Abstract:
A method and computer program product for evaluating response patterns including monitoring a plurality of interactions of a user. A response pattern of the user is defined based upon, at least in part, the plurality of interactions of the user. A response profile of the user is provided based upon, at least in part, the response pattern.

Description:
TECHNICAL FIELD 
       [0001]    This disclosure relates to managing communications and, more particularly, to systems and methods for evaluating response patterns and histories. 
       BACKGROUND 
       [0002]    Email, instant messaging, text messaging, as well as other communications systems that exist today have converged to leave consumers of the technologies with various ways in which they can be contacted or interacted with. However, the many communication systems also provide various ways in which a person can be interrupted. Interruptions by way of mail, IM, SMS, telephone, calendar invites, e-meetings, voice mail, organizational web conferences, cellular, and so on, are hugely time consuming and are oftentimes a nuisance for those who wish to concentrate on a task, or manage their day in relation to tasks they want to get done. 
         [0003]    In an attempt to manage interruptions, a person may choose to ignore various communications attempts, for example from people or on subjects they deem less important than the task at hand. For example, a user may receive an email from an unknown sender. Because the sender is unknown, the user may regard the email as less important than a current project. Unfortunately, once the email has been ignored, it may also be forgotten. 
       SUMMARY OF DISCLOSURE 
       [0004]    In a first implementation, a method includes monitoring a plurality of interactions of a user. A response pattern of the user is defined based upon, at least in part, the plurality of interactions of the user. A response profile of the user is provided based upon, at least in part, the response pattern of the user. 
         [0005]    One or more of the following features may be included. The plurality of interactions may include interactions on one or more communication channel. The plurality of interactions may include one or more of emails, instant messages, text messages, voice communications, and scheduled meetings. 
         [0006]    The response pattern of the user may be based upon, at least in part, one or more communications sent to the user. Similarly, the response pattern of the user may be based upon, at least in part, one or more communications originated by the user. 
         [0007]    Providing the response profile of the user may include providing the response profile to the user. Additionally, providing the response profile of the user may include providing the response profile to a third party. 
         [0008]    The response profile of the user may include a number of communications not responded to. Further, the response profile of the user may include an average time for responding to communications. The response profile of the user may include information about a plurality of communication channels. 
         [0009]    According to another implementation, a computer program product resides on a computer readable medium and has a plurality of instructions stored thereon. When executed by a processor, the instructions cause the processor to perform operations including monitoring a plurality of interactions of a user. A response pattern of the user is defined based upon, at least in part, the plurality of interactions of the user. A response profile of the user is provided based upon, at least in part, the response pattern of the user. 
         [0010]    One or more of the following features may be included. The plurality of interactions may include interactions on one or more communication channel. The plurality of interactions may include one or more of emails, instant messages, text messages, voice communications, and scheduled meetings. 
         [0011]    The response pattern of the user may be based upon, at least in part, one or more communications sent to the user. Similarly, the response pattern of the user may be based upon, at least in part, one or more communications originated by the user. 
         [0012]    The instructions for providing the response profile of the user may include instructions for providing the response profile to the user. Similarly, the instructions for providing the response profile of the user may include instructions for providing the response profile to a third party. 
         [0013]    The response profile of the user may include a number of communications not responded to. Further, the response profile of the user includes an average time for responding to communications. The response profile of the user may include information about a plurality of communication channels. 
         [0014]    The details of one or more implementations are set forth in the accompanying drawings and the description below. Other features and advantages will become apparent from the description, the drawings, and the claims. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0015]      FIG. 1  is a diagrammatic view of an interaction tracking process and an relationship application coupled to a distributed computing network. 
           [0016]      FIG. 2  is a flowchart of a process executed by the interaction tracking process of  FIG. 1 . 
           [0017]      FIG. 3  shows a display screen rendered by the interaction tracking process and/or a relationship application of  FIG. 1 . 
           [0018]      FIG. 4  shows a display screen rendered by the interaction tracking process and/or a relationship application of  FIG. 1 . 
           [0019]      FIG. 5  shows a display screen rendered by the interaction tracking process and/or a relationship application of  FIG. 1 . 
