Seeking Resolution — The Human Element in Online Dispute Resolution (1)
In a world where technology is seamlessly woven into the fabric of our daily lives, it’s no surprise that traditional methods of conflict resolution are also embracing digital transformation. Online dispute resolution (ODR) is emerging as a powerful tool in resolving conflicts efficiently and effectively, transcending geographical barriers and simplifying the process for all parties involved. While this tech-enable approach promises a swift resolution, it didn’t come without its challenges.
The Case:
The dispute arose when a cheque issued by a woman from the village town of Derabishi, Odisha, bounced due to insufficient funds. The recipient, referred to as the Claimant, had kindly accommodated a delay in cashing the cheque, but unfortunately, the payment was dishonored. Understandably, this led to a conflict between the two parties, with the Claimant seeking recourse for the financial loss incurred. The Respondent, however, proved to be elusive.
Webnyay’s Efforts:
Multi-channel communication: Team Webnyay tried to establish contact, including phone calls, emails, SMS, and WhatsApp messages. By diversifying communication channels, we increase the likelihood of reaching parties who may have varying preferences or accessibility to different communication mediums. The Respondent, however, remained unresponsive.
Impact: Each communication crafted by Team Webnyay was an attempt to establish contact with empathy and consideration for the Respondent’s circumstances, expressing concern for her well-being and willingness to assist in resolving the dispute amicably.Localized outreach: Faced with this hurdle, we employed more localized outreach strategies. Team Webnyay urged the Claimant to serve a Notice to the Respondent by registered post, place advertisements in local, Odiya newspapers in a bid to locate the Respondent.
Impact: These efforts were driven by genuine concern for the woman’s involvement in the resolution process, demonstrating a commitment to ensuring her participation and representation.Innovative approaches: Every attempt to locate her, including steps of sharing the virtual meeting link in newspaper advertisements, underscored the importance of reaching out not only for the purpose of dispute resolution, but also for her well-being.
Impact: The institution’s persistence was rooted in concern for the woman’s ability to participate in the resolution process and have her voice heard, regardless of logistical challenges.
Conclusion:
This case serves as a reminder of the human element inherent in dispute resolution. Since the focus is often on reaching a resolution, ODR institutions strive to ensure that their processes are accessible to all individuals, including those with disabilities or special needs. It’s crucial never to lose sight of the individuals affected.
As we continue to embrace the digital age, let us remember that behind every dispute are individuals with unique circumstances and emotions. By upholding justice with compassion, we can truly pave the way for a more equitable and harmonious society.