Online Dispute Resolution For Business: B2B, E-Commerce, Consumer, Employment, Insurance, and other Commercial Conflicts

Online Dispute Resolution for Business B2B, E-Commerce, Consumer, Employment, Insurance, and Other Commercial Conflicts......Page 3
Contents......Page 5
Preface......Page 9
Introduction......Page 13
The Growth of Alternative Dispute Resolution......Page 14
Online Dispute Resolution Meets the Needs of Modern Business......Page 15
The New Challenge: Online-Only Disputes......Page 16
The Growing Consensus Behind ODR......Page 18
The Plan of the Book......Page 19
Part I: What Is ODR?......Page 21
1 Overview......Page 23
A Brief History of ADR......Page 25
The Development of the ADR Field......Page 26
ADR and Business......Page 29
The Development of ODR......Page 31
A Brief History of ODR......Page 33
Using Technology for Dispute Analysis......Page 35
Technology as an Administrator and Organizer......Page 36
Technology and Communications......Page 37
The Arrival of the Internet......Page 38
Early ODR Experiments......Page 39
ODR and the Commercial Internet......Page 40
The Current State of ODR......Page 41
The End of the Internet?......Page 46
2 How ODR Works......Page 47
How Does ADR Work?......Page 48
From ADR to ODR......Page 55
Differences Between ODR and ADR......Page 56
Types of Online Communication......Page 58
Envisioning the “Fourth Party”......Page 67
3 Advantages of ODR......Page 73
Advantages for Disputants......Page 74
Advantages for Neutrals......Page 83
Advantages for Businesses......Page 88
ODR Disadvantages......Page 92
Part II: ODR and Business......Page 99
4 ODR: Essential to E-Commerce......Page 101
The Promise of E-Commerce......Page 102
The Unforeseen Challenges of E-Commerce......Page 103
Transboundary Transactions......Page 105
5 Providing Online Redress: ODR and B2C E-Commerce......Page 109
The Shortcoming of B2C E-Commerce: A Lack of Trust......Page 110
Types of B2C Transactions......Page 113
Provider Profile: SquareTrade......Page 114
Getting Consumers to Trust Online Transactions......Page 116
Key Considerations for B2C ODR Programs......Page 121
Credit Cards and Chargebacks......Page 122
Power Differentials Between Customers and Businesses......Page 123
What Is Happening Now......Page 125
Case Study: B2C Auction......Page 129
B2B Marketplaces: The Rise and Fall......Page 133
B2B Online Exchanges Need ODR......Page 138
Case Study: B2B Transaction......Page 143
7 Maximizing Efficiency: How ODR Can Help the Insurance Industry......Page 147
The Insurance Industry......Page 148
Insurance and ADR......Page 150
How ODR Works for Settling Claims......Page 152
Provider Profile: Cybersettle......Page 154
Criticisms of Blind Bidding......Page 157
ODR and E-Commerce Insurance......Page 158
Case Study: A Rear-End Collision (Blind Bid and Settlement of a Subrogated Claim)......Page 163
Case Study: A Declaratory Judgment Dispute (Insurer versus Reinsurer and Online Arbitration)......Page 165
8 ODR and Employment: Resolving Workplace Disputes Online......Page 169
Human Resources and Dispute Resolution......Page 171
The Virtual Workplace......Page 172
Getting Involved Early......Page 176
ODR as an Employee Benefit......Page 178
Binding Employee Arbitration Clauses......Page 179
Case Study: Supervisor-Supervisee Difficulty......Page 181
9 Electronic Democracy: ODR and Government......Page 185
The Scope of Government......Page 186
Government and Technology......Page 187
ADR and the Government......Page 188
How ODR Can Assist Government......Page 190
Provider Profile: FMCS......Page 191
Case Study: RuleNet......Page 193
Multiparty Disputes......Page 195
How ODR Benefits Multiparty Processes......Page 197
Case Study: Addison Zoning......Page 200
10 Confidentiality and Privacy: Health Care and Finance......Page 205
The Nature of Privacy Violations......Page 206
New Privacy Legislation: HIPAA and the Gramm-Leach-Bliley Act (1999)......Page 208
Europe Leads on Privacy Protection......Page 209
What Does a Privacy Resolution Look Like?......Page 210
ODR Is the Best Way to Handle Privacy Disputes......Page 211
Provider Profiles: BBB and TRUSTe......Page 212
Case Study: Privacy Violation......Page 213
11 Building a Global Justice System: ODR and Transboundary Disputes......Page 215
A Transboundary Justice System: ICANN’s UDRP......Page 216
Culture, Geography, and the UDRP......Page 221
New Pressures on the Domain Name System......Page 222
Other Transnational ODR Systems......Page 223
Provider Profile: eResolution......Page 225
Class Actions......Page 227
Intellectual Property......Page 229
Advertising......Page 230
Construction......Page 231
Real Estate......Page 232
Family......Page 234
Education......Page 235
Case Study: Peer Mediation......Page 237
Part III: Designing Effective ODR for Business: Envisioning the Fourth Party......Page 239
Disputants......Page 241
Neutrals......Page 251
14 Designing the Platform: Technology......Page 257
Strengths and Weaknesses of Online Communication Options......Page 258
ODR Technology Best Practices......Page 262
Summary......Page 276
15 Defining the Process: Setting Standards of Practice......Page 277
Elements of ODR Processes......Page 278
Standards for ODR......Page 281
Summary......Page 294
What Types of Disputes Best Utilize ODR?......Page 295
What Types of Disputes Should Avoid ODR?......Page 296
Can Online Communication Be Rich Enough to Resolve Disputes?......Page 297
When Should a Dispute Go to ODR?......Page 301
How Should Companies Advertise the Availability of ODR Services?......Page 303
How Can Online Resolutions Be Enforced?......Page 304
How Much Should ODR Services Cost?......Page 306
17 Conclusion......Page 309
The Internet’s Impact: Hype versus Substance......Page 310
The Future of Online Dispute Resolution......Page 311
Appendix......Page 315
Notes......Page 317
Suggested Reading......Page 323
Index......Page 331
About the Author......Page 338