WO2001075628A1

WO2001075628A1 - System and method for integrated referral and communication services

Info

Publication number: WO2001075628A1
Application number: PCT/US2001/010305
Authority: WO
Inventors: Teodora Britton; Mark Britton
Original assignee: Dora-International
Priority date: 2000-03-31
Filing date: 2001-04-02
Publication date: 2001-10-11
Also published as: AU2001249668A1

Abstract

A computer system for integrated business and communication services provided over a network (101). The system includes a plurality of remote terminal systems (160) connected to the network for interacting with a plurality of networked service systems, such as a referral system (120), a messaging gateway system (130), a message handling system (140), and an information service system (150). The computer system also includes a service oversight system (110) for integrating the functions of the other networked service systems.

Description

SYSTEM AND METHOD FOR INTEGRATED REFERRAL AND COMMUNICATION SERVICES

Field of the Invention This invention relates to the field of technology assisted product and service referral services utilizing a communication network.

Background of the Invention

As long as individuals and businesses have had marketable products and services to offer and other individuals and businesses have had need of or desire for those products and services, there has been motivation to find efficient methods of uniting would-be sellers with would-be buyers. The interrelation of buyers and sellers is a driving force of commerce and the efficiency of commercial systems and methods is important to market economics. Poor or inefficient commerce increases transaction costs and unbalances market forces. The progression of systems and methods of commerce have paralleled advances in communication and transportation. From the time of open air markets to the modern era of globalization of markets and the World Wide Web, efficient commerce between buyers and sellers has been a motivating force for innovation. The Internet, and specifically the World Wide Web, has opened new avenues for buyers and sellers to efficiently locate one another. Combined with global shipping and communication systems, the World Wide Web has enabled electronic commerce on an unparalleled scale. Companies around the world have produced web sites for advertising and vending their services and products. Few industries in industrialized nations remain untouched. To accompany the proliferation of international vendors enabled by electronic commerce, electronic product and service directories, search and comparison engines, and other methods of facilitating efficient commerce have been developed to serve the needs of buyers and sellers. In some industries, regional distribution of goods through geographically tailored search and comparison engines have even enabled efficient electronic commerce on a local scale. Unfortunately, World Wide Web based commerce is facing several problems associated with rapid shifts in communication and transportation paradigms. Specifically, not all buyers and sellers are enabled for the newest technologies. Many geographic regions and market segments lack the resources to participate in Web driven electronic commerce. Many localized markets, particularly in developing nations, lack the communication imrastructure and computational resources to participate in the Web economy, thus there is little drive within those markets for local vendors to offer electronically enabled business transactions.

Further, the speed of technological advance is accelerating and will continue to drive rapid changes in communication systems and commerce methods. Existing electronic commerce methods may not be readily adaptable to further advances and innovations in communication technologies. Different rates of adoption for different cultures, age groups, and market segments, varying levels of market penetration for emerging technologies, and inability to agree on standards for new technologies all suggest continued discontinuity in the communication and commerce systems and methods across the global marketplace. Existing electronic commerce methods do not enable the range of technologies necessary to connect a global economic community lacking standardized communication systems in all markets.

Even within industrialized nations and local economies, it is difficult to find compatible communication and commerce systems that enable participation by all market participants. There are no systems which unite the basic functional requirements of commercial communications in a single, manageable system. Individuals and companies doing business throughout the global economy, particularly small businesses and individuals with limited financial resources, lack the coπimunication resources to enable participation in many markets in which they could otherwise compete.

These and other objects may also be achieved by a method of providing integrated business and communication services. The method includes the steps of: identifying a user having a user account; offering a referral service for identifying and communicating with a plurality of service providers based on a service profile defined by the user; offering a communication service for facilitating communication between the user and another party; offering integrated user account maintenance and service customization for the referral service and the communication service; accepting a selection by the user of the referral service, the communication service, or the account maintenance and service customization; defining a transaction protocol for a service transaction based on the user selection; and executing the service transaction according to the transaction protocol.

These and other drawbacks of prior art systems are overcome by the various embodiments of the invention.

Summary of the Invention

It is an object of the invention to overcome these and other drawbacks. It is an object of the invention to provide a system and method of integrated communication and referral for enabling electronic commerce.

These and other objects of the preferred embodiments are particularly achieved by a system for integrated business communication services provided over a network.

The system includes a plurality of remote terminal systems connected to the network and including a user interface device. The system includes a referral system connected to the network and accessed by a user of one of the remote terminal systems for identifying and communicating with at least one of the service providers. The system also includes a messaging gateway system connected to the network for delivering a message in at least one of a plurality of available output mediums across the network. The system still further includes a message handling system connected to the network for storing, organizing, and directing communications for a user.

These and other objects may also be met by a referral system for facilitating commercial interactions between a user and a service provider. The referral system includes a plurality of service provider listings contairiing a service description, a geographic area in which the service is available, and a contact protocol for initiating negotiations for a service transaction. The referral system also includes a user service profile defined by the user for identifying service provider listings from the service provider listings compatible with the needs of the user. The referral system still further includes a communication system for communicating at least a portion of the user service profile to at least one service provider from the identified service provider listings using the contact protocol for the identified service provider. The referral system also includes a communication tracking system for verifying successful communication of the portion of the user service profile to the identified service provider and a transaction reporting system for recording the outcome of a subsequent transaction between the user and the identified service provider.

These and other objects may also be achieved by a message handling system for storing, organizing, and directing communications in a plurality of communication mediums. The message handling system includes: a plurality of user specific cormriunication repositories for storing electronic messages and physical messages; a plurality of user specific protocols for organizing or directing electronic messages and physical messages; a plurality of user specific tracking protocols for tracking electronic messages and physical messages; and a procedure for accessing stored electronic messages and physical messages. These and other objects may also be achieved by a remote service system for providing integrated business and communication services at publicly accessible remote locations. The remote service system includes at least one terminal connected to a network including a messaging gateway system and a message handling system. The terminal includes a communication interface, a user account maintenance interface, and an event tracking interface. The remote service system also includes at least one repository for physical messages.

These and other objects may also be achieved by a method of facilitating commercial interactions between a user and a service provider. The method includes the steps of: accepting a plurality of service provider listings, the listings including a provider service description and service provider contact protocol; accepting a user service description from the user describing a needed service; communicating at least a portion of the user service description to at least one service provider having a service provider listing with a compatible provider service description; and communicating service transaction terms from the at least one service provider to the user. The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate an embodiment of the invention and, together with the description, serve to explain the principles of the invention.

Brief Description of the Drawings

Figure 1 is a schematic view of a communications system according to an embodiment of the invention.

Figure 2 is a schematic view of a service oversight system for use in a communications system, such as the system of Figure 1. Figure 3 is a schematic view of a messaging gateway system for use in a communications system, such as the system of Figure 1.

Figure 4 is a schematic view of a referral system for use in a communications system, such as the system of Figure 1.

Figure 5 is a schematic view of a message handling system for use in a communications system, such as the system of Figure 1.

Figure 6 is a schematic view of a information resource system for use in a communications system, such as the system of Figure 1.

Figure 7 is a schematic view of a service location system for use in a communication system, such as the system of Figure 1. Figure 8 is a flow chart of a method of providing integrated business and communication services in accordance with an embodiment of the invention.

Figure 9 is a flow chart of a method of facilitating commercial interactions in accordance with an embodiment of the invention.

