8 research outputs found
Harnessing content and context for enhanced decision making
In a time in which a significant amount of interpersonal interactions
take place online, one must enquire to which extent are these
milieus suitable for supporting the complexity of our communication.
This is especially important in more sensitive domains, such as the one of
Online Dispute Resolution, in which inefficient communication environments
may result in misunderstandings, poor decisions or the escalation
of the conflict. The conflict manager, in particular, may find his skills
severely diminished, namely in what concerns the accurate perception of
the state of the parties. In this paper the development of a rich communication
framework is detailed that conveys contextual information about
their users, harnessed from the transparent analysis of their behaviour
while communicating. Using it, the conflict manager may not only better
perceive the conflict and how it affects each party but also take better
contextualized decisions, closer to the ones taken in face-to-face settings.This work is part-funded by ERDF - European Regional Development Fund
through the COMPETE Programme (operational programme for competitiveness)
and by National Funds through the FCT { Fundação para a Ciência e a
Tecnologia (Portuguese Foundation for Science and Technology) within project
FCOMP-01-0124-FEDER-028980 (PTDC/EEI-SII/1386/2012) and project PEst-
OE/EEI/UI0752/2014