Writings and Speeches
Manuals and Papers:
Underhill, Charles I. A Manual for Consumer Arbitrators. Buffalo, NY: Better Business Bureau of Western New York, Inc, 1976. 1-111.
Underhill, Charles I. Guide Des Arbitres En Matiere De Consummation. Toronto, Ontario, Canada: Le Bureau D'Ethique Commerciale Du Canada, 1979. 1-100.
Underhill, Charles I. A Manual for Community Dispute Settlement. Buffalo, NY: Better Business Bureau of Western New York, Inc., 1981.
Underhill, Charles I. "Mediation of Civil Disputes: Who's Tending The Garden." Enhancing Mediator Skills: Conference Proceedings, September 26-27, 1986, Rochester, NY (1986): 5-7.
Powers, Michael, and Underhill, Charles I. "Confidentiality in Community Dispute Programs: Recent Developments." Expanding Horizons: Theory and Research in Dispute Resolution, Conference Proceedings, Syracuse, NY; American Bar Association, Standing Committee on Dispute Resolution 6th ser. (1989): 91-110.
Cole, Steven J., and Underhill, Charles I. Protecting Consumers in Cross-Border Transactions: A Comprehensive Model for Alternative Dispute Resolution: A White Paper Prepared by The Better Business Bureau System, the Council of Better Business Bureaus, Inc. and its subsidiary, BBBOnLine. Internet Law and Policy Forum, 11-12 September 2000. San Francisco, CA.
Cole, Steven J., and Underhill, Charles I. Fifteen Years of ODR Experience: The BBB Online Reliability Trust Mark Program. Uniform Commercial Code Law Journal [Vol. 43 #1], October 2010. Reproduced with permission of the Council of Better Business Bureaus, Inc. and Thomson Reuters/West.
Consumer Privacy and the Better Business Bureau. Rotary Club of Dallas. Union Station, Grand Hall, Dallas, TX. 31 March 1999.
What Will It Take for Industry, Consumers and Governments to Develop a Global ADR System to Resolve Consumer Disputes in the Online Marketplace? The Center for Strategic and International Studies. 1800 K Street N.W., Washington, DC. 1 February. 2000.
Offline Experiences with Consumer ADR: What Lessons Are There for the Online World? The Federal Trade Commission. U. S. Department of Commerce, Washington, DC. 6 June 2000.
Dispute Resolution at the Earliest Stages: Internal Complaint Handling and Customer Refunds. OECD, HCOPIL, ICC Conference on ADR. The Crown Plaza Promenade Hotel, The Hague. 11-12 December 2000.
Consumers in the e-Economy: The BBBOnLine Perspective. The e-Economy in Europe: Its Impact On The EU. The European Commission, Brussels, Belgium. 2 March 2001.
Off-line to on-line experiences with ADR; business codes of conduct and self-regulation. Alternative Dispute Resolution for Business to Consumer e-Commerce: The Experience in the United States, France and the EU. Talleyrand Building, Paris, France. 1 June 2001 and CNEL - Sala Biblioteca, Rome, Italy, 4 June 2001.
The BBB and Consumer Trustmarks. Cyberfraud. The Center for Strategic and International Studies. 1800 K Street N.W., Washington, DC. 21 June 2001.
Off-line to on-line experiences with ADR; business codes of conduct and self-regulation (Esperienze on line e off line Codici di comportamento commerciale e autodisciplina). In Italian and English - Italian version appears first. Alternative Dispute Resolution for Business to Consumer e-Commerce. Italian Chambers of Commerce, Rome, Italy. 11 December 2001.
Business Ethics in Corporate America “Where the Rubber Meets the Road”. Small Business Development Center and Blinn College. BBB Ethics Seminar. Blinn College, College Station, TX. 26 March 2004.
Sharing Best Practice in Self-Regulation: An International Workshop. Self Regulation in the Beverage Alcohol Industry. Context of Self Regulation Process with External Bodies -- The BBB Advertising Pledge Program and the Coors ACE Program. 76 Portland Place, London, United Kingdom. 28 & 29 October 2004.
The Experience of the Council of Better Business Bureaus in the United States and Canada (La experiencia del Consejo de Agencias de Comercio Mejorado de los Estados Unidos de América y Canada). Hotel Presidente, San Salvador. Second National Forum for Consumer Protection. El Salvador. 24 May 2005.
Establishment of a Safe and Secure E-Commerce Marketplace. NEC Corporation, Tokyo, Japan. Economic Research Institute for ASEAN and East Asia (ERIA) Working Group 2 on Establishing a Secure and Safe E-Commerce Marketplace. 18-19 December 2008.
Global Best Practices: Consumer Care; and Building a Framework for Achieving Customer Focus.. Federation of Indian Chambers of Commerce and Industry (FICCI), Federation House, Tansen Marg, New Delhi, India. 25 February 2010. For more information, click here.
A Fresh Look At Online Dispute Resolution -- Existing Dispute Resolution Mechanisms for Cross-Border B2B and B2C Transactions: Serving State, Business and Consumer Interests? A BBB Perspective. UNCITRAL, the Pace Institute of International Commercial Law, and Penn State Dickinson School of Law. United Nations Conference Center, Vienna, Austria. 29-30 March 2010. For audio of this presentation, click here.
Tom Peters on Corporate Social Responsibiity
The BBB International Torch Awards program recognizes two businesses and one individual in three categories: Marketplace Excellence, Advancing Marketplace Trust, and Consumer Leadership. This year's awards were held on April 20, 2010.
"Experian, is this really "social responsibility"?”
Check out our blog, Consumer Noize
"Toyota...a global market leader, tying itself in knots.”
"Excellent Customer Service -- from T.S.A.”
"Toyota: The first duty of love is to listen”
"Trust in social media; in the eye of the beholder?"
"Toyota and Google: When You Lose Your Teflon Coating"
"It's about trust, stupid"?