eBay resolves 60 million disputes a year and Alibaba 100 million. How do they do that? At the other less impressive extreme, in 2015 the IRS hung up on telephone callers 8.8 million times without making contact. Are there online solutions for that? Disputes are a “growth industry” on the internet, an inevitable by-product of innovation but often harmful to individuals. Drawing on his recent book, Digital Justice: Technology and the Internet of Disputes, (co-authored with Orna Rabinovich), Professor Katsh considers opportunities for online dispute resolution and prevention in ecommerce, health care, social media, employment, and the courts.

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https://cyber.harvard.edu/node/100073