Detailed Description of the Preferred Embodiments

With reference to the drawing figures generally, and particularly to Figure 1, a system 100 for integrated business and communication services is shown. System 100 uses a plurality of networked resources and terminal systems to provide business and communication services to remotely located individuals and businesses. In a preferred embodiment, the plurality of networked resources include a Service Oversight System

110, a Referral System 120, a Messaging Gateway System 130, a Message Handling System 140, and an Information Resource System 150. The plurality of networked resources may be interconnected by a Network 101 and connected to a plurality of Terminal Systems 160. Network 101 may be a computer and/or communication network and may integrate a large number of smaller networks and computer systems. In a preferred embodiment, the network is the Internet and may further integrate other communication and computer networks not presently enabled for Internet communication protocols. Terminal Systems 160 may include one or more terminal devices 170 for providing input and output options to a user.

Service Oversight System 110 is a computer system for integrating the functions of other network resources into a single interface. Service Oversight System

110 may also provide user accounts and other resources for common data and universal functions useful to other network resources. In a preferred embodiment, Service Oversight System 110 provides integrated definition and maintenance of user preferences for a plurality of network services, interface and service customization for a plurality of network resources, and direct access to user defined service transactions provided by one or more network resources.

For example, a user could use Service Oversight System 110 to update an address, phone number, or electronic mail address for herself or a contact used by Messaging Gateway System 130, Referral System 120, and Message Handling System 140. The user could modify the look, feel, and transaction structure of the user interface for Messaging Gateway System 130, Referral System 120, Message Handling System 140, and Information Resource System 150. The user could define an automated service request utilizing Referral System 120, in which a single interface prompts the user for the date and location of a frequently requested service and Service Oversight System 110 automatically provides other user information necessary for the transaction or prompts Referral System 120 to do so.

Referral System 120 provides services which allow users to locate service providers and to initiate communications between the service providers. Users and service providers may include businesses and individuals seeking goods and/or services, such as employment, or other services, and individuals and businesses offering custom goods, seeking employment, or offering other services. In a preferred embodiment, Referral System 120 provides a listing service for service providers and an automated communication system for users to solicit bids from service providers with the ability to perform a requested service. Referral System 120 may include communication tracking to encourage timely and effective communications between the user and a service provider. Referral System 120 may include transaction tracking that allows Referral System 120 to levy referral fees based upon the outcome of the transaction between the user and a service provider.

For example, a plurality of service providers may list their printing services with Referral System 120. A user may enter a service description for a particular printing job, including price range, date of completion, language requirements for the printing, location of delivery, and other details. Referral System 120 may communicate the service description to a plurality of service providers with at least the correct language abilities and delivery abilities in their listings. The service providers may then communicate bids back to the Referral System 120 for transfer to the user. Referral System 120, possibly with support from Messaging Gateway

System 130 and Message Handling System 140 may monitor delivery of messages between the parties and response times to those messages and may provide reminders, repeat deliveries, or alternate deliveries to facilitate timely communications. Referral System 120 may monitor the outcome of the transaction and assess a transaction fee to the user or the service provider at the end of a successful service transaction.

Messaging Gateway System 130 provides services for sending and delivering messages across Network 101. In a preferred embodiment, Messaging Gateway System 130 provides a plurality of conversions for receiving messages in one input medium and sending messages in a different output medium. Messaging Gateway System 130 may allow users to directly compose an input message or send an input message from another communication system. Messaging Gateway System 130 may allow a user to define preferences and automated message handling for sending messages to a plurality of recipients or for making repeated delivery attempts to one or more recipients. Messaging Gateway System 130 may also allow the user to establish real-time direct connections with a compatible destination terminal system.

Messaging Gateway System 130 can provide security and encryption for messages sent and may provide customized communications for instructing output devices, such as network controllable coffee makers and HVAC systems.

An illustrative example of operation of Messaging Gateway System 130 entails a user accessing Messaging Gateway System 130 via a personal computer and submitting an English text message in a format similar to standard electronic mail formats. The submitted English text message may include a request to establish a direct connection with a phone number in Los Angeles, direct Messaging Gateway System 130 to deliver an encrypted German voice translation of the submitted text message to a voice mail system in Hamburg based on pre-defined user preferences, and turn off the user's heat at his apartment in New York.

Message Handling System 140 provides message handling services for receiving messages for a user. In a preferred embodiment, Message Handling System 140 provides a user with one or more message repositories for storing received messages and the message repositories may include a combination of electronic mail repositories, physical mail repositories, parcel repositories, and other repositories.

Message Handling System 140 may also include message filtering, forwarding, archiving, and other special handling functions.

For example, a user may have an account with Message Handling System 140 that includes an electronic mail repository and associated address, and a physical mail and parcel repository with an associated address and a default location at a service location in New York. The user may define handling preferences for incoming messages, including parcels, that provides for immediate notification of messages received from a particular client. Also, Message Handling System 140 may be accessed remotely to redefine the message handling to automatically forward messages to a different address, such as a hotel in Paris where the user is staying.

Message Handling System 140 and Messaging Gateway System 130 may be integrated into a communications system which supports automated message handling for sending, receiving, storing, and tracking communications for a user. The combination may also provide for rapid user redefinition and customization of sendmg, receiving, storing and tracking protocols to support changes in circumstances common in global commerce, especially for business travelers. Further, the message handling abilities of both Message Handling System 140 and Messaging Gateway System 130 may be used to support the communication and transaction tracking functions of Referral System 120.

Information Resource System 150, shown in Fig. 1, selectively provides information to a user based on user defined preferences. In a preferred embodiment, a user subscribes to a particular information service which includes information on a particular topic of interest to the user. Information Resource System 150 may also allow the user to define custom filters for information provided. Information Resource System 150 may allow the user to retrieve service information at her initiative and/or may provide for notification or data delivery through a communication system.

For example, a user may subscribe to an investment service, which provides periodic investment related information to all subscribers. The user may further define a filter which excludes all investment service information not relating to technology stocks. In response to the user's defined preferences, Information

Resource System 150 may provide a Web Site containing the technology stock information, which can be accessed by the user across Network 101 through the ----formation Resource System.

Information Resource System 150 may be integrated with Messaging Gateway System 130 and/or Message Handling System 140 to provide dynamic delivery of informational content or rapid notification of information availability. Information Resource System 150 may also provide customized information content for the user interface of Service Oversight System 110.

Terminal Systems 160 may include any number of terminal systems connected to Network 101. In a preferred embodiment, networked resources, such as, Service

Overnight System 110, Referral System 120, Messaging Gateway System 130, Message Handling System 140, and Information Resource System 150, are accessible through Web Sites available on the World Wide Web and the Terminal Systems 160 are any system enabled for browsing the World Wide Web and may also include computer and communication systems enabled by the networked resources for direct communication with those networked resources. Some example terminal systems may include User System 161, Communication System 162, Remote Service System 163, Local Agent System 164, or Public System 165.

User System 161 may be a terminal computer system or network belonging to an individual or business, such as an individual's personal computer or a business' local area network. In a preferred embodiment, User System 161 is a home or business-based system including a personal computer or other Internet capable terminal device, as well as peripheral and networked input and output devices such as printers, digital cameras, networkable appliances, and other devices.

Communication System 162 may be a communication network including a plurality of terminal devices for user output and input. Example communication systems might be a commercial telephone system, a national communication infrastructure, or a cellular telephone network. Communication System 162's interaction with Network 101 may be determined by the type of terminal devices used, as well as data and communication formats and protocols. A particular communication system may be an inherent part of one or more other terminal systems or Network 101 itself, or may be an independent terminal system in its own right. In a preferred embodiment, Communication System 162 includes local, national, and global telecommunication systems interconnecting communication devices such as telephones, wireless telephones, facsimile machines, and other devices. Remote Service System 163 may comprise a proprietary or commercial computer and/or communication system with terminal devices disposed in publicly accessible locations. In a preferred embodiment, Remote Service System 163 may include one or more service establishments providing a combination of system interface, computing, message repository, and other business and communication services. Remote Service System 163 may be hosted within independent commercial establishments, hotels, restaurants, or airport, shopping mall, or roadside kiosks, booths, or other commercial spaces. Remote Service System 163 may or may not depend on service agent staffing for some functions.

