Abstract:
A system for interactively displaying and distributing information. The information may relate to consumer products, any type of article of commerce, marketing and advertising layouts, floor plans, planograms or any other type of information that is capable of being illustrated graphically. A consumer engages in an Interactive Information Session with an attendant, such a help desk attendant. During the Interactive Information Session, the attendant and consumer see synchronized displays of images or animations of the information, which may be manipulated by either one of them. The attendant and the user can communicate interactively by voice or text during at least part of the Interactive Information Session. In another embodiment, two or more users of a system according to the invention can collaboratively design a product, marketing or advertising layouts, planograms, floor plans or other graphical information in an Interactive Design Session. During the session one of the users controls the design at any time. Different users may have control at different times. The users can engage in interactive voice or text communications during at least part of the Interactive Design Session.

Description:
FIELD OF THE INVENTION 
     This invention relates to computer network based systems for interactively disseminating information and for collaborative designing products. The invention may be used to interactively share information about products, marketing and advertising displays and many other types of information. The invention may also be used by two or more people to collaboratively design a product, product display or marketing or advertising system. 
     BACKGROUND OF THE INVENTION 
     The design and development of consumer and other products is conducted on increasingly short timelines. At the same time these products are increasingly complex and customized for different markets and users. For example, some athletic shoes are customized for different geographic markets in different color combinations. Shoe manufacturers build numerous prototype shoes in the different color combination for each market and provide the appropriate prototype to potential retail vendors in each market. The retail vendors comment on the color combination and the manufacturer and vendors may modify and make new prototypes before a final color combination is chosen for a particular market. This iterative approach relies on making and distributing physical prototypes and is both costly and time consuming. The problem is exacerbated if there are several potential retail vendors participating in the design of a product for a particular market. Even where a vendor does not participate in the actual design of products, the vendor may wish to see a sample of the product before the vendor will agree to sell it. The cost of making numerous customized prototypes can be high. 
     Accordingly, there is a need for an improved system that allows information about new products to be delivered to potential retail vendors and other potential purchasers of the products. In addition, there is a need for a system that improves the ability of manufacturers and product vendors and others to collaboratively design or develop a product. 
     Consumers often wish to obtain information about a product prior to, during and after purchasing a product. Consumers may need this information to make an informed purchasing decision. Many consumer and other products are sold with instructions for the assembly or use of the product. In many cases, a consumer may require additional information to complete the assembly of the product or to use the product. In addition, a product supplier (or manufacturer) may find it necessary or desirable to revise the information included with a product or to supplement this information with additional instructions. Some suppliers provide an automated information service (typically on a website) that allows a consumer to download such additional information. Such a system allows a consumer to obtain only limited and pre-determined or pre-recorded information. In other cases, a supplier may provide a help desk service allowing consumers to contact a help desk attendant, who can speak to the consumer to help them with a product assembly or use problem. Such a system is deficient in that it provides only for spoken communication between the consumer and the attendant. There is a need for an improved system for providing information to consumers. 
     The same deficiencies exist in design and collaboration tools available to advertise and market products. For example, businesses that operate multiple retail outlets often prefer to organize some or all of the outlets in a similar manner to allow consumers to become familiar with the store layout and to promote product awareness and sales based on product placement within the store. Presently, such “planograms” of the layout of product displays are exchanged between those who design the planogram and those who implement it in a particular retail outlet. Collaboration between such persons is complicated and slowed. There is a need for an improved system for collaboratively designing and for disseminating such marketing and advertising information. 
     SUMMARY OF THE INVENTION 
     The present invention provides a system for distributing information about products from to consumers or other persons interested in the products. 
     The term “consumer” is used generically herein to describe a person who may have an interest in learning about a product. In addition to a typical consumer of a product, such persons may include employees responsible for stocking product in shelves according to a planogram, suppliers of components of products or equipment used to display or market products, managers responsible for designing products and marketing programs for products and various other persons who have an interest in the products. 
     The term “product” is used generically herein to refer to any device, product, system, arrangement or service that could be advertised, displayed or collaboratively designed using one or more graphical images. For example, the term product includes a planogram, floor plan, a consumer product and any other article of commerce. 
     The invention may be used to distribute information that may be illustrated graphically using two-dimensional (2D) or three-dimensional (3D) graphical images. The information that is distributed may related to any device, product, system, arrangement or service that may be illustrated graphically. For example, any physical retail or consumer product is appropriate. The invention may be used with facilities such as hotel rooms, banquet halls to illustrate their appearance or design. The invention may also be used to illustrate the operation of machinery or equipment. The graphic images may be two-dimensional, three-dimensional or moving images such as video clips or animations. The images may be photographs, drawings, architectural plans, models or any other type of graphical rendition. 
     In a first embodiment, the present invention provides a system and methods for conducting an interactive information session. The interactive information session typically includes a consumer seeking information about a product and an attendant who provides information to the consumer. 
     The supplier assembles product data about the product and records the product data in a product database in a system server. The product data may include graphic, video, audio, text and other information about the product. In some embodiments, the product data includes at least one 3D graphic image of the product. In other embodiments, the product data includes at least one 2D graphic image of the product. Other embodiments may include numerous 2D and 3D graphic images of the product. The product data may also include information about optional components that may be used with the product or other optional aspects such as different color schemes, layout options, sizing considerations, etc. 
     The consumer uses a consumer computer to participate in the interactive information session. Similarly, the attendant uses an attendant computer to participate in the interactive information session. When the interactive information session is initiated, the product data is transmitted from the system server to the consumer computer and to the attendant computer. Consumer client software operating on the consumer computer is used to display or playback the product data on the consumer computer. Attendant client software operating on the attendant computer is used to display or playback the product data on the attendant computer. The display or playback of the product data on the consumer and attendant computers is synchronized. The product data includes initial display instructions which describe the parts of the product data are to displayed when the product is first transmitted to a consumer or attendant computer and how those parts are to be displayed. 
     At least one interactive communication link is also established between the consumer computer and the attendant computer. The interactive communication link may be a voice chat session or a text chat session. The interactive communication link is operative at least during portions of the interactive information session to permit the consumer and the attendant to participate in live interactive communication with each other. 
