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Vikki Rogers
Assistant Dean for Online Programs, Pace Law School.
Article

‘Join the Conversation’: Why Twitter Should Market Itself as a Technology Mediated Dispute Resolution Tool

Journal International Journal of Online Dispute Resolution, Issue 2 2015
Keywords Twitter, technology mediated dispute resolution (TMDR), conflict avoidance and prevention, online reputation system, convenience, trust and expertise triangle
Authors Benjamin Lowndes
AbstractAuthor's information

    For almost a decade, the social medium of Twitter has provided a platform for individuals to instantly connect with others, businesses to build their brands and movements to attract new followers. Yet, although Twitter, Inc. has promoted its product as a customer service application, it has not actively marketed itself as a technology mediated dispute resolution tool (TMDR). This article explores ways in which organizations have utilized Twitter’s power as a conflict avoidance mechanism and as a reputation system, leveraging its ability to provide convenience, trust, and expertise to their followers. It then argues for Twitter, Inc. to actively ‘join the conversation’ of TMDR or risk being left out altogether.


Benjamin Lowndes
Deputy Ombudsman, Minnesota Department of Transportation.
Article

Transformation of Dispute Resolution in Africa

Journal International Journal of Online Dispute Resolution, Issue 1 2015
Keywords Lagos Court of Arbitration, Mauritius International Arbitration Court, ODR in Africa, Commonwealth States, UNCITRAL Working Group on ODR
Authors Ijeoma Ononogbu
AbstractAuthor's information

    Online Dispute Resolution ODR) is the new frontier in dispute resolution process. There has been an overwhelming positive expectation on the way ODR will work globally and Africa is likely to join the evolving dispute resolution concept.
    In recent years, technology has taken over virtually all aspects of our lives. This is from online shopping, online banking, online education, to online games, the list goes on and on.
    Online dispute resolution has been used in e-mediation and turned out a great success for e-commerce. The emergence of ODR and its successes are notable in eBay, which boasts of resolving over 35 million disputes using its ODR services. Africa as a continent is a goldmine of technological exploration. The success of M-Pesa in East Africa, which uses technology in mobile money transfer is a testament to the advantages and great advancements the continent has made in its use of the vast population of youngsters. With a recommendation, for African legal practitioners to join the global movement.


Ijeoma Ononogbu
Barrister & Solicitor, Nigeria, and Solicitor in International Dispute Resolution, England & Wales.
Article

Members Only?

Online Dispute Resolution in the Kibbutz Society

Journal International Journal of Online Dispute Resolution, Issue 1 2015
Keywords community ODR, Kibbutz, online mediation, online arbitration, dispute system design
Authors Rachel Ran
AbstractAuthor's information

    The rise and fall of the kibbutz society in Israel provides an unique opportunity to examine the application of technology to dispute resolution in a non-traditional setting. The internal dynamics of a small, closed community in an ideological crisis reflect technology’s role not only in undermining existing social order, but also in developing new norms, building consensus and resolving disputes.
    The article describes the nature of disputes in kibbutz communities, which is influenced greatly by the ongoing relationships between the parties, as the lines between co-workers, neighbors, friends and authority figures are blurred. It examines the existing dispute resolutions mechanisms, their formation, their advantages in relation to existing the social norms and their shortcomings, and introduces the concept of online dispute resolution (ODR) in this context.
    Finally, this article applies the advantages of ODR in the traditional, closed-community setting, and suggests additional opportunities for meeting the unique challenges of disputes in the kibbutz society. This merger plays a double role, as it challenges common perception of community disputes, while introducing new and unexpected avenues for the development of ODR.


Rachel Ran
University of Haifa Faculty of Law.
Article

Creating New Pathways to Justice Using Simple Artificial Intelligence and Online Dispute Resolution

Journal International Journal of Online Dispute Resolution, Issue 1 2015
Keywords expert system, online dispute resolution, artificial intelligence, access to justice, legal information technology
Authors Darin Thompson
AbstractAuthor's information

    Access to justice in can be improved significantly through implementation of simple artificial intelligence (AI) based expert systems deployed within a broader online dispute resolution (ODR) framework.
    Simple expert systems can bridge the ‘implementation gap’ that continues to impede the adoption of AI in the justice domain. This gap can be narrowed further through the design of multi-disciplinary expert systems that address user needs through simple, non-legalistic user interfaces.
    This article provides a non-technical conceptual description of an expert system designed to enhance access to justice for non-experts. The system’s knowledge base would be populated with expert knowledge from the justice and dispute resolution domains. A conditional logic rule-based system forms the basis of the inference engine located between the knowledge base and a questionnaire-based user interface.
    The expert system’s functions include problem diagnosis, delivery of customized information, self-help support, triage and streaming into subsequent ODR processes. Its usability is optimized through the engagement of human computer interaction (HCI) and affective computing techniques that engage the social and emotional sides of technology.
    The conceptual descriptions offered in this article draw support from empirical observations of an innovative project aimed at creating an expert system for an ODR-enabled civil justice tribunal.