Local Agent System 164 may include computer and/or communication systems operated by an agent of one or more network service providers. In a preferred embodiment, Local Agent System 164 may include a home-based system operated by an agent in support of a local commercial territory in order to provide local representation, technical support, service provider recruiting, system promotion, and communication, courier, and/or repository services.

Public System 165 may include computer and/or communication systems connected to public terminal devices. In a preferred embodiment, Public System 165 may include a network of public terminals disposed in remote public locations similar to or integrated with automatic teller machines, public telephones, or other public interface devices.

Terminal Systems 160 incorporate or are connected to a plurality of terminal devices 170. Terminal devices may include user interface devices, such as personal computer 171, portable computer 172, facsimile machine 173, telephone 174, personal digital assistant (PDA) 175, wireless telephone 176, or computer terminal 177, and other terminal devices 178. Terminal devices 170 allow individual users to interact with the system through a user interface and may also include output devices, networkable appliances and other devices for performing pre-defined tasks other than providing a user interface, such as a networked printer, coffee maker or HVAC system. In a preferred embodiment, system 100 is expandable to incorporate additional terminal device technologies and communication protocols as they emerge. Customizable control layers and protocols, specifically those provided in conversion modules in Messaging Gateway System 130, allow new communication protocols to be defined and customized for interacting with new terminal devices. Any terminal device supporting communication in a form which can be converted to a digital signal for processing may be included in system 100 by routing the communication through a Messaging Gateway System 130 appropriately configured for the communication. The systems of the invention shown in Figures 2-7 include a plurality of modules for completing certain tasks. The modules are comprised of a combination of software and hardware necessary to perform a task or set of tasks. In each module's simplest embodiment, a data processor, memory, and an instruction set (i.e., computer code) may be all that are used to carry out the given tasks. More commonly, however, a plurality of input and output devices, short term and long term memory systems, layers of computer code (i.e., operating system, application software, etc.), communication devices, and multiple processors may be used. Further, a plurality of modules may share the same hardware and portions of a software library. In some cases, a module may contain one or more other modules. It will be understood to those of ordinary skill in the art, that the modules described herein may be embodied in a large number of equivalent combinations of code objects and hardware. The units represented by the modules described are conceptual and should not be construed as a limiting structure for the hardware and software combinations capable of executing the modules' tasks.

A more detailed view of an embodiment of a service oversight system, such as Service Oversight System 110, is shown in Figure 2. Service Oversight System 200 includes a User Accounts Module 210, a User Description Module 220, a Standard Services Module 230, a Custom Services Module 240, a Security Module 250, and a User Interface Module 260. User Accounts Module 210 maintains user specific information, such as contact, identification, service, preference, customization, and transaction information, for use by Service Oversight System 200 and other systems, such as the systems of Figures 1 and 3-7. User Description Module 220 includes a description of a user for use and access by other users of Service Oversight System 200 or other systems, such as the systems of Figures 1 and 3-7. User Description Module 220 may be linked to or a part of User Accounts Module 210. Standard Services Module 230 provides integrated access to a plurality of other network service systems, such as the systems of Figures 1 and 3-7. Custom Services Module 240 allows a user to define custom services and customize existing services from a plurality of other network service systems, such as the systems of Figures 1 and 3-7. Security Module 250 provides user identity verification and may incorporate other security and encryption features to provide secure access to various network services and service systems. User Interface Module 260 defines a user interface for providing data input from and output to a user of Service Oversight System 200.

User Accounts Module 210 provides one or more information resources linked to a user identity or account. In a preferred embodiment, User Accounts Module 210 contains general information useful to a plurality of other network service systems and may contain user specific information tailored to the individual network service systems as well. The information tailored to individual network systems may be contained in the form of data links or references which provide access to the tailored information housed in other systems, such as the individual network systems to which the information pertains. User Accounts Module 210 may include User Information 211, Service Information 212, and Transaction History 213. User hrformation 211 may include user contact information, general user descriptions, user account identification and security protocols, general customization and preferences information, and other user specific information. Service Information 212 may include information on the network service systems accessed by and configured for the particular user, as well as user specific information useful to those network service systems, but not contained in User Information 211. Transaction History 213 may include a record of the transactions between the user and one or more of the network service systems. Transaction History 213 may allow Service Oversight System 200 to track and monitor user activities and transactions across a plurality of network service systems and to provide access to the transaction history in an integrated form for the user or for administrative or marketing purposes. Those of ordinary skill in the art will recognize the many methods of and advantages to accumulating and tracking user information of various sorts.

User Description Module 220 may provide a description of a user for use by other users or the general public. The amount of information about the user available for access by other users may be determined by a standard user profile or defined by the user whom the information is about. In a preferred embodiment, User Description Module 220 provides access to a user specific Web page, Web site, or other user specific data presentation. The user description may contain an identity and basic description of the user and any services provided or sought by the user, and may contain basic contact information such as e-mail address, home and/or business address, home and/or business telephone number, and other similar information. The user description may further be linked to an evaluation system which allows other users or system administrators to provide additional information, analysis, or ratings of the user's activities relevant to the network system services, such as a performance history for a referral system. The user description may be entirely generated by the user and may be hosted on a network resource other than the resource hosting Service Oversight System 200. This allows businesses and individuals maintaining their own Web sites and Web pages to link to Service Oversight System 200, rather than redundantly providing a public user description. User Description Module 220 may be based on information contained in User Accounts Module 210 or may be a link or reference contained in User Accounts Module 210.

Standard Services Module 230 provides a user with access to a plurality of other network service systems. In a preferred embodiment, Standard Services Module 230 includes Messaging Gateway Service Access 231, Referral Service Access 232, Message Handling Service Access 233, and Information Service Access 234.

Services accessed through Standard Services Module 230 are described below with reference to Messaging Gateway System 300 as shown in Figure 3, Referral Service System 400 as shown in Figure 4, Message Handling Service 500 as shown in Figure 5, and Information Service System 600 as shown in Figure 6. Interface with these network systems may be customized based on user preferences from User Accounts

Module 210 and possess the same look and feel as Service Oversight System 200.

Custom Services Module 240 provides a variety of options for users to customize their interactions with Service Oversight System 200 and other network service systems. Custom Services Module 240 includes a New Appliance Definition Module 241, a Special Service Definition Module 242, a Special Service Access

Module 243, a Master Protocol Module 244, and a Service Direct Access Module 245. New Appliance Definition Module 243 allows a user to define additional terminal devices or communication protocols for a terminal system which the user would like to access the system from or communicate to. New Appliance Definition Module 241 may allow the user to select control definitions and communication protocols from a list of available formats, and/or allow the user to request a compatible control definition and communication protocol be identified and added, or may allow submission of a new control definition and communication protocol by the user. In a preferred embodiment, Appliance Definition Module 241 may be used to define communications with a networkable appliance, such as a network coffee maker or

HVAC system. Special Service Definition Module 242 allows the user to define a custom service employing one or more network service systems that is outside the standard parameters offered by those systems. In a preferred embodiment, the custom service may include integration of communication and referral services with a user's existing electronic business systems through a business-to-business computer protocol. Special Service Access Module 243 may provide access to any defined special services for the user. Master Protocol Module 244 provides integrated access to the user preferences and protocols defined for each network service system. In a preferred embodiment, Master Protocol Module 244 provides a single interface for the user preferences and protocol customization options of Service Oversight System 200, Messaging Gateway System 300, Referral System 400, Message Handling System

500, and Information Resource System 600. Service Direct Access Module 245 allows a user to define an automated transaction through one or more of the network service systems to provide efficient access to frequently used services.