           [0020]      FIG. 6  shows a display screen rendered by the interaction tracking process and/or a relationship application of  FIG. 1 . 
           [0021]      FIG. 7  shows a display screen rendered by the interaction tracking process and/or a relationship application of  FIG. 1 . 
           [0022]      FIG. 8  shows a display screen rendered by the interaction tracking process and/or a relationship application of  FIG. 1 . 
           [0023]      FIG. 9  shows a user interface screen rendered by the interaction tracking process of  FIG. 1 . 
       
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     System Overview: 
       [0024]    Referring to  FIG. 1 , there is shown interaction tracking process  10  that may reside on and may be executed by server computer  12 , which may be connected to network  14  (e.g., the Internet or a local area network). Examples of server computer  12  may include, but are not limited to: a personal computer, a server computer, a series of server computers, a mini computer, and a mainframe computer. Server computer  12  may be a web server (or a series of servers) running a network operating system, examples of which may include but are not limited to: Microsoft Windows XP Server™; Novell Netware™; or Redhat Linux™, for example. Alternatively, interaction tracking process  10  may reside on and be executed, in whole or in part, by a client electronic device, such as a personal computer, notebook computer, personal digital assistant, or the like. 
         [0025]    As will be discussed below in greater detail, interaction tracking process  10  may monitor a plurality of interactions of a user. Interaction tracking process  10  may define a response pattern of the user based upon, at least in part, the plurality of interactions of the user. A response profile of the user may be provided based upon, at least in part, the response pattern of the user. Interaction tracking process  10  may provide the user and/or one or more third parties with information relating to the user&#39;s response patterns concerning one or more interactions (e.g., within a single communication channel and/or across multiple communication channels). For example, interaction tracking process  10  may provide information relating to the number of un-responded to communications of the user, and an average time for responding to communications, as well as other information regarding the user&#39;s response patterns. 
         [0026]    The instruction sets and subroutines of interaction tracking process  10 , which may be stored on storage device  16  coupled to server computer  12 , may be executed by one or more processors (not shown) and one or more memory architectures (not shown) incorporated into server computer  12 . Storage device  16  may include but is not limited to: a hard disk drive; a tape drive; an optical drive; a RAID array; a random access memory (RAM); and a read-only memory (ROM). 
         [0027]    Server computer  12  may execute a web server application, examples of which may include but are not limited to: Microsoft IIS™, Novell Webserver™, or Apache Webserver™, that allows for HTTP (i.e., HyperText Transfer Protocol) access to server computer  12  via network  14 . Network  14  may be connected to one or more secondary networks (e.g., network  18 ), examples of which may include but are not limited to: a local area network; a wide area network; or an intranet, for example. 
         [0028]    Server computer  12  may execute one or more relationship server applications, e.g., relationship server application  20 . Examples of relationship server application  20  may include, but are not limited to, email server applications, which may include scheduling/calendaring modules or applications (e.g., Lotus Domino™ Server and Microsoft Exchange™ Server), instant messaging server applications (e.g., IBM Lotus Sametime™, Microsoft Office Live Communications Server™, Jabber XCP™, and AOL Instant Messenger™), voice over IP server applications or PBX telephone systems, and text messaging application (e.g., SMS, or short message service, applications). Relationship server application  20  may interact with relationship client applications  22 ,  24 ,  26 ,  28 , examples of which may include, but are not limited to, email client applications that may include scheduling/calendaring modules or applications (e.g., Lotus Notes™ and Microsoft Outlook™), instant messaging client applications (e.g., AOL Instant Messenger™, IBM Lotus Sametime™, Google Talk™), voice over IP client applications, softphone applications, text messaging (SMS, or short message service) client applications. Interaction tracking process  10  may be a stand alone application that interfaces with relationship server application  20  or may be an applet/application that is executed within relationship server application  20 . 
         [0029]    The instruction sets and subroutines of relationship server application  20 , which may be stored on storage device  16  coupled to server computer  12  may be executed by one or more processors (not shown) and one or more memory architectures (not shown) incorporated into server computer  12 . 
