Replies to This Discussion

Permalink Reply by Bill Warters on October 26, 2011 at 10:18pm

Hi Daria. Thanks so much for sharing your paper on ODR for Airline Disputes. Sessions this week with Jo DeMars (see archive) and Colin Rule have pointed out the key role of customer service and dispute resolution for repeat business and positive word of mouth, so you piece fits right in. What's different about airline customer disputes is that since some of the more visible episodes of people being stuck on the tarmack for hours, now Airlines MUST be responsive by law. ODR seems like a really timely fit.

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Permalink Reply by Bill Warters on October 26, 2011 at 10:23pm

How about a little student-created humor by Brandon Neel, a 2nd Prize winner in the StudentAffairs.com comic contest some years back.

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Permalink Reply by Karen McDevitt on October 27, 2011 at 12:18pm

As a newbie and first-time ODR observer, I'd just like to say . . . this stuff is very cool.

The student presentations made by Daria, Carla & Karen, and Brandon represent some excellent and innovative approaches to imagining what can be done in the online arena. Thanks for sharing! Looking forward to learning more.

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Permalink Reply by Noam Ebner on October 27, 2011 at 6:47pm

Oh Bill, I'm going to go post that comic to my online clas, just starting their studies in our program, right now!

Bill Warters said:

How about a little student-created humor by Brandon Neel, a 2nd Prize winner in the StudentAffairs.com comic contest some years back.

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Permalink Reply by Bill Warters on October 28, 2011 at 10:05am

Another way to access student works on ODR is to browse thesis and dissertation collections. As an example, former Royal Roads University student Anne-Marie Hammond's 2001 master's thesis on The Effectiveness of Online Dispute Resolution is available online via an open access repository. She used Online Resolution's platform for her studies. 

As another example, check out Matthew Billings PhD dissertation from the University of Bath in the U.K. on "Conflict, Conciliation and Computer-Mediated Communication: using online dispute resolution to explain the impact of media properties on relational communication."

To do your own searches, you can try OAIster, the open archives search database.

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Permalink Reply by Noam Ebner on October 28, 2011 at 10:18am

Both good suggestions, Bill - I remember Matt Billings presenting some of his findings at the forum in Liverpool, he was looking into trust as well which piqued my interest. Some of Anne Marie's findings were published as a paper in Conflict Resolution Quarterly as well a few years ago.

Bill Warters said:

Another way to access student works on ODR is to browse thesis and dissertation collections. As an example, former Royal Roads University student Anne-Marie Hammond's 2001 master's thesis on The Effectiveness of Online Dispute Resolution is available online via an open access repository. She used Online Resolution's platform for her studies. 

As another example, check out Matthew Billings PhD dissertation from the University of Bath in the U.K. on "Conflict, Conciliation and Computer-Mediated Communication: using online dispute resolution to explain the impact of media properties on relational communication."

To do your own searches, you can try OAIster, the open archives search database.

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Permalink Reply by Bill Warters on October 28, 2011 at 10:45am

In this year's communication technology and conflict course at Wayne State, we have explored the use of technology and social media tools in the hands of activists and advocates (ie parties to a conflict) in addition to those whose main focus is resolving conflict (ie ODR practitioners). We were inspired by the InfoActivism materials developed by the Tactical Technology Collective. Students were tasked with making a presentation that took an infoactivism approach to a social problem in our society.

One of this year's students, Jay Johnson, agreed that I could share his "just fresh off the presses" VoiceThread applying some of these ideas to a social issue that touches Detroit and many other urban areas. His piece is called "Reducing the Infected by Getting Connected" BTW, Jay is on the forums this year at Cyberweek, so perhaps he can comment more on it. Thanks for sharing Jay!

 

 

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Permalink Reply by Leah Wing on October 28, 2011 at 10:50am

This has been a very interesting conversation this week--thanks all, especially Bill!  I have been thinking about how using visual examples, such as the very engaging student presentations presented here, can be useful teaching and training tools.  In fact, I may use their video when I introduce my assignment for a group project next week for students--as conflict prevention!

Let's take Colin's paper, for a moment, and consider what it would be like if we created a roleplay of what many would see as an interpersonal dispute that used the typical mediation steps and questions.  Technology could greatly assist us if we were able to populate the landscape of the video screen behind the disputants with images of those who are contributing to and affected by the conflict who are missing from the conversation.  It can help illustrate to CR students and trainees the relationship of structural issues as well.  Technology can help us map what and who is missing, perhaps, more effectively than we are already doing in this field. 

Leah

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Permalink Reply by Christopher Jauron Hood on October 28, 2011 at 1:54pm

WOW!!!! I think this form of online dispute resolution was fascinating.  I thought it was extrememly beneficial and convenient for the participants to engage in this virtual format.  The ability to meet and discuss conflict virtually appeared to reduce the amount of emotion and tension between the two ladies. In addition, the inablility to see the other indivdual's actual bodylangauge and facial gestures, I believe helped facilitate a peaceful and productive dialogue. However, I do wonder if the dialogue and dynamic of their relationship will change once they meet face to face??? Furthermore, will meeting face to face bring back old conflict memories and emotions???  

