Browse Prior Art Database

Reminder of social protocol

IP.com Disclosure Number: IPCOM000245638D
Publication Date: 2016-Mar-23
Document File: 1 page(s) / 20K

Publishing Venue

The IP.com Prior Art Database

Abstract

Described is an adjunct service on the receiver's communication device to pre-process a help desk call to respond to the caller with either a message or, if there is a cooperating service on the sender's side, to prompt the sender to alter the behaviour, reschedule, choose an alternative method of communication, or to override.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 66% of the total text.

Page 01 of 1

Reminder of social protocol

In a global economy with ubiquitous instant communications, there are plenty of opportunities to make a faux pas. While you may communicate frequently with a colleague and make allowances for them living in a different time zone during your frequent communications, this is a static assumption. People travel, countries have different holidays, and religious practices may also alter communication time and style.

    Business services like help desks also need to adjust operations and communications based upon holidays. A help desk may have a 48-hour SLA 'respond or we'll assume your issue is solved' policy. However, a help desk in India making communication with a customer in the USA sending this message after the start of Memorial Day weekend risks having a highly upset customer when they return on Tuesday following the holiday finding the issue still unsolved and having to start from scratch again to attempt to solve the issue. A globally travelling executive based in the central time zone (USA), but currently working in Beijing, China, would obviously be resentful of a person in the eastern time zone (USA) calling during regular USA business hours.

    Proposed here is an adjunct service on the receiver's communication device to pre-process the call to respond to the caller with either a message or, if there is a cooperating service on the sender's side, to prompt the sender to alter the behavior, reschedule, choose an alternative method of...