         [0030]    As mentioned above, in addition/as an alternative to being a server-side application residing on server computer  12 , the interaction tracking process may be a client-side application (not shown) residing on one or more storage device (e.g., stored on storage device  30 ,  32 ,  34 ,  36 ) coupled to one or more client electronic device (e.g., client electronic devices  38 ,  40 ,  42 ,  44 , respectively). As such, the interaction tracking process may be a stand alone application that interfaces with an application (e.g., relationship client applications  22 ,  24 ,  26 ,  28 ), or may be an applet/application that is executed within an application (e.g., relationship client applications  22 ,  24 ,  26 ,  28 ). As such, the interaction tracking process may be a client-side process, a server-side process, or a hybrid client-side/server-side process, which may be executed, in whole or in part, by server computer  12 , or one or more of client electronic device  38 ,  40 ,  42 ,  44 . 
         [0031]    The instruction sets and subroutines of relationship client applications  22 ,  24 ,  26 ,  28 , which may be stored on storage devices  30 ,  32 ,  34 ,  36  (respectively) coupled to client electronic devices  38 ,  40 ,  42 ,  44  (respectively), may be executed by one or more processors (not shown) and one or more memory architectures (not shown) incorporated into client electronic devices  38 ,  40 ,  42 ,  44  (respectively). Storage devices  30 ,  32 ,  34 ,  36  may include but are not limited to: hard disk drives; tape drives; optical drives; RAID arrays; random access memories (RAM); read-only memories (ROM), compact flash (CF) storage devices, secure digital (SD) storage devices, and memory stick storage devices. Examples of client electronic devices devices  38 ,  40 ,  42 ,  44  may include, but are not limited to, personal computer  38 , laptop computer  40 , personal digital assistant  42 . notebook computer  44 , a data-enabled, cellular telephone (not shown), and a dedicated network device (not shown), for example. Using relationship client applications  22 ,  24 ,  26 ,  28 , users  46 ,  48 ,  50 ,  52  may, for example, access interaction server application  20  and may, e.g., conduct email communications, schedule/manage calendar events, conduct instant messaging communications, conduct voice communications, browse the internet, and the like. 
         [0032]    Users  46 ,  48 ,  50 ,  52  may access relationship server application  20  directly through the device on which the client application (e.g., relationship client applications  22 ,  24 ,  26 ,  28 ) is executed, namely client electronic devices  38 ,  40 ,  42 ,  44 , for example. Users  46 ,  48 ,  50 ,  52  may access relationship server application  20  directly through network  14  or through secondary network  18 . Further, server computer  12  (i.e., the computer on which relationship server application  20  is executed) may be connected to network  14  through secondary network  18 , as illustrated with phantom link line  54 . 
         [0033]    The various client electronic devices may be directly or indirectly coupled to network  14  (or network  18 ). For example, personal computer  38  is shown directly coupled to network  14  via a hardwired network connection. Further, notebook computer  44  is shown directly coupled to network  18  via a hardwired network connection. Laptop computer  40  is shown wirelessly coupled to network  14  via wireless communication channel  56  established between laptop computer  40  and wireless access point (i.e., WAP)  58 , which is shown directly coupled to network  14 . WAP  58  may be, for example, an IEEE 802.11a, 802.11b, 802.11g, Wi-Fi, and/or Bluetooth device that is capable of establishing wireless communication channel  56  between laptop computer  40  and WAP  58 . Personal digital assistant  42  is shown wirelessly coupled to network  14  via wireless communication channel  60  established between personal digital assistant  42  and cellular network/bridge  62 , which is shown directly coupled to network  14 . 
         [0034]    As is known in the art, all of the IEEE 802.11x specifications may use Ethernet protocol and carrier sense multiple access with collision avoidance (i.e., CSMA/CA) for path sharing. The various 802.11x specifications may use phase-shift keying (i.e., PSK) modulation or complementary code keying (i.e., CCK) modulation, for example. As is known in the art, Bluetooth is a telecommunications industry specification that allows e.g., mobile phones, computers, and personal digital assistants to be interconnected using a short-range wireless connection. 
