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 ininformation technology as well as tremendous growth in the field ofdispute resolution. These two developments have led to thedevelopment of a powerful new tool for business called onlinedispute resolution (ODR). ODR is more than just an effectivesolution to many of the vexing business challenges raised by thegrowth of the Internet. Online dispute resolution may soon becomean essential component of all business interactions, both onlineand offline.

Online Dispute Resolution for Business is the first resource forprofessionals who want to leverage the power of ODR in theirbusiness relationships. Written by Colin Rule— a pioneer in theODR field— Online Dispute Resolution for Business offers expertanalysis of how ODR works, as well as a clear explanation of itsadvantages in a variety of business situations. Based on exclusiveresearch and hands-on experience, the book provides up-to-date bestpractices, as well as feedback on ODR tools and platforms from theperspective of both users and dispute resolutionpractitioners.

This is guidebook analyzes the strengths and weaknesses of ODR in awide range of business applications, including e-commerce (bothbusiness-to-business and business-to-consumer), insurance claims,employment and workplace disputes, privacy conflicts, and manyother settings. The author also shows how ODR can be applied toaddress transboundary matters, online-only conflicts, and complexmulti-party public disputes.

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What People Are Saying

From the Publisher
"A terrific book. Innovative, insightful, intelligent, andpractical! ODR is the wave of the future and this book will let youand your business ride that wave with confidence." — EthanKatsh, co-director, Center for Information Technology and DisputeResolution, University of Massachusetts, Amherst

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

"This book performs the real service of helping to betterunderstand the challenges of e-commerce and the solutions needed toresolve conflicts with confidence. Colin Rule is one of thepioneers in online dispute resolution and his contribution to thisnew field is remarkable." —Karim Benyekhlef, co-founder andpresident, eResolution; professor of public law, Universite deMontreal Faculty of Law

"Colin Rule is the ideal person to write on the subject ofonline resolution of disputes. His book succinctly describes thefuture of ODR." —Thomas Stipanowich, president & CEO, CPRInstitute 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 InsuranceIndustry.

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 TransboundaryDisputes.

12. Other Applications of ODR.

Part III: Designing Effective ODR for Business: Envisioning theFourth Party.

13. Key Considerations: Designing ODR for People, NotMachines.

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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