Darin Thompson
Legal Counsel, BC Ministry of Justice; Adjunct Law Professor, University of Victoria; Adjunct Law Professor, Osgoode Hall Law School. Email: darinmobile@gmail.com.
Article

Using Online Arbitration in E-Commerce Disputes

A Study on B2B, B2C and C2C Disputes

Journal International Journal of Online Dispute Resolution, Issue 1 2015
Keywords online arbitration, e-commerce disputes, electronic market exchange
Authors Farzaneh Badiei
AbstractAuthor's information

    This article provides a thorough analysis of the use of online arbitration in online disputes. It first defines online arbitration and provides a categorization of its different kinds. It then establishes which category of online arbitration is more suitable for e-commerce disputes considering the nature of the disputes, the relation between the parties and the parties’ access to technology. It concludes that using binding or non-binding online arbitration depends on the existence of trust between the parties. It then goes on to analyse the extent to which online arbitration can be held on the Internet without using offline mechanisms, and concludes that this is dependent on the nature of the transaction, the parties’ access to technology and the enforcement mechanisms.


Farzaneh Badiei
Farzaneh Badiei is a PhD candidate at the Institute of Law and Economics, Hamburg University. The program is funded by the German Science Foundation. She holds an LLM from Kingston University, UK and was a visiting scholar at Syracuse University School of Information Studies, USA.
News

The Online Court

Misunderstandings and Misconceptions when Delivering a Vision for the Future of Justice

Journal International Journal of Online Dispute Resolution, Issue 1 2015
Keywords online courts, online judges, civil justice, Alternative Dispute Resolution, mediation
Authors Graham Ross
AbstractAuthor's information

    An ODR Advisory Group set up in 2014 by the Civil Justice Council of England and Wales to research and advise on the opportunities for introducing ODR into the justice system has produced a Report (<https://www.judiciary.gov.uk/wp-content/uploads/2015/02/Online-Dispute-Resolution-Final-Web-Version1.pdf>) that recommends an extensive online dimension to the court system in England and Wales. The Report raises the novel perspective of a court being seen more as a service rather than as a physical venue, seeking to place its primary focus on informing and assisting the public in containing and resolving, if not avoiding in the first place, disputes and to do so with less intervention by a judge. When judges do become involved they also will be encouraged to work more online than in a courtroom. The Report, therefore, does not look simply at ODR as aiding ADR (Alternative Dispute Resolution), as may have been the case hitherto for most applications of ODR, but as its being integral to the court process itself. The twin benefits the Group sees as being achieved are to both significantly widen access to the courts while, at the same time, reducing the burden of public cost incurred in operating and maintaining the court system.
    It is becoming clear from comments on the Report published online that there is a significant level of misunderstanding over certain aspects of the Report. This is to be expected to a degree, especially given the wide publicity for the Report. Indeed, the early comments are welcomed as they give the opportunity to all proponents of the Report to advance the debate by minimizing such misunderstandings.
    The website (<https://www.judiciary.gov.uk/reviews/online-dispute-resolution/>) accompanying the Report provides a suitable venue to continue the debate.


Graham Ross
Head of the European Advisory Board to Modria.com Inc and, Member of the Civil Justice Council’s ODR Advisory Group.
Article

Social Impact and Technology: Issues of Access, Inequality and Disputing in the Collaborative Economy

An Interview with Mitch Kapor

Journal International Journal of Online Dispute Resolution, Issue 2 2014
Keywords online dispute resolution, access, inequality, dispute systems design, collaborative economy
Authors Leah Wing
AbstractAuthor's information

    This article explores the value of focusing on the social impact of technology in business and in furthering the integration of online dispute resolution into the collaborative economy. The keynote presentation at ODR2014 by technology industry leader and entrepreneur Mitch Kapor serves as the cornerstone of this discussion. Speaking to an audience from the dispute resolution, legal, technological and financial communities, Kapor discusses the potential of businesses to increase their positive social impact, particularly with regard to access to equality, mutual gains and dispute prevention within the sharing economy. The examples from innovative tech companies illustrate the important role that information management, systems design and impact-savvy business practices play in this endeavour. Building on the keynote, the article suggests how the exploration of questions of social impact and inclusion and the application of related principles can lead to a deeper integration of ODR systems into the collaborative economy and more effective ODR dispute systems design.


