Many alternative dispute resolution (ADR) professionals remain skeptical of on‐line dispute resolution (ODR) out of a belief that the cold, impersonal realm of cyberspace cannot adequately accommodate human emotions and meet the needs of disputants as fully as face‐to‐face ADR processes. This essay discusses how emotions and cognitive limitations influence the mediation process on‐line, possible methods by which ODR neutrals may address human needs, and some of the challenges and rewards experienced by ODR practitioners as they use technology to deliver traditional ADR services.