Getting to :-): The Potential of Online Text-Based Communication to Support Interest-Based Dispute Resolution

Online applications can improve the quality of dispute resolution, and at the same time reduce its costs. Online communication can be limiting when offline processes are copied, but by designing processes specifically for the medium, innovations are possible that are not available in offline dispute resolution.

In this book, I investigate the potential and limitations of using online communication for dispute resolution processes. I explore the potentials of online communication to support a specific dispute resolution process: integrative negotiation. I describe how online applications may support users in dealing with communication issues (miscommunication, distrust, and strong emotions), in uncovering interests, and in developing creative outcomes. Examples from three applications demonstrate how these methods are being used in practice.