Modernizing your practice: mediating on a cloud, get found online and get more clients
Mediate2go: Modernizing your practice: mediating on a cloud, get found online and get more clients |
“We look at the present through a rear-view mirror. We march backwards into the future” – McLuhan, The medium is the Message: An Inventory of Effects
Things are constantly changing
in the world; this includes the world of conflict and conflict resolution.
Young mediators have started to enter the field, some studying dispute
resolution at undergraduate and graduate levels, some coming from backgrounds
in social work, psychology, applied human sciences, communication and nursing
(see How to Become a Mediator in 11 Steps). Some have interdisciplinary
backgrounds, bridging mediation training with other fields, such as law. Many
new mediators might not opt for a law degree, and may simply get some training
in relevant areas of law through continuing education.
The
clients in mediation are also changing. GenX and GenY mediation clients have
been raised with technology, and now use this in how they create and solve
problems, how they interact with one another, how they act as consumers in the
world and what they expect from professionals (such as mediators). (please see
the UN Report). This is also the case for GenZ clients, who might be members of
peer mediation processes or sit with parents within family mediation processes.
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Mediators from this
generation are also different. GenX and GenY mediators are re-defining what is
considered best practice in dispute resolution. They use technology to
build and maintain their practice, to connect and retain clients, and ensure
credibility through offering customer relationship excellence with cloud-basedcase management. They adapt their processes to meet client needs and
expectations. There is no longer a monopoly on mediation practice, and now,
lawyers do not have the only right to act as third party neutrals.
Mediators from GenX and
GenY have a new way of working. No longer do they walk into the mediation room
with a bulky briefcase of documents and promote themselves through the
newspaper - they walk into the mediation room with their tablet or iPad, and
promote themselves successfully through social media. See our blog on how
to use our cloud based case manager.
Some mediators and their
clients no longer use email (let alone the phone), some only communicate on
FaceTime, Skype, Twitter and Facebook, etc. These mediators have already
adapted to the marketplace and know that their current and future client base
is already in the cloud. These cloud mediators know that consumers will not
just pay high prices for mediation because someone has a law degree. They would
rather opt for an affordable mediator with a great reputation and credibility -
which isn’t based on the letters at the end of your name.
Mediate2go: Modernizing your practice: mediating on a cloud, get found online and get more clients |
Key Mediation
(practitioner and client) trends per Generation:
GenZ: 2000 to present
GenZ, which according to
some is the “conflict generation” due to having been raised during various
world conflicts, is also known as the generation of digital natives. They have
been raised with technology, and know not a world without it (see Wiki).
1. Diversity
is normal: This generation was
raised in an extremely diverse environment. These generations expect others to
respect diversity in all areas of service, even if they do not themselves do
not belong to a particular group. This respect and comfort with diversity is
likely to spread to technology.
GenY: Born between
1981-2000
Often
portrayed as egocentric, GenY’ers were validated and empowered when they were
raised, and expect safety and security. This generation is characterized as
being natural at “networking, multiprocessing and [being] global-minded” (UN Report).
1. Instant Service: GenY members want things right now, so online dispute resolution
offers a quick solution. If you’re not there as a service provider when they want it,
they will move on. If you are asked as a mediator to provide a document, they
want it right away. They want their copy of the settlement
agreement immediately, etc. Luckily, this is possible with Mediate2go.com.
2. Online Platforms: They are reliant on the internet, using everything from “Webinars,
Instant Messaging, Blogs, Podcasts, Avatars, Youtube”, Instagram, Pinterest,
Flickr, etc. These are the new normal in terms of reaching out and maintaining
client relationships. Mediators must use these mediums. Some conflicts are
created through these services, so an understanding of them through experience
is a new form of credibility that will be expected.
4. Client Focused: Client and mediator focus orientation is Email, Instant messaging and
Text, so clients expect this mode of communication.
5. Expect comfort and Respect for Personal Life: Mediation from home is a great option for
clients to feel comfortable. They expect personal life to be respected, so
prefer to attend less formal meetings
6. Relationship Focus: Mediation clients are motivated by relationships, sometimes of which
are all social media based, which means that mediators should be skilled at
making and maintaining online relationships. See our blog on the definition of trust and building trust.
7. Empowerment:
GenY clients especially are looking for empowerment, so self-mediation and learning
about conflict resolution is what they want. They want to be empowered to
resolve their own conflicts.
8. Always Online: Mediators and clients use web and networks 24/7, so they expect quick
replies and access to information at any time.
9. Collaborative: This generation having blogged and played multi-player video games is
all about collaboration. They expect this in receiving services, and
collaborating with other mediators.
GenX – Born between
1965-1980
GenX’ers developed
behaviours “of independence, resilience and adaptability” (UN Report) This
generation is more open to technology and some have embraced its benefits. Here
are some key characteristics:
1. Technology Motivates: Primarily on email and mobile 24/7 but new
technology can be extremely motivating for them, so mediators should, at a
minimum, be comfortable with email, and better, use secure messaging to protect
a client’s privacy.
2. Web-based Training: Comfortable with web-based training, so they can already be reached in
this way
3. Design Savvy:
Already sensitive to design and graphics, so a nice web interface is key. They
are more likely to understand that clients also expect a nice interface, so
they know that they must have a great web presence, similar to the design of
Mediate2go.
BabyBoomer – Born
between 1946-1964
Boomers “live to work”,
and have a strict worth ethic, expecting others to have the same (UN
Report). This generation was also raised
when the nuclear family was the norm, so new types of families and ways of
living were not so common. As a result, they may be somewhat uncomfortable with
client requests coming in at all hours of the day, and new arrangements of
living together. Overall, here are some trends for this generation.
1. Phone focused: Stuck on telephone for some, but many are embracing technology
2. Not Raised on Tech: Assume that others see technology the way that they do, that it’s hard
to navigate - they underestimate how technology is natural to some other
generations, possibly being resistant to technology.
3. Exploring the Online: Already using email and google, but still behind on
Instant Messaging (IM)
4. Web-based Training: Want multi-media learning and well-organized knowledge dissemination
Traditionalist – Born
between 1925-1945
Known also as the Veteran
Generation, Traditionalists are “hardworking, financially conservative, and
cautious” (UN Report). As a result, they often look at client relations
whereby:
1. Face-to-face is best: stuck with face to face contact only, and are less
likely to use E-mail/IM/Text due to their discomfort with change. Although many
are now open to new technology.
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