Understanding dispute resolution online: using text to reflect personal and substantive issues in conflict
Billings, M. and Watts, L. A., 2010. Understanding dispute resolution online: using text to reflect personal and substantive issues in conflict. In: 28th Annual CHI Conference on Human Factors in Computing Systems, CHI 2010, April 10, 2010 - April 15, 2010, 2010-04-01. New York: Association for Computing Machinery (ACM), pp. 1447-1456. (Conference on Human Factors in Computing Systems - Proceedings)
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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.
|Item Type||Conference or Workshop Items (UNSPECIFIED)|
|Creators||Billings, M.and Watts, L. A.|
|Departments||Faculty of Science > Computer Science|
|Additional Information||28th Annual CHI Conference on Human Factors in Computing Systems, CHI 2010. 1-15 April 2010. Atlanta, GA, United States.|
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