E-MEDIATION
ELECTRONIC MEDIATION WITH MEDIAR ONLINE SPAIN.[1]
e-Mediation (Article presented on World Mediation Summit at Madrid)
Abstract
One of the
fields in which conflict mediation is developing is on the Internet, it’s look
to become in one tool designed to solve conflicts with independently of their
origins, whether it is on Internet activities or not. Legal framework in Spain
allows us to clearly differentiate the Electronic Mediation from other online
dispute resolution methods. This article
reviews the state of art to account of what electronic mediation meant.
Keywords
Electronic
mediation. E-Mediation. Mediation on-line. Mediation by electronic means. ODR.
Introduction
What
e-Mediation means?
When in
2008 I read the Directive 2008/52/CE of the European Parliament and of the
Council of 21 May 2008 on certain aspects of mediation in civil and commercial
matters, (Directive, 2008) intends to encourage amicable dispute resolution
through the mediation and highly recommends this process to cross-border
disputes in civil and commercial matters, then I saw it clear: we can mediate
on-line.
I start to
study how mediate on-line, and what I found was nothing... yes, nothing.
All the
platforms, books, articles, etc., talked about “on-line dispute resolution”
(ODR) or “blind negotiation”, but no-one talked about e-mediation, and the
obvious question was, why, don´t they see any difference?, are both of them the
same skills?
I´d looked
at many articles and some books too and I notice that: there is not an unique
definition for mediation: each country,
state, town-hall, company, teacher, and of course, each mediator has his own,
and as if we are talking about an “open concept”, all of them are valid.
Mediators
go beyond theories and models to apply to each case they have, it’s like a
collection-in-progress of techniques, tools, knowledge and approaches used by
mediators in order to become more and more “effective”.
Actually
we’ve got a lot of “models”: evaluative, facilitative, transformative,
narrative. Even I have my own model: I’ve named it Appreciative Mediation.
So,
Mediation is very flexible, but there must be a border somewhere. Can it be the
same border between Negotiation and Mediation? And if there is a border, should
it be the same or apply for the e-Mediation?
The answer
is not easy, because as we can see it depends on: a) concept of mediation, and
b) law and regulation acts of mediations.
In Spain
we’ve Law 5/2012, of July 6, on Mediation in Civil and Commercial Matters (the
“Mediation Act”), which was published in the Official Gazette of the Spanish
State on July 7, 2012 and entered into force on July 27, 2012. (Spain, 2012)
and the Royal Decree 980/2013, of December 13, for develop certain aspects of
Law 5/2012, of July 6, mediation in civil and commercial matters (the
“Regulation Act”) (Spain, 2013) and according to this acts, mediation process
must be (Conforti, 2014, 24):
i)
willfulness and free disposition (art. 6).
ii)
equality of the parties and impartiality of the mediator (art.7).
iii)
neutrality (art. 8).
iv)
confidentiality (art.9).
v) good
faith, respect and cooperation (art.10).
vi)
guarantee the identity of the participants (art. 24.1).
In addition
to that, mediator must to be sensible to the mediation characteristics:
•
Interaction between client and mediator (on caucus, for example) or between
parts and mediator (joint session) must be in the synchronic way to be
considered interaction.
• Mediator
must apply all the mediation’s techniques, I mean, deal with emotions,
empowerment, recognize the key to transformation in conflict, future focus,
reframe, summarize-review, allow narratives, talk about feelings,
responsibility, do appreciate questions, identify unmet need behind the no,
give homework for the next session, help the parties to see and reach their own
boundaries, descale high emotions in search of calm and respect, validate them,
redirect the dialogue, etc.
• Mediator
must see the parties; the visual contact with them will allow him to read body
language such as reactions, predisposition to cooperate, low or high interest,
etc. And the most important thing: mediators can certify identities of parts,
through themselves.
