research-article

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

Authors:

Leon A. WattsAuthors Info & Claims

CHI '10: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems

Pages 1447 - 1456

https://doi.org/10.1145/1753326.1753542

Published: 10 April 2010 Publication History

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.

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Cited By

Shaikh OChai VGelfand MYang DBernstein M(2024)Rehearsal: Simulating Conflict to Teach Conflict ResolutionProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642159(1-20)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642159
Yong SCui LSuma Rosenberg EYarosh S(2024)A Change of Scenery: Transformative Insights from Retrospective VR Embodied Perspective-Taking of Conflict With a Close OtherProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642146(1-18)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642146
Ren YZhang HKraut R(2023)How Did They Build the Free Encyclopedia? A Literature Review of Collaboration and Coordination among Wikipedia EditorsACM Transactions on Computer-Human Interaction10.1145/361736931:1(1-48)Online publication date: 29-Nov-2023
https://dl.acm.org/doi/10.1145/3617369
Show More Cited By

Index Terms

Understanding dispute resolution online: using text to reflect personal and substantive issues in conflict
1. Human-centered computing
  1. Collaborative and social computing
2. Information systems
  1. World Wide Web
    1. Web applications
      1. Internet communications tools
        Web conferencing

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cover image ACM Conferences

CHI '10: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems

April 2010

2690 pages

ISBN:9781605589299

DOI:10.1145/1753326

General Chair:
Elizabeth Mynatt
Georgia Institute of Technology
,
Program Chairs:
Geraldine Fitzpatrick
Vienna University of Technology
,
Scott Hudson
Carnegie Mellon University
,
Keith Edwards
Georgia Tech
,
Tom Rodden
University of Nottingham

Copyright © 2010 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Published: 10 April 2010

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CHI '10: CHI Conference on Human Factors in Computing Systems

April 10 - 15, 2010

Georgia, Atlanta, USA

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Cited By

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https://dl.acm.org/doi/10.1145/3613904.3642159
Yong SCui LSuma Rosenberg EYarosh S(2024)A Change of Scenery: Transformative Insights from Retrospective VR Embodied Perspective-Taking of Conflict With a Close OtherProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642146(1-18)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642146
Ren YZhang HKraut R(2023)How Did They Build the Free Encyclopedia? A Literature Review of Collaboration and Coordination among Wikipedia EditorsACM Transactions on Computer-Human Interaction10.1145/361736931:1(1-48)Online publication date: 29-Nov-2023
https://dl.acm.org/doi/10.1145/3617369
Hsieh JKim JDabbish LZhu H(2023)"Nip it in the Bud": Moderation Strategies in Open Source Software Projects and the Role of BotsProceedings of the ACM on Human-Computer Interaction10.1145/36100927:CSCW2(1-29)Online publication date: 4-Oct-2023
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