Bill Warters said:

To get the ball rolling, I'm posting this publicly available video produced as a student class project by Carla Cross, Karen Hamilton and Debbie Plested at the University of Illinois, Urbana-Champaign. They used a free tool called MovieStorm (moviestorm.co.uk) to animate the characters involved in a mock mediation conducted using avatars. I don't know how to reach them for comment, but I'd have to say I personally think it was a pretty nice student group project.

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Permalink Reply by Bill Warters on October 28, 2011 at 3:34pm

Hi Leah. Good to hear from you and glad to see you're keeping your attendance record perfect for Cyberweeks down through the years :-)  

I really loved your idea about producing virtual mediation sessions that have added digital value by kind of layering on via "vid screens" folks who would attend if it was structured as a restorative justice circle. You could have data charts like those on gapminder.org to highlight structural issues. Sounds like a good project.  At the end of the semester, my ODR class reads a chapter called Peacemaker 2020 A System for Global Conflict Analysis and Resolution; A Work of Fiction and A Research Challenge by Kirstie Bellman from R. Trappl (ed.), Programming for Peace, 413–439. © 2006 Springer. It brings some of these technological advances into the kind of narrative you are describing, but at a level more like the U.N. - vid screens, mobile comm links that permit anonymized feedback from less developed regions, etc.- Obviously you are a forward thinker!  I was able to get the chapter via SpringerLink in our college library, so you might be able to as well if you are curious.

And speaking of visual creativity, any chance you could post a link or embed images from your cross cultural mural projects for folks to see?

Cheers,

Bill Warters

Leah Wing said:

This has been a very interesting conversation this week--thanks all, especially Bill!  I have been thinking about how using visual examples, such as the very engaging student presentations presented here, can be useful teaching and training tools.  In fact, I may use their video when I introduce my assignment for a group project next week for students--as conflict prevention!

Let's take Colin's paper, for a moment, and consider what it would be like if we created a roleplay of what many would see as an interpersonal dispute that used the typical mediation steps and questions.  Technology could greatly assist us if we were able to populate the landscape of the video screen behind the disputants with images of those who are contributing to and affected by the conflict who are missing from the conversation.  It can help illustrate to CR students and trainees the relationship of structural issues as well.  Technology can help us map what and who is missing, perhaps, more effectively than we are already doing in this field. 

Leah

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Permalink Reply by Jillian Wirtel on October 28, 2011 at 3:47pm

Daria,

With regard to your piece on ODR for airlines - as a passenger/consumer, I would love to see the airlines adopt this ODR process; however, form their perspective, I don't know if the incentives are strong enough just yet.  At present, airlines are getting away with little to no recourse for customer complaints (other than the incentives offered on the spot for bumped passengers) and possibly lost/damaged luggage. 

 

While I do agree that word of mouth, in the form of praise or critique, is very powerful, it is hard to believe that individual complaints are enough to entice the airlines to participate.  Airlines have experienced PR nightmares by the plenty but still seem to have the upperhand in most matters.  It almost seems that it would take the threat of losing some major business accounts for the airlines to agree to the ODR process. 

I think ODR has great promise of balancing out the power differential in these types of disputes and applying this format to the airline industry would be a terrific addition.  Thanks for sharing your work!

 

Daria S Heinemann said:

Hi all,

 

I am presenting this at NCA, but any feedback would be greatly appreciated. I worked on this paper as a way to fight my demons with airlines lack of dispute resolution services. I am sure we all can relate in one way or another. Let me know what you think :-)

 

Daria

 

 

Bill Warters said:

This morning we have another student contribution, this time from Daria Heinemann, a doctoral student at Wayne State University. Completing an assignment in a course on communication technology and conflict she produced this VoiceThread exploring ways to reduce conflict when using email to communicate. Click on the play button in the bottom center of the VoiceThread to start the auto-playing presentation.  While this piece shows her creativity, Daria also has written a paper on ODR for Airline Customer disputes that demonstrates the scholarly application of ODR system design concepts. We'll look forward to getting that posted here as well... Daria?

 

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Permalink Reply by Leah Wing on October 28, 2011 at 3:57pm

What great resources, Bill!  Thanks for thanks for these suggestions.

This link is to the Art of Conflict Transformation Event Series that brings artists, academics, and conflict resolvers to explore the transition to peace in Northern Ireland/the north of Ireland.  Since 2008, UMass Amherst in conjunction with partners in Belfast and Springfield, Massachusetts has sponsored a variety of activities both in the U.S. and online.

Clicking on the two murals on the home page will bring people to a video clip of mural painting and a brief radio interview.

Clicking on the Murals tab on the home page will bring folks to a series of tabs which show historical murals painted during the war and also joint murals painted 'across' communities as part of the transition to peace.

http://mural.umasslegal.org/

Leah

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