Based on site visits to six small claims mediation/arbitration programs, an extensive review of the research literature, and expert opinion, the report compares the policies and procedures of the six programs visited, cites the advantages and disadvantages of various program options, and makes recommendations for program development and operations. In general, mediation/arbitration programs are intended to address such goals as increasing the efficiency of case processing, reducing court system costs, allowing judges to provide added attention to the regular civil docket, improving the quality of justice, and improving the collection of judgments. However, policymakers planning a small claims mediation/arbitration program must consider carefully the court's needs. Tabular data are provided.