     The consumer and the attendant participating in an interactive information session may be referred to as “participants” in the session. One of the participants is in control of the interactive information session at any particular time. That person is the “controller” of the session and the controller&#39;s computer is designated the controlling computer. The other person is a “viewer” of the session and the viewer&#39;s computer is designated the viewing computer. 
     The controller is able to control and manipulate the display and playback of the product data on the controlling computer. For example, the controller may manipulate two dimensional or three dimensional images displayed on the controlling computer, initiate and control the playback of pre-recorded information and annotate displayed images. When the controller performs any such manipulation or control activity, or while the controller performs a manipulation, an Update Message is transmitted from the controlling computer to the system server describing the manipulation or control activity. 
     The system server transmits a corresponding Update Message to the viewing computer. The Update Message transmitted to viewing computer may be identical to or may be a version of the Update Message received from the controlling computer. The viewing computer is responsive to the Update Message to change the display or playback of the product data on the viewing computer to correspond to described manipulation or control activity. In this way, the display or playback of the product on the controlling and viewing computers is kept generally synchronized. 
     For example, if the controller has a 3D image of the product displayed on the controlling computer and manipulates the camera position from which the image is displayed, a Camera Position Update message, which is one type of Update Message, is transmitted from the controlling computer to the system server and then to the viewing computer. The Camera Position Update message indicates the new camera position and may include additional information such as the time period over which the viewing computer should display the transition from the previous camera position to the new camera position. On the viewing computer, the client software updates the display of the image to correspond to the new camera position. If the transition from the old camera position to the new camera position is to be animated, an animation is calculated and displayed at the viewing computer. The comparatively computation and data intensive activities of calculating and displaying the animation are performed entirely at the viewing computer in response to the comparatively lightweight Camera Position Update message. As a result, it is possible to keep the display of the image on the controlling computer and the viewing computer generally synchronized without substantial latency between them. If the controller conducts a manipulation of the image over an extended time, then a series of Camera Position Update messages, spaced apart in time by an update period may be sent during the manipulation. A Camera Position Update message is also sent at the end of the manipulation. A skilled person will be able to select an update period that provides sufficient synchronization between the controlling and the viewing computers. 
     The attendant and the consumer may change roles as controller and viewer. In some embodiments, one of them may be able to designate who will be the controller and who will be the viewer. In other embodiments, either of them may be permitted to take control of the interactive information session. 
     An interactive information session may include any number of consumers and at least one attendant. Any one of the participants in such an interactive information session may be the controller of the session. The remaining participants are viewers of the session. When the controller manipulates the product displayed on the controller&#39;s computer, and Update Message is transmitted from the controller&#39;s computer to the system server. The system server then propagates a corresponding Update Message to all of the viewing computers. This allows all of the participants in an interactive information session to effectively view the same product data that is displayed on the controlling computer. 
     In another embodiment of the invention, two or more users are able to participate in an interactive product design session. Each user operates a user computer that receives product data from a system server. At any time, one user is in control of the product design session and is able to manipulate the display or playback of the product data. That use is the controller of the interactive product design session and that user&#39;s computer is the controlling computer. In this embodiment, the product data may also include alternative or optional configurations and optional components for the product. The controller may select between the alternative configurations and may choose to include or exclude optional configurations or components. The controller may also be permitted to change other aspects of the design, such as the color of various parts of the product, the choice of materials, etc. As the controller changes the product design, the changes are transmitted to the system server in Update Messages, which are then propagated to each other user&#39;s computers. In this way, each user is able to view the product design as it changes and evolves. At different times, different users may be given or may take control of the session. 
     During at least part of the interactive product design session, an interactive communications link is established between the user computers with the server computer acting as an intermediary. All voice and text data is transmitted from a user computer to the system server and is then propagated to the other user computers where it is displayed or played back. 
     The consumer and the attendant, in the first embodiment, and the users in the latter embodiment, are thus able to interactively communicate while at the same time manipulating the product data displayed or played back on their computers. The display or playback of product data is generally synchronized so that each person can see the same information and hearing or read the same interactive discussion at essentially the same time. 
     In some embodiments, the users (including the consumer and the attendant in the first embodiment described above) may be permitted to save a view of an image as it is displayed on the users&#39; computer displays at the time. The controller and viewers may be permitted to save views. Information about each view is saved by the system server based on the camera positions and design selections at the time the view is saved. Information about each stored view is stored on the user computers and subsequently, the controller may select a particular view to be displayed. The controlling computer sends a Display Stored View message to the system server which is then propagated to each user&#39;s computer. The selected view is then displayed on each user&#39;s computer. 
     In another embodiment, the invention provides a method for providing interactive product information to a consumer comprising: storing product data relating to the product in a product database; transmitting the product data to a consumer computer operated by the consumer, wherein at least some of the product data is displayed on the consumer computer by consumer client software; transmitting the product data to an attendant computer operated by an attendant, wherein at least some of the product data is displayed on the attendant computer by attendant client software, the product data displayed on the attendant computer corresponding to the product data displayed on the consumer computer; establishing an interactive communication link between the consumer computer and the attendant computer for allowing the consumer and the attendant to communicate interactively; and synchronizing the display of at least some of the product data on the consumer computer with the display of corresponding product data on the attendant computer. 
     In another embodiment, the invention provides a method for an interactive product design session between two or more user computers comprising: storing product data relating to a product in a product database; transmitting the product data to each of the user computers, wherein at least some of the product data is displayed on each user computer by user client software; establishing an interactive communication link between the consumer computer and the attendant computer for allowing the consumer and the attendant to communicate interactively; and synchronizing the display of at least some of the product data on all of the user computers. 
     These and other aspects of the invention are further description below. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       A preferred embodiment of the present invention will now be described in detail with reference to the drawings, in which: 
         FIG. 1  illustrates a system according to a first embodiment of the present invention; 
         FIG. 2  illustrates consumer client software and attendant client software forming part of the system of  FIG. 1 ; 
         FIG. 3  is a flowchart illustrating a method of initiating the use of the system of  FIG. 1 ; 
         FIG. 4  illustrates a pair of corresponding consumer and attendant display windows during an exemplary use of the system of  FIG. 1 ; 
         FIGS. 5 and 6  are flowcharts illustrating methods used to synchronize the display of information on the consumer and attendant display windows; 
         FIG. 7  illustrates a system according to a second embodiment of the invention; and 
         FIG. 8  illustrates a user display window during an exemplary use of the system of  FIG. 7 . 