Security Module 250 verifies the identity of a user to enable access to the user's account and other identity dependent protocols. Any user identification system may be used, including terminal system identifications, such as cookies, unique user identities, such as log in names, or more advanced systems, such as systems incorporating bioinformatics (e.g., retinal scans). The User identification system(s) may be coupled with a password system or other security methods to ensure proper identification of the user. Further, Security Module 250 may incorporate encryption, secure socket layers, or similar procedures for providing data security during communications. Security Module 250 may provide user identification and security functions for a plurality of network service systems and may allow a single identification transaction to be used to simultaneously or sequentially access the plurality of network service systems.

User Interface Module 260 provides an input and output interface for a user. The user interface may be a graphical user interface provided across a network, such as a web site available on the World Wide Web, may be an audio user interface, such as an automated telephone response system, or may be any other form of user interface for receiving input messages and other user inquiries and/or providing a response to user inquiries. User Interface Module 260 may be seamlessly integrated with the user interface modules of a plurality of other network resource systems or a single user interface module may be provided for all of a plurality of network resource systems. A plurality of user interface modules or preferences within a single user interface module may enable interface with a plurality of different terminal systems, such as by providing World Wide Web access, wireless Web access, and telephone access. Preferences may also include language interface choices.

A more detailed view of an embodiment of a messaging gateway system, such as Messaging Gateway System 130, is shown in Figure 3. Messaging Gateway System 300 includes a Message Processing Module 310, a Conversion Module 320, a Delivery Module 330, and, in some embodiments, an Encryption Module 340 and a

User Interface Module 350. Message Processing Module 310 receives the input message and determines at least one destination address, at least one output medium, and message handling requirements and preferences for delivery of the message. Conversion Module 320 converts the input message into of a first medium the output message of one or more mediums different than the first medium. Delivery Module

330 oversees, tracks, and verifies delivery of the output message. Encryption Module 340 optionally allows an output message to be sent in an encrypted format. User Interface Module 350 optionally allows a user to interface with Messaging Gateway System 300 for message and message handling input. Message Processing Module 310 determines the protocol to be followed in handling, converting, delivering, and tracking a message. When an input message is received, Message Processing Module 310 identifies user instructions on how to process the message. User instructions may be contained in the message or contained in a Delivery Preferences Module 314. Message Processing Module 310 determines one or more of each of the following: Destination Address Settings 311, Output

Medium Settings 312, and Message Processing Protocol 313. Destination Address Settings 311 describe the electronic addresses to which the message may be sent. The options for Destination Address Settings 311 are largely determined by the types of receiving devices available to an intended recipient of the message. Output Medium Settings 312 describe the available mediums for the output message, such as text or speech, graphic or video, language used, i.e., English or German, facsimile or electronic mail, etc. Destination Address Settings 311 and Output Medium Settings 312 may be arranged in a hierarchical order for the purpose of sequentially attempting or making multiple delivery attempts to multiple addresses or output devices. Message Processing Protocol 313 provides instructions to Conversion Module 320, Delivery Module 330, and Encryption Module 340 to oversee delivery and monitoring of the output message. Message Processing Protocol 313 may make reference to the Settings 311 and/or 312.

Delivery Preferences Module 314 may be used to store a plurality of User Settings 315. The User Settings 315 may be organized as an address book of potential message recipients or contacts periodically corresponded with by the user. The User

Settings 315 for each recipient may include names, contact information, and other data relevant to the user's contact with the recipient. The User Settings 315 may also include destination address information, technology settings, language settings, and conversion settings. Destination address information may include one or more _- „ destination addresses, such as electronic mail and regular mail addresses, telephone, mobile telephone, pager, and facsimile numbers, or the network addresses of one or more networked appliances, such as a networked coffee maker or HVAC system. Destination address information may include all known destination addresses for a particular contact and may provide a basis for determining Destination Address Settings 311. For each destination address, one or more technology settings may be provided for defining the type of output device available at the destination address. In some cases, more than one type of device may be concurrently or alternately available at a single destination address, such as a home office telephone number which is sometimes attached to a facsimile machine, personal computer, or answering service. One or more language settings or other conversion settings may also be provided for each recipient, address, or type of device. The language settings provide a default preference for language medium conversion so that Messaging Gateway System 300 includes conversion to the specified language in Message Processing Protocol 313 for any message to that recipient. Conversion settings may provide default preferences for other medium conversions, such as between speech and text or video and graphics.

Conversion settings may include both technical and aesthetic choices about the way in which an input message in an input medium is converted to an output message in an output medium. For example, a conversion setting might specify that all text be converted to voice using a particular conversion algorithm and that the voice it is converted to be that of a young woman with a French accent. Delivery Preferences Module 314 may hierarchically arrange the user settings for each recipient to provide a sequential framework for attempting message delivery to the recipient.

Message Processing Module 310 may use information contained in Delivery Preferences Module 314 to initially define Destination Address Settings 311, Output Medium Settings 312, and Message Processing Protocol 313. Message Processing Module 310 may modify the default settings from Delivery Preferences Module 314 according to information contained in the input message or provided by the user during a transaction inputting the input message into Messaging Gateway System 300. Further, Delivery Preferences Module 314 may check to see whether the recipient is also a user of a message handling system, such as Message Handling System 140 or 500, with receipt preferences. An algorithm may be defined for rectifying conflicting delivery preferences and defining the final Message Processing Protocol 313 for any given message.

Conversion Module 320 carries out any medium conversions defined by Message Processing Protocol 313 for a particular message. Conversion Module 320 may include any number of conversion sub-modules for specific types of conversions.

For example, Conversion Module 320 may include Text/Speech Conversion Module 321, Video/Graphic Conversion Module 322, Language Conversion Module 323, Facsimile Data Conversion Module 324, and Custom Conversion Module 325. As additional mediums are introduced to System 100, additional conversion sub-modules may be added to allow conversion between the mediums. Conversion Module 320 may use one or more base mediums that are used as intermediate or final steps for any conversions. For example, a standard language medium may be defined as English. All messages requiring language conversion may first be converted to English, if they did not start out in English, before being converted to another language, such as German or Japanese. This allows all conversion protocols to be based on English translation, rather than requiring a separate protocol matching each possible input language with each possible output language. Analogous protocols using standardized base intermediaries mediums may be used for other medium conversions, such as conversions between different data formats and conversion to networked appliance instruction languages. Delivery Module 330 oversees actual delivery attempts of the output message.

For some message delivery transactions, all that may be required is that the message is packaged in the appropriate data format and sent to a destination address using the appropriate communication protocol for the network it is being sent on and the system or device it is being sent to. The output message from a simple transaction may be tracked to verify that it was received by the destination system or device. For some message delivery transactions a fairly complex series of sequential or simultaneous delivery attempts may be preferable. Additionally, destination system monitoring, receipt verification, establishment of real-time connections, and other complex delivery protocols may also be preferable. Some delivery protocols may require that the output message be resubmitted to Conversion Module 320 for further conversions to be compatible with additional delivery attempts.

