A Facebook user who objects to this photo can try conflict resolution online.
This post illustrates my recent discussion of the template-based online conflict resolution system Facebook has implemented for user disputes. The system asks users a series of questions, and suggests possible resolutions based on their answers. In some cases, Facebook may offer a user a pre-written message, filled out with a computerized template, to use as a starting point to address a conflict. (more…)
Facebook’s conflict resolution process, page 1
After my original post about Facebook’s online conflict resolution system, I received some requests for more information about the company’s research and the template-based self-help system they now use to resolve user disputes. This post will expand upon the research performed for Facebook by a team of social scientists from Berkeley, and present some examples of the conflict resolution templates which are now in place on the website. The source of this information is the video “New Tools to Understand People” which is available here. Tomorrow, I will follow up with a graphic demonstration of how this system works on the current Facebook site.
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Facebook recently announced its creation of a self-guided dispute resolution system for users. The company has designed a new user-to-user conflict resolution system that could have implications for court ADR systems as well. (more…)
