Collaboration system

• US 9,641,356 B2
• Filed: 07/22/2011
• Issued: 05/02/2017
• Est. Priority Date: 03/15/2007
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Hamilton, Mary, Korytkowski, Beata, Kahn, Joshua, Nebolsky, Charles
• Primary Examiner(s): Mofiz, Apu
• Assistant Examiner(s): HOLLAND, SHERYL L
• Application Number:
  US13/188,607
• Publication Number:
  US 20110276905A1
• Time in Patent Office: 2,111 Days
• Field of Search: 70799901, 707608
• CPC Class Codes: G06F 16/40 of multimedia data, e.g. slideshows comprising image and additional audio data retrieval of still image data G06F16/50; retrieval of audio data G06F16/60; retrieval of video data G06F16/70
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/234 for tracking messages

Abstract

A method and controller are provided for use in a communication system including a plurality of user terminals in communication with each other and the controller via a plurality of communication channels. The method includes receiving, by the controller from a sender user terminal, a message designated to be communicated to a recipient associated with a recipient user terminal. Additionally, the method includes posting, by the controller via a dashboard interface, the message to a discussion to which it pertains. Finally, the method includes distributing, by the controller, the message to the recipient user terminal based on a preferred communication channel, availability, and workload for the recipient associated with the recipient user terminal.

Claims

1. A method, comprising:

receiving, by a controller and from a recipient user terminal of a plurality of user terminals, information identifying designated communication channels and designated times associated with a recipient,

the recipient being associated with the recipient user terminal, and

one or more of the designated communication channels being associated with a corresponding one of the designated times;

storing, by the controller, the information identifying the designated communication channels and the designated times;

receiving, by the controller and from a sender user terminal of the plurality of user terminals, a message designated to be communicated to the recipient associated with the recipient user terminal,

the plurality of user terminals being provided in a communication system,

the plurality of user terminals communicating with each other and the controller via a plurality of communication channels, and

the message being received at a particular time;

posting, by the controller and via a dashboard interface, the message to a discussion to which the message pertains;

determining, by the controller, that the particular time corresponds to one of the designated times;

determining, by the controller, that one of the designated communication channels corresponds to the one of the designated times,

the one of the designated communication channels being identified as a preferred communication channel for the message;

determining, by the controller, an availability and a workload of the recipient associated with the recipient user terminal,

the availability of the recipient associated with the recipient user terminal being determined based on scheduling information for the recipient, and

the workload of the recipient associated with the recipient user terminal being determined based on status tracking information for the recipient; and

selectively distributing, by the controller, the message to the recipient user terminal based on the preferred communication channel, the availability, and the workload of the recipient associated with the recipient user terminal,

selectively distributing the message to the recipient user terminal comprising;

sending the message to the recipient user terminal via the preferred communication channel when the scheduling information indicates that the recipient is available, when the workload for the recipient is not currently excessive, and when the recipient has designated the preferred communication channel; and

sending the message to the recipient user terminal via a default communication channel when the scheduling information indicates that the recipient is available, when the workload for the recipient is not currently excessive, and when the recipient has not designated the preferred communication channel,

the message not being sent to the recipient user terminal when the scheduling information indicates that the recipient is not available or when the workload of the recipient is currently excessive.

2. The method of claim 1, wherein selectively distributing the message to the recipient user terminal comprises:

sending the message to the recipient user terminal via the default communication channel when the scheduling information indicates that the recipient is not available.

3. The method of claim 1, further comprising:

assigning a score to the recipient based on specific tasks assigned to the recipient per a project plan, based on previous messages sent to the recipient, and based on task alignment between subject matter of the previous messages and an assigned task of the recipient;

comparing the score of the recipient with a threshold; and

determining whether the workload of the recipient is currently excessive based on comparing the score of the recipient with the threshold.

4. The method of claim 1, further comprising:

determining whether a response to the message has been received; and

escalating an importance of the message when the response to the message has not been received.

5. The method of claim 4, wherein escalating the importance of the message comprises:

distributing the message to another user terminal, of the plurality of user terminals, associated with a supervisor of the recipient.

6. The method of claim 1, where the preferred communication channel includes one of:

electronic mail,

instant messaging,

short message service (SMS) messaging, or

multimedia messaging service (MMS) messaging.

7. The method of claim 1, where the message includes a plurality of metadata attributes categorized by one or more of a type of communication associated with the message, groups impacted by the message, or a status of the message.

8. A controller, comprising:

a processor to;

receive, from a recipient user terminal of a plurality of user terminals, information identifying designated communication channels and designated times associated with a recipient,

the recipient being associated with the recipient user terminal, and

one or more of the designated communication channels being associated with a corresponding one of the designated times;

store the information identifying the designated communication channels and the designated times;

receive, from a sender user terminal of the plurality of user terminals, a message designated to be communicated to the recipient associated with the recipient user terminal,

the plurality of user terminals being provided in a communication system,

the plurality of user terminals communicating with each other and the controller via a plurality of communication channels, and

the message being received at a particular time;

post, via a dashboard interface, the message to a discussion to which the message pertains;

determine that the particular time corresponds to one of the designated times;

determine that one of the designated communication channels corresponds to the one of the designated times,

the one of the designated communication channels being identified as a preferred communication channel for the message;

determine an availability and a workload of the recipient associated with the recipient user terminal,

the availability of the recipient associated with the recipient user terminal being determined based on scheduling information for the recipient, and

the workload of the recipient associated with the recipient user terminal being determined based on status tracking information for the recipient; and

selectively distribute the message to the recipient user terminal based on the preferred communication channel, the availability, and the workload of the recipient associated with the recipient user terminal,

where the processor, when selectively distributing the message, is to;

send the message to the recipient user terminal via the preferred communication channel when the scheduling information indicates that the recipient is available, when the workload of the recipient is not currently excessive, and when the recipient has designated the preferred communication channel; and

send the message to the recipient user terminal via a default communication channel when the scheduling information indicates that the recipient is available, when the workload of the recipient is not currently excessive, and when the recipient has not designated the preferred communication channel,

