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How do you write “yes”?: A study on the effectiveness of online dispute resolution
Author(s) -
Hammond AnneMarie G.
Publication year - 2003
Publication title -
conflict resolution quarterly
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.323
H-Index - 21
eISSN - 1541-1508
pISSN - 1536-5581
DOI - 10.1002/crq.25
Subject(s) - mediation , online dispute resolution , dispute resolution , variety (cybernetics) , alternative dispute resolution , process (computing) , resolution (logic) , computer science , dispute mechanism , public relations , internet privacy , business , political science , law , artificial intelligence , operating system
This article is derived from original research into the applicability and effectiveness of online disputeresolution, particularly mediation, for resolving disputes in the real and virtual worlds. It records theexperience of a variety of mediators and disputants in fifteen online mediation simulations, using eightdifferent dispute scenarios, some of them multiparty, in consumer transactions, insurance claims, and workplaceand family cases. The objective of the study was to seek answers to the questions: How can online communicationsbe organized and managed so that parties have the greatest possible opportunity to achieve a mutually beneficialagreement? What behaviors, skills, strategies, and techniques will most enhance effectivecommunications? What is required in an online process to effectively facilitate communications and enablethe resolution of disputes?