Communication Theory & ODR: An Introduction and Orientation - ADRhub - Creighton NCR2024-03-29T12:51:34Zhttp://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?id=4905899%3ATopic%3A42633&feed=yes&xn_auth=noThis has been an interesting…tag:www.adrhub.com,2012-11-03:4905899:Comment:443572012-11-03T01:10:35.847Zwxyhttp://www.adrhub.com/profile/EthanMcNiff
<p>This has been an interesting discussion on the potential of ODR and how communication plays such a huge role in ODR. I think the most important thing to remember when discussing the use of technology in conflict resolution is the idea of balance. While technology can and should be used to help resolve conflict it should never be a replacement for human capital. Conflicts are to tricky to be tackled with anything less than a fully functional human brain capable of divergent thinking and…</p>
<p>This has been an interesting discussion on the potential of ODR and how communication plays such a huge role in ODR. I think the most important thing to remember when discussing the use of technology in conflict resolution is the idea of balance. While technology can and should be used to help resolve conflict it should never be a replacement for human capital. Conflicts are to tricky to be tackled with anything less than a fully functional human brain capable of divergent thinking and effective communication. Technology is not yet at a point where it can think for itself so the human element is still of the upmost importance. And these people need to be able to communicate effectively when they use new technology. They need to understand both the new technological advances and the people they are meant to help. </p> No I have not but I will defi…tag:www.adrhub.com,2012-11-03:4905899:Comment:445282012-11-03T00:30:00.523ZJoshua Morrishttp://www.adrhub.com/profile/JoshuaMorris
<p>No I have not but I will definitely take a look, appreciate the feedback.<br></br> <br></br> <cite>Jeff Bean said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?id=4905899%3ATopic%3A42633&page=2#4905899Comment44294"><div><div class="xg_user_generated"><p>Joshua, have you checked out Modria's enterprise solutions? If I'm understanding your situation correctly, you've got single-issue distributive disputes (i.e., how much…</p>
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<p>No I have not but I will definitely take a look, appreciate the feedback.<br/> <br/> <cite>Jeff Bean said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?id=4905899%3ATopic%3A42633&page=2#4905899Comment44294"><div><div class="xg_user_generated"><p>Joshua, have you checked out Modria's enterprise solutions? If I'm understanding your situation correctly, you've got single-issue distributive disputes (i.e., how much money will change hands) that happen often enough and are inefficient enough that you're looking for a streamlined process. That sounds like their bailiwick.<br/> <br/> <cite>Joshua Morris said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?commentId=4905899%3AComment%3A44452&xg_source=msg_com_forum#4905899Comment44452"><div><div class="xg_user_generated"><p>I agree with you, I think the shift to paperless can help boost the usage of ODR. I am reminded by many of my elders in the steel industry that purchase orders used to be sent by mail, inventory was tracked by cards much like a library system, etc. It took over 3 weeks to deliver steel to a customer. With the shift in technology we are now able to deliver steel the same day. The move to a paperless has improved delivery times, opened our eyes to needs, etc. Where my industry lacks is in disputes. Current disputes that cannot be resolved have to go to court due to the amount of money involved. This can be both inefficient and expensive for the company. I would like to see a system in my industry that takes pieces from other segments of ODR platforms used in different industries and builds on it. <br/><br/>Any suggestions? <br/> <br/> <cite>Bill Warters said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?id=4905899%3ATopic%3A42633&page=2#4905899Comment44266"><div><div class="xg_user_generated"><p>Good discussion here. It is interesting to think about different sectors such as health and manufacturing in comparison to legal services and explore what may move the ODR ball forward. I wonder if the use of online ODR tools will start to grow more quickly now simply due to the convenience of not having to reenter data that you have already put into an online system earlier (ie ebay transaction details, amazon order, steel shipment manifest, e-health record). Perhaps the tipping point will be the shift to a "paperless" society in general, with ODR riding in on the convenience and speed coattails.</p>
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</blockquote> Joshua, have you checked out…tag:www.adrhub.com,2012-11-03:4905899:Comment:442942012-11-03T00:21:36.056ZJeff Beanhttp://www.adrhub.com/profile/JeffBean