         [0035]    Client electronic devices  38 ,  40 ,  42 ,  44  may each execute an operating system, examples of which may include but are not limited to Microsoft Windows™, Microsoft Windows CE™, Redhat Linux™, or a custom operating system. 
       The Interaction Tracking Process: 
       [0036]    Referring also to  FIG. 2 , interaction tracking process  10  may monitor  100  a plurality of interactions of a user. Additionally, interaction tracking process may define  102  a response pattern for the user based upon, at least in part, the plurality of interactions of the user. Interaction tracking process may also provide  104  a response profile based upon, at least in part, the response pattern of the user. As such, interaction tracking process  10  may allow various characteristics to be determined regarding the interactions of the user. For example, the user may be able to determine how many communications have been received from a third party, but have not been responded to, the average response time to communications received by the user, as well as various other information relating to interactions of the user. 
         [0037]    For example, user  46  may have a plurality of interactions with one or more other users (e.g., users  48 ,  50 ,  52 ) using various relationship applications (e.g., relationship client applications  22 ,  24 ,  26 ,  28  and/or relationship server application  20 ). The plurality of interactions may include interactions on one or more communication channel, e.g., using relationship client application  22 . The interactions may include one or more of emails, instant messages, text messages, voice communications, and scheduled meetings. 
         [0038]    The response pattern of the user may be based upon, at least in part, one or more communications sent to the user. For example, user  46  may receive an instant message from user  48 . Referring also to  FIG. 3 , instant messaging display window  150  may be rendered by instant messaging client application  22  and/or interaction tracking process  10 . Instant messaging display window  150  displaying an instant message received from user  48 . Instant messaging display window  150  may include user  48 &#39;s instant messaging identification (i.e., user  48 -IM). Interaction tracking process  10  and/or the instant messaging client application (e.g., relationship client application  22 ) may also provide  104  a response profile for user  46 , e.g., as response profile popup  152 , which may be displayed when user  46  positions onscreen pointer  154  on instant messaging display window  150  using a pointing device (e.g., a mouse; not shown). Response profile popup  152  may be displayed automatically (e.g., in the form of a hover-over popup) when onscreen pointer  154  is positioned anywhere on instant messaging display window  150 , or may be rendered in response to an action by user  46  (e.g., right clicking on one or more portions of instant messaging display window  150 ). 
         [0039]    The response profile may include a number of communications not responded to. Continuing with the above stated example, user  46  may have previously received three instant messages from user  48 , to which user  46  did not respond. Interaction tracing process  10  may have monitored  100  the interactions of user  46  (e.g., including the un-responded to instant messages from user  48 ). Interaction tracking process  10  may define  102  a response pattern for user  46  including the number of un-responded to instant messages from user  48 . Response profile popup  152  may include response profile fields, including un-answered field  156 . Un-answered field  156  may display the number of communications received by user  48  that user  46  has not responded to (i.e., three un-responded to instant messages). Interaction tracking process  10  may, in the foregoing manner provide  104  user  46  with a response profile based upon, at least in part, user  46 &#39;s response pattern, and appraise user  46  that he has received three instant messages from user  48  that have not been responded to. 
         [0040]    The pattern of un-responded to instant messages from user  48  may be an intentional decision by user  46 , or may have been inadvertent. For example, user  46  may have received each of the previous instant messages from user  48  at a time when it was inconvenient to respond. Despite intending to respond at a later time, once the instant messages were ignored, user  46  may have forgotten about them. As such user  46  may have established an inadvertent pattern of not responding to instant messages from user  48 . Once being appraised of the number of un-responded to instant messages (e.g., by response profile popup  152 ), user  46  may make an informed decision of whether to ignore yet another instant message from user  48  or to take the time to respond, thereby breaking the pattern of ignoring instant message attempts by user  48 . 
         [0041]    Interaction tracking process  10  may also provide  104  a response profile of a user to a third party. Continuing with the above stated example, and referring also to  FIG. 4 , user  46  may intend to send an email to user  52 , e.g., using email creation window  200  rendered by an email client application (e.g., relationship client application  22 ). In creating the email, user  46  may enter user  52 &#39;s email address (e.g., user  52 ). In response to entering user  52 &#39;s email address (i.e., user  52 ), right-clicking on user  52 &#39;s email address, or the like, interaction tracking process  10  and/or the email client application may render response profile popup  202 , providing  104  a user response profile of user  52  to user  46 . 