     
    
    
     DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS 
     Reference is first made to  FIG. 1 , which illustrates a system  100  for providing interactively providing information to consumers (not shown). System  100  includes a system server  102 , one or more consumer computers  104  and one or more attendant computers  106 . 
     System  100  also includes a communication network  110 , which may be the Internet, a local area network or any other communication network capable of facilitating communication between computing devices. 
     The system server  102  includes a server communication module  114  and a product database  116 . Server communication module  114  is coupled to the network  110 . 
     Consumers use the consumer computers  104  to access system  100 . Each consumer computer  104  includes one or more input devices  132 . For example, consumer computer  104   a  includes a keyboard  134 , mouse  136  and a microphone  138 . Consumer computer  104   b  includes a keyboard  134  and a mouse  136 . Each consumer computer  104  also includes one or more output devices  140 . For example, consumer computers  104   a  and  104   b  include a display screen  142  and a speaker  144 . 
     Each attendant computer  106  also includes input devices  132  including a keyboard  134 , mouse  136  and a microphone  138 . Each attendant computer  106  also includes output devices including a display screen  142  and a speaker  144 . 
     Referring to  FIG. 2 , each consumer computer  104  is used to execute consumer client software  150 . Consumer client software  150  includes a consumer media module  152  and a consumer communication module  154 . Consumer communication module  154  is coupled to the network  110 . 
     Each attendant computer  106  is used to execute attendant client software  160 . Attendant client software  160  includes an attendant media module  162  and an attendant communication module  164 . Attendant communication module  164  is coupled to the network  110 . 
     Referring to  FIG. 1 , system  100  is operated by or on behalf of a product supplier (not shown), who may be a product manufacturer, wholesaler, retailer or other person or company that has an interest in the sales or marketing of products. 
     Consumers (not shown) access system  100  by using the consumer computers  104 , which may be the consumer&#39;s own personal computers, may be located in retail stores or may be another computing device, such as a television set-top box, a portable personal data assistant or another type of computer. Typically, a consumer will access system  100  to obtain information about a product. The consumer may use system  100  in advance of a potential purchase to learn about the product, while purchasing a product or after purchasing the product to obtain assistance when assembling or using the product. 
     The attendant computers are operated by attendants (not shown). The attendants communicate interactively with consumers using system  100  to provide information to consumers about the supplier&#39;s products. 
     A consumer requests access to system  100  to obtain more information about a product. In response to the request, the consumer&#39;s computer  104  is coupled to server  102  (which may also be a world-wide-web server that hosts the supplier&#39;s website), which in turn allocates and couples an attendant computer  106  to the consumer&#39;s computer  104 . The consumer and the attendant operating the allocated attendant computer engage in a text or voice chat and the attendant is able to provide the consumer with information in response to the consumer&#39;s requests. The consumer is thus able to obtain customized information that may otherwise not be available to the consumer, or which may not be available on a convenient, timely basis. 
     Reference is next made to  FIG. 3 , which illustrates a method  1100  that allows a consumer to request information about a product using system  100  and which couples the consumer&#39;s computer  104  to an attendant computer  106 , establishing an interactive information session between them. 
     Method  1100  begins in step  1102 , in which the consumer makes a request to interactively obtain information about a product. Typically, the consumer will make this request while using the consumer computer  104  to view information about a product on the supplier&#39;s website. Product information on websites is limited to previously prepared information such as text, audio and two or three dimensional images that are pre-determined by the supplier. Such pre-determined, previously recorded information is referred to herein as pre-recorded information. The pre-recorded information may include animations that demonstrate how a product can be assembled or used. However, such websites cannot provide dynamically generated, interactive and customized information that is provided to the consumer in response to the consumer&#39;s request. To provide dynamic additional information, the supplier may use the present invention. 
     The supplier may configure a button or other control on a web page to allow the consumer to initiate use of system  100 . For example, the consumer may click on a button marked “Obtain interactive multi-media information about this product” on a web page relating to the product to interactively obtain information about the product. When the consumer does so, the button or control is configured to transmit an Initiate Interactive Information Service message  210  ( FIG. 1 ) from the consumer&#39;s computer  104  to the system server  102 . The Initiate Interactive Information Service includes the following information:
         (a) A reference to the consumer&#39;s computer  104 . This may be an IP address or any other information that the system server  102  can use to transmit information to the consumer computer  104 . Method  1100  will be explained with reference to consumer computer  104   a.      (b) A reference to the product for which the consumer has requested additional information.       

     The use of a button on a web page to initiate the use of system  100  is only an example, and step  1102  may include the use of any mechanism that allows a consumer to initiate the use of system  100 . For example, system  100  may be initiated automatically when a consumer accesses a web page by accessing a specific URL, by entering a keyboard command, a voice command or any other mechanism for transmitting the Initiate Interactive Information Service message  210  to the system server  102 . Access to system  100  may be restricted and a consumer may be required to enter a user or account identification and a password. 
     Method  1100  then proceeds to step  1104 , in which the system server  102  initiates execution of client software on the consumer computer  104  and on an attendant computer  106 . 
     The server computer transmits an Initiate Consumer Session message  212  ( FIG. 1 ) to the consumer computer  104   a . In response to the Initiate Consumer Session message  212 , the consumer client software  150  opens a display window  170  ( FIG. 4 ) on the consumer computer  104   a . In the present embodiment, the consumer client software  150  may be configured to operate within a browser such as Internet Explorer™, Safari™ or Netscape™ Browser. In this case, the browser may initiate the execution of the consumer client software  150  in response to the Initiate Consumer Session message  212 . The consumer client software  150  opens the display window  170  as a browser window. In another embodiment of the present invention, the consumer client software  150  may operate independently of a browser and may open a display window  170  directly within the operating system of consumer computer  104   a.    