<p>Joshua, have you checked out Modria's enterprise solutions? If I'm understanding your situation correctly, you've got single-issue distributive disputes (i.e., how much money will change hands) that happen often enough and are inefficient enough that you're looking for a streamlined process. That sounds like their bailiwick.<br></br> <br></br> <cite>Joshua Morris said:…</cite></p>
<p>Joshua, have you checked out Modria's enterprise solutions? If I'm understanding your situation correctly, you've got single-issue distributive disputes (i.e., how much money will change hands) that happen often enough and are inefficient enough that you're looking for a streamlined process. That sounds like their bailiwick.<br/> <br/> <cite>Joshua Morris said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?commentId=4905899%3AComment%3A44452&xg_source=msg_com_forum#4905899Comment44452"><div><div class="xg_user_generated"><p>I agree with you, I think the shift to paperless can help boost the usage of ODR. I am reminded by many of my elders in the steel industry that purchase orders used to be sent by mail, inventory was tracked by cards much like a library system, etc. It took over 3 weeks to deliver steel to a customer. With the shift in technology we are now able to deliver steel the same day. The move to a paperless has improved delivery times, opened our eyes to needs, etc. Where my industry lacks is in disputes. Current disputes that cannot be resolved have to go to court due to the amount of money involved. This can be both inefficient and expensive for the company. I would like to see a system in my industry that takes pieces from other segments of ODR platforms used in different industries and builds on it. <br/><br/>Any suggestions? <br/> <br/> <cite>Bill Warters said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?id=4905899%3ATopic%3A42633&page=2#4905899Comment44266"><div><div class="xg_user_generated"><p>Good discussion here. It is interesting to think about different sectors such as health and manufacturing in comparison to legal services and explore what may move the ODR ball forward. I wonder if the use of online ODR tools will start to grow more quickly now simply due to the convenience of not having to reenter data that you have already put into an online system earlier (ie ebay transaction details, amazon order, steel shipment manifest, e-health record). Perhaps the tipping point will be the shift to a "paperless" society in general, with ODR riding in on the convenience and speed coattails.</p>
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</blockquote> I agree with you, I think the…tag:www.adrhub.com,2012-11-02:4905899:Comment:444522012-11-02T23:27:10.092ZJoshua Morrishttp://www.adrhub.com/profile/JoshuaMorris
<p>I agree with you, I think the shift to paperless can help boost the usage of ODR. I am reminded by many of my elders in the steel industry that purchase orders used to be sent by mail, inventory was tracked by cards much like a library system, etc. It took over 3 weeks to deliver steel to a customer. With the shift in technology we are now able to deliver steel the same day. The move to a paperless has improved delivery times, opened our eyes to needs, etc. Where my industry lacks is in…</p>
<p>I agree with you, I think the shift to paperless can help boost the usage of ODR. I am reminded by many of my elders in the steel industry that purchase orders used to be sent by mail, inventory was tracked by cards much like a library system, etc. It took over 3 weeks to deliver steel to a customer. With the shift in technology we are now able to deliver steel the same day. The move to a paperless has improved delivery times, opened our eyes to needs, etc. Where my industry lacks is in disputes. Current disputes that cannot be resolved have to go to court due to the amount of money involved. This can be both inefficient and expensive for the company. I would like to see a system in my industry that takes pieces from other segments of ODR platforms used in different industries and builds on it. <br/><br/>Any suggestions? <br/> <br/> <cite>Bill Warters said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation?id=4905899%3ATopic%3A42633&page=2#4905899Comment44266"><div><div class="xg_user_generated"><p>Good discussion here. It is interesting to think about different sectors such as health and manufacturing in comparison to legal services and explore what may move the ODR ball forward. I wonder if the use of online ODR tools will start to grow more quickly now simply due to the convenience of not having to reenter data that you have already put into an online system earlier (ie ebay transaction details, amazon order, steel shipment manifest, e-health record). Perhaps the tipping point will be the shift to a "paperless" society in general, with ODR riding in on the convenience and speed coattails.</p>