As a first
conclusion I will said that “e-Mediation is the result of enforcement of the
sum of the mediation laws and the characteristics of the mediation processes”
As a more
technical definition I will use this one: “e-Mediation is a process done
partially or totally by electronic means, in a more or less simple way, in
which always the parties’ identity must be guarantee as well as the principles
and characteristics of the mediation process, which always will be carried out
by a mediator as a trained neutral third party to help the parties to reach the
agreement.” (Conforti, 2014, 22-24 and 62-63).
Legal and
non legal difficulties
And the
solutions I found to each-one.
Of all the
legal requirements; “confidentiality” and the “identity of parties guarantee”
were the two of them that called my attention, because according to the law,
the mediator is the responsible for this, so I ask myself: how will I do that?
1.Regarding
“confidentiality” a question appeared: is valid a clause that the parties
authorize me to transfer information to a third party?
I suspect
not and to be honest, I’m not interested at all to go into court to get the
answer, so I saw it clear: as a mediator I must keep all the information with
me all the time.
2.Regarding
“guarantee the identity of the participants” the first question was: an
Electronic ID[2] should be a solution?
We all know
a person who has lost his credit card and has had a big problem because “he has
made a lot of purchases, or had withdrawn money from an automatic bank cashier,
etc”, but he hasn’t.
I bet we
can say with a high degree of certainty, that a person with an electronic ID of
other can do a lot of things trough the net. Electronic ID certifies that the
person connected has that ID, but does not guarantee the identity of the
person.
3.The
second question was: a Skype[3] videoconference should be the solution?
Well, all
the free videoconferences in public environments do not guarantee privacy or
confidentiality of communications[4], in fact they auto-exclude their own
responsibility for the service provided: you can confirm this by reading the
terms of use or contracts conditions of this free services (Skype, 2014, 12),
but also there is another problem: according to he law , the sessions must be
registered by e-mediator in order to be used later on for audit if it is
necessary (Spain 2012, arts. 2.5 and 24).
Now about
the principles and characteristics of the mediation processes, we have:
• Regarding
“interaction” the question was: if mediation is a “face-to-face meeting between
parties”, have we the technical ability to do it synchronized? Or will
mediators give up doing in that way?
The answer
was clear once: yes, we can have face-to-face synchronized meditation sessions.
• Regarding
“the mediation skills” the question was: with which platform the mediator can
apply all their techniques with? I mean, to deal with emotions, read the body
language, etc.
To summarize
the four big challenges or difficulties I would say that they are:
• The
Confidentiality (art. 9 of the Law 5/2012)
• The
Guarantee of the participants identity (art. 24.1 of the Law 5/2012).
• The
importance of these first two aspects in on-line mediation is huge due to the
possible criminal offenses: arts. 197.5 and 199 of the penal code regarding
confidentiality (secrets disclosure) and art. 401 of the same Law regarding
identity impersonation (civil status usurpation),
• The
Interaction (synchronous)
• The
Mediation Techniques and Skills (deal with emotions)
The
importance of these last two aspects in on-line mediation is huge because if
these aspects are not satisfied we will be doing something else but not
e-mediation.
The
solutions I found to each-one
I must
confess that, for many years (6 years in fact) I could not corroborate this
right, because no one was talking about e-mediation.
When I read
Professor Ethan Katsh «This book is, I believe, the first one on focus
specifically on e-mediation» (Conforti, 2014, 6) I felt comforted as if the
moment has arrived.
As
Professor Ethan Katsh said «Much of the writing on ODR from the United States
neglects these topics, in both offline and online mediation in the U.S. are
informal and less subject to data protection and other types of European-based
directives.» (Conforti, 2014, 6).
I was on
the right way, so how can I take advantage of my knowledge and experience
(since 2009 I’ve been the director of Communitarian Mediation Service at
Alicante Town-hall, so I can say I’ve a lot of experience in mediation) to
design and develop an e-mediation system for dealing with disputes through the
Internet like I do in my daily work?
We can
divide an e-mediation process in two parts:
(A) The
first one consisting by the apply, invitation letter, caucus session act,
initial joined mediation session act, final joined mediation session act, I
mean “the papers”.
