民事调解的在线化之维:特征审视、问题呈现与优化向度

The Online Dimension of Civil Mediation:Characteristics,Problem Representations and Improvements

在移动互联网、大数据和云计算等技术的驱动下,以在线调解为代表的多元纠纷解决机制得到了快速发展。线下调解的经验主导、人格信任、关系理性等特征在基层治理中卓有成效,而在线调解的专业化、系统信任和交易理性等特征对提高调解质效、降低时间成本以及当事人利益最大化方面有所裨益。对两种机制的关系探析进一步揭示了机制运行差异的问题表征,即存在分工与技术操作难题、年龄结构与纠纷类型差异、双重信任危机、调解员权威缺失等问题。对此,通过多元渠道互补、信任体系建设和权威角色再造等纾困路径能够消弭机制差异带来的挑战,为在线调解的长效发展提供有力保障。

Driven by the information technology of the mobile internet,big data,and cloud computing,the multi-dispute resolution mechanism represented by online mediation has developed rapidly.Offline mediation,which features experience-dominated,personality trust,relational rationality,etc.,has proven effective in grass-roots governance.Comparatively,online mediation,which is characterized by professionalism,system trust,transaction rationality,etc.,is beneficial to improving the quality and efficiency of mediation,reducing time costs,and maximizing the interests of the parties.Through the analysis of the relationship between both mechanisms,this study further reveal the representation of problems regarding the differences in the operation of mechanisms,including the problems of the division of labor and technical operation,the differences in age and dispute types,the crisis of double trust,and the lack of the authority of mediators.In this regard,the bail-out paths,such as multi-channel mutual supplement,trust system building,and authoritative role rebuilding,can be used to eliminate challenges presented by mechanism differences,thus providing a strong guarantee for the long-term development of online mediation.