Methods for providing information over networks responsive to digital device user requests

• US 20040049547A1
• Filed: 06/16/2003
• Published: 03/11/2004
• Est. Priority Date: 12/21/2001
• Status: Abandoned Application

• Current Assignee: SOS Personal Learning Solutions Limited
• Original Assignee: SOS Personal Learning Solutions Limited
• Inventors: Matthews, W. Donald, Slokar, Dejan
• Application Number:
  US10/462,417
• Publication Number:
  US 20040049547A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G09B 7/00 Electrically-operated teaching apparatus or devices working with questions and answers mechanically operated G09B3/00; computing arrangements G06F

Abstract

Methods for facilitating answering requests for help or information between requesters of that help or information using digital devices and remote helpers selected to answer those requests. In one method, a computer user clicks on a help display object, resulting in a help response message being sent from a remote helper, including a network or Internet address for the helper. Accepting the help response can result in a human helper appearing in a video screen object and providing information or help through video, audio, screen sharing, and remote computer control methodologies. In some methods, a help facilitator organization uses data communication links into educational institutions, classroom located servers and digital devices coupled to those data communication links. The facilitator organization may receive help requests over the Internet from retail end user requesters or from groupings of corporate employee requesters. The help requests may be routed through the facilitator organization, with students selected to answer the help requests based at least in part on the availability of the students, and on the subject matter mastery of the students. Once selected, a more direct communication link between the requester and the student can be established.

Claims

1. A method for providing information over a communications network, the method comprising the steps of:

(a) receiving a help request in a subject area from a networked digital device user over the network, wherein the digital device is selected from the group consisting of personal computers, hand held computers, personal digital assistants, hard wired computer terminals, wireless computer terminals, cellular telephones, hard wired telephones, wireless telephones, embedded devices, interactive TV and combinations thereof,

(b) selecting a student to provide help to the user, wherein the student has knowledge in the subject area, the student is available to provide the help in the subject area, and the student is in a supervised class setting in an educational institution at the time of the help request; and

(c) establishing a communication link between the user and the student over the network to allow the selected student to provide help to the user over the network while in the supervised class setting.

2. A method as in claim 1, wherein the receiving help request step is received over the Internet.

3. A method as in claim 1, wherein the selecting step includes selecting based on a level of student knowledge in the subject matter.

4. A method as in claim 1, further comprising maintaining a history of the amount of help provided by the students, wherein the selecting step includes selecting at least in part based on the amount of help the students have provided based on the history.

5. A method as in claim 1, further comprising obtaining a subject matter mastery level for the user and obtaining a subject matter mastery level for the students, wherein the selecting step includes selecting at least in part based on matching the subject matter mastery levels of the student to the user.

6. A method as in claim 5, wherein the obtaining user subject matter mastery level step includes obtaining explicitly provided subject matter mastery level information supplied by a source selected from the group consisting of the user and the student.

7. A method as in claim 5, wherein the obtaining user subject matter mastery level for the user includes estimating the mastery level based on a history of previous help requests from the user.

8. A method as in claim 5, wherein the obtaining student subject matter mastery level includes at least in part estimating the subject matter mastery level from a history of previous help provided.

9. A method as in claim 1, wherein the establishing communication link step includes obtaining a network address for the student and passing the student network address to the user to enable the user to establish a network connection to the student.

10. A method as in claim 1, wherein the establishing communication link step includes obtaining a network address for the user and passing the user network address to the student to enable the student to establish a network connection to the user.

11. A method as in claim 1, wherein the receiving help request step results from the user manipulating a help object on the computer user display.

12. A method as in claim 11, wherein the network includes the Internet, wherein the establishing communication link step includes obtaining an Internet protocol address for the selected student and passing the selected student Internet protocol address to the user to enable the user to establish an Internet connection to the selected student.

13. A method as in claim 12, wherein the user establishes a communication link including receiving video and/or voice from the student.

14. A method for providing support experience for a plurality of students in a supervised setting in an educational institution, wherein the students are reachable or addressable through communication while in the supervised setting, the method comprising the steps of:

(a) receiving a support request from a remote requester in a subject area, wherein the requester is remote from the student;

(b) selecting a student to provide assistance to the requester while the student is in the supervised setting; and

(c) establishing a communication link between the requester and the student to allow two-way communication between the requester and the student while the student is in the supervised setting.

15. A method as in claim 14, wherein the establishing communication link step includes establishing an audio communication link between the student and the requester.

