Enforcing template completion when publishing to a content management system

• US 7,395,499 B2
• Filed: 11/27/2002
• Issued: 07/01/2008
• Est. Priority Date: 11/27/2002
• Status: Expired due to Term

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Lane, David P., Bell, Randy, Forrester, Audrey, Clarke, Elise, Ringo, Timothy A., Lian, Elizabeth H., Farrell, Daniel C., Reid, Gregory S., Wong, Sevasti, Lingham, Anthony, Fenton, Craig
• Primary Examiner(s): Hutton; Doug
• Assistant Examiner(s): Blackwell; James H.
• Application Number:
  US10/306,026
• Publication Number:
  US 20040103089A1
• Time in Patent Office: 2,043 Days
• Field of Search: 715/517, 715/530, 715/513, 715/847, 715/234, 715/243, 715/25, 715/847, 705/1, 705/9, 719/316
• US Class Current: 715/243
• CPC Class Codes: G06F 16/957 Browsing optimisation, e.g. caching or content distillation

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

Claims

1. A method implemented in software for enforcing template usage when entering a new content item into a content management system for ensuring the new content item is properly described, comprising:

storing in a database a plurality of content items arranged in a content taxonomy, the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of content items, and a plurality of articles, wherein each object group comprises a plurality of object types sharing a first commonality, and wherein each object type comprises a plurality of content items sharing a second commonality, and further wherein each of the content items comprises a plurality of articles that together provide a predetermined amount of information about the associated content item;

providing a plurality of content authoring templates, wherein each content authoring template describes an article format and includes fields for a particular information type;

categorizing the new content item as an object type based on a selected position of the new content item within the content taxonomy;

choosing for a user a unique set of templates from the plurality of content authoring templates based on a vertical structure of the content taxonomy for the object type in which the new content item is categorized, the articles for each of the plurality of content items of the object type being generated with the same unique set of templates; and

presenting the unique set of templates to the user for guiding the user to generate a plurality of new articles, each of the new articles being based on one of the templates from the unique set of templates, wherein each article includes the particular article format and information type corresponding with the respective template of the unique set of templates, and further wherein the plurality of new articles describes the predetermined amount of information about the new content item.

2. The method from claim 1, further comprising using a pre-defined content authoring workflow, for enforcing full completion of the chosen set of templates.

3. The method from claim 1, wherein the workflow comprises a series of steps for content authoring, and wherein the series of steps are scheduled and executed using user tasks.

4. The method from claim 1, further comprising:

providing a personal work stack to the user that supplies the user with the user tasks to complete and information on the state of completion for the chosen set of templates.

5. A method for enforcing template usage when entering a new content item into a content management system for ensuring the new content item is properly described, comprising:

storing in a database a plurality of content items arranged in a content taxonomy, the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of content items, and a plurality of articles, wherein each object group comprises at least a first and second object types sharing a first commonality, and wherein each object type comprises a plurality of content items sharing a second commonality, and further wherein each of the content items comprises a plurality of articles that together provide a predetermined amount of information about the associated content item;

providing a plurality of content authoring templates, wherein each content authoring template describes an article format and includes fields for a particular information type;

creating at least a first set of templates and a second set of templates from the plurality of content authoring templates based on a vertical structure of the content taxonomy for the object type corresponding to the first set of templates or the second set of templates, wherein the articles for each of the plurality of content items of the first object type are generated with the first set of templates, and the articles for each of the content items of the second object type are generated with the second set of templates;

categorizing the new content item as a first or second object type based on a position of the content item within the content taxonomy; and

presenting to the user, based on the object type, either the first set or the second set of templates for guiding the user to generate a plurality of new articles, each of the new articles being based on one of the templates from the set of templates, wherein each article includes the particular article format and information type corresponding with the respective template of the first or second set of templates, and wherein the plurality of new articles describes the predetermined amount of information about the new content item.

6. The method from claim 5, wherein there is at least one common template between the first set and the second set of templates.

7. The method from claim 6, further comprising:

editing one of the common templates;

wherein the next time that the first set or the second set of templates is presented to the user, the edited common template is presented.

8. The method from claim 5, wherein the presenting comprises:

generating a series of tasks, wherein each task corresponds to one of the templates in the chosen set of templates; and

creating an alert for the user that lists the series of tasks.

9. A system implemented in software for enforcing template usage when entering a new content item into a content management system for ensuring the new content item is properly described, comprising:

a processing and storage device having a database in which is stored a plurality of content items arranged in a content taxonomy, the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of content items, and a plurality of articles, wherein each object group comprises a plurality of object types sharing a first commonality, and wherein each object type comprises a plurality of content items sharing a second commonality, and further wherein each of the content items comprises a plurality of articles that together provide a predetermined amount of information about the associated content item;

a plurality of content authoring templates, wherein each content authoring template describes an article format and includes fields for a particular information type;

a processor having a categorizer for categorizing the new content item as an object type based on a selected position of the new content item within the content taxonomy;

a choosing unit for choosing for a user a unique set of templates from the plurality of content authoring templates based on a vertical structure of the content taxonomy for the object type in which the new content item is categorized, the articles for each of the plurality of content items of the object type being generated with the same unique set of templates; and

a presenter for presenting the unique set of templates to the user at a terminal for guiding the user to generate a plurality of new articles, each of the new articles being based on one of the templates from the unique set of templates, wherein each article includes the particular article format and information type corresponding with the respective template of the unique set of templates, and further wherein the plurality of new articles describes the predetermined amount of information about the new content item.

10. The system from claim 9, further comprising a pre-defined content authoring workflow, used for enforcing full completion of the chosen set of templates.