     In step  1104 , the system server  102  allocates an attendant computer  106  that can be linked to consumer computer  104   a . Typically, a group of attendants will operate a group of attendant computers  106 . System server  102  selects one of the attendant computers  106  that is not already linked to another consumer computer  104 . For the purpose of the present example, the server allocates attendant computer  106   b  to be coupled to consumer computer  104   a . The server computer  102  also transmits an Initiate Attendant Session message  214  ( FIG. 1 ) to the attendant computer  106   b . A display window  190  ( FIG. 4 ) is opened on the attendant computer  106   b  in a manner similar to the opening of the display window  170  on the consumer computer  104   a . The attendant client software  160  may operate within a browser or directly in the operating system of attendant computer  106   b.    
     Method  1100  then proceeds to step  1106 , in which at least one interactive communication link is established between consumer computer  104   a  and attendant computer  106   b.    
     An interactive audio communication link may be established between the consumer computer  104   a  and the attendant computer  106   b  to permit voice communication between the attendant and the consumer. The server computer  102  acts as an intermediary in the interactive audio communication link. Audio data from the consumer computer  104   a  is first transmitted to the system server  102 , which then transmits the audio data (or corresponding audio data) to the attendant computer  106   b . The audio data is then played at the attendant computer  106   b . Similarly, audio data from the attendant computer originating from the attendant computer  106   b  is transmitted to the system server  102 , which then transmits the audio data to the consumer computer  104   a  and then played at the consumer computer  104   a . This allows the consumer and attendant to speak to one another. For example, the audio communications link may be established using Voice over Internet Protocol (“VoIP”), which is well understood by skilled persons, or using any other mechanism or technology for establishing a two-way voice chat connection between the consumer computer  104   a  and the attendant computer  106   b.    
     As an alternative to an audio communication link, or in addition to an audio communication link, an interactive text communication link may be established between the consumer computer  104   a  and the attendant computer  106   b , with the system server  102  acting as an intermediary. A text communication link allows the consumer and the attendant to engage in a text chat. 
     In the present embodiment, the system server  102  is an intermediary in the interactive communication link. As a result, the system server  102  may optionally record the voice or text data exchanged between the attendant and the consumer. 
     In another embodiment, the system server  102  may instruct the consumer computer  104   a  and the attendant computer  106   b  to establish an interactive communication link directly between them. If the system server  102  does not have access to the audio or text information exchanged between the consumer computer  104   a  and the attendant computer  106   b , the system server  102  will not be able to record this information. 
     In the present exemplary system  100 , an interactive audio communication link is established if possible. In the present embodiment, all of the attendant computers  106  are equipped with a microphone and a speaker (which may be integrated into a headset worn by an attendant using the attendant computer) to allow the attendants to participate in a voice chat over the interactive audio communication link. If the consumer computer  104   a  is capable of participating in a voice chat with the allocated attendant computer  106   b , then an interactive audio communication link is established. Otherwise an interactive text communication link is established between the consumer computer  104   a  and the attendant computer  106   b . In other embodiments, both interactive audio and text communication links may be established. 
     In other embodiments, some or all of the attendant computers  106  may not be configured for interactive voice communication. In this case, an interactive text communication link is created between the consumer computer  104   a  and the attendant computer  106   b.    
     The consumer media module  152  and the consumer communication module  154  cooperate to facilitate text or voice chat connections. The consumer media module  152  includes software that is capable of capturing audio at the consumer computer  104  and of playing audio received from the system server  102 . Similarly, the consumer media module is capable of capturing text entered by the consumer at the consumer computer  104  and of displaying text information received from the system server  102 . The captured audio and text information is transmitted to the system server  102  by the consumer communication module  154 , which receives the information from the consumer media module. Text and audio information from the system server  102  is received by the consumer communication module  154 , which then provides this information to the consumer media module  152  to be played or displayed. The consumer media module  152  and consumer communication module may be distinct software products that communicate with one another through an interface or they may be combined in an integrated software product. 
     Method  1100  next proceeds to step  1108 , in which the server sends product data ( FIG. 1 ) relating to the product identified in the Initiate Interactive Information Session message  210  to consumer computer  104   a  and the attendant computer  106   b . In the present embodiment, the product data  216  includes at least one 3D image of the product. The product data  216  may also include other types of information about the product, such as 2D images, video clips, audio clips, text information or animations. In other embodiments of the invention, the product data  216  may or may not include a 3D image of the product. 
     The product data is stored in the product database  114  in system server  102  and is recorded in a format that is compatible with the components of the consumer and attendant media modules. 
     The system server  102  transmits the product data  216  including one or more 3D graphic images of the product identified in the Initiate Interactive Information Session message  210  in step  1102  to the consumer communication module  154 , which makes in available to the consumer media module  152  for display and playback. The system server  102  also transmits the product data to the attendant communication module  164 , which makes the product data  216  available to the attendant media module  162 . 
     The consumer media module  152  includes media display software capable of displaying or playing the various types of information included in the product data  216 . In the present example, the consumer media module  152  includes software capable of displaying a 3D graphic image in the consumer&#39;s display window  170 . The 3D graphic display software is capable of displaying the 3D image from different viewpoints or camera positions, allowing the 3D graphic image to be rotated and the zoom distance from the 3D image to be changed. In other embodiments, the 3D graphic display software may not be capable of displaying the 3D graphic image from different zoom distances. 
     In the present embodiment, the 3D graphic display software is the Viewpoint Platform™, which is provided by Viewpoint Corporation of New York, USA. In other embodiments, any system capable of displaying 3D graphic images and allowing them to be displayed from different camera angles may be used. For example, QuickTime Virtual Reality (QuickTime VR™), Macromedia Shockwave™, and other technologies may be used for this purpose. If the display window  170  operates is a browser window, the 3D graphic display software may be a plug-in component installed with the browser software. 
     In the present embodiment, the consumer media module also includes software capable of displaying 2D images, text information and playing video clips, audio clips and animations. Some of this software may be used to provide the voice or text chat functionality described above. In other embodiments, the software included in the consumer media module will correspond to the different types of information that the product supplier wishes to include in the product data  216 . 
     The attendant media module  162  and the attendant communication module  164  are similar to the consumer media module  152  and consumer communication module in operation. The attendant media module  162  included in the attendant client software  160  is capable of displaying 3D graphic images from different camera angles and optionally, from different zoom distances. Preferably, the 3D graphic display software in the client media module  152  and the attendant media module  162  utilize the same technology. In the present exemplary embodiment, the attendant media module  162  also includes the Viewpoint Platform 3D graphic display software. 
