February 2004 - Contents

---

What goes on at Mediation?
By Jacqueline A. Emerton..........Page 6

The ABCs of FSCO Mediations: What an Adjuster needs to Know to Conduct a Mediation
By Maura Helsdon..........Page 8

Making the Most of Mediation
By Leslie H. Macleod..........Page 14

The Boy Scout Witness: “Be Prepared”
By John W. Wowk..........Page 20

Dispute Resolution: Claims Managers, Not Legal Costs, Lead to Claim File Closures
By John Saragosa, CIP..........Page 26

A Certain Appeal
By Jeff Garrett..........Page 28

The Appraisal Process and Public Adjusters
By Glenn Gibson..........Page 44
Regular Features

---

President's Message..........Page 4
OIAA Executive Committee..........Page 5
Get to know your Chapters..........Page 36
Directory of Adjusters..........Page 65
OIAA Chapter Executive..........Page 69
Final Report..........Page 70
Advertisers' Index..........Page 70

What's happening

---

Industry News..........Page 34
Out-Of-Town Meeting Announcement..........Page 38
OIAA Toronto Delegates Elections 2004 Announcement..........Page 39
London Claims Association Trade Show Registration..........Page 40
OIAA Bursary Announcement..........Page 40
OIAA Third Annual Curling Bonspiel Announcement..........Page 41
OIAA Golf Tournament Announcement..........Page 43