Practical examples of Alternative Dispute Resolution in the US and EU - a handbook for best practice today and tomorrow
A Promise Unfulfilled and What to Do About It - Complaint Handling Now Marc Grainer; Scott Broetzmann, David Beinhacker, and Richard Grainer
Online Dispute Resolution - Designing Systems for Effective Dispute Settlement - a US practitioner perspective Jo DeMars
Online Dispute Resolution for Business - Embedding Online Dispute Resolution in the Civil Justice System Pablo Cortes
Consumer Trust and Business Benefits with ODR Immaculada Barral-Vials
Where Law, Technology, Theory and Practice Overlap: Enforcement Mechanisms and System Design Riika Koulu
The Experience of Combining Traditional Face to Face Dispute Resolution Mediation with an Online Dispute Resolution Tool - Benefits and Challenges Amy Koltz
Online Dispute Resolution Decision Making - A NetNeutrals Practitioner's View Katherine G. Newcomer
One Man's View of One Country - ADR & ODR and the future of complaint management in the UK Adrian Lawes
