ABSTRACT

This chapter connects the various strands of online systems by constructing a framework with examples of application. It focuses on web-supported expert systems that serve as mediators who intervene when impasses occur. In e-supported mediation, a human mediator uses web-based support tools to facilitate a synchronous conflict resolution process between two or more parties. Focusing attention on the behavior of mediators, e-mediation systems are designed to move negotiators from generally inflexible postures to a willingness to consider options for agreement. Advice, which can be considered a function of e-mediation, develops from having performed a diagnosis and analysis. Several experiments have been conducted to evaluate the effectiveness of two versions of an e-mediation system. A key challenge for mediators is to manage the timing of electronic and human interventions: where are the opportunities for using the e-mediation tools. The systems need to alert parties to potential problems as soon as deviations from reference models occur in ongoing negotiations.