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</blockquote> Bill, this is excellent. I se…tag:www.adrhub.com,2012-11-02:4905899:Comment:442782012-11-02T21:09:16.528ZJeff Beanhttp://www.adrhub.com/profile/JeffBean
<p>Bill, this is excellent. I see it as a useful primer. As more and more practitioners become attracted to ODR - not just academicians and pracademicians (love that!) and systems builders and integrators - this can be a great introduction for them into the issues and how to adapt their work to an online context.</p>
<p>Bill, this is excellent. I see it as a useful primer. As more and more practitioners become attracted to ODR - not just academicians and pracademicians (love that!) and systems builders and integrators - this can be a great introduction for them into the issues and how to adapt their work to an online context.</p> Thanks for the great response…tag:www.adrhub.com,2012-11-02:4905899:Comment:443352012-11-02T18:49:38.598ZJon H. Midlerhttp://www.adrhub.com/profile/JonHMidler
<p>Thanks for the great responses to my question. I certainly hope the field grows even more in the future. </p>
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<p>Thanks for the great responses to my question. I certainly hope the field grows even more in the future. </p>
<p></p> Good discussion here. It is i…tag:www.adrhub.com,2012-11-02:4905899:Comment:442662012-11-02T17:47:42.209ZBill Wartershttp://www.adrhub.com/profile/BillWarters
<p>Good discussion here. It is interesting to think about different sectors such as health and manufacturing in comparison to legal services and explore what may move the ODR ball forward. I wonder if the use of online ODR tools will start to grow more quickly now simply due to the convenience of not having to reenter data that you have already put into an online system earlier (ie ebay transaction details, amazon order, steel shipment manifest, e-health record). Perhaps the tipping point will…</p>
<p>Good discussion here. It is interesting to think about different sectors such as health and manufacturing in comparison to legal services and explore what may move the ODR ball forward. I wonder if the use of online ODR tools will start to grow more quickly now simply due to the convenience of not having to reenter data that you have already put into an online system earlier (ie ebay transaction details, amazon order, steel shipment manifest, e-health record). Perhaps the tipping point will be the shift to a "paperless" society in general, with ODR riding in on the convenience and speed coattails.</p> Colin,
Great comment. I think…tag:www.adrhub.com,2012-11-02:4905899:Comment:443182012-11-02T13:52:23.257ZJoshua Morrishttp://www.adrhub.com/profile/JoshuaMorris
<p>Colin,</p>
<p><br></br>Great comment. I think the Ebay system is great, as disputes are handled very quickly for the most part. There are the few that take some time, but that is dispute resolution in general. In my organization I have worked with my tech department on devolpoing a system similar to Ebay where customers can make a claim against material that was sold to them, with in minutes they are contacted by a member in quality and the claim is reviewed. There is a breakdown of what they…</p>
<p>Colin,</p>
<p><br/>Great comment. I think the Ebay system is great, as disputes are handled very quickly for the most part. There are the few that take some time, but that is dispute resolution in general. In my organization I have worked with my tech department on devolpoing a system similar to Ebay where customers can make a claim against material that was sold to them, with in minutes they are contacted by a member in quality and the claim is reviewed. There is a breakdown of what they need to have available along with a Fed Ex number to send the material needed to our company. While this has done great things to streamline our process with dealing with customer rejections in the steel industry and your work has done great things to streamline a company such as Ebay. Why are more companies not getting on board? I have seen companies such as Sprint make the move, but other big name companies seem relunctant to move to an online dispute center.</p>
<p>What is your suggestion for newbies in the field of ODR to help push awareness toward ODR platforms? Also while you believe we are getting there and others believe we are stalled, what do you think it will take to push us over the hump? <br/> <br/> <cite>Colin Rule said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation#4905899Comment44235"><div><div class="xg_user_generated"><p>As to the question about ODR not taking off, I might suggest looking at how the field has developed from a different angle. At eBay, we built ODR systems that grew to resolve 60m disputes per year. It's true SquareTrade did a couple million disputes between 2000-2005, but once that volume was brought internal to eBay, it really expanded by a factor of 10. </p>
