Enforcing template completion when publishing to a content management system

• US 20040103089A1
• Filed: 11/27/2002
• Published: 05/27/2004
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Bell, Randy, Forrester, Audrey, Lane, David P., Ringo, Timothy, Wong, Sevasti, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Lian, Elizabeth H., Farrell, Daniel C., Reid, Gregory S.
• Granted Patent: US 7,395,499 B2
• Time in Patent Office: Days
• US Class Current: 707/3
• 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 for enforcing template usage when entering a content item into a content management system, comprising:

providing a plurality of content authoring templates;

categorizing the content item as a content type;

choosing for a user a set of templates from the plurality of content authoring templates, wherein the set is chosen based on the content type; and

presenting the set of templates to the user to describe the content item.

2. The method from claim 1, wherein categorizing is based on a position of the content item within a content taxonomy.

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

4. 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.

5. 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.

6. A method for enforcing template usage when entering a content item into a content management system, comprising:

providing a plurality of content authoring templates;

creating at least a first set of templates and a second set of templates from the plurality of content authoring templates;

categorizing the content item as a content type; and

presenting to the user, based on the content type, either the first set or the second set of templates to describe the content item.

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

8. 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.

9. The method from claim 6, 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.

10. A system for enforcing template usage when entering a content item into a content management system, comprising:

a plurality of content authoring templates;

a categorizer for categorizing the content item as a content type;

a choosing unit for choosing for a user a set of templates from the plurality of content authoring templates, wherein the set is chosen based on the content type; and

a presenter for presenting the set of templates to the user to describe the content item.

11. The system from claim 10, wherein categorizing is based on a position of the content item within a content taxonomy.

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

13. The system from claim 12, wherein the workflow comprises a series of steps for content authoring, and wherein the series of steps are scheduled and executed using user tasks.

14. The system from claim 10, 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.

15. A system for enforcing template usage when entering a content item into a content management system, comprising:

a plurality of content authoring templates;

a creation unit for creating at least a first set of templates and a second set of templates from the plurality of content authoring templates;

a categorizer for categorizing the content item as a content type; and

a presenter for presenting to the user, based on the content type, either the first set or the second set of templates to describe the content item.

16. The system from claim 15, wherein there is at least one common template between the first set and the second set of templates.

17. The system from claim 15, 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.

18. The system from claim 15, 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.

19. A computer program on a computer readable medium, for execution by a computer to enforce template usage when entering a content item into a content management system, the computer program comprising:

a code segment for providing a plurality of content authoring templates;

categorizing the content item as a content type;

a code segment for choosing for a user a set of templates from the plurality of content authoring templates, wherein the set is chosen based on the content type; and

a code segment for presenting the set of templates to the user to describe the content item.

20. The computer program from claim 19, wherein categorizing is based on a position of the content item within a content taxonomy.

21. The computer program from claim 19, further comprising a code segment for using a pre-defined content authoring workflow, for enforcing full completion of the chosen set of templates.

22. The computer program from claim 21, wherein the workflow comprises a series of steps for content authoring, and wherein the series of steps are scheduled and executed using user tasks.

23. The computer program from claim 19, 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.

24. A computer program on a computer readable medium, for execution by a computer to enforce template usage when entering a content item into a content management system, comprising:

a code segment for providing a plurality of content authoring templates;

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;

a code segment for categorizing the content item as a content type; and

a code segment for presenting to the user, based on the content type, either the first set or the second set of templates to describe the content item.

25. The computer program from claim 24, wherein there is at least one common template between the first set and the second set of templates.

26. The computer program from claim 24, 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.

27. The computer program from claim 24, 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.