M R MALAMED

“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