Delivery Module 330 includes Control Definitions 331, Delivery Protocol 332, and Event Tracking Module 333. Control Definitions 331 are concerned with the subjects and objects that are associated with hardware and software entities within a system, such as System 100, that can be used or communicated with directly or indirectly. Control Definitions 331 provide the actual data formats and communication protocols for carrying out communication functions across a network, such as Networks 101. Delivery Protocol 330 specifies the functional steps for handling a message delivery in accordance with Message Handling Protocol 313. Delivery Protocol 332 may include the number of delivery attempts to a particular destination addre.ss or device type, the potential responses from the device at the destination address and the course of action to be followed in response to such responses. Delivery Protocol 332 may include triggers for passing the output message back to Conversion Module 320 for further conversion to allow additional delivery attempts. Event Tracking Module 333 provides user level outcome tracking. User level outcome tracking summarizes attempts and results and may provide this information asynchronously or on a real-time basis to a user. Event Tracking Module 333 may allow the user to alter or intervene in an ongoing delivery protocol. Event Tracking Module 333 may also provide user level outcome tracking to other systems in System 100 for value added transactional functions unrelated to pure communication fulfillment, through Service Oversight System 200, described above.

Encryption Module 340 provides secure transmission of data in an encrypted format across Network 101. In some embodiments, Encryption Module 340 may be incorporated in Delivery Module 330 or Conversion Module 320. Data encryption or data encryption options may be provided as a standard preference within Delivery Preferences 314. Custom data encryption on a user-by-user or even recipient-by- recipient basis may also be supported. Default or standardized encryption formats supported by a plurality of systems and devices within System 100 may be employed by Encryption Module 340.

User Interface Module 350 provides a message input and monitoring interface for a user. User Interface Module 350 may provide the user with the ability to create an input message, define delivery preferences, define tracking preferences, monitor on-going delivery transactions, access archived input and output messages and transaction histories, change user settings, and perform other functions related to Messaging Gateway System 300. The user interface may be a graphical user interface provided across a network, such as a web site available on the World Wide Web, may be an audio user interface, such as an automated telephone response system, or may be any other form of user interface for receiving input messages and other user inquiries and/or providing a response to user inquiries.

A more detailed view of a referral system, such as Referral System 120 of system 100 of Figure 1, is shown as Referral System 400 in Figure 4. Referral System

400 allows a user to locate one or more service providers for a particular service sought, such as a business service, employee or contractor, or custom good. Referral System 400 may allow the user to select a blind bidding process for soliciting some services, whereby the bidding service providers' identities are unknown to the user when soliciting bids and/or the user ' s identity is unknown to the bidding service providers when placing their bids. Referral System 400 may utilize a message handling system, such as Message Handling System 140 or 500, and/or a messaging gateway system, such as Messaging Gateway System 130 or 300, to facilitate traceable communications and transactions and to protect the identities of service providers and service seekers during a blind bidding process. Referral System 400 includes Service Provider Listings 410, Service Search Module 420, Service Comparison Module 430,

Service Analysis Module 440, Communication Tracking Module 450, Transaction Reporting Module 460, and User Interface Module 470. Service Provider Listings 410 may include information on a plurality of service providers and the services they provide. The service providers may be network available electronic commerce enabled businesses or may be conventional brick and mortar businesses and individual seeking to provide services in their own locality or beyond. Service Search Module 420 allows a user of Referral System 400 to locate a subset of Service Provider Listings 410 based upon at least the type of service being sought. Service Comparison Module 430 allows a user to compare a plurality of service provider listings in order to narrow down the number, type, or individual service providers from which the user is willing to entertain bids for the services being sought. Service Analysis Module 440 may allow the user to access further information about a particular service provider listing in order to evaluate whether the service provider is appropriate for the particular service sought. Communication Tracking Module 450 allows Referral System 400 to track communications between the user and the bidding service providers. Communication Tracking Module 450 may act as an intermediary for communications between the user and the bidding service providers. Transaction Reporting Module 460 provides Referral System 400 with notice of a completed transaction between a service provider and a user in order to collect a referral fee from the appropriate party. User Interface Module 470 allows a user to provide input to and receive output from Referral System 400 for facilitating a referral service transaction.

Service Provider Listings 410 provide a plurality of service listings for services provided by a variety of service providers. Service Provider Listings 410 contain information for selecting and contacting the service providers. All or part of Service Provider Listings 410 may be linked to or contained within a user account for the service provider within Referral System 400 or within a service oversight system, such as Service Oversight System 110 or 200. Service Provider Listings 410 may contain a plurality of information entries, such as Service Description 411, Geographic Area 412, Rate Information 413, Service Schedule 414, Service Provider Description 415, and Contact Protocol 416. Service Description 411 may include a concise description of one or more services provided by a given service provider. The description may contain a general narrative description, a key word description, or other information that may be used to identify a specific service provided by that service provider. There may be multiple Service Description 411 entries for a single service provider offering a plurality of services. Geographic Area 412 may contain a description of the geographic localities serviced by the particular service provider.

Some service providers may provide global services, while others may be limited to a specific locality or group of localities. Any number of methods may be used to designate areas in which the services are available, from continental and national designations, to states, cities, zip codes, or other locality designations. Rate Information 413 may contain general rate descriptions for one or more services from a service provider. Rate Information 413 may provide a general estimate or price structure guideline, but may be broad enough to allow service providers leeway in making competitive bids for individual service requests. Service Schedule 414 may provide guidelines for how quickly a service request may be processed and fulfilled. Service Schedule 414 may be an updatable service calendar, which allows the service provider to maintain a reasonably current representation of when a new service request may be fulfilled. Service Provider Description 415 may provide a description of the service provider themselves, including references to a plurality of services provided. Service Provider Description 415 may be provided without the service provider' s identity for the purpose of blind bidding. Service Provider Description 415 may be provided by a link to an external data source, such as the Web site maintained by the service provider. Contact Protocol 416 describes one or more methods for contacting the service provider. Contact Protocol 416 may include electronic mail addresses or other message destination addresses and a protocol for Referral System 400 to automatically communicate a bid opportunity to the service provider. Contact

Protocol may utilize addressing and delivery services provided through other network service systems, such as Messaging Gateway System 130 or 300 or Message Handling System 140 or 500.

Service Search Module 420 allows a user to identify a one or more service providers for a particular service request. Service Search Module 420 may use a plurality of different search engines, including real-language, full-text, key word, or field/string searching. Service Search Module 420 may search Service Description 411 or may search a combination of entries in Service Provider Listings 410. Service Search Module 420 may allow the user to search by a plurality of criteria including service type, geographic area, general rate, availability, type of service provider, and others.

Service Comparison Module 430 allows a user to access, evaluate, and compare the services offered by a plurality of service providers returned in a search of Service Provider Listings 410. A variety of comparison methods may be used to compare and evaluate service providers. In a blind bidding transaction, the information for comparison is provided without identifying the service provider.

Service Comparison Module 430 may be linked to or include Service Analysis Module 440.

Service Analysis Module 440 may allow the user to access additional information about a service, service listing, or service provider. In a preferred embodiment, Service Analysis Module 440 allows the user to access a plurality of reviews, ratings, comments, or evaluations of prior service transactions with a particular service provider. Additional information accessed through Service Analysis Module 440 may provided to Service Comparison Module 430 and/or Service Search Module 420 to allow the user to search and compare by the ratings and evaluations of prior users. Expert reviews and evaluations of services, service listings, and service providers may also be provided.

