社会治理数字转型中的智慧调解研究：老龄化背景下的适老性审视

Research on Smart Mediation in the Digital Transformation of Social Governance: An Aging Perspective

摘要: 数字时代的到来推动了矛盾纠纷解决方式的升级。智慧调解作为新兴的纠纷解决机制，逐渐成为社会治理体系的重要组成部分。然而，在社会深度老龄化的背景下，智慧调解的发展不能仅关注技术效率，还必须回应老年群体的特殊需求。当前，智慧调解面临技术排斥、信任不足与解纷人员专业性欠缺等挑战，这些问题在老年人参与调解时尤为突出。本文认为，应将适老性理念融入智慧调解的建设路径中。通过构建适老型技术接口、强化信任机制、提升调解员的老年服务能力，智慧调解才能真正实现从形式智能化向实质高效化的转型，为老年群体提供可及、可信、有效的解纷服务，从而更好地服务社会治理现代化的目标。

Abstract: The advent of the digital era has driven the evolution of dispute resolution methods. As an emerging mechanism, smart mediation has gradually become a crucial component of the social governance system. However, against the backdrop of deepening population aging, the development of smart mediation must not only focus on technological efficiency but also address the unique needs of the elderly. Currently, smart mediation faces challenges such as technological exclusion, insufficient trust, and a lack of professional expertise among mediators, with these issues being particularly pronounced when involving elderly participants. This paper argues that the concept of accessibility should be integrated into the development framework of smart mediation. By designing user-friendly technological interfaces, strengthening trust mechanisms, and enhancing the elderly service capabilities of mediators, smart mediation can truly transition from formal digitalization to substantive efficiency, providing accessible, trustworthy, and effective dispute resolution services for the elderly population. This will better support the modernization goals of social governance.