Colin Rule

“for e-commerce websites looking to integrate ODR into their services, don't hide this assurance on a page three clicks away from the homepage. The benefits won't be reaped if the notification of the availability of ODR is not announced on the top levels. Put a sidebar on the customer service page, put it in the privacy policy, or even put a little news item on the homepage. Choose the Web seals you subscribe to and display carefully. Sign up for a seal that has a broader trust-in-transactions connotation,”
― Colin Rule, Online Dispute Resolution For Business: B2B, ECommerce, Consumer, Employment, Insurance, and other Commercial Conflicts

“easing the learning curve of new users is essential to successful ODR implementations. Provide an animated Flash movie, narrated by a human voice, that explains how to use the ODR tools made available to users. Provide extensive documentation and context-sensitive help files, so that users can always get a quick answer to questions that may arise. As one of the focus group participants put it, "The instructions, tour, and attention to detail were all helpful. For me, it was the `fear of the unknown' and the ... belief that [the platform] would be difficult"
It is the job of the designers of ODR technology to proactively address this fear and to ease new users into an understanding of how new tools will benefit them. Don't”
― Colin Rule, Online Dispute Resolution For Business: B2B, ECommerce, Consumer, Employment, Insurance, and other Commercial Conflicts