     The product data  216  may also optionally include information about optional features of the product, such as different color options, additional components that may be purchased and used with the product. For example, if the product is a desk, the product data  216  may include information about different color schemes that the desk is manufactured in, add-on components such as a sliding keyboard drawer, a computer holder or related products such as matching chairs, shelves or filing cabinets. The product data  216  may also optionally include pre-recorded data such video, animations, audio or text information related to the product that describe the assembly or use of the product or are otherwise related to the product. In addition to the consumer media module  152  that is used to display the 3D graphic images included in the product data  216 , the consumer client software also includes components that are capable of displaying or otherwise playing (in the case of audio data) other product data transmitted to the consumer computer. If the display window  170  operates within a browser these additional components may also be plug-in components installed with the browser software. If the consumer client software  150  does not include a component required to play a part of the product data, the consumer client software may optionally be configured to download the required component. Otherwise, that part of the product data may not be available to the consumer. 
     Method  1100  then ends. 
     Reference is next made to  FIG. 4 , which displays an example display window  170  on the display screen  142   a  of consumer computer  104   a  and a corresponding example display window  190   b  on the display screen  142   b  of an attendant computer  106   b  when an interactive information session is in progress between a consumer and an attendant. 
     Display window  170  includes session controls  172 , a graphics display  174 , graphics display controls  176 , a text chat display  178 , voice chat controls  180 , product option controls  182  and pre-recorded information controls. 
     The session controls  172  provide an “End Interactive Information Session” button to terminate the interactive information session. If the consumer clicks this button, the interactive information session is terminated and the display window  170  is closed. 
     The graphics display  174  contains an image of an example product, a computer desk. The graphics display  174  has a pointer  186  on it, which can be used to indicate specific parts of the image displayed on the graphics display  174  and may also be used to change the camera position from which the product is displayed. 
     The graphics display controls  176  allow the consumer to change the camera position from which the product is displayed in the graphics display  174 . In this exemplary embodiment, the graphics display controls  176  include a rotate up, rotate down, rotate left, rotate right, return to original position, zoom in and zoom out controls. In this exemplary embodiment, the camera position may also be changed using a mouse be clicking and dragging on the product display. This functionality is provided using the Viewpoint Platform, and could be provided using other technologies, as described above. This operation is not further explained here as a skilled person will be capable of configuring and using these 3D image display and manipulation tools. 
     The text chat display  178  contains interactive text that has been typed by the consumer and the attendant during the interactive information session. 
     The voice chat controls  180  allow the speaker volume and other aspects of the voice chat to be controlled by the consumer. 
     The product option controls  182  allow the product to be displayed in different forms or modes. In the present example, the computer desk may be displayed with a sliding keyboard tray or a computer holder or any combination of these or none of them. The supplier may sell these components separately and use system  100  to advertise them to consumers who may or who have purchased the computer desk. The desk may also be displayed in three color schemes: black/brown; black/white and brown/white. When a consumer chooses any one of the options or color schemes, the image of the product in the graphics display  174  is changed to match the consumer&#39;s choices. Data for each of the options and color schemes is included in the product data  216  delivered to the consumer computer  104   a  in step  1108 . 
     The pre-recorded information controls  184  allow the consumer to play the pre-recorded information included in the product data  216 . The specific format and titles of the pre-recorded information is included in the product data  216 . In the present example, the pre-recorded information includes eight animations illustrating six assembly steps for the desk and the installation of the keyboard tray and the computer holder. Each animation is accompanied by audio information in which each assembly step is further explained. This information may be used to supplement information provided with the product. The pre-recorded information controls include an animation audio mute button, allowing the audio accompanying the animations to be muted so that the consumer and attendant may continue a voice chat uninterrupted while an animation is played. 
     Similarly, the attendant display  190  includes session controls  192 , a graphics display  194 , graphics display controls  196 , a text chat display  198 , voice chat control  200  and product option controls  202 . 
     The display and operation of the components of the attendant display window  190  is similar to the display of the corresponding components of the consumer window  170 . The session controls  192  include one additional “Controller” option, which is explained further below. 
     During an interactive information session, the displays in the consumer display window  170  and the attendant display window  190  are generally synchronized. One of the consumer or the attendant is in control of the display and any changes made by the person in control (the “controller” of the interactive information session) to the display of the product on the graphics display is generally duplicated in the display of the other person (the “viewer”) of the interactive information session). Similarly, if the controller activates any previously recorded information, the same previously recorded information is displayed in the viewer&#39;s display window. Typically, animations and video clips will be played in the graphics windows  174  and  194 . The consumer and attendant may independently control their own input and output devices (for example, speaker volumes, speaker mute or microphone mute). The interactive communication links (voice chat or text chat or both) are not affected by which person is in control. 
     The “Controller” option in the attendant&#39;s session controls  192  allows the attendant to determine whether the consumer or the attendant will be in control the image of the product in the graphics display windows  174  and  194  and the display or playing of pre-recorded information on both the consumer computer  104   a  and the attendant computer  106   b.    
     Reference is next made to  FIGS. 5 and 6 , which illustrate methods  1200  and  1300  that are used keep a 3D image shown in the graphics displays  174  and  194  synchronized between the consumer display window  170  and the attendant display window  190 . As described above, the attendant determines whether the consumer or the attendant is in control of the product display in the graphics displays  174  and  194  and the playing of pre-recorded information. Method  1200  is performed on the controller&#39;s computer (the “controlling computer”). Method  1300  is performed on the system server  102  and the viewer&#39;s computer (the “viewing computer”). 
     Method  1200  begins in step  1202 , in which the controller manipulates the product image in the graphics display on the controller&#39;s display window. Typically, the controller will do so by using the graphics display controls or by using the controller&#39;s mouse. When the controller has completed the manipulation of the product image, or periodically following an “update period” during the manipulation of the product image, method  1200  proceeds to step  1204 . The update period will typically be in the range of 250 to 1000 ms, although the time period may be shorter or longer than this range. The controller may continue to manipulate the product image while the remaining steps of method  1200  are performed. 
     In step  1204 , the current camera position is determined. The current camera position may be expressed using any coordinate system. For example, the camera position may be defined using polar coordinates relative to reference horizontal and vertical planes defined with respect to the 3D product image and using an orbit distance (which corresponds to the zoom level). The camera position may alternatively be defined using Cartesian coordinates relative to a reference position. The product data in either case defines the reference planes or position relative to the 3D product image. In some embodiments, the camera position information may include a camera translation that indicates the direction in which the camera is pointed relative to the reference planes or the reference point. A skilled person will be able to calculate a camera position during or following an image manipulation by the controller. The camera position is then transmitted to the system server  102  in a Camera Position Update message. 
     In the present embodiment, the operation of determining the camera position is performed by the 3D graphic display software in the media module in the controller&#39;s client software. This information is transmitted to the system server  102  by the communication module. 
     Method  1200  then returns to step  1202 . 
     Method  1300  begins in step  1302 , in which the system server  102  receives the Camera Position Update message from the controller&#39;s computer. The system server records the camera position. 
     Method  1300  next proceeds to step  1304  in which the system server  102  transmits a copy or a version of the Camera Position Update message to the viewer&#39;s computer. 
     Method  1300  next proceeds to step  1306 . In step  1306 , the communication module in the viewer&#39;s client software receives the Camera Position Update message from the system server  102  and extracts the new camera position from it. The new camera position is passed to the 3D graphic display software in the media module of the viewer&#39;s client software. The 3D graphic display software calculates an animation of the 3D image from the current camera position in the viewer&#39;s display to the new camera position. If the new camera position was calculated during a manipulation of the 3D image by the controller on the controller&#39;s display window  170 , then the Camera Position Update message may optionally indicate this. If so, the animation may be calculated to be displayed over the update period. The 3D graphic display software then displays the calculated animation. The viewer&#39;s 3D image is thus animated in a manner that generally corresponds to the manipulation of the image by the controller. The animation will not generally be identical to the manipulation of the image by the controller. 
     Each Camera Position Update message is a comparatively lightweight message. By generating an animation at the viewing computer in response to the Camera Position Update message, the display of the 3D image on the controlling and the viewing computer is generally synchronized by sending the camera position. The viewer&#39;s client software is able to generate a corresponding animation since it has the previous camera position, the new camera position and the same 3D image as the controller&#39;s client software. This provides an efficient mechanism for synchronizing the displays without transmitting comparatively lengthy graphic image data. 
     As noted above, a Camera Position Update message may contain some indication of the time over which an animation from the previous camera position to the new camera position should be displayed. In some cases, the new camera position should be displayed immediately, without any animation between the previous and new camera positions. For example, if the controller uses the rotate left button in the graphics display controls  176 , the graphic image on the controller graphics display  174  may be rotated to the left by some selected amount to a new camera position. The rotation may be smoothly animated or it may be immediately displayed with no animation. A Camera Position Update message is transmitted to reflect the new camera position. The Camera Position Update message may include an indication as to whether the transition from the previous camera position to the new camera position should be animated or not when the manipulation is displayed on the viewer&#39;s graphic display  194 . 
     Method  1300  then ends. Method  1300  is performed each time a Camera Position Update message is received by the system server  102  from the controller&#39;s computer. 
     Since method step  1204  in method  1200  is performed at the end of any manipulation of the 3D image by the controller, when the manipulation is completed, the images on the controller&#39;s and viewer&#39;s graphics displays  174  and  194  will be synchronized (unless the controller has begun another manipulation). If the controller performs a manipulation that lasts longer than the update period, the viewer&#39;s graphics display is updated periodically, allowing the controller&#39;s and viewer&#39;s graphics displays  174  and  194  to stay generally synchronized. A skilled person will understand that the length of the update period and communication delays will introduce some latency between the controller manipulating the 3D product image on his own graphics display and a corresponding manipulation being displayed on the viewer&#39;s graphics display. If a shorter update period is selected, the display of the 3D image on the controlling and the viewing computers will be more synchronized. If a longer update period is selected, the display will be less synchronized, but fewer Camera Position Update messages will be transmitted from the controlling computer to the viewing computer (although this may not be problematic since the Camera Position Update message are short, lightweight messages). In any case, when the controller has finished a manipulation, a Camera Position Update message is transmitted and the two displays are synchronized. 
     While methods  1200  and  1300  are being performed, the consumer and attendant may continuously use the text or voice (or both) interactive communication links established between their respective computers. The consumer may request information and the attendant may provide the requested information. The consumer and the attendant may manipulate the 3D image of the product to highlight and identify specific components and aspects of the product. 
     The Camera Position Update message is one type of Update Message that may be transmitted from the controlling computer to the system server  102  and then relayed from the system server  102  to the viewing computer. 
     The nature of Update Messages transmitted from the controlling computer to the server, and from the server to the viewing computer will depend on the nature of the object that is being manipulated. As described above, a Camera Position Update message relating to the manipulation of a 3D image may define the manipulation in polar, Cartesian or other coordinates. If a 2D image is displayed in the controller&#39;s display window  170 , a Camera Position Update message describing a manipulation of the image may set out an x dimension translation a y dimension translation from the original position of the image when it was loaded, together with a zoom level for the image. The zoom levels for the x and y dimension may be differently controllable and the Camera Update Message can describe the different zoom levels separately. 
     Referring to  FIG. 4 , a pointer  186  on the consumer&#39;s display window  170  and a corresponding pointer  206  is displayed on the attendant&#39;s display window  190 . The controller may move the pointer by moving a mouse  136  coupled to the controlling computer. When the pointer is moved, a Pointer Position Update message, which is another type of Update Message, is transmitted from the controlling computer to the system server  102 . The Pointer Position Update message is relayed by the system server  102  to the viewing computer. As the controller moves the pointer, the position of the pointer may be transmitted periodically in a series of Pointer Position Update messages in a manner analogous to the transmission of a series of Camera Position Update messages, as described above in relation to method  1200 . On the viewing computer, the position of the  102  is updated to correspond to the new position of the pointer on the controlling computer. The movement of the pointer may be animated, as described above in relation to the 3D image. 
