Models of Alternative Dispute Resolution (ADR): A report for the Legal Ombudsman
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Gill, C., Williams, J., Brennan, C. & Hirst, C. (2014) Models of Alternative Dispute Resolution (ADR): A report for the Legal Ombudsman. Edinburgh: Queen Margaret University, Consumer Insight Centre.
The aim of this research was to investigate what the Legal Ombudsman can learn from other Alternative Dispute Resolution (ADR) providers. The research was commissioned by the Legal Ombudsman to help it review and develop its dispute resolution model and ensure it remains fit-for-purpose. The research involved a case study design and fieldwork was conducted with ten organisations: four in the UK, one in Ireland, two in New Zealand, one in Australia, one in Canada and one in the USA. The research highlighted a range of dispute resolution practices and illustrated some of the key design choices that ADR providers need to make when designing or reviewing a dispute resolution scheme. These fell within four areas: the use of online dispute resolution; the early stages of dispute resolution processes; mediation approaches; and the later stages of dispute resolution and building influence.