Communication Tracking Module 450 allows Referral System 400 to initiate and track at least initial communications between the user and one or more service providers being offered the opportunity to bid for the service. Communication Tracking Module 450 may use Contact Protocol 416 to initiate a solicitation for a bid to selected service providers. Initiation may be automated based upon user selection and predefined communication protocols or may provide the user with a method of contacting the selected service providers by a traceable method, such as through the use of other network service systems such as Messaging Gateway System 130 or 300 or Message Handling System 140 or 500. Transaction Reporting Module 460 provides Referral System 400 with notice of a completed service transaction or other transaction conditions. Transaction Reporting Module 460 may allow Referral System 400 to assess referral fees at appropriate times during a resulting service transaction, such as after successful contracting for or successful completion of a service. Transaction Reporting Module 460 may also allow users of Referral System 400 to have a resource for checking the status of their service transactions solicited through the system. Transaction Reporting Module 460 may also help users who are soliciting bids from multiple service providers for a more complex or aggregate service or who are simultaneously negotiating with a plurality of service providers. Transaction Reporting Module 460 may be automated through communication protocols that report transaction progress automatically to Referral System 400 or may be based upon contractual reporting requirements with service providers and/or users.

A more detailed view of a message handling system, such as Message Handling System 140 of system 100 of Figure 1, is shown as Message Handling System 500 in Figure 5. Message Handling System 500 maintains a plurality of user accessible message repositories for a user. Message Handling System 500 may include special handling protocols for directing, filtering, sorting, and archiving incoming messages. Message Handling System 500 may also provide message tracking for incoming and outgoing messages. Message Handling System 500 may be configured to handle a plurality of message types for retrieval by the user. For example, Message Handling System 500 may handle electronic mail messages, physical mail messages, and parcels. In alternate embodiments, Message Handling System 500 may include voice mail message handling, handling for other electronic document message formats, and other types of message handling. Message Handling System 500 may be coupled to a messaging gateway system, such as Messaging

Gateway Systems 130 and 300, to provide conversion from alternate message formats into the message formats handled by Message Handling System 500. Messaging Gateway Systems 130 and 300 may also be used to provide enhanced sending capabilities for messages originating with or being redirected from Message Handling System 500. Message Handling System 500 may include a plurality of User Message

Accounts 510, an Electronic Mail Handling Module 520, a Physical Mail Handling Module 530, a Parcel Handling Module 540, an Electronic Mail Tracking Module 550, a Physical Mail Tracking Module 560, a Parcel Tracking Module 570, a Distribution List Handling Module 580, and a User Interface Module 590. User Message Accounts 510 may include a plurality of message repositories through which a user accesses messages. User Message Accounts 510 may also include user specific message handling protocols for messages of various formats. Electronic Mail Handling Module 520, Physical Mail Handling Module 530, and Parcel Handling Module 540 may provide the operative engines for handling incoming messages of the various types according to default protocols or protocols defined in User Message

Accounts 510. Electronic Mail Tracking Module 550, Physical Mail Tracking Module 560, and Parcel Tracking Module 570 may allow the user to track messages received, sent, or redirected by Message Handling System 500 and may provide an integrated way to track all incoming and outgoing messages, regardless of type. Distribution List Handling Module 580 provides handling for sending multiple messages according to a user defined distribution list. User Interface Module 590 may provide a user interface, such as a Web site or automated phone system, for receiving user input and providing output for accessing messages in Message Handling System 500 and defining message handling protocols. User Message Accounts 510 provide user specific information for Message

Handling System 500. User Message Accounts 510 may include an Electronic Mail Repository 511, a Physical Mail Repository 512, a Parcel Repository 513, an Electronic Mail Protocol 514, a Physical Mail Protocol 515, a Parcel Protocol 516, a Message History 517, and a plurality of Distribution Lists 518 for each user. Repositories contain user messages for access by the user. Electronic Mail Repository

511 may be hosted anywhere for access across a network, such as through the Internet. Physical Mail Repository 512 and Parcel Repository 513 may have a default physical location, such as a locality conveniently accessed from the user's home or business, but may also be relocated for traveling users without altering the repository's address. Electronic tracking of physical messages within the control of Message Handling System 500 may facilitate redistribution of physical messages to alternate repository locations for a user. Electronic Mail Protocol 514, Physical Mail Protocol 515, and Parcel Protocol 516 define handling of messages received by Message Handling System 500 addressed to that type of a user's repositories. The protocols may define that an incoming message be held for retrieval and may also define an organization for messages being held for retrieval. Messages may be sorted by format types, origin, topic, or other characteristics and may be automatically archived, redirected, converted and relayed to another repository, or any other handled based upon the sorting. The conversion and communication methods enabled by Messaging Gateway Systems 130 and 300 may be used to further enhance the automated message handling protocols of Message Handling System 500. Similarly, Distribution Lists 518 may comprise a plurality of addresses and delivery may be directed through Messaging Gateway Systems 130 or 300 for enhanced delivery options, such as conversion, multiple delivery attempts, real-time connections, and other options. Message History 517 provides an integrated list of messages received by the repositories in the user's account and may include an archive of all of those messages. Message History 517 may be organized according to user preferences and may be searchable for locating specific messages.

A more detailed view of an information resource system, such as Information Resource System 150 of system 100 of Figure 1, is shown as Information Resource System 600 in Figure 6. Information Resource System 600 selectively provides information to a user based on user preferences or settings. In a preferred embodiment, Information Resource System 600 provides a plurality of information subscription services to the user. Information Resource System 600 may include a plurality of User Settings 610, an Information Broadcast Module 620, an Information Query Module 630, a Delivery Module 640, and a User Interface Module 650. User

Settings 610 allow a user to customize what information to receive and how the information will be delivered or accessed. Information Broadcast Module 620 provides for real-time broadcast or updating of information sent to a user. Information Query Module 630 provides for demand based search and retrieval of information for the user. Delivery Module 640 oversees delivery of the information generated in Information Broadcast Module 620 or Information Query Module 630 to the user. User Interface Module 650 may provide a user interface, such as a Web site or automated phone system, for receiving user input and providing output for accessing information provided by Information Resource System 600 and defining user settings User Settings 610 may include user specific information and protocols for handling and providing requested information to the user. User Settings 610 may include Subscriptions 611, Filters 612, and Delivery Protocols 613. Subscriptions 611 may define specific information services, such as investment information, weather information, travel information, or other topics which are available through Information Resource Service 600. A user may select one or more information services from which to receive information. Filters 612 allow a user to define parameters for evaluating information available through a service and deciding whether the information should be delivered or not. Filters 612 also allow a user to define subsets of information available through a given service for actual delivery based upon the user's interests. Delivery Protocols 613 define how information is delivered to or made available for access by the user. Delivery Protocols 613 may include a combination of storing information for retrieval, providing notification of available information, and sending information as a message across a network.

Information Broadcast Module 620 provides real-time information delivery and updating. Information Broadcast Module 620 may include a Data Streaming

Module 621 and a Continuous Data Source 622. Data Streaming Module 621 may provide a substantially continuous flow of data information to a remote location. Continuous Data Source 622 may include any source of continuous, frequently changing, or data intensive information which is preferably delivered in a continuous manner, such as audio and video data or real-time news and information, such as stock reports. Information Query Module 630 provides for search and retrieval of information from a data source. Information Query Module 630 may include a Data Query Module 631 and a Query Data Source 632. Data Query Module 631 may comprise any data query engine or search and retrieval system for selectively retrieving data from a data source. Query Data Source 632 may be any searchable data source.

Delivery Module 640 provides for delivery of information retrieved from Information Broadcast Module 620 or Information Query Module 630. Delivery Module 640 may deliver or store the information according to default protocols or Delivery Protocols 613 defined by the user. Delivery Module 640 may utilize

Messaging Gateway System 130 or 300 and/or Message Handling System 140 or 500 to deliver the information itself or notification of the availability of the information to the user. In a preferred embodiment, a default delivery protocol creates a data source with a user interface, such as a Web site, which is made available to the user through Service Oversight System 110 or 200.

