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Engaging Users of ODR

Engaging Users of ODR

How do you engage users with your ODR service?



Full Transcript

This part of bringing in the users of the platform has been very much work done by the Dutch Legal Aid Board, our key partner. They have the channels that they use to bring in the first users, and among them are the legal-services counters that we have in the Netherlands. These are basically government funded, legal information offices that are represent in many of the big cities in the city centres. So, they refer people to the Rechtwijzer 2.0 platform. Next to that and I think more importantly, we still have the Rechtwijzer 1.0 platform online. At this stage we have something like 20,000 unique visitors per month.



So, it’s covering the five issues. It’s quite a lot I think. There’s a university doing independent customer-satisfaction research now among its users. It’s a longitudinal study but the first results are in. I was very happy to hear that we almost got an 8 as a satisfaction rate – an 8 out of 10 – which I was led to believe that’s pretty high for a website. There are a lot of users. The availability of Rechtwijzer 2.0 application is mentioned there. We have a customer contact centre that they can call with a request to provide them the link to start using the Rechtwijzer 2.0 application.

About the mediator

Jin Ho Verdonschot Profile Pic

Jin Ho combines expertise from dispute system design, access to justice, UX/UI design, and (online) dispute resolution. He helps courts and other justice sector organisations to update and innovate their procedures and justice processes. For the past 8 years, he has been utilising technology to build better user interfaces for the justice system. Jin Ho initiated, designed and implemented several IT based justice applications in both the ... View Mediator

  • Deborah Breeden

    Stephen, so good to “see” you again, it was wonderful to play adversarial parties with you on the Virtual Mediation Lab.

    Adversarial once more, “professions” are about creating exclusive clubs, regardless of skills, abilities or the quality of service delivered… I MUST agree with David Richbell that it is difficult to quantify “good mediators” and that one mediator with 10 hours of training may serve parties exceedingly well in contrast to another mediator who never quite “gets it” after hundreds of hours of training.

    My passion for mediation springs from many different contexts of seeing an injustice arising from an imbalance of power, personally and in my community. What I purposely bring to the table is a commitment to create a “safe place” for parties to hear one another and be heard by one another. Here in the U.S. regulation/certification becomes even more challenging as each of the 50 states have their own laws and no plans to recognize credentials from any other jurisdiction.

    I am a fabulous mediator, just ask any one of the parties I met during the 300+ mediations I conducted for Small Claims Court, even the ones that did not reach an agreement. I am going to mediate, and learn, and practice, and mediate, and learn and practice, ’til I draw my last breath.

    It isn’t likely that I will ever satisfy the legislators … I will just continue to serve the parties exceptionally well.

    If you are going to be Batman and Aled is going to be Robin, don’t be surprised to see me show up as Cat Woman!

    • Stephen G Anderson

      Hello Deborah. I enjoyed our sparring on Skype too.

      I don’t understand why you think that professions are clubs which disregard skills or ability. Surely, we’re all safer with medical practice being a regulated profession? Being a member of a regulated profession won’t guarantee ability, but it will set minimum standards of education, training and practice which should eliminate much of the unnecessary risk to the customer.But I agree that even within professions there are good and bad: good nurses, bad nurses; good accountants, bad accountants; good social workers, bad social workers; and good government ministers, bad government ministers.

      As a full-time mediator, I’d like the public to know that when they engage a mediator, they are engaging someone who lives, eats and breathes mediation, and not someone who simply mediates a few cases a year. Sounds like you’re firmly in the former camp Debs 😉