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Understanding dispute resolution online: Using text to reflect personal and substantive issues in conflict
Abstract Conflict is a natural part of human communConflict is a natural part of human communication with implications for the work and well-being of a community. It can cause projects to stall or fail. Alternatively new insights can be produced that are valuable to the community, and membership can be strengthened. We describe how Wikipedia mediators create and maintain a 'safe space'. They help conflicting parties to express, recognize and respond positively to their personal and substantive differences. We show how the 'mutability' of wiki text can be used productively by mediators: to legitimize and restructure the personal and substantive issues under dispute; to actively and visibly differentiate personal from substantive elements in the dispute, and to maintain asynchronous engagement by adjusting expectations of timeliness. We argue that online conflicts could be effectively conciliated in other text-based web communities, provided power differences can be controlled, by policies and technical measures for maintaining special 'safe' conflict resolution spaces.special 'safe' conflict resolution spaces.
Abstractsub Conflict is a natural part of human communConflict is a natural part of human communication with implications for the work and well-being of a community. It can cause projects to stall or fail. Alternatively new insights can be produced that are valuable to the community, and membership can be strengthened. We describe how Wikipedia mediators create and maintain a 'safe space'. They help conflicting parties to express, recognize and respond positively to their personal and substantive differences. We show how the 'mutability' of wiki text can be used productively by mediators: to legitimize and restructure the personal and substantive issues under dispute; to actively and visibly differentiate personal from substantive elements in the dispute, and to maintain asynchronous engagement by adjusting expectations of timeliness. We argue that online conflicts could be effectively conciliated in other text-based web communities, provided power differences can be controlled, by policies and technical measures for maintaining special 'safe' conflict resolution spaces.special 'safe' conflict resolution spaces.
Bibtextype inproceedings  +
Doi 10.1145/1753326.1753542  +
Has author Billings M. + , Watts L.A. +
Has extra keyword Computer-mediated communication + , Conflict Resolution + , Dispute resolution + , Human communications + , On-line dispute resolution + , Technical measures + , Virtual community + , Web community + , Wikipedia + , Communication + , Virtual reality + , Human engineering +
Has keyword Computer-mediated communication + , Conflict + , Online dispute resolution + , Virtual communities + , Wikipedia +
Isbn 9781605589299  +
Language English +
Number of citations by publication 1  +
Number of references by publication 0  +
Pages 1447–1456  +
Published in Conference on Human Factors in Computing Systems - Proceedings +
Title Understanding dispute resolution online: Using text to reflect personal and substantive issues in conflict +
Type conference paper  +
Volume 3  +
Year 2010 +
Creation dateThis property is a special property in this wiki. 8 November 2014 10:39:37  +
Categories Publications without license parameter  + , Publications without remote mirror parameter  + , Publications without archive mirror parameter  + , Publications without paywall mirror parameter  + , Conference papers  + , Publications without references parameter  + , Publications  +
Modification dateThis property is a special property in this wiki. 8 November 2014 10:39:37  +
DateThis property is a special property in this wiki. 2010  +
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