<p>I think the model of third party ODR companies has not yet gotten great traction (though we're working on that) but we have seen a steady growth in volume and diversity in ODR for the last decade. Amazon and TaoBao now have similar resolution processes, though they don't refer to them specifically as ODR.</p>
<p>The new regulations from BC and the EU, and the working group within the UN, also show that ODR has come a long way. We're not there yet, but we're getting there.</p>
<p>rah</p>
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</blockquote> Hello Colin, Thank you for th…tag:www.adrhub.com,2012-11-02:4905899:Comment:442382012-11-02T09:26:09.852ZJelle van Veenenhttp://www.adrhub.com/profile/JellevanVeenen
<p>Hello Colin, Thank you for this point of view. I certainly support your point that ODR is growing. However, the pace is steady rather than explosive. I recently attended an event about eHealth, and this field is clearly a few steps ahead of the legal field: medical service suppliers all want to get involved in online services, many companies pop up that develop technologies, and the government actively facilitates innovation. Applications have evolved to a point where it is self-evident that…</p>
<p>Hello Colin, Thank you for this point of view. I certainly support your point that ODR is growing. However, the pace is steady rather than explosive. I recently attended an event about eHealth, and this field is clearly a few steps ahead of the legal field: medical service suppliers all want to get involved in online services, many companies pop up that develop technologies, and the government actively facilitates innovation. Applications have evolved to a point where it is self-evident that they can improve the quality of medical services, and at the same time reduce the costs. And patients as well as professionals like to use these applications (with the usual exceptions, of course).</p>
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<p>Your eBay example shows that ODR can certainly be successful. But it is also an example where the demand for dispute resolution was clear, and the choice for online was an easy one.</p>
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<p>In the medical domain there is a market for online tools since suppliers of care can see why they need them. What do we need to convince suppliers of legal services that they need online tools? How can we further develop a market for ODR?</p>
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<p>Jelle</p>
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<p><br/> <br/> <cite>Colin Rule said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation#4905899Comment44235"><div><div class="xg_user_generated"><p>As to the question about ODR not taking off, I might suggest looking at how the field has developed from a different angle. At eBay, we built ODR systems that grew to resolve 60m disputes per year. It's true SquareTrade did a couple million disputes between 2000-2005, but once that volume was brought internal to eBay, it really expanded by a factor of 10. </p>
<p>I think the model of third party ODR companies has not yet gotten great traction (though we're working on that) but we have seen a steady growth in volume and diversity in ODR for the last decade. Amazon and TaoBao now have similar resolution processes, though they don't refer to them specifically as ODR.</p>
<p>The new regulations from BC and the EU, and the working group within the UN, also show that ODR has come a long way. We're not there yet, but we're getting there.</p>
<p>rah</p>
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</blockquote> Bill, this is incredible. I…tag:www.adrhub.com,2012-11-02:4905899:Comment:441522012-11-02T05:55:16.330ZColin Rulehttp://www.adrhub.com/profile/ColinRule
<p>Bill, this is incredible. I love it. Especially the timeline. Kudos for putting this together -- a great contribution to the field! I'm going to use it in my ODR classes moving forward...</p>
<p>rah<br></br> <br></br> <cite>Bill Warters said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation#4905899Comment43078"><div><div class="xg_user_generated"><p>I'd love to hear your thoughts after viewing the…</p>
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<p>Bill, this is incredible. I love it. Especially the timeline. Kudos for putting this together -- a great contribution to the field! I'm going to use it in my ODR classes moving forward...</p>
<p>rah<br/> <br/> <cite>Bill Warters said:</cite></p>
<blockquote cite="http://www.adrhub.com/forum/topics/communication-theory-odr-an-introduction-and-orientation#4905899Comment43078"><div><div class="xg_user_generated"><p>I'd love to hear your thoughts after viewing the <a rel="nofollow" href="http://campus-adr.net/ODRModule/index.html" target="_blank">free learning module</a>.</p>
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