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Online dispute resolution : resolving conflicts in cyberspace

Author: M Ethan Katsh; Janet Rifkin
Publisher: San Francisco : Jossey-Bass, ©2001.
Edition/Format:   Print book : English : 1st edView all editions and formats
Database:WorldCat
Summary:
Examines the resolution of conflicts that arise in e-commerce, as well as the tools for dispute resolution available online. The authors identify the basic goals and qualities of any online dispute resolution (ODR) system, propose the Internet as a supplement to dispute resolution occurring offline, and consider how the roles of each party are affected by the online environment.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: M Ethan Katsh; Janet Rifkin
ISBN: 0787956767 9780787956769
OCLC Number: 46473758
Description: xiv, 226 pages : illustrations ; 24 cm
Contents: 1. The Impact of Cyberspace on Disputes and Dispute Resolution --
2. A Brief History of ODR --
3. Understanding the ODR Process --
4. Introducing the Fourth Party: The Critical Role of Technology --
5. Facilitating Agreement: ODR and Offline Dispute Resolution --
6. How Mediators Can Facilitate "Screen to Screen" Agreement: A Primer for Conflict Resolution Professionals Entering ODR --
App. 1: Online Literature and Resources About ODR --
App. 2: ODR Programs and Ventures --
App. 3: CPR Institute for Dispute Resolution: Sample Domain Name Dispute Decision --
App. 4: Square Trade Direct Negotiation Process --
App. 5: Online Ombuds Office Dispute Transcript.
Responsibility: Ethan Katsh, Janet Rifkin.
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Abstract:

The authors show the potential of online mediation and reveal how it is being used to settle insurance claims, consumer complaints and disputes, business-to-business conflicts, employment  Read more...

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"...A practical and clear introduction to the field, offering history, introductory, analysis and explanation, alongside numerous helpful case studies, mainly from the US." (The London Times, 8/01) Read more...

 
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