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<xTITLE>ODR and Online Reputation Systems</xTITLE>

ODR and Online Reputation Systems

by Colin Rule, Harpreet Singh
April 2013

This chapter is from "Online Dispute Resolution Theory and Practice," Mohamed Abdel Wahab, Ethan Katsh & Daniel Rainey ( Eds.), published, sold and distributed by Eleven International Publishing. The Hague, Netherlands at: www.elevenpub.com.

As with any complex system, especially one as enormous and complex as a global reputation system, inaccuracies and fraud can arise, and these issues can result in disagreements between users.

Timely resolution of these disagreements is essential to the continued health and success of any reputation system. If disagreements go unaddressed and inaccuracies are not fairly addressed, they steadily and inevitably undermine trustin the overall reputation system, which can push the system toward irrelevance and abandonment.

This chapter examines the growth of reputation systems and the resolution mechanisms that have evolved to support them. We discuss the legal context reputation systems operate within, and how it differs between North America and Europe. We then examine two reputation systems in depth, one new and one old: a cutting-edge reputation system called SiteJabber, which collects feedback on websites around the globe; and eBay’s feedback system, one of the original online reputation systems, which has collected more than four billion reviews over the last ten years. We analyze the resolution systems utilized on these platforms in some detail, and then draw some conclusions as to what works and what doesn’t in providing redress for reputation systems. We conclude with our projections as to how these systems will need to evolve in the coming years.





Attachments



rule_singh.pdf ODR and Online Reputation Systems  (rule_singh.pdf)

Biography



Colin Rule is CEO of Mediate.com.  From 2017 to 2020 Colin was Vice President for Online Dispute Resolution at Tyler Technologies. Tyler acquired Modria.com, an ODR provider Colin co-founded, in 2017. From 2003 to 2011 Colin was Director of Online Dispute Resolution for eBay and PayPal.  Colin co-founded Online Resolution, one of the first online dispute resolution (ODR) providers, in 1999 and served as its CEO and President.  Colin worked for several years with the National Institute for Dispute Resolution (now ACR) in Washington, D.C. and the Consensus Building Institute in Cambridge, MA.

Colin is the author of Online Dispute Resolution for Business, published by Jossey-Bass in September 2002, and co-author of The New Handshake: Online Dispute Resolution and the Future of Consumer Protection, published by the ABA in 2017. He received the first Frank Sander Award for Innovation in ADR from the American Bar Association in 2020, and the Mary Parker Follett Award from the Association for Conflict Resolution in 2013. He holds a Master’s degree from Harvard University’s Kennedy School of Government in conflict resolution and technology, a graduate certificate in dispute resolution from UMass-Boston, a B.A. from Haverford College, and he served as a Peace Corps volunteer in Eritrea from 1995-1997.  You can read many of his articles and see some of his talks at colinrule.com/writing.


Harpreet Singh is a third year law student at the University of California Hastings College of the Law in San Francisco. Before law school,he worked as an electrical engineer in the scientific instrumentation industry. After graduation, Harpreet hopes to pursue a career in intellectual property law specifically in the area of patents because of his passion and curiosity for technology.