     The playing of pre-recorded information is also synchronized on the controlling and viewing computers. If the controller initiates the play of any pre-recorded information, a Play Pre-Recorded Information message (which another type of Update Message) is transmitted from the controlling computer to the system server  102  and then relayed from the system server  102  to the viewing computer. The same pre-recorded information is then played on the viewing computer. In some embodiments of the present invention, the pre-recorded information controls  184  may include controls to allow the pre-recorded information to be paused, reversed or played in a fast forward mode. If the controller uses such controls to manipulate the playing of the pre-recorded information, a Play Pre-Recorded Information message is transmitted from the controlling computer to indicate the manipulation. A Play Pre-Recorded Information may include information such as the playback rate (for example, reverse half speed or forward double speed) or a video frame number or a time point in a clip or audio block number at which the playback of the pre-recorded information has been paused. The client software on the viewing computer is responsive to the Play Pre-Recorded Information messages to initiate and manipulate the playing of pre-recorded information so that the playing of the pre-recorded information on the controlling and viewing computers is generally synchronized. The Play Pre-Recorded Information message is a lightweight message compared to typical pre-recorded video, audio or text information. Depending on the nature of the pre-recorded information, a Play Pre-Recorded Information message may include other synchronization information. For example, a frame rate or data rate may be specified to ensure that the playback of the pre-recorded information proceeds at generally the same rate on both the controlling and viewing computers. This is not necessary for information that is played at a pre-determined rate regardless of the processor speed or other characteristics of the controlling or viewing computers. For example, this type of control will typically not be required for a video clip that has a standard playback rate. The playing of the pre-recorded information on the controlling and viewing computers is thus controlled and synchronized efficiently, without requiring any audio, video or text data comprising the pre-recorded information to be exchanged between the controlling and viewing computers while the pre-recorded information is played. 
     Video information may be played in the graphics display  174  or  194 . While the pre-recorded information is played, the controller may manipulate the pointer  186  or  206  to direct the viewer&#39;s attention to specific aspects of the displayed information. The pointer will also be generally synchronized in the display windows on the controlling and viewing computers. At the same time, the controller and the viewer may engage in an interactive voice or text communication or both. 
     System  100  provides a multi-media environment in which an attendant is able to more effectively provide information to a supplier&#39;s customers compared to current voice-only or text-only help desk assistance provided by many product suppliers. System  100  allows the attendant to provide customized information to the consumer in real-time, rather than limiting a consumer to previously recorded information available on a website. 
     Referring to  FIG. 1 , in system  100 , the system server  102  transmits product data to both a consumer computer  104  and to an attendant computer  106 . The product data is used during the Interactive Information Session. In another embodiment, the consumer or the attendant may add additional product data for a product during an Interactive Information Session. For example, display window  170  may include an “Upload Product Data” button. The consumer can click the button to initiate to open a dialog box allowing the consumer to identify a new piece of product data, which is then uploaded to the server  102 . The server  102  then transmits the product data to the attendant computer  104 . The controller of the session may then display the new product data in the controller&#39;s display window. This triggers an Update Message that results in the new product data also being displayed in the viewer&#39;s display window. The controller may then manipulate the new product data, or may discuss it with the viewer using the voice chat or text chat communication link between the two computers. 
     For example, a consumer may take a digital picture of a product as the consumer has assembled it. The consumer may upload the picture to the system server, which then transmits the picture to the attendant computer. The controller of the session may then display the picture in the graphics window of the controller&#39;s display window. Both the controller and the viewer will see the picture and they may discuss it. The controller may also manipulate the picture in the same way as any other picture in the product data. 
     Reference is next made to  FIG. 7 , which illustrates a system  300  according to a second embodiment of the present invention. System  300  may be used for interactive product design by two or more users. System  300  includes a system server  302  and two or more user computers  304 . 
     The system server  302  includes a server communication module  314  and a product database  316 , which is used to record product data. The system server  302  manages the creation and operation of an interactive and collaborative product design session. 
     Each user computer includes one or more input devices  132  and one or more output devices  140 . Each user computer  304  is used to execute user client software  350  that comprises a user media module  352  and a user communication module  354 . The structure and operation of the user media module  352  corresponds to that of the consumer media module  152  described above in relation to system  100 . Similarly, the structure and operation of user communication module  354  corresponds to that of the consumer communication module  154  described above. During a product design session, two or more users operate user computers  304  to view and modify a product that is under design. 
     Users join a product design session by logging into a product design website operated by the system server  302  or another computer system. Once a user has logged in, the user may join a product design session. Typically, a user will be invited to join the product design session by the product supplier at an appointed time. When the user logs in, the sessions to which the user has been invited may be listed and the user can select one of them. If the user has been invited to join only one session when he logs in, the user may be immediately joined to the product design session. 
     In another embodiment, a user&#39;s invitation to join a session may include a link directly to the session. For example, the user may receive an e-mail containing a URL (which may be in the form of an http link) for a particular session. When the user accesses the URL, the user is presented with a login page and after successfully logging in, the user is taken directly to the session, without having to identify the session specifically. In some embodiments, a user may be invited to join an ongoing session and may be sent an e-mail message with an embedded URL to the session by one of the participants in the session. 
     Returning to a description of system  300 , when a user joins a product design session, a display window  370  is opened on the user&#39;s computer  304 . This is done in a manner analogous to that described above in relation to system  100  and display windows  170  and  190 . The system server  302  maintains a record of each user that is part of a product design session. The system server  302  instructs the communication module  354  operating on each user computer  304  to join an interactive communications connection, which may be a voice chat connection or a text chat connection. In some embodiments of the invention, both voice chat and text chat connections may be established. 
     Reference is made to  FIG. 8 , which illustrates a typical display window  370  on a user computer  304  when system  300  is in use. The display window  370  includes session controls  372 , a graphics display  374 , graphics display controls  376 , a text chat display  378 , voice chat controls  380 , product option controls  382  and product design controls  384  and view controls  388 . 
