification information. A user support control program comprising: a user support process execution requesting process requested to the output terminal.

(Appendix 2)
In Appendix 1,
The user support control risk program and the importance level of the user notification information have a common scale value.

(Appendix 3)
In Appendix 1,
And an importance level calculating step for calculating the importance level of the acquired user notification information so as to increase with the passage of time.
In the user support process execution request step, a user support control program for comparing the calculated importance level.

(Appendix 4)
In Appendix 1,
Further, the importance level of the acquired user notification information is calculated based on one of the security importance level included in the user notification information, the urgency level of the user notification information, and the user interest level of the user notification information. A degree calculation step,
In the user support process execution request step, a user support control program for comparing the calculated importance level.

(Appendix 5)
In Appendix 4,
In the importance calculation step, when the user notification information is update notification information for repairing a security hole in an application, the importance of security included in the user information as time elapses from the occurrence of the update User assistance control program that rises.

(Appendix 6)
In Appendix 1,
And a user support processing risk management step for changing the acquired user support processing risk level based on user status information having a user status,
In the user support process execution request step, a user support control program for comparing the changed user support process risk level.

(Appendix 7)
In Appendix 1,
And a user support processing risk management step for reducing the acquired user support processing risk level according to the user support processing that has already been executed.
In the user support process execution request step, a user support control program for comparing the calculated user support process risk level.

(Appendix 8)
A user support control device for controlling user support processing,
From a user support output terminal that outputs a user support process related to information notification to the user, obtain a user support process that can be executed and a risk level of the user support process that indicates a user's disadvantage for each user support process User support processing acquisition means;
User notification information acquisition means for acquiring user notification information to be notified to a user;
Comparing the risk level of the user support process with the importance level of the user notification information, and executing the user support process having the user support process risk level equal to or lower than the importance level of the user notification information. A user support control apparatus having user support processing execution request means for requesting an output terminal.

(Appendix 9)
A user assistance control processing method for controlling user assistance processing,
From a user support output terminal that outputs a user support process related to information notification to the user, obtain a user support process that can be executed and a risk level of the user support process that indicates a user's disadvantage for each user support process A user support process acquisition process;
A user notification information acquisition step for acquiring user notification information to be notified to the user;
Comparing the risk level of the user support process with the importance level of the user notification information, and executing the user support process having the user support process risk level equal to or lower than the importance level of the user notification information. A user support control method comprising: a user support process execution requesting step for requesting the output terminal.

(Appendix 10)
A user support system for controlling user support processing,
A user support output terminal for outputting user support processing related to information notification to the user;
A user support control device for causing the user support output terminal to execute a user support process;
The user support control device includes:
From a user support output terminal that outputs a user support process related to information notification to the user, obtain a user support process that can be executed and a risk level of the user support process that indicates a user's disadvantage for each user support process User support processing acquisition means;
User notification information acquisition means for acquiring user notification information to be notified to a user;
Comparing the risk level of the user support process with the importance level of the user notification information, and executing the user support process having the user support process risk level equal to or lower than the importance level of the user notification information. A user support system comprising user support processing execution request means for requesting an output terminal.

10: User support output terminal 14: Storage medium for storing output control program 20: Network 30: User support control device 34: Storage medium for storing user support control program

Claims (11)

A user assistance control program for causing a computer to execute user assistance control processing for controlling user assistance processing,
The user support control process includes:
A plurality of user support processes that can be executed from a user support output terminal that outputs a user support process related to information notification to the user, and a risk level of the user support process that indicates a disadvantage that the user receives for each user support process. A user support process acquisition step to acquire;
A user notification information acquisition step for acquiring user notification information to be notified to the user;
Each of the risk levels of the plurality of user support processes is compared with the importance level of the user notification information, and selected from a plurality of user support processes having a risk level of the user support process equal to or less than the importance level of the user notification information user to perform a supporting process, the user support control program and a user support processing execution request step of requesting the user support output terminal that.   The user support process execution requesting step selects a user support process having the highest risk level from among a plurality of user support processes having a risk level of the user support process equal to or lower than the importance level of the user notification information. The user assistance control program according to 1.   In the user support process execution requesting step, a user support process most recently used by a user in the past is selected from a plurality of user support processes having a risk level of the user support process equal to or lower than the importance level of the user notification information. The user assistance control program according to claim 1. In claim 1,
A user support control program having a common scale value for the risk level of the user support process and the importance level of the user notification information. In claim 1,
And an importance level calculating step for calculating the importance level of the acquired user notification information so as to increase with the passage of time.
In the user support process execution request step, a user support control program for comparing the calculated importance level. In claim 1,
Further, the importance level of the acquired user notification information is calculated based on one of the security importance level included in the user notification information, the urgency level of the user notification information, and the user interest level of the user notification information. A degree calculation step,
In the user support process execution request step, a user support control program for comparing the calculated importance level. In claim 6 ,
In the importance calculation step, when the user notification information is update notification information for repairing a security hole in an application, the security importance included in the user notification information is increased as time elapses from the occurrence of the update. User assistance control program that increases in degree. In claim 1,
Furthermore, the risk level of the acquired user support processing, has a user-assistance process risk management step of changing on the basis of the user status information with the status of the user,
In the user support process execution request step, a user support control program for comparing a risk level of the changed user support process. A user support control device for controlling user support processing,
A plurality of user support processes that can be executed from a user support output terminal that outputs a user support process related to information notification to the user, and a risk level of the user support process that indicates a disadvantage that the user receives for each user support process. A user support processing acquisition means for acquiring;
User notification information acquisition means for acquiring user notification information to be notified to a user;
Each of the risk levels of the plurality of user support processes is compared with the importance level of the user notification information, and selected from a plurality of user support processes having a risk level of the user support process equal to or less than the importance level of the user notification information to perform the user support processing, the user support control device having a user support process execution requesting means for requesting said user support output terminal. A user assistance control processing method for controlling user assistance processing,
A plurality of user support processes that can be executed from a user support output terminal that outputs a user support process related to information notification to the user, and a risk level of the user support process that indicates a disadvantage that the user receives for each user support process. A user support process acquisition step to acquire;
A user notification information acquisition step for acquiring user notification information to be notified to the user;
Each of the risk levels of the plurality of user support processes is compared with the importance level of the user notification information, and selected from a plurality of user support processes having a risk level of the user support process equal to or less than the importance level of the user notification information It was to run the user support process, user support control method and a user support processing execution request step of requesting the user support output terminal. A user support system for controlling user support processing,
A user support output terminal for outputting user support processing related to information notification to the user;
A user support control device for causing the user support output terminal to execute a user support process;
The user support control device includes:
A plurality of user support processes that can be executed from a user support output terminal that outputs a user support process related to information notification to the user, and a risk level of the user support process that indicates a disadvantage that the user receives for each user support process. A user support processing acquisition means for acquiring;
User notification information acquisition means for acquiring user notification information to be notified to a user;
Each of the risk levels of the plurality of user support processes is compared with the importance level of the user notification information, and selected from a plurality of user support processes having a risk level of the user support process equal to or less than the importance level of the user notification information And a user support processing execution requesting means for requesting the user support output terminal to execute the user support processing.

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