 

the message not being sent to the recipient user terminal when the scheduling information indicates that the recipient is not available or when the workload of the recipient is currently excessive.

9. The controller of claim 8, where the processor is further to:

send the message to the recipient user terminal via the default communication channel when the scheduling information indicates that the recipient is not available.

10. The controller of claim 8, where the processor is further to:

assign a score to the recipient based on specific tasks assigned to the recipient per a project plan, based on previous messages sent to the recipient, and based on task alignment between subject matter of the previous messages and an assigned task of the recipient;

compare the score of the recipient with a threshold; and

determine whether the workload of the recipient is currently excessive based on comparing the score of the recipient with the threshold.

11. The controller of claim 8, where the processor is further to:

determine whether a response to the message has been received; and

escalate an importance of the message when the response to the message has not been received.

12. The controller of claim 11, where the processor when escalating the importance of the message, is to:

distribute the message to another user terminal, of the plurality of user terminals, associated with a supervisor of the recipient.

13. The controller of claim 8, where the preferred communication channel includes one of:

electronic mail,

instant messaging,

short message service (SMS) messaging, or

multimedia messaging service (MMS) messaging.

14. The controller of claim 8, where the message includes a plurality of metadata attributes categorized by one or more of a type of communication associated with the message, groups impacted by the message, or a status of the message.

15. A non-transitory computer-readable medium for storing instructions, the instructions comprising:

one or more instructions that, when executed by one or more processors of a device, cause the one or more processors to;

receive, from a recipient user terminal of a plurality of user terminals, information identifying designated communication channels and designated times associated with a recipient,

the recipient being associated with the recipient user terminal, and

one or more of the designated communication channels being associated with a corresponding one of the designated times;

store the information identifying the designated communication channels and the designated times;

receive, from a sender user terminal of the plurality of user terminals, a message designated to be communicated to the recipient associated with the recipient user terminal,

the plurality of user terminals being provided in a communication system,

the plurality of user terminals communicating with each other and the device via a plurality of communication channels, and

the message being received at a particular time;

post, via a dashboard interface, the message to a discussion to which the message pertains;

determine that the particular time corresponds to one of the designated times;

determine that one of the designated communication channels corresponds to the one of the designated times,

the one of the designated communication channels being identified as a preferred communication channel for the message;

determine an availability and a workload of the recipient associated with the recipient user terminal;

the availability of the recipient associated with the recipient user terminal being determined based on scheduling information for the recipient, and

the workload of the recipient associated with the recipient user terminal being determined based on status tracking information for the recipient; and

selectively distribute the message to the recipient user terminal based on the preferred communication channel, the availability, and the workload of the recipient associated with the recipient user terminal,

where the one or more instructions, that cause the one or more processors to selectively distribute the message, cause the one or more processors to;

send the message to the recipient user terminal via the preferred communication channel when the scheduling information indicates that the recipient is available, when the workload of the recipient is not currently excessive, and when the recipient has designated the preferred communication channel, and

send the message to the recipient user terminal via a default communication channel when the scheduling information indicates that the recipient is available, when the workload of the recipient is not currently excessive, and when the recipient has not designated the preferred communication channel, and

 

the message not being sent to the recipient user terminal when the scheduling information indicates that the recipient is not available or when the workload of the recipient is currently excessive.

16. The non-transitory computer-readable medium of claim 15, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

send the message to the recipient user terminal via the default communication channel when the scheduling information indicates that the recipient is not available.

17. The non-transitory computer-readable medium of claim 15, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

assign a score to the recipient based on specific tasks assigned to the recipient per a project plan, based on previous messages sent to the recipient, and based on task alignment between subject matter of the previous messages and an assigned task of the recipient;

compare the score of the recipient with a threshold; and

determine whether the workload of the recipient is currently excessive based on comparing the score of the recipient with the threshold.

18. The non-transitory computer-readable medium of claim 15, where the instructions further comprise:

one or more instructions that, when executed by the one or more processors, cause the one or more processors to;

determine whether a response to the message has been received; and

escalate an importance of the message when the response to the message has not been received.

19. The non-transitory computer-readable medium of claim 18, where the one or more instructions, that cause the one or more processors to escalate the importance of the message, cause the one or more processors to:

distribute the message to another user terminal, of the plurality of user terminals, associated with a supervisor of the recipient.

20. The non-transitory computer-readable medium of claim 15, where the preferred communication channel includes one of:

electronic mail,

instant messaging,

short message service (SMS) messaging, or

multimedia messaging service (MMS) messaging.