How do you write "yes"?: A study on the effectiveness of online dispute resolution

This article is derived from original research into the applicability and effectiveness of online dispute resolution, particularly mediation, for resolving disputes in the real and virtual worlds. It records the experience of a variety of mediators and disputants in fifteen online mediation simulati...

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Bibliographic Details
Published in:Conflict resolution quarterly 2003-03, Vol.20 (3), p.261-286
Main Author: Hammond, Anne-Marie G.
Format: Article
Language:English
Subjects:
Communication
Conflict resolution
DISPUTE RESOLUTION
Group dynamics
International conflicts
Internet
Interpersonal relations
MEDIATION
NEGOTIATION
Online dispute resolution
Peace process
Peace studies
Social psychology
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Summary:This article is derived from original research into the applicability and effectiveness of online dispute resolution, particularly mediation, for resolving disputes in the real and virtual worlds. It records the experience of a variety of mediators and disputants in fifteen online mediation simulations, using eight different dispute scenarios, some of them multiparty, in consumer transactions, insurance claims, and workplace and family cases. The objective of the study was to seek answers to the questions: How can online communications be organized and managed so that parties have the greatest possible opportunity to achieve a mutually beneficial agreement? What behaviors, skills, strategies, and techniques will most enhance effective communications? What is required in an online process to effectively facilitate communications and enable the resolution of disputes?
ISSN:1536-5581
1541-1508
DOI:10.1002/crq.25