ABSTRACT
Online arbitration, a fairly new concept within online dispute resolution (ODR), is currently in need of a set of best practices to enhance users' confidence and trust in using it to resolve their disputes. The American Arbitration Association (AAA), established in 1926, is a non-profit making public service organisation and a global leader in conflict management, providing services to individuals and organisations that wish to resolve conflicts out of court. Currently the majority of arbitration institutions have not offered any specific online arbitration rules but may provide an ODR user guide, roadmap or protocol as a supplementary guideline to their traditional institutional arbitration rules. While there is a growing demand for transparency in ODR process, confidentiality is still one of most important virtues of mediation and arbitration. Accessibility of ODR systems may be enhanced if ODR service providers are given the responsibility to ensure users have easy access to functions in the systems.
