Consumer feedback in content management systems
First Claim
1. A method of managing consumer feedback in an electronic content management system, comprising:
- receiving feedback from a consumer regarding published content;
storing said feedback;
sending a response message to said consumer in response to said feedback;
determining whether escalation of said feedback is needed; and
routing said feedback, if escalation is needed, to a personnel responsible for said published content in order to close a loop between said personnel responsible for said published content and said consumer.
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Accused Products
Abstract
Method and system are disclosed for managing consumer feedback in an electronic content management system. The method and system of the invention includes a mechanism for consumers to provide feedback regarding the content that is published. The feedback is routed to the appropriate personnel responsible for publishing the content. In this way, the disconnect between what the consumer would like to see or cares about and the content that is published is closed. In addition, the consumer feedback triggers monitoring of the consumers content accessing activity, which allows the consumers consumption pattern to be tracked on an individual basis. This information may then be used to better define the content that get published in order to match the consumer'"'"'s interests.
91 Citations
20 Claims
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1. A method of managing consumer feedback in an electronic content management system, comprising:
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receiving feedback from a consumer regarding published content;
storing said feedback;
sending a response message to said consumer in response to said feedback;
determining whether escalation of said feedback is needed; and
routing said feedback, if escalation is needed, to a personnel responsible for said published content in order to close a loop between said personnel responsible for said published content and said consumer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A user interface for managing consumer feedback in an electronic content management system, comprising:
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a feedback form including a plurality of fields for capturing personal information about a consumer along with a feedback provided by said consumer regarding published content;
a feedback processing form including a plurality of fields for specifying a feedback type of said feedback from said feedback form, generating a response message to said feedback, and identifying a personnel responsible for said published content, said feedback processing form capable of causing said response message to be sent to said consumer and said feedback to be forwarded to said personnel responsible for said published content. - View Dependent Claims (10, 11, 12, 13)
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14. A method of managing consumer feedback in an electronic content management system, comprising:
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receiving feedback from a consumer regarding published content;
parsing the consumer personal information from said feedback;
storing said consumer personal information and said feedback in said electronic content management system;
monitoring all content accessing activity of said consumer using said consumer personal information in order to track a consumption pattern of said consumer;
sending a response message to said consumer in response to said feedback;
determining whether escalation of said feedback is needed; and
routing said feedback, if escalation is needed, to a personnel responsible for said published content in order to close a loop between said personnel responsible for said published content and said consumer. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification