Online Dispute Resolution

ETHAN KATSH is professor of legal studies at the University of Massachusetts, Amherst and codirector of the Center for Information Technology and Dispute Resolution. He is the author of Law in a Digital World (1995) and The Electronic Media and the Transformation of Law (1989). During the last ten years, he has worked on many projects involving the application of technology to law and legal processes, and has received support for his work from the Hewlett and Markle Foundations. JANET RIFKIN is professor and chair of the Legal Studies Department at the University of Massachusetts and codirector of the university's Center for Information Technology and Dispute Resolution. She has conducted seminars and workshops on mediation and dispute resolution throughout the United States and internationally.

"At last! The definitive response for those wondering how consumers will fare in the e-commerce world. Practical solutions for creating the 'clean, well-lighted' global electronic marketplace." (Scott Cooper, manager for technology policy, Hewlett-Packard) "Online Dispute Resolution by Ethan Katsh and Janet Rifkin, a valuable ODR primer for lawyers, mediators, and business people, will increase in importance with the ongoing rise in global e-commerce, particularly between businesses ('B2B')." (Doug Simpson, legal counsel, Trumbull Services, L.L.C.) "This is a pioneering and important book that will have a lasting effect not only on the field of dispute resolution, but on the whole spectrum of e-commerce-related legal and policy issues. The authors labeling of technology as 'the fourth party' breaks new ground and will shape all further discussions of this topic." (Steve Abernethy, president and CEO, SquareTrade) "...A practical and clear introduction to the field, offering history, introductory, analysis and explanation, alongside numerous helpful case studies, mainly from the US." (The London Times, 8/01) "...this book is a winner...because of the unexpected detail, which is priceless..." (Supply Management, 18 October, 2001) "This is definitely the book to buy if your are interested in Online Dispute Resolution." (The Texas Mediator, 1/02)

• Preface. Acknowledgements. Introduction. 1. The Impact of Cyberspace on Disputes and Dispute Resolution. 2. A Brief History of ODR. 3. Understanding the ODR Process. 4. Introducing the Fourth Party: The Critical Role of Technology. 5. Facilitating Agreement: ODR and Offline Dispute Resolution. 6. How Mediators Can Facilitate "Screen to Screen" Agreement: A Primer for Conflict Resolution Professionals Entering ODR. Appendix 1: Online Literature and Resources about ODR. Appendix 2: ODR Programs and Ventures. Appendix 3: Reed Publishing v. Select Gourmet Foods (Sample Domain Name Dispute Decision) Appendix 4: SquareTrade Direct Negotiation Process. Appendix 5: Online Ombuds Office Dispute Transcript.