Management of conflicts between Facebook community users


By Florian Dalino

SKEMA Business School

Paris, France



Composed of more than 2 billion members worldwide, Facebook must be prepared to solve disputes between its users. From the amicable statement to the arbitration, resolution processes may vary but must ensure efficiency. Mandatory acceptation of Terms and Conditions makes all users concerned by these resolution processes, which are not fully described, reason why an analysis and comparison should be done to understand how they work and their viability. To ensure that, the report focusses on the four resolution processes’ analysis of the network. An understanding through testing, comparing and ranking these methods to have a clear vision of each. The author’s analysis highlights the pertinence of a precise process which ensures the better way to solve a conflict between users, with the possibility of an amicable solution or a Facebook’s arbitration. Through its internal resolution processes, the famous social network found several ways to be fully adapted to its users’ needs and solve their disputes. Although an unequal pertinence depending the method chosen, users will always have the means to find an adapted solution.

Key words: conflict, dispute, issue, claim, resolution


Founded in 2004, Facebook is a social network allowing interaction through 2 billion users worldwide. Publication of articles, pictures, videos, information sharing, private and public messages made the website one of the most used in the world. It’s a new way to communicate, inform, maintain and develop virtual relations with others.

According to the network’s unique principle and Terms and Conditions agreed to each account creation, the user manages his own actions on the website, is responsible for the linked consequences through the network’s community. Years after years, Facebook became more than a social network, it became a virtual life with social interactions and community belonging’s feeling. Although the management of our own actions and their consequences, it’s difficult to have the control on other members’ actions, behaviors and decisions, according to the free-expression principle of the network. The problem is this one: members actions can have negative repercussions which lead to disputes to solve. Conflicts which can emerge from Facebook interactions may take several forms (Provocation, humiliation, bullying, threats) through diverse ways of communication (Pictures, Messages, Articles, Videos…). In order to struggle against it, how does Facebook allow the management of Disputes/Conflicts between Facebook members of its community and is this method ensuring viability?

Some criticisms appear with the Facebook’s approach of conflicts, like the lack of involvement of the company or any mediator to lead the conflict’s resolution. Although the conscious of risks which can occur, the Network bases principally its approach on a user-to-user arrangement, as specified on its terms and conditions, which doesn’t directly involve the company and can raise the question of the process’ credibility and viability.

How does the system exactly work? How can both parties have agreement on the resolution? What if one party refuses an agreement? The involvement’s degree of Facebook seems unclear according to Terms and Conditions but has to be understood by all user. Facebook is recent and its solution to mitigate conflicts is too. This situation raises the question of its performance analysis through time and the efficiency of the method.


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Editor’s note: Student papers are authored by graduate or undergraduate students based on coursework at accredited universities or training programs.  This paper was prepared as a deliverable for the course “International Contract Management” facilitated by Dr Paul D. Giammalvo of PT Mitratata Citragraha, Jakarta, Indonesia as an Adjunct Professor under contract to SKEMA Business School for the program Master of Science in Project and Programme Management and Business Development.  http://www.skema.edu/programmes/masters-of-science. For more information on this global program (Lille and Paris in France; Belo Horizonte in Brazil), contact Dr Paul Gardiner, Global Programme Director, at [email protected]

About the Author

Florian DALINO

SKEMA Business School
Paris, France


Florian Dalino
is a 23 years old French MSc student in Skema Business School Paris, major Project and Programme Management & Business Development (PPMBD).  He is a former student of North Carolina State University in the USA and graduated with a Bachelor’s degree in Management in 2015.  He had the opportunity to live several professional experiences through internships in France, United Kingdom and the United States.

His professional background is particularly business development oriented with three years of experiences in this sector, including a year as Business Development Manager in Digital Transformation market. He had the opportunity to manage teams, build complete business strategies, negotiate partnerships and bring companies the means to develop their activities and their performances in a “Uberization” context. Many activities allowed him to use theoretical methods learned during his studies.

Several experiences as project manager allowed him to develop an appreciation for this activity and confirmed his ambition to continue on this way. For this reason, h decided to choose a specialization in Project Management and integrated Skema Business School in September 2016. Since this time, he has personally invested in many projects with multicultural teams to create innovative concepts, develop companies’ performance.  He has successfully passed Prince2 and AgilePM certification exams.

From January 2018 and for 6 months, he is developing his professional experiences in the entertainment sector, as Brand Strategy Manager, in France. At the end of his Master’s degree, he plans to continue working in this market which he is passionate about with the ambition to evolve inside it, in France or a foreign country.

Florian is an optimistic person, always looking for opportunities to take part in new adventures, from a personal and a professional point of view. He is particularly motivated by new challenges and always ready to perform.   Florian can be contacted at [email protected]