         [0042]    The response profile for user  52  provided  104  by interaction tracking process  10  may be based upon, at least in part, a response pattern defined  102  for user  52 , which may be based upon, at least in part, one or more communications originated by user  52 . Continuing with the above stated example, response profile popup  202  rendered by the email client application and/or interaction tracking process  10  may include un-answered field  204  and response time field  206 . Response profile popup  202  may indicate that user  52  has received one un-answered communication, e.g., in un-answered field  204 . Response profile popup  202  may also indicate that the average response time of user  52  is ten hours. 
         [0043]    Based upon the response profile provided  104  for user  52  (e.g., in response profile popup  202 ) user  46  may know that user  52  has received one communication that has not been answered, and that user  52 &#39;s average time for responding to a communication is ten hours. Based upon this information, user  46  may evaluate and/or reconsider his attempt to email user  52 . For example, if user  46  intends to contact user  52  regarding an immediately pending matter, user  46  may decide that the ten hour average response time for user  52  is too long, and may, for example, call user  52 , or attempt communication by a different means. 
         [0044]    Interaction tracking process  10  may provide  104  a user response profile that includes information regarding a user response pattern defined  102  for a plurality of communication channels. Continuing with the above stated example, and referring also to  FIG. 5 , interaction tracking process  10  may provide an indication that information regarding user  52 &#39;s response profile includes information regarding more than one communication channel. For example, un-answered field  204  and response time field  206  may include expansion features (e.g., down arrows  208 ,  210 , respectively). User  46  may select down arrow  210  of response time field  206  using onscreen pointer  154  controlled by the pointing device. Selecting down arrow  210  may result in interaction tracking process  10  and/or the email client application rendering response time details popup  212 , which may provide additional information. 
         [0045]    Continuing with the above-stated example, response time details popup  212  may include a plurality of communications channels, e.g., including “email”, “instant messaging”, and “voice”, for example. Response time details popup  212  may indicate that user  52  has an average response time of 20 hours for email, one hour for instant messaging, and nine hours for voice calls, giving an average of ten hours for the three communication channels. Based upon, at least in part, this information, user  46  may proceed with sending user  52  an email, or if more immediate response is required, may choose to send and instant message or place a voice call. Various other communication channels may also be considered by interaction tracking process  10 , e.g., in details popup  212 . 
         [0046]    Providing  104  the user response profile may additionally/alternatively include providing a user response profile reflecting the user&#39;s response patterns over time. Further, in addition/as an alternative to text based presentation, interaction tracking process  10  may provide  104  the user response profile via graphical presentation. For example, and referring also to  FIG. 6 , from email creation window  200 , user  46  may right-click on user  52 ′ email address (i.e., user  52 ). Right-clicking on user  52  may result in interaction tracking process  10  and/or the email client application (e.g., relationship client application) rendering response history graph  214 . 
         [0047]    Via response history graph  214 , interaction tracking process  10  may provide  104  user  52 &#39;s response profile over time. For example, trend  216  may reflect user  52 &#39;s overall response pattern across all communication channels (e.g., email, instant messaging, text messages, and the like). As indicated by trend  216 , user  52  may have exhibited a relatively poor response history for the months of January and February, but may have exhibited greater responsiveness in the month of March. As such, the provided  104  user response profile may indicate changes in user responsiveness over time (i.e., changes in response patterns). The responsiveness indicated by trend  216  may be based upon, for example, one or more of ratio of received to answered communications, average time for responding to a communication, as well as any various other metric indicative of responsiveness. 
