Online Dispute Resolution for Business: For E-Commerce, B2B, Consumer, Employment, Insurance, and Other Commercial Conflicts / Edition 1

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In the past twenty years there has been rapid advances in information technology as well as tremendous growth in the field of dispute resolution. These two developments have led to the development of a powerful new tool for business called online dispute resolution (ODR). ODR is more than just an effective solution to many of the vexing business challenges raised by the growth of the Internet. Online dispute resolution may soon become an essential component of all business interactions, both online and offline.

Online Dispute Resolution for Business is the first resource for professionals who want to leverage the power of ODR in their business relationships. Written by Colin Rule— a pioneer in the ODR field— Online Dispute Resolution for Business offers expert analysis of how ODR works, as well as a clear explanation of its advantages in a variety of business situations. Based on exclusive research and hands-on experience, the book provides up-to-date best practices, as well as feedback on ODR tools and platforms from the perspective of both users and dispute resolution practitioners.

This is guidebook analyzes the strengths and weaknesses of ODR in a wide range of business applications, including e-commerce (both business-to-business and business-to-consumer), insurance claims, employment and workplace disputes, privacy conflicts, and many other settings. The author also shows how ODR can be applied to address transboundary matters, online-only conflicts, and complex multi-party public disputes.

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What People Are Saying

From the Publisher
"A terrific book. Innovative, insightful, intelligent, and practical! ODR is the wave of the future and this book will let you and your business ride that wave with confidence." — Ethan Katsh, co-director, Center for Information Technology and Dispute Resolution, University of Massachusetts, Amherst

"An invaluable contribution to the field of online dispute resolution from one of the technical pioneers. Comprehensive and insightful." —M. Scott Donahey, international arbitrator (WIPO, CPR, AAA), and author of the first UDRP decision

"This book performs the real service of helping to better understand the challenges of e-commerce and the solutions needed to resolve conflicts with confidence. Colin Rule is one of the pioneers in online dispute resolution and his contribution to this new field is remarkable." —Karim Benyekhlef, co-founder and president, eResolution; professor of public law, Universite de Montreal Faculty of Law

"Colin Rule is the ideal person to write on the subject of online resolution of disputes. His book succinctly describes the future of ODR." —Thomas Stipanowich, president & CEO, CPR Institute for Dispute Resolution

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Product Details

  • ISBN-13: 9780787957315
  • Publisher: Wiley
  • Publication date: 9/1/2002
  • Edition description: FIRST
  • Edition number: 1
  • Pages: 326
  • Product dimensions: 6.18 (w) x 9.42 (h) x 1.10 (d)

Meet the Author

Colin Rule— mediator, trainer, consultant, and author— is a senior associate at Raab Associates and director of its Online Public Disputes project ( He co-founded Online Resolution, one of the first ODR providers, and served as its CEO and president. He is currently the co-chair of the online section of the Association for Conflict Resolution (ACR) and a fellow at the Center for Information Technology and Dispute Resolution at the University of Massachusetts, Amherst. He writes the online conflict resolution column in ACResolution Magazine and serves as editor of

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Table of Contents



Part I: What Is ODR?

1. Overview.

2. How ODR Works.

3. Advantages of ODR.

Part II: ODR and Business.

4. ODR: Essential to E-Commerce.

5. Providing Online Redress: ODR and B2C E-Commerce.

6. A Well-Lighted Place: ODR and B2B E-Commerce.

7. Maximizing Efficiency:How ODR Can Help the Insurance Industry.

8. ODR and Employment: Resolving Workplace Disputes Online.

9. Electronic Democracy: ODR and Government.

10. Confidentiality and Privacy:Health Care and Finance.

11. Building a Global Justice System: ODR and Transboundary Disputes.

12. Other Applications of ODR.

Part III: Designing Effective ODR for Business: Envisioning the Fourth Party.

13. Key Considerations: Designing ODR for People, Not Machines.

14. Designing the Platform: Technology.

15. Defining the Process: Setting Standards of Practice.

16. Frequently Asked Questions (FAQs).

17. Conclusion.



Suggested Reading.


About the Author.

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