Knowledge assembly line

• US 20020023074A1
• Filed: 02/28/2001
• Published: 02/21/2002
• Est. Priority Date: 02/29/2000
• Status: Abandoned Application

• Current Assignee: Safeharbor Knowledge Solutions (Enghouse Systems Limited)
• Original Assignee: Safeharbor Knowledge Solutions (Enghouse Systems Limited)
• Inventors: Miller, Richard J., Sterling, Brian L.
• Application Number:
  US09/797,193
• Publication Number:
  US 20020023074A1
• Time in Patent Office: Days
• US Class Current: 707/1
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

The Knowledge Assembly Line is a solution process for developing electronic solutions that are seamless in their format, language, font and composite graphics such that a transparent transition between a host web site and a third party vendor web site is created. The process includes gathering information, organizing information, digesting and compiling information, organizing solution groupings, designing and creating solution graphic elements, producing content and publishing solutions. One aspect of this invention is that the compilation of this process yields an individualized and unique solution that seamlessly corresponds to the look and feel of the host web site such that a customer on the host web site is transparently linked between sites. Another aspect of the method of creating a knowledge assembly line is the ability to turn around a robust knowledge base in approximately eight weeks, including the publication of the solution.

Claims

1. A knowledge assembly line for researching, collecting, and disseminating data to provide seamless support information to electronic customers, comprising:

client information;

product and service information;

marketing information; and

client questionnaire answers, wherein the client information, product and service information, marketing information and questionnaire answers are collected, compiled and disseminated to create a solution to be integrated into the client system.

2. A knowledge assembly line for researching, collecting, and disseminating data to provide seamless support information to electronic customers, comprising:

client research including client information, product or service information or client questionnaire answers;

product or service knowledge including user guides, specifications, customer support knowledge bases, help files, white papers, marketing materials, beta testing logs, FAQs or technical support manuals;

a solution graphic element that seamlessly integrates with the client'"'"'s format, font and image;

a solution subject outline wherein the solution subject outline categorizes and organizes the solutions;

a composite graphic including a screen capture or digital photograph, a seamless electronic solution associated with components of the client'"'"'s web site.

3. A computer-implemented system for transparently providing electronic support via an independent support provider web site through links provided on a host web site, comprising a host web site accessible via a computer networking system;

client research including client information, product or service information or client questionnaire answers;

product or service knowledge including user guides, specifications, customer support knowledge bases, help files, white papers, marketing materials, beta testing logs, FAQs or technical support manuals;

a solution graphic element that seamlessly integrates with the client'"'"'s format, font and image;

a solution subject outline wherein the solution subject outline categorizes and organizes the solutions;

a composite graphic including a screen capture or digital photograph, a seamless electronic solution associated with components of the client'"'"'s web site;

a support service web site independent of the host web site, the support service web site accessible via the computer networking system, a link on the host web page connecting the host web site to the support service web site;

at least one of the support service web sites accessible through the link;

relevant support information provided on the support service web site, the relevant support information presented in a consistent format to the host web page as defined by the host web page format, font, language, and like images.

4. A method in a computer system network environment for providing a knowledge assembly line to create electronic solutions to vendor customers via a third party support service provider from a host web page, the support information provided transparently with respect to format, style, font, and graphics, such that a consistent web page format of the host site is maintained, the method comprising the steps of:

researching the client;

attending a project lickoff meeting;

acquiring product or service knowledge;

designing and creating solution graphic elements;

creating subject organization, capturing images and creating composite graphics with the images;

creating solutions; and

publishing solutions such that the published solutions are linked electronically from the third party support service provider to a host web page.