Understanding dispute resolution online: using text to reflect personal and substantive issues in conflict

Matt Billings, Leon A Watts

Research output: Chapter in Book/Report/Conference proceedingConference contribution

11 Citations (Scopus)

Abstract

Conflict 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.
Original languageEnglish
Title of host publicationCHI '10 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Place of PublicationNew York
PublisherAssociation for Computing Machinery
Pages1447-1456
Number of pages10
ISBN (Print)9781605589299
DOIs
Publication statusPublished - 2010
Event28th Annual CHI Conference on Human Factors in Computing Systems, CHI 2010, April 10, 2010 - April 15, 2010 - Atlanta, GA, USA United States
Duration: 1 Apr 2010 → …

Publication series

NameConference on Human Factors in Computing Systems - Proceedings
PublisherAssociation for Computing Machinery

Conference

Conference28th Annual CHI Conference on Human Factors in Computing Systems, CHI 2010, April 10, 2010 - April 15, 2010
CountryUSA United States
CityAtlanta, GA
Period1/04/10 → …

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  • Cite this

    Billings, M., & Watts, L. A. (2010). Understanding dispute resolution online: using text to reflect personal and substantive issues in conflict. In CHI '10 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (pp. 1447-1456). (Conference on Human Factors in Computing Systems - Proceedings). Association for Computing Machinery. https://doi.org/10.1145/1753326.1753542