Pixels of reconciliation: The potential of digital encounters in victim-offender mediation

This dissertation examines how video conferencing and asynchronous video messaging can be responsibly integrated into victim-offender mediation (VOM). As digital communication becomes more common in institutional settings, the question arises how restorative practices can adapt without losing their emotional and relational core.

Across four empirical studies, the project explored how victims, offenders, and mediators perceive digital formats, how risks can be managed, how video-based communication is processed psychologically and how it could be implemented responsibly in the field.

To address these challenges, the dissertation contains four empirical studies. First , semi-structured interviews with victims, offenders and mediators assessed their anticipated applicability of digital formats in VOM. Consequently, Failure Mode and Effects Analysis (FMEA) identified psychological, technical, and procedural risks in such video formats, identifying mitigation strategies such as standardized preparation, technical safeguards, and specialized training for remote facilitation. An experimental eye-tracking study investigate how victims interpret video-recorded apologies, showing how unconscious processes shape the evaluation of restorative messages. A field study in a Dutch mediation agency showed that uptake of video messaging was low, but mediator behavior strongly affected whether parties considered the option. This underlines that digital formats function not just as tools, but as relational practices shaped by communication, timing, and trust.

Overall, the findings show that digital tools can add value when face-to-face meetings are not feasible or desired, for example due to emotional readiness, safety concerns, or logistical barriers. Video formats offer more emotional information than written communication and can increase feelings of safety and control. At the same time, they reduce physical presence and symbolic gestures and can be vulnerable to technical and emotional disruptions. Methodologically, the project demonstrates the value of process-oriented research and introduces tools, such as FMEA and eye-tracking, that can reveal new dynamics in restorative encounters. Digital formats are meaningful additions when thoughtfully designed and embedded in supportive procedures. They can expand access to VOM and create new pathways for dialogue while preserving the human core of restorative practice.