     The session controls  372  include “Control” and “View” radio buttons and “Leave Session” button. As described above in relation to the system  100 , one of the participants in an Interactive Information Session can be in control of the 3D image displayed in the graphics display  374  and other aspects of the session at one time. In system  100 , the attendant decides whether the consumer or the attendant is in control at any time. In system  300 , two or more users may collaborate in a product design session. Any one of the users may take control of the product design session by clicking on the Control radio button. When a user does so, the user communication module  354  in the user&#39;s client software  350  transmits a “Taking Control” message to the system server  302 . That user then becomes the controller of the product design session. The system server  302  then transmits a “Release Control” message to the user communication module  354  operating on the user computer that previously had control of the product design session. Each of those users becomes (or remains) a viewer. The user that has taken control may then modify the design of the product and may manipulate the view of the product in the graphics display  374 . 
     In the display window  370 , an example product, a shoe, is shown. Typically, a product supplier will define one or more parts or aspects of the product that can be modified by the user in a product design session. In the present example, the supplier has defined the tongue, laces and several panels of shoe&#39;s uppers and the sole of the shoe as parts that can be modified independently of one another. 
     In this example, the product design controls  384  are a group of buttons indicating different colors that could be used for different parts of the shoe. The user in control of the product design session may select one of the parts by moving the pointer  386  on to the part and clicking a mouse button. The user may then select a color for the part by selecting one of the product design controls. When a user does so, the user&#39;s communication module  354  sends a Change Design message to the system server  302 , detailing the change that has been made. The Change Design message is a type of Update Message. The system server then sends a Change Design message to the other user&#39;s computers  304  and the communication module  354  and media module  352  on the other user&#39;s computers  304  update the display of the product to correspond to the design change. 
     In the present embodiment, the supplier has also permitted some physical design changes to be made to the displayed shoe. In particular, the user in control of the product design session may choose different lace types (flat or round), different ankle heights (Low, Medium or High) and different widths for the shoe (A, B, D, E, 2E or 3E). When the user changes one of these aspects of the shoe, the display is modified to illustrate the change and a Change Design message is similarly sent to the system server  302  and propagated to the other user computers  304 . 
     When the user in control of the session manipulates the display of the product by changing the camera position, the manipulation is also reported to the system server  302  in a Camera Position Update message and propagated to the other user computers  304  in a manner analogous to that described above in relation to methods  1200  and  1300 . In system  300 , all user computers  304  that are in the view mode receive a Camera Position Update message or a Change Design message whenever such a message is sent from the controlling computer  304 . This ensures that all of the users participating in the product design session see the product as its design evolves. 
     In the present embodiment, the system server keeps a record of each Update Message, including each Camera Position Update or Change Design message, that is sent to it. If a user joins a product design session after it has already begun, the server can update the additional user&#39;s display window  370  by transmitting some or all of the Change Design messages and at least the most recent Camera Position Update message. Similarly, if a user becomes disconnected and must re-join a product design session, the user&#39;s display window  370  can be updated. 
     Simultaneously with viewing the product in its current position and design, the users participating in a product design session may use their voice chat connection or text chat connection to discuss and collaborate on the design. In the present embodiment, all users participating in a product design session can hear the voice of all other users or read text entered by all other users. In another embodiment of the invention, a user may be allowed to select whether they wish to hear the voice or read the text messages of other specific users. Users may also be permitted to control which other users can hear their own voice or see their text messages. 
     View controls  388  are used to store views of the product and to display previously stored views. The user in control of a product design session may click on the Store View button. The user&#39;s communications module  354  sends a Store Current View message to the system server  302 , which stores the current view of the based on the Camera Position Update messages and Change Design messages that it has received. The system server  302  also selects a name for the view and transmits a New View message to each of the user computers  304  participating in the product design session, including the user computer  304  that sent the Store Current View message. The New View message includes the current camera position and the current design of the product at the time of the view. The new view is not displayed in the display window  370 , but the name of the view is added to the list of stored views in the views controls  388 . Subsequently, the user in control of a session can select one of these views to be displayed. A Display Stored View message is sent to the system server and propagated to all of the other user computers  304  and the stored view is displayed in the display window  370  on all of the user computers  304 . The users may thus store different views and quickly switch to the different views to compare different designs of the product. Since each view is stored by reference to a camera position, the controlling user may then manipulate the 3D image beginning from the position of the view once it is displayed. 
     View controls  388  may be provided in another embodiment of system  100  to provide view storing and retrieval functionality in that embodiment. 
     In another embodiments of the present invention, the controller of a product design session may be able to add graphic or text annotations (or both) to the image displayed in the display window  370 . For example, such annotations may be two-dimensional images overlaid on the 3D image in the graphics display  374 . When such annotations or graphics are added to an image, an Update Message is used to cause annotation or graphic to be displayed on the user computers participating in a product design session. When a view is stored, the annotation is stored as part of the view and when the view is subsequently displayed, the annotation is also displayed. 
     In another embodiment of system  300 , the product data may also include pre-recorded information and such information may be displayed on all of the user&#39;s display windows, under the control of the controlling user, as described above in relation to system  100  through the use of different Update Messages. 
     As noted above, the system server  302  records all Update Messages, including all Camera Position Update and Change Design messages sent to it. The system server  302  also records all views that are stored during a session. This information may be retained after a product design session ends to allow the session to be continued or to allow the different designs considered during a session to be reviewed subsequently. The recorded information may also be used to re-create the session and in effect serve as a recording of the session. Voice and text chat data may also be stored and may be replayed to recreate the product design session in whole or in part. A previously recorded session may be replayed as part of a subsequent product design session and two or more users may continue to collaborate on the design of a product, effectively continuing the previously recorded session. 
     The users may add additional product information during a product design session by uploading additional product data to the server  302 , as was described above. The new product data is distributed to all of the user computer&#39;s participating in the product design session and the controller may display or otherwise use the new product data. 
     System  300  may also be used for interactive product demonstrations in which one of the users demonstrates a product to one or more other users. The user conducting the demonstration may maintain control over the session and may manipulate a 3D image, 2D image or use pre-recorded information to provide information to the other users, while the user participate in an interactive voice or text chat. 
     The present invention has been described here by way of example only. The features of the various embodiments may be combined to form additional embodiments of the invention. In addition, various modification and variations may be made to these exemplary embodiments without departing from the spirit and scope of the invention, which is limited only by the appended claims.