A more detailed view of remote service system, such as Remote Service System 163 of system 100 of Figure 1, is shown as Remote Service System 700 in Figure 7. Remote Service System 700 is a terminal system for accessing a plurality of network service systems, such as Service Oversight System 110 or 200, Messaging Gateway System 130 or 300, Referral System 120 or 400, Message Handling System

140 or 500, and Information Resource System 150 or 600. Remote Service System 700 may provide a nexus of communication and business service systems for providing access to and an interface between local, global, and remote systems.

Remote Service System 700 may include a plurality of terminals for accessing various network service systems. For example, Remote Service System 700 may include a Communication Terminal 710 for accessing Messaging Gateway System 130 or 300 and Message Handling System 140 or 500, a Referral Terminal 720 for accessing Referral System 120 or 400, an Information Terminal 730 for accessing Information Resource System 150 or 600, and an Account Maintenance Terminal 740 and Event Tracking Terminal 750 for accessing Service Oversight System 110 or 200.

Each terminal may comprise a user interface device, such as User Interface Devices 715, 721, 731, 741, and 751, with the preferred terminal device components for receiving output from and sending input to the associated network service system or systems. For example, Communication Terminal 710 may be designed to take advantage of the plurality of message mediums accepted as input by Messaging Gateway System 130 or 300. Communication Terminal 710 may include a Text Input

Device 711, such as a keyboard, a Voice/Sound Input Device 712, such as a microphone, a Video Input Device 713, such as a digital camera, and a Graphic Input Device 714, such as a scanner. These peripheral devices may augment the standard components of User Interface Device 715, such as a monitor, mouse, keyboard, touch screen, or other devices for general interface. In a preferred embodiment, the plurality of terminals may be integrated in one or more computer systems with peripheral input and output devices for accessing all of the aforementioned network services.

Remote Service System 700 may also include a physical message repository system, such as Physical Mail System 760 or Parcel Repository System 765, a Local Output Device 770, a Business Support System 780, and a Local Communication

System 790. Physical Mail System 760 and Parcel Repository System 765 may provide default or alternate locations for the message repositories of Message Handling System 140 or 500. Local Output Device 770 may include an output device like a printer or facsimile machine for providing physical copies of messages and information received from various network service systems. Local Output Device 770 may allow Remote Service System 700 to act as an interface with local physical delivery systems, such as couriers or local mail systems. Business Support System 780 may provide additional business related services on location at Remote Service System 700. Business related services may include copying, conferencing, and educational services, as well as temporary office space, storage, or a host of other services. Local Communication System 790 may include a connection to one or more local commijnications systems not otherwise connected to the network. Remote Service System 700 may provide an interface for direct messages to, or offer services through local telephone systems, two-way radio systems, or specialized communication systems. Remote Service System 700 may provide a communications and business hub for interactions between local and global communication and economic systems and may provide consistent business and communication services for business travelers, service providers, and service seekers throughout the world.

Figure 8 is a flow chart of an example method of providing integrated business and communication services. The method of Figure 8 may be performed utilizing an integrated business and communication system, such as System 100, and its network service systems and terminal systems. In step 810, a user is identified. In steps 820, 821, 822, and 823 a plurality of network services are offered, specifically, referral services, communication services, information services, and account maintenance and customization services. In step 830, a user's selection of a particular network service is accepted. In step 840, a transaction protocol is defined based on default protocols and/or custom protocols for the selected network service. In step 850, portions of the transaction protocol may be automated based upon user preferences and information contained in the system. In step 860, user input for completing the transaction protocol is accepted. In step 870, the transaction is executed based upon the transaction protocols and user input. Based upon the type of transaction executed in step 870, additional steps may then be taken. For example, in step 880, additional services are offered. In step 881, the results of the transaction executed in step 870 are recorded. In step 882, the results of the transaction executed in step 870 are reported to the user or another party. For example, a user may sign onto an integrated business and communication system from a remote terminal systems, such as the user's personal computer or a terminal at a remote service system location at step 810. The integrated system receives the user's account name and password to verify the identity if the user also at step 810. For the remaining steps, the integrated system may present a Web driven user interface to the remote terminal system. In steps 820, 821, 822, and 823, the interface presents the user with the options of selecting a referral service, communication service, information service, or account maintenance a d customization service. In step 830, the user selects the account maintenance and customization service and the integrated system accepts the selection. In step 840, the integrated system accesses a default transaction protocol for account maintenance and customization. In step 850, based on the user's identification and account information, the maintenance transaction protocol is modified to offer integrated account maintenance and customization for the network services which the user accesses on a regular basis and possesses a transaction history for. In step 860, the integrated system interactively prompts the user for input and provides responsive output to guide the user through an account maintenance transaction, such as reviewing the combined transaction history for the network services offered through the integrated system. When the user is finished reviewing the transaction histories, the account maintenance transaction of step 870 has been executed. At step 881, the integrated system records the transaction of step 870 within the user's account, at step 882, reports the transaction to the user's electronic mail account based on a custom protocol defined in the user's preferences, and at step 880, offers the user additional services. The additional services may be offered simply by returning the user to the introductory interface of step 820, 821, 822 and 823 where the network service options were offered or may provided targeted offering of frequently used network services, new network services, or network services the user has not previously taken advantage of. The foregoing example is an example only and a similar transaction could be executed through any of the network resource systems within the integrated system using the systems described above with regard to Figures 1-7.

Figure 9 is a flow chart illustrating the steps in a method of providing referral services. The method of Figure 9 may be performed utilizing an integrated business and communication system, such as system 100 of Figure 1, and, specifically, Referral Service System 120 thereof. The method of Figure 9 may be performed in accordance with the systems and uses described with regard to Figures 1-7 above and Figure 4 in particular. In step 910, the type of referral transaction is identified. A referral system may offer a plurality of transaction types depending on the purpose of the user (i.e., whether acting as a service provider or service consumer). A user, such as a service consumer, may wish to initiate a new service request transaction. As a service provider, a user may first wish to establish a service provider description and the necessary protocols, fee arrangements, and other details for providing services through the referral system. The user may then wish to provide one or more service listings. A user, both as a service provider and a consumer, may wish to perform account maintenance, customization, and review transactions.

In step 920, a consumer transaction is initiated by the system in response to input from a user. In step 921, the system prompts the user for a service description of the type of service the user is seeking and accepts a service description input by the user. The service description may be selected from a hierarchical list of service types, may be input as a narrative description, may be provided through a form or questionnaire, or generated by another method. In step 922, the system uses information provided in the input service description to evaluate service listings and identify possible service provider matches. In step 923, the system may contact a plurality of service providers identified in step 922. The system may provide the service providers with information about the service requested based on the service description provided in step 921. The contacted service providers may, in turn, communicate bids based on their ability to provide the service requested back to the system. In step 924, the system may receive the service provider bids and communicate them to the user requesting the service. In step 925, the system may allow the user to negotiate for the requested service with a selected service provider. In step 926, the system monitors the transaction outcome, possibly by utilizing message tracking or acting as an intermediary in communications between the consumer and the service provider. Alternatively, the user or the service provider may provide notification to the system upon completion or other significant transaction events. In step 927, the system collects a referral fee from either the user or the service provider based upon the outcome of the transaction between the user and the service provider. In step 930, a maintenance, customization, or review transaction may be initiated by the referral system in response to user input. Maintenance, customization, and review transactions may be available to all users, whether service providers, service consumers, or both. In step 931, maintenance, customization, or review services may be offered by the referral system to the user, such as through a menu of options. In step 932, the maintenance, customization, or review transaction is executed through an interactive protocol between the user and the referral system. Some example maintenance, customization, or review services are: updating contact information and protocols, customizing service request and bid handling or user interfaces, reviewing past transactions logged in a transaction history, and checking status on current or ongoing transactions. In step 940, a provider description transaction may be provided in response to a user selection. In step 941, the user enters and the referral system accepts a service provider description. In step 942, the referral system accepts service provider contact information such as a telephone number, address, or an electronic mail address. The contact information may be provided by user entry or may be retrieved from account information previously entered by the user or information in a service oversight system account for the user. In step 943, the referral system accepts service provider financial information. The financial information may include both credit worthiness and information for direct funds transfer for collecting referral fees. In step 944, the referral system proposes a contractual agreement for fees and procedures regarding the referral services, bid submission, transaction reporting, and fee collection. In step