11. The system from claim 10, wherein the workflow comprises a series of steps for content authoring, and wherein the series of steps are scheduled and executed using user tasks.

12. The system from claim 9, further comprising:

a personal work stack to the user that supplies the user with the user tasks to complete and information on the state of completion for the chosen set of templates.

13. A system for enforcing template usage when entering a new content item into a content management system for ensuring the new content item is properly described, comprising:

a processing and storage device having a database in which is stored a plurality of content items arranged in a content taxonomy, the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of content items, and a plurality of articles, wherein each object group comprises at least a first and second object types sharing a first commonality, and wherein object type comprises a plurality of content items sharing a second commonality, further wherein each of the content items comprises a plurality of articles that together provide a predetermined amount of information about the associated content item;

a plurality of content authoring templates, wherein each content authoring template describes an article format and includes fields for a particular information type;

a creation unit for creating at least a first set of templates a second set of templates from the plurality of content authoring templates based on a vertical structure of the content taxonomy for the object type corresponding to the first set of templates or the second set of templates, wherein the articles for each of the plurality of content items of the first object type are generated with the first set of templates, and the articles for each of the content items of the second object type are generated with the second set of templates;

a processor having a categorizer for categorizing the new content item as a first or second object type, based on a position of the new content item within the content taxonomy; and

a presenter for presenting to the user at a terminal, based on the object type, either the first set or the second set of templates for guiding the user to generate a plurality of new articles, each of the new articles being based on one of the templates from the set of templates, wherein each article includes the particular article format and information type corresponding with the respective template of the first or second set of templates, and wherein the plurality of new articles describes the predetermined amount of information about the new content item.

14. The system from claim 13, wherein there is at least one common template between the first set and the second set of templates.

15. The system from claim 14, further comprising:

an editor for editing one of the common templates;

wherein the next time that the first set or the second set of templates is presented to the user, the edited common template is presented.

16. The system from claim 13, wherein the presenter comprises:

a generator for generating a series of tasks, wherein each task corresponds to one of the templates in the chosen set of templates; and

an alerter for creating an alert for the user that lists the series of tasks.

17. A computer program on a computer readable medium, for execution by a computer to enforce template usage when entering a new content item into a content management system for ensuring the new content item is properly described, the computer program comprising:

a code segment for storing in a database a plurality of content items arranged in a content taxonomy, the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of content items, and a plurality of articles, and wherein each object group comprises a plurality of object types sharing a first commonality, and further wherein object type comprises a plurality of content items sharing a second commonality, wherein each of the content items comprises a plurality of articles that together provide a predetermined amount of information about the associated content item;

a code segment for providing a plurality of content authoring templates, wherein each content authoring template describes an article format and includes fields for a particular information type;

a code segment for categorizing the new content item as a content based on a selected position of the new content item within the content taxonomy;

a code segment for choosing for a user a unique set of templates from the plurality of content authoring templates based on a vertical structure of the content taxonomy for the object type in which the new content item is categorized, the articles for each of the plurality of content items of the object type generated with the same unique set of templates; and

a code segment for presenting the unique set of templates to the user for guiding the user to generate a plurality of new articles, each of the new articles being based on one of the templates from the unique set of templates, wherein each article includes the particular article format and information type corresponding with the respective template of the unique set of templates, and further wherein the plurality of new articles describes the predetermined amount of information about the new content item.

18. The computer program from claim 17, further comprising a code segment for using a pre-defined content authoring workflow, for enforcing full completion of the chosen set of templates.

19. The computer program from claim 18, wherein the workflow comprises a series of steps for content authoring, and wherein the series of steps are scheduled and executed using user tasks.

20. The computer program from claim 17, further comprising:

a code segment for providing a personal work stack to the user that supplies the user with the user tasks to complete and information on the state of completion for the chosen set of templates.

21. A computer program on a computer readable medium, for execution by a computer to enforce template usage when entering a new content item into a content management system for ensuring the new content item is properly described, comprising:

a code segment for storing a database in which is stored a plurality of content items arranged in a content taxonomy, the content taxonomy comprises a plurality of object groups, a plurality of object types, a plurality of content items, and a plurality of articles, wherein each object group comprises at least a first and second object types sharing a first commonality, and wherein each object type comprises a plurality of content items sharing a second commonality, and further wherein each of the content items comprises a plurality of articles that together provide a predetermined amount of information about the associated content item;

a code segment for providing a plurality of content authoring templates, wherein each content authoring template describes an article format;

a code segment for creating at least a first set of templates and a second set of templates from the plurality of content authoring templates based on a vertical structure of the content taxonomy for the object type corresponding to the first set of templates or the second set of templates, wherein the articles for each of the plurality of content items of the first object type are generated with the first set of templates, and the articles for each of the content items of the second object type are generated with the second set of templates;

a code segment for categorizing the new content item as a first or second object type based on a position of the new content item within the content taxonomy; and

a code segment for presenting to the user, based on the object type, either the first set or the second set of templates for guiding the user to generate a plurality of new articles, each of the new articles being based on one of the templates from the set of templates, wherein each article includes the particular article format and information type corresponding with the respective template of the first or second set of templates, and wherein the plurality of new articles describes the predetermined amount of information about the new content item.

22. The computer program from claim 21, wherein there is at least one common template between the first set and the second set of templates.

23. The computer program from claim 22, further comprising:

a code segment for editing one of the common templates;

wherein the next time that the first set or the second set of templates is presented to the user, the edited common template is presented.

24. The computer program from claim 21, wherein the code segment for presenting comprises:

a code segment for generating a series of tasks, wherein each task corresponds to one of the templates in the chosen set of templates; and

a code segment for creating an alert for the user that lists the series of tasks.