The U.S. Army and the the University of Massachusetts Amherst have developed an online system for U.S. soldiers seeking treatment at the Walter Reed Army Medical Center and other Army medical facilities. With funding from the eBay Foundation and support from the National Mediation Board, UMass created a prototype online Ombudsman access portal that allows individuals to ask questions, post replies, or simply provide information to the Army Ombudsman. Ethan Katsh, UMass professor of legal studies at UMass and director of the National Center for Technology and Dispute Resolution, says the system is a safe, effective and confidential means of augmenting the existing advocacy program that is neutral and outside the chain of command. The online Ombudsman portal allows patients, family members, doctors, staff and the public to communicate with the Army Ombudsman anonymously. The Army’s online portal is expected to go online during the summer. (Newswise; NCTDR; ABA Journal.)
A critical issue for organizational Ombuds is balancing the need to embrace electronic communications while preserving confidentiality and avoiding creating a record. Because the problem is so daunting, many Ombuds simply choose to avoid email and other electronic communications. Ombuds will therefore be watching the Army's program closely to see if this is a viable solution.
Related posts: International Forum on Online Dispute Resolution; Senate Bill Would Create DOD Ombuds Office; Ombuds Not Exempt From Influence of Internet.
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