Online Dispute Resolution For Business: B2B, E-Commerce, by Colin Rule

By Colin Rule

During this unique and hugely resource, Colin Rule—a pioneer within the box of on-line dispute answer (ODR)—shows how ODR can be utilized to unravel conflicts which necessarily come up either on-line and offline in company and trade. in keeping with particular learn and up to date top practices, on-line Dispute solution for enterprise offers specialist recommendation on how ODR can keep time and cash, delivering well timed feedback and confirmed ways for resolving enterprise similar conflicts on-line.

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Additional resources for Online Dispute Resolution For Business: B2B, E-Commerce, Consumer, Employment, Insurance, and other Commercial Conflicts

Sample text

These exchanges received a lot of energy and attention from the campus community, and everyone seemed to have a strong opinion on the matter. Most people on campus were unaware that the dispute was also playing out online. The students directly involved in the dispute were very active on VAXNotes, a text-only discussion environment that ran on the college’s VAX mainframe. While a face-to-face dialogue was playing out in student council meetings and a written debate was occurring in the newspaper, an emotional exchange regarding the matter was also taking place on VAXNotes.

But by turning the event into a media extravaganza, both companies received a lot of free advertising above and beyond the persuasive power of the disputed slogan. The creativity of the dispute resolution process chosen also helped to bolster the image of Southwest Airlines as a creative and fun company. Dealing with the conflict this way created value for both parties and turned a challenge into an opportunity. The best way to describe how ODR works is to begin with the tools and techniques of ADR and to explain how those face-to-face techniques translate into the online environment.

If only I could have figured all of this out back then things would have turned out differently. com, sold it for $6 million or so, and I’d be on vacation down in the Bahamas right now (and someone else would have had to write this book). As they say, hindsight is 20/20. A BRIEF HISTORY OF ODR In their book Online Dispute Resolution, Ethan Katsh and Janet Rifkin break the development of ODR up into three different stages. The first, which they say lasted until about 1995, consisted of specialized dispute resolution in specific contexts.

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