         [0048]    In addition to trend  216 , reflecting user  52 &#39;s overall response pattern, response history graph  214  may include, for example, trends  218 ,  220 ,  222  respectively indicating user  52 &#39;s response pattern for various communication channels (e.g., email, instant messaging, and voice communications). For example, while trend  216  may indicate a pattern of relatively poor response during the months of January and February, trends  218 ,  220 ,  222  may indicate that the relatively poor overall response history may be based on comparatively very low responsiveness for email, with greater responsiveness for instant messaging and voice communications. User  46  may, for example, use the information relating to user  52 &#39;s response patterns to choose a desired communication channel for communicating with user  52 . 
         [0049]    While the granularity of response history graph  214  is shown at the month level, more detailed (e.g., week, day, hour, etc.) information may be displayed. For example, and referring also to  FIG. 7 , user  46  may select, via onscreen pointer  154 , resolution drop down  224 . Selecting resolution drop down  224  may result in interaction tracking process  10  and/or relationship client application  22  (e.g., which may be an email client application) rendering resolution menu  226 . Resolution menu  226  may include one or more resolution options, namely “month”, “week”, “day”, “hour”. User  46  may select, via onscreen pointer  154  a desired resolution for response history graph  214  resulting in interaction tracking process  10  and/or relationship client application  22  rendering response history graph  214  in the selected resolution. 
         [0050]    Additionally, providing  104  a user response profile may include providing the user response profile with respect to all interactions, or with respect to interactions with one or more specified users. For example, and referring also to  FIG. 8 , in addition/as an alternative to trends  216 ,  218 ,  220 ,  222 , response history graph  214  may include trend  228  indicating user  52 &#39;s responsiveness to communications from user  46 . As shown, despite relatively poor responsiveness during the months of January and February, user  52  may have been consistently responsive to communications from user  46 . Response history graph  214  may be adapted to show greater resolution in terms of user  52 &#39;s responsiveness to various other users. For example, while not shown, response history graph  214  may include trends indicating user  52 &#39;s responsiveness to a plurality of selected and/or predefined users. 
         [0051]    Interaction tracking process  10  may provide  104  the user response profile based upon, at least in part, user response pattern data, e.g., which may be aggregated in a centralized system (e.g., response database  64  residing on server computer  12 ). Response database  64  may be responsive to web services requests for interaction data. Continuing with the above-stated example, when user  46 , e.g., right-clicks on user  52 &#39;s email address, interaction tracking process  10  and/or relationship client application  22  may issue a web services request to response database  64 . Interaction tracking process  10  and/or relationship client application  22  may provide  104  the user response profile (e.g., in the form of response profile popup  202  or response history graph  214 ) based upon response pattern data provided from response database  64  in response to the web services request. 
         [0052]    Providing  104  the response profile to a third party may include providing  104  the response profile to a user such as an administrator, manager, or the like. For example, and referring also to  FIG. 9 , interaction tracking process  10  may provide (e.g., in conjunction with an application such as a web browser) user interface screen  250 . Via user interface screen  250 , interaction tracking process  10  provide  104  a response profile or one or more other users. User interface screen  250  may include user list  252 . A user, e.g., user  46 , may add one or more users to user list  252 , for example, by selecting, via onscreen pointer  154 , “add” button  254 . Selecting “add” button  254  may result in interaction tracking process  10  rendering user selection menu  256 , including a listing of users (namely, user  46 , user  48 , user  50 , user  52 ). Via user selection menu  256 , user  46  may add one or more users to user list  252  (e.g., user  48  and user  50 ). 
         [0053]    Once the desired users have been added to user list  252 , user  46  may select “track responsiveness” button  258 . Selecting “track” button  258  may result in interaction tracking process  10  rendering responsiveness chart  260 . Responsiveness chart  260  may be based upon, at least in part, response pattern data (e.g., residing in response database  64 ), which may be received in response to a web services request for response pattern data for the selected user. Similar to previously discussed aspects, responsiveness chart  260  may include one or more trend lines (e.g., trend lines  262 ,  264 ) indicative of the responsiveness of each selected user (e.g., user  48  and user  50 ). In addition/as an alternative to responsiveness chart  260 , data relating to user responsiveness may be presented in a text format and/or a combination of graphics and text. 
         [0054]    A number of implementations have been described. Nevertheless, it will be understood that various modifications may be made. Accordingly, other implementations are within the scope of the following claims.