Leah Wing
Leah Wing is Co-Director, National Center for Technology and Dispute Resolution, and Senior Lecturer, Legal Studies Program, Department of Political Science, University of Massachusetts at Amherst (USA).
Article

Disintegration of the State Monopoly on Dispute Resolution

How Should We Perceive State Sovereignty in the ODR Era?

Journal International Journal of Online Dispute Resolution, Issue 2 2014
Keywords online dispute resolution, sovereignty, justification
Authors Riikka Koulu LLM
AbstractAuthor's information

    The interests of state sovereignty are preserved in conflict management through adoption of a state monopoly for dispute resolution as the descriptive and constitutive concept of the resolution system. State monopoly refers to the state’s exclusive right to decide on the resolution of legal conflicts on its own soil, in other words, in the state’s territorial jurisdiction. This also forms the basis of international procedural law. This conceptual fiction is derived from the social contract theories of Hobbes and Locke, and it preserves the state’s agenda. However, such a monopoly is disintegrating in the Internet era because it fails to provide an effective resolution method for Internet disputes in cross-border cases, and, consequently, online dispute resolution has gained ground in the dispute resolution market. It raises the question of whether we should discard the state monopoly as the focal concept of dispute resolution and whether we should open a wider discussion on possible justificatory constructions of dispute resolution, i.e. sovereignty, contract and quality standards, as a whole, re-evaluating the underlying structure of procedural law.


Riikka Koulu LLM
Riikka Koulu, LLM, trained on the bench, is currently a doctoral candidate in procedural law at the University of Helsinki, Finland.
Article

@ Face Value?

Non-Verbal Communication and Trust Development in Online Video-Based Mediation

Journal International Journal of Online Dispute Resolution, Issue 2 2014
Keywords trust, mediation, non-verbal communication, rapport, technology
Authors Noam Ebner and Jeff Thompson
AbstractAuthor's information

    Mediation is a process wherein a third party, or mediator, attempts to assist two conflicting parties in dealing with their dispute. Research has identified party trust in the mediator as a key element required for mediator effectiveness. In online video-based mediation, the addition of technology to the mix poses both challenges and opportunities to the capacity of the mediator to build trust with the parties through non-verbal communication. While authors researching the field of online dispute resolution have often focused on trust, their work has typically targeted text-based processes. As online dispute resolution embraces video-based processes, non-verbal communication becomes more salient. Non-verbal communication research has identified examples of specific actions that can contribute to trust. This article combines that research with current scholarship on trust in mediation and on non-verbal communication in mediation to map out the landscape mediators face while seeking to build trust through non-verbal communication in online video-based mediation. Suggestions for future research and implications for practice are noted, holding relevance to researchers and practitioners in any field in which trust, non-verbal communication and technology converge.


Noam Ebner
Noam Ebner is Associate Professor and Online Program Chair at the Werner Institute, Creighton University School of Law: 2500 California Pl., Omaha, NE 68178, NoamEbner@creighton.edu

Jeff Thompson
Jeff Thompson is PhD candidate at the Griffith University Law School: 170 Kessels Road, Brisbane, Queensland, Australia 4111, Jeff.Thompson@griffithuni.edu.au.

Colin Rule

John Zeleznikow
Article

Access_open Digital Justice

Reshaping Boundaries in an Online Dispute Resolution Environment

Journal International Journal of Online Dispute Resolution, Issue 1 2014
Keywords ADR, ODR, DSD, digital technology, boundaries, dispute prevention
Authors Orna Rabinovich-Einy and Ethan Katsh
AbstractAuthor's information

    Digital technology is transforming the landscape of dispute resolution: it is generating an ever growing number of disputes and at the same time is challenging the effectiveness and reach of traditional dispute resolution avenues. While technology has been a disruptive force in the field, it also holds a promise for an improved dispute resolution landscape, one that is based on fewer physical, conceptual, psychological and professional boundaries, while enjoying a higher degree of transparency, participation and change. This promise remains to be realized as the underlying assumptions and logic of the field of dispute resolution have remained as they were since the last quarter of the 20th century, failing to reflect the future direction dispute resolution mechanisms can be expected to follow, as can be learned from the growth of online dispute resolution. This article explores the logic of boundaries that has shaped the traditional dispute resolution landscape, as well as the challenges such logic is facing with the spread of online dispute resolution.