945, the system may define default service provider communication protocols for communicating service requests and receiving bids. The service provider may be able to further customize the communication protocols. In step 946, service provider communication and transaction monitoring protocols may be defined by the referral system for use in referral service bid transactions.

In step 950, a service provider service listing transaction may be initiated by the referral system in response to user input. A service provider may wish to generate a plurality of service listings for a plurality of different service capabilities and categories. In step 951, the referral system accepts a service listing description. In step 952, the referral system may accept special handling instructions which provide alternate communication and/or transaction monitoring protocols for service requests related to the particular service listing. In step 953, those protocols for the listing are modified according to the special handling instructions provided. Service listings so provided may be aggregated in a database of service provider listings for search, retrieval, and use of protocols in steps 922-927. This invention has been described in connection with the preferred embodiments. These embodiments are intended to be illustrative only. It will be readily appreciated by those skilled in the art that modifications may be made to these preferred embodiments without departing from the scope of the invention as defined by the appended claims.

Claims

ClaimsWhat is claimed is:

1. A system for integrated business communication services provided over a network comprising: a plurality of remote terminal systems connected to the network and including a user interface device; a referral system connected to the network, said referral system accessed by a user of one of the remote terminal systems for identifying and communicating with at least one of a plurality of service providers; a messaging gateway system connected to the network for delivering a message in at least one of a plurality of available output mediums across the network; and a message handling system connected to the network for storing, organizing, and directing communications for a user.

2. The system of claim 1, further comprising a service oversight system for providing unified access by a plurality of users to said referral system, said messaging gateway system, and said message handling system.

3. The system of claim 2, wherein said service oversight system includes a user account for each of a plurality of users, the user account containing user information for use by said referral system, said messaging gateway system, and said message handling system.

4. The system of claim 2, wherein said service oversight system includes direct access to a selected group of predefined service transactions, the selected group of predefined service transactions enabled by said referral system, said messaging gateway system, and said message handling system.

5. The system of claim 4, wherein said selected group of services are customized to user preferences.

6. The system of claim 2, wherein said service oversight system includes means for defining and accessing user customized additional services.

7. The system of claim 1 , further comprising an information resource system connected to the network for providing user selected information for access by the user.

8. The system of claim 1, further comprising a remote service system, said remote service system including at least one of said plurality of remote terminal systems and located in a publicly accessible remote location.

9. A system for facilitating commercial interactions between a user and a service provider comprising: a plurality of service provider listings, each of said plurality of service provider listings including: a service description; a geographic area in which the service is available; and a contact protocol for initiating negotiations for a service transaction; a user service profile defined by the user for identifying service provider listings from said plurality of service provider listings compatible with the needs of the user; a communication system for communicating at least a portion of the user service profile to at least one service provider from the identified service provider listings, said communication system using said contact protocol for the identified service provider; a communication tracking system for verifying successful communication of the portion of the user service profile to the identified service provider; a transaction reporting system for recording the outcome of a subsequent transaction between the user and the identified service provider.

10. The system of claim 9, further comprising a messaging gateway system for converting a medium of a message transmitted between the user and the identified service provider to another medium specified by a recipient of the transmitted message.

11. The system of claim 9, further comprising a message handling system for storing a message between the user and the selected service provider for later retrieval by the user or the selected service provider.

12. The system of claim 9, further comprising an information resource system for selectively providing information to the user.

13. The system of claim 9, further comprising a remotely located terminal device and a user interface for receiving user input.

14. The system of claim 9, further comprising a remote service location system including a terminal device located at a publicly accessible remote location.

15. A system for storing, organizing, and directing communications in a plurality of communication mediums, comprising: a plurality of user specific communication repositories for storing electronic messages and physical messages; a plurality of user specific protocols for organizing or directing electronic messages and physical messages; a plurality of user specific tracking protocols for tracking electronic messages and physical messages; and means for accessing stored electronic messages and physical messages.

16. The system of claim 15, further comprising a user specific message history database.

17. The system of claim 15, further comprising at least one user specific distribution list.

18. The system of claim 15, further comprising a messaging gateway system for converting the medium of a message from the user for delivery across a network.

19. The system of claim 15, further comprising a referral system for identifying and communicating with a service provider in order to initiate communications regarding a service desired by the user.

20. The system of claim 15, further comprising an information resource system for selectively providing information to the user.

21. The system of claim 15, further comprising a remotely located terminal device and a user interface for receiving user input.

22. The system of claim 15, further comprising a remote service location system including a terminal device located at a publicly accessible remote location.

23. A system for providing integrated business and communication services at a publicly accessible remote location comprising: at least one terminal connected to a network including a messaging gateway system and a message handling system, said at least one terminal including: a communication interface; a user account maintenance interface; and an event tracking interface; and, at least one repository for physical messages.

24. The system of claim 23, wherein said at least one terminal further includes a referral interface connected to a referral system for allowing a user to identify and initiate communications with a service provider.

25. The system of claim 23, wherein said at least one terminal further includes an information interface connected to an information resource system within the network for selectively providing a user with information.

26. The system of claim 23, further comprising a local output device for producing a physical message from an electronic message.

27. The system of claim 23, further comprising a local communication system not connected to the network.

28. The system of claim 23, further comprising a business support system for providing business related services at the publicly accessible remote location.

29. A method of providing integrated business and communication services comprising: identifying a user having a user account;

_' offering a referral service for identifying and communicating with a plurality of service providers based on a service profile defined by the user; offering a communication service for facilitating communication between the user and another party; offering integrated user account maintenance and service customization for the referral service and the communication service; accepting a selection by the user of the referral service, the communication service, or the account maintenance and service customization; defining a transaction protocol for a service transaction based on the user selection; executing the service transaction according to the transaction protocol.

30. The method of claim 29, further comprising the step of automating a portion of user input necessary for the transaction protocol of the service transaction based on user preferences in the user account.

31. The method of claim 29, wherein the communication service includes a message repository and further comprising the step of reporting a transaction outcome for the service transaction as a message for retrieval through the communication service.

32. A method of facilitating commercial interactions between a user and a service provider comprising the steps of: accepting a plurality of service provider listings, the listings including a provider service description and service provider contact protocol; accepting a user service description from the user describing a needed service; communicating at least a portion of the user service description to at least one service provider having a service provider listing with a compatible provider service description; and communicating service transaction terms from the at least one service provider to the user.

33. The method of claim 32, further comprising the step of monitoring a service transaction outcome and collecting a referral fee based on that outcome.

34. The method of claim 32, further comprising providing a communication service for facilitating communications between the user and the at least one service provider.

35. The method of claim 32, further comprising the step of providing an information service for selectively providing information to the user based on user preferences.