For this
stage I imagine a desktop software to manage electric files, so all the
information will be handled, saved and kept by e-mediator, in that way the
privacy and confidentiality can be guarantee by e-mediator.
In this
point it does not make sense any sense to discuss the synchronism and asynchronism,
because all the information will be all the time on e-mediator hands or at he
computer (to be more specific).
(B) The
second one, is the mediation sessions with parties. This part is a little bit
more complicated because the application must take care of privacy and
confidentiality; it also must guarantee the parties identity and allow
e-mediator to apply their techniques.
The unique
technology system that allows us to avoid phishing and the identity of the
parties, in a simple way for all users, is private and secure video conference
that is developed under “https” protocols.
Eureka, the
solution is here: a desktop software plus certain type of “https”
video-conference system !
And I did
it. I imagined and designed an e-mediation system for dealing with disputes
trough Internet with the sensitive to both the novel capabilities of the tools
employed and to the legal consequences of employing these tools.
And that
was what I did. Mediar OnLine (www.mediaronline.com): the unique hybrid
software for e-Mediation.
Bibliography.
Conforti,
Franco. 2014. Electronic Mediation Handbook. Alicante: Acuerdo Justo.
[Visited: april 5, 2014].
European
Union. Directive 2008/52/CE of the European Parliament and of the Council of 21
May 2008 on certain aspects of mediation in civil and commercial matters.
European Union Official Journal, Strasburgo, may 24th, 2008. L. 136, p. 3–8.
.
[Visited: may 28, 2014].
Paterson
Andrea. (2013). “PRISM already gave the NSA access to tech giants. Here’s why it
wanted more.”. The Washington Post, Oct. 30, 2013
26.. [Visited: may 28, 2014].
Spain. Law
5/2012, of July 6, on Mediation in Civil and Commercial Matters (the “Mediation
Act”), was published in the Official Gazette of the Spanish State on July 7,
2012 and entered into force on July 27, 2012.
. [Spanish
version, visited: may 28, 2014].
____. Royal
Decree 980/2013, of December 13, for develop certain aspects of Law 5/2012, of
July 6, mediation in civil and commercial matters (the “Regulation Act”).
. [Spanish
version, visited: may 28, 2013].
Skype.
2014. Terms of Use. < http://www.skype.com/en/legal/tou/ >. [Visited: may
28, 2014].
The
Guardian (2014). “The NSA Files”. The Guardian.
[Visited: may 28, 2014].
----------------
[1] Franco
Conforti. University Professor at Univesidad Oberta de Catalunya (UOC), Spain.
Director of Community Mediation Service of Alicante City-hall. Lawyer,
specialized in negotiation, arbitration and mediation. Acuerdo Justo’s Main Director
and developer of Mediar On-Line,
e-mediation software. info@acuerdojusto.com.
This
article was presented by the conference Franco Conforti at the Word Mediation
Summit, Madrid, 01 - 04 July 2014.
[2] It is
also important to stop here and think that when the identity certification with
a electronic ID is achieved, the
identity with an electronic ID, is technologically achieved, then we would have
to work to unify standards of electronic ID in whole Europe. All this has been
originates in the European Directive 2008/52/EC. (Conforti, 2014, 43).
[3] Skype
is an application to do free videoconference for public use through the
Internet. It is trademark with © of Skype SL.
[4] Also I
must call readers attention to the fact that all the communications through
United States Servers are scanned by different agency of US government
agencies. President Obama and the National Security Agency U.S. have recognized
that access to Google, Facebook and Skype (between others). (The Washington
Post, 2013) (The Guardian, 2014).
Franco
Conforti. Director General de la Asesoría y Consultora en Gestión de Conflictos
Acuerdo Justo®, dirige la Revista e-Mediacion y el portal de Mediación
Electrónica Mediar On Line. Autor de libros y artículos relacionados con la
comunicación, el diálogo y el liderazgo publicados en España, Argentina, Chile,
Paraguay, Brasil, Portugal y USA.
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