Evaluation of the Small Claims Online Dispute Resolution Pilot
20 Pages Posted: 21 May 2009 Last revised: 2 Jan 2013
Date Written: September 1, 2008
This article reports and evaluates on a small pilot of online dispute resolution run by HMCS (Her Majesty’s Courts Services) in England and Wales. Twenty five small claims cases were run by two small claims mediators. Settlement rate was 48%. Settlements were as frequently made outside of the online system as within it. Users found the system fairly easy to use, although one mediator noted that some parties faced difficulty. If online dispute resolution were to be used more generally mediators should be selected and trained, parties screened and the system fine-tuned to remove technical problems. But this was a useful tool for dispute resolution in the future.
Keywords: ODR, Online Dispute Resolution, Mediation, ADR, Small Claims
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