Dynamic frequently asked question system

• US 20060206818A1
• Filed: 03/10/2005
• Published: 09/14/2006
• Est. Priority Date: 03/10/2005
• Status: Abandoned Application

• Current Assignee: Epson America Incorporated (Seiko Group)
• Original Assignee: Epson America Incorporated (Seiko Group)
• Inventors: Utter, Bill, Morgan, James S., Logiodice, Albert, Jercic, Carmen Maria, Itagaki, Paula, Zucker, Moira
• Application Number:
  US11/076,596
• Publication Number:
  US 20060206818A1
• Time in Patent Office: Days
• US Class Current: 715/705
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A DFAQ system includes a computing device 130 and the computing device includes a reorganization module 132, a processor 134, a non-volatile memory 136 and a storage module 138 for web pages or active server pages. As a frequently asked question (FAQ) is accessed, a counter corresponding to the FAQ is incremented. The reorganization module determines the number of accesses for a plurality of FAQs after a pre-determined timeframe. The reorganization module creates a web page listing the plurality of FAQs based on the number of accesses for each of the plurality of FAQs and also based on one of an assigned default position, whether an access threshold value is reached, and weighted number of accesses.

Claims

1. An executable code storage device, comprising:

a machine readable storage medium; and

machine-readable program code, stored on the machine-readable storage medium, the machine readable program code having instructions, which when executed cause a computing device to;

increment a plurality of counters, each of the plurality of counters being incremented when a corresponding frequently asked question (FAQ) of a plurality of frequently asked questions (FAQs) is accessed;

determine a number of accesses for each of the plurality of FAQs;

create a web page listing the plurality of FAQs in an order based on the number of accesses for each of the plurality of FAQs; and

create a category listing on the web page where the category listing identifies categories of questions corresponding to the plurality of FAQs.

2. The executable code storage device of claim 1, wherein the computing devices is a server.

3. The executable code storage device of claim 1, wherein the web page is created utilizing Extensible Markup Language (XML).

4. The executable code storage device of claim 1, wherein the web page is created utilizing Hyptertext Markup Language (HTML).

5. An executable code storage device, comprising:

a machine readable storage medium; and

machine-readable program code, stored on the machine-readable storage medium, the machine readable program code having instructions, which when executed cause a computing device to;

increment a plurality of counters, each of the plurality of counters being incremented when a corresponding frequently asked question (FAQ) of a plurality of frequently asked questions (FAQs) is accessed;

receive a weighting factor to a first FAQ of the plurality of FAQs

determine a number of accesses for each of the plurality of FAQs; and

multiply the weighting factor of the first FAQ by the number of accesses for the first FAQ to determine a weighted number of accesses for the first FAQ.

6. The executable code storage device of claim 5, including instructions, which when executed, cause the computing device to

create a web page listing the plurality of FAQs in an order determined by the weighted number of accesses for the first FAQ and the number of accesses for each remaining FAQ of the plurality of FAQs.

7. The executable code storage device of claim 5, including instructions, which when executed, cause the computing device:

receive a second weighting factor to a second FAQ of the plurality of FAQs,

multiply the weighting factor of the second FAQ by the number of accesses of the second FAQ to determine a weighted number of accesses for the second FAQ, and

create a web page listing the plurality of FAQs in an order determined by the weighted number of accesses for the first FAQ and the second FAQ and the number of accesses for each remaining FAQ of the plurality of FAQs.

8. The executable code storage device of claim 7, wherein the first weighting factor is equal to the second weighting factor.

9. An executable code storage device, comprising:

a machine-readable storage medium; and

machine-readable program code, stored on the machine-readable storage medium, the machine-readable program code having instructions, which when executed cause a computing device to;

increment a plurality of counters, each of the plurality of counters being incremented when a corresponding frequently asked question (FAQ) of a plurality of frequently asked questions (FAQS) is accessed;

receive a default position to a first FAQ of the plurality of FAQs; and

determine a number of accesses for each of the plurality of FAQs.

10. The executable code storage device of claim 9, including instructions which when executed cause the computing device to:

create a web page listing the plurality of FAQs in an order where the first FAQ is listed in the default position assigned to the first FAQ and the number of accesses for each remaining FAQ of the plurality of FAQs determines in which position each remaining FAQ is listed on the web page.

11. The executable code storage device of claim 9, including instructions, which when executed, cause the computing device to

receive a default position to a second FAQ of the plurality of FAQs, and

create the web page listing the plurality of FAQs in an order where the first FAQ and the second FAQ are listed in the default position assigned to the first FAQ and the second FAQ, respectively, and remaining FAQs of the plurality of FAQs are listed based on the number of accesses for the remaining FAQs.

12. The executable code storage device of claim 9, including instructions, which when executed, cause the computing device to

receive a weighting factor to a second FAQ of the plurality of FAQs;

multiply the weighting factor of the second FAQ by the number of accesses for the second FAQ to determine a weighted number of accesses for the second FAQ.

13. The executable code storage device of claim 12, including instructions, which when executed, cause the computing device to

create a web page listing the plurality of FAQs where the first FAQ is listed in the assigned default position, the second FAQ is listed according to a weighted number of accesses, and remaining FAQs are listed based on the number of accesses for each the remaining FAQs.

14. An executable code storage device, comprising:

a machine-readable storage medium; and

machine-readable program code, stored on the machine-readable storage medium, the machine-readable program code having instructions, which when executed cause a computing device to;

increment a plurality of counters, each of the plurality of counters being incremented when a corresponding frequently asked question (FAQ) of a plurality of frequently asked questions (FAQs) is accessed;

receive an access value threshold for the plurality of FAQs;

determine a number of accesses for each of the plurality of FAQs; and

compare, for each of the plurality of FAQs, the number of accesses to the access value threshold.

15. The executable code storage device of claim 14, including instructions, which when executed, cause the computing device to

create a web page listing each of the plurality of FAQs unless a FAQ has a number of accesses less than the access value threshold.

16. The executable storage device of claim 14, including instructions, which when executed, cause the computing device to

receive a weighting factor to a first FAQ of the plurality of FAQs;

multiply the weighting factor of the first FAQ by the number of accesses for the first FAQ to determine a weighted number of accesses for the first FAQ; and

compare the weighted number of accesses to the access value threshold.

17. The executable storage device of claim 16, including instructions, which when executed, cause the computing device to

create a web page listing the each of the plurality of FAQs unless a FAQ has a number of accesses or a weighted number of accesses less than the access value threshold.

18. The executable storage device of claim 14, including instructions, which when executed cause the computing device to

receive a default position to a first FAQ of the plurality of FAQs;

19. The executable storage device of claim 14, including instructions, which when executed cause the computing device to

create a web page listing the first FAQ in the assigned default position and listing each remaining FAQ of the plurality of FAQs unless a FAQ has a number of accesses which is less than the access value threshold.

20. The executable code storage device of claim 19, wherein the web page is created in Extensible Markup Language (XML).