16. A method as in claim 15, wherein the establishing communication link step includes establishing a video communication link from the student to the user.

17. A method as in claim 16, wherein the establishing communication link step includes establishing an audio and video communication from the student to the user.

18. A method as in claim 14, further comprising providing digital device and communication hardware to the educational institution, wherein the digital device is selected from the group consisting of personal computers, hand held computers, personal digital assistants, hard wired computer terminals, wireless computer terminals, cellular telephones, hard wired telephones, wireless telephones, embedded devices, interactive TV and combinations thereof, wherein the digital device hardware and communication hardware are coupled to the communication link and are used by the students to provide help to the user.

19. A method as in claim 14, wherein the selecting student step is based at least in part on selection criteria selected from the group consisting of subject matter mastery level matching between the student and the user, the immediate availability of the student, the time zone matching of the student and the user, previous dealings between the student and the user, and the amount of help provided by the student, and combinations thereof.

20. A method as in claim 14, further comprising pre-screening the students before they are allowed to participate in the supervised setting.

21. A method as in claim 14, wherein the receiving support request is received over the Internet, wherein the selecting student step is performed over the Internet, wherein the establishing communication link includes establishing an Internet connection between the requester and the student.

22. A method for providing support to a computer user from a computer display, wherein the computer is connectable to a computer network, the method comprising the steps of:

(a) providing a help request object displayable and selectable from the computer display;

(b) upon selection of the help request object, sending a help request over the network requesting real time human assistance, wherein the help request comprises a requester identifier, and apayor identifier or an authorization ID;

(c) receiving a helper network ID;

(d) establishing a communication link to the human helper over the network using the helper network ID;

(e) sending a specific help request to the helper over the network; and

(f) receiving help information from the human helper in response to the sent specific help request.

23. A method as in claim 22, further comprising providing a help video display object for displaying a video image of the human helper on the computer display.

24. A method as in claim 23, wherein the video display object is periodically updated with more recent video images of the human helper.

25. A method as in claim 22, further comprising providing a help audio object for sending an audio stream from the human helper through the computer.

26. A method as in claim 22, further comprising providing a help video display object for displaying a video image of the human helper on the computer display and providing an audio object for transmitting an audio signal from the human helper to the requester over the network.

27. A method as in claim 22, further comprising providing a selectable screen-sharing object, which, upon selection, sends at least one image of the user screen to the human helper over the network.

28. A method as in claim 22, further comprising providing a selectable remote control enable object, which upon selection, enables the human helper to remotely move a cursor and remotely make keyboard entries onto the user computer display.

29. A method as in claim 22, wherein the help request includes help request attributes selected from the group consisting of user identifier and subject matter identifier.

30. A method as in claim 29, wherein the help request attributes further comprises user subject matter mastery level.

31. A method as in claim 29, wherein the help request attributes further include an organization the user is associated with.

32. A method for handling help requests from digital device users, the method comprising the steps of:

(a) receiving a help request from a networked digital device user; and

(b) sending the help request over a network to a student in their educational institution in a supervised classroom setting.

33. A method as in claim 32, wherein the sending help request step is performed by a help facilitator organization.

34. A method as in claim 32, further comprising obtaining a network address of the student, and sending the student network address to the network address from which the help request came, to enable the help requester and student to establish a communication link over the network.

35. A method for managing a student populated help support center at an educational institution, the method comprising the steps of:

(a) providing a data communication link to the help support center;

(b) providing a human interface device at the help support center affiliated with the educational institution, wherein the human interface device is coupled to the data communication link and allows communication between the data communication link and a human being at the human interface device;

(c) providing a supervising instructor at the help support center;

(d) providing a plurality of help requests from help requesters located remotely to the help support center;

(e) selecting a student to answer the help request over the data communication link and using the human interface device; and

(f) directing the help request to the selected student.

36. A method as in claim 35, wherein the human interface device is selected from the group consisting of computer terminals, computers, wired telephones, wireless telephones, personal digital assistance, embedded devices, interactive TV and text-based entry devices.

37. A method as in claim 35, wherein the providing plurality of help requests step, the selecting student step, and the directing help requests step are all performed by a help facilitator organization.

38. A method as in claim 35, wherein the provided supervising instructor provides instruction to the students prior to allowing students to be selected for calls.

39. A method as in claim 35, wherein the selecting students step is based at least in part on the subject matter mastery of the student and the availability of the student.

40. A method as in claim 35, wherein the provided supervising instructor is enabled to monitor communication between the students and the remote help requesters.