Predicting uptake of technology innovations in online family dispute resolution services: An application and extension of the UTAUT

Parental separation can be psychologically distressing for families; particularly when conflict between parents is high. In Australia, recent reforms to Family Law legislation have introduced mandatory mediation for litigants. Consequently, there is a burgeoning need for community-based family dispute resolution (FDR) services. Providers have responded to these needs with innovative solutions—including online computer-assisted mediation technologies. This paper reports on the pilot of an Australian online family dispute resolution (OFDR) system. Specifically, we evaluated the unified theory of acceptance and use of technology (UTAUT) within this unique context and extended the model to include trust and personal web innovativeness, which we proposed would be implicated in the intentions of staff to use a family mediation service in their daily practice. A cross-sectional web-survey methodology was employed to collect data from 127 staff in the implementation organisation. The measurement and structural models were evaluated with partial least squares (PLS) modelling and the results provided some support for our hypotheses. Specifically, the core UTAUT model was partially validated in this context. Moreover, effort expectancy mediated the effects of trust in technology on behavioural intention. Contrary to expectations, trust in the organisation and innovativeness did not produce significant effects on intention. Practically, these results suggest that pre-contemplation technology acceptance research can have utility for change management and system design.