Orna Rabinovich-Einy
Orna Rabinovich-Einy is Senior Lecturer, University of Haifa School of Law. Fellow, National Center for Technology and Dispute Resolution. For advice and suggestions we appreciate the guidance received from participants in the Cardozo Works in Progress conference in November 2013 and the Copenhagen Business School – Haifa Law Faculty Colloquium.

Ethan Katsh
Ethan Katsh is Director, National Center for Technology and Dispute Resolution and Professor Emeritus of Legal Studies, University of Massachusetts at Amherst. This article has benefited from research supported by National Science Foundation award #0968536, ‘The Fourth Party: Improving Computer-Mediated Deliberation through Cognitive, Social and Emotional Support’, <www.nsf.gov/awardsearch/showAward?AWD_ID=0968536>.
Article

Access_open ‘Boxing’ Choices for Better Dispute Resolution

Journal International Journal of Online Dispute Resolution, Issue 1 2014
Keywords dispute resolution, decision support, interactive visualization, collaborative deliberation, choice-making
Authors Marc Lauritsen
AbstractAuthor's information

    Choosing among alternatives that vary in multiple ways you care about is one of the most fundamental mental activities, and one that is part of nearly all forms of cognition. Decisional processes often primarily involve balancing competing considerations. When multiple parties with conflicting interests are present, strategic interactions add to the complexity. This article explores opportunities for interactive visualizations in support of such processes, using as background a current software project that is developing systems for collaborative deliberation about choices.


Marc Lauritsen
President of Capstone Practice Systems, Legal Systematics, and All About Choice. The author has served as a poverty lawyer, directed the clinical program at Harvard Law School, and done path-breaking work on document drafting and decision support systems. He is a fellow of the College of Law Practice Management and co-chairs the American Bar Association’s eLawyering Task Force.
Article

Access_open ODR Redress System for Consumer Disputes

Clarifications, UNCITRAL Works & EU Regulation on ODR

Journal International Journal of Online Dispute Resolution, Issue 1 2014
Keywords consumer redress, B2C v/ B2B, ODR, UNCITRAL, EU Regulation
Authors Mirèze Philippe
AbstractAuthor's information

    Despite the evolution and the experience in the field of ODR, it appears that some aspects remain to be clarified in order to attempt to determine which type of procedure would be best adapted to consumer disputes. What does online arbitration mean and is this ODR? What is the profile of the users making use of ODR? What mechanisms are adapted to business disputes and to consumer disputes? Are procedural issues for disputes resolved through mediation similar to those resolved through arbitration? The article discusses about indispensable clarifications which may have an impact on the choice of procedure: mediation or arbitration. It then raises issues related to the UNCITRAL ODR WG discussions on a redress system for cross-border consumer disputes and questions whether types of disputes and potential mechanisms are not confused. Finally, the European Union which adopted a Regulation on ODR for consumer disputes may have found a solution.


Mirèze Philippe
Special Counsel at the Secretariat of the ICC International Court of Arbitration.
Article

Access_open Third-Party Ethics in the Age of the Fourth Party

Journal International Journal of Online Dispute Resolution, Issue 1 2014
Keywords ODR, ethics, fourth party, ADR, standards of practice
Authors Daniel Rainey
AbstractAuthor's information

    ‘Third Party Ethics in the Age of the Fourth Party’ presents and discusses some of the ethical impacts of the use of information and communication technology (ICT) in third party practice (mediation, facilitation, arbitration, etc.). The article argues that all of the ethical requirements related to third party practice have been affected by the use of ICT, that ethical standards of practice must be reviewed in light of the use of ICT, and that changes in ethical requirements based on the use of ICT will be evolutionary, not revolutionary.


Daniel Rainey
Clinical Professor of Dispute Resolution at Southern Methodist University, Chief of Staff for the National Mediation Board, and adjunct faculty in the dispute resolution programmes at Creighton University and Dominican University. <http://danielrainey.us>.
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