Journal of International Ombudsman Association Calls for Papers

The peer-reviewed journal for Organizational Ombuds is planning a special issue on the subject of “One-Person Ombudsman Offices,” to be published in October 2012. The issue seeks to identify those elements of one-person practice that characterize the challenges and opportunities faced by solo practitioners. 

Such issues might include: 

• Managing professional isolation and the specific stresses of working ‘alone’ 
• Using technology, travel, reading, writing, Skype, etc. to broaden our support networks and our outward reach 
• The importance of building mentoring relationships with other OOs 
• Marketing internally, and identifying and managing allies 
• Keeping up to date and managing the diversity of demands Ombudsmen face 

The editors are also open to other ideas. Contact the Editor David Miller with any concerns. (IOA News.)

Related posts: Journal of IOA Now Available Through EBSCO; Journal of IOA Highlights Bullying Issues; Journal of IOA Focuses on Fairness and Equity.

Follow-Up on Decision to Protest SOPA

Chris LeHatte, the ICANN Ombudsman, makes an excellent point related to my decision to take a position against the Stop Online Piracy Act (HR 3261) and related legislation. 

At his blog, he writes: 

Some of my ombuds colleagues have joined in the protest about legislation before the US Congress, expressing concerns about the effect of freedom in various ways. I am not a resident of the United States and would be hesitant to make submissions or protest legislation before a foreign government. I respect the right to free speech and the right to protest but I am not going to make comment either for or against this legislation. An important part of the role of an Ombudsman is neutrality, and a political campaign is no exception. Who knows when a protest like this might undermine a decision on fairness, if one of the parties was affected by something which happened in relation to the protest or the legislation? So I decline to participate, not because I support or oppose the legislation, but because I must maintain neutrality. (ICANN Ombudsman Blog.) 

I agree with his point and respect his decision on this issue. Neutrality is a critical attribute of Ombuds work. I know many ombuds who will not reveal their political, religious or social views–even to their colleagues. 

My decision to speak out on SOPA reflects only my work as the publisher of the Ombuds Blog. I felt it important that my readers know that the blog would probably shut down if SOPA were to be implemented as currently written.

Related post:  Ombuds Blog Goes 'Dark' to Protest SOPA.

Lessons From a Case of Sexual Harassment

An anonymous MIT alumnus blogs about her first incident of workplace sexual harassment and offers nine salient pieces of advice. For example: 3. Know your allies, and use them; 6. Whatever you do, don’t lie to Human Resources; and 7. Protect your reputation. Most especially, her advice regarding the use of an Ombuds office is right on.

2. Your “Ombuds” office may not be an Ombuds office. Organizational Ombuds offices follow the IOA Standards of Practice—this includes most college and university Ombuds, as well as many Ombuds in government agencies and corporations—whereas other Ombuds are actually compliance officers using the “Ombuds” label. IOA-following Ombuds are designated as confidential, independent, and neutral, do not keep case records for the employer, and do not accept “notice” of illegal behavior on behalf of the employer. In other words, they can offer you options without having the managerial responsibility of performing a formal investigation. In contrast, a compliance officer does keep records, accepts “notice,” and is required to take action or see that action is taken. This critical difference determines whether you can maintain a confidential identity, control the course of the actions against your harasser, etc. Do your homework before your report to any office in your organization! 

(Graduate Women at MIT.)

Day in the Life of the ICANN Ombuds

In his latest blog post, Chris LaHatte, the Ombudsman for the Internet Corporation for Assigned Names and Numbers, reveals his daily routine. Organizational Ombuds serving a local population will find that LaHatte, who serves stakeholders around the globe, has a very different day.

A typical day for me starts around 6:30 a.m. like many in the ICANN world, time zones become irrelevant, and so I keep my phone close at all times so I can check on incoming e-mail and messages. This now includes messages via Facebook, because of my new Facebook page. So my routine is to then come downstairs to where my laptop is plugged in. I work from an antique Korean writing desk so I can just unfold the lid and get to work. As I am a typical New Zealander, this also involves making a cup of tea. I then settle in and clear e-mails, check my tasks for the day and my diary.

Like many other Ombuds, LaHatte compensates for his isolation by maintaining strong connections with local professionals unaffiliated with ICANN. (ICANN Ombudsman Blog.)

Related posts: ICANN Appoints Kiwi Attorney to be Its Next Ombuds; ICANN Ombuds Explains a Non-confidential Mediation.

IOA Makes Further Upgrades to Website

The Communications Committee of the International Ombudsman Association has announced several improvements to the IOA website, which was completely revamped less than a year ago. Although most of the resources are available only to IOA members, an abridged version of "Making Ombuds Offices Accessible," is available to the public.

A full summary of the updates:

• Making Ombuds Offices Accessible: A new resource to help ombuds make their offices accessible to those with disabilities is now posted in the Resource Library in the Members Only area of the IOA website. A limited version of this information is available on the public portion of the site under the Resources menu as well. Many thanks to Suzy Rosen Singleton of Gallaudet University and Samantha Levine-Finley of NIH for their work getting this information put together and posted.
• Best Practices for Office Charters: This document, located in the Resource Library in the Members Only area, provides a general outline of the information that is typically included within ombudsman office charters. Many thanks to Jean Griffin of the University of Cincinnati for her work in leading this effort.
• Effectiveness of Organizational Ombudsmen: This list, located in the Ombudsman Office Management and Administration Materials section of the Members Only area, includes a variety of recommended readings related to assessing and communicating the value and effectiveness of ombudsman offices. Many thanks to Mary Rowe of MIT for her work in putting this information together.
• Printer-friendly option: A "printer-friendly" button has now been installed throughout the IOA site allowing members to print out pages, including The Independent Voice, in a clear, efficient format. Thanks to Samantha Levine-Finley for her work in getting this completed.

(IOA News [bold not in original].)

Related post: IOA Website Gets Major Upgrade.

Journal of IOA Explores Issues of Confidentiality

The latest issue of the Journal of the International Ombudsman Association looks at the fundamental ethical duty of confidentiality. JIOA Editor David Miller says, “the provision of a safe place in which options for action and response can safely be heard, away from the clamour of police sirens and media-fuelled public approbation, can help to protect the individual and public interest by ensuring that matters have a greater likelihood of swift resolution.”

Articles in the current issue of JIOA include:

• “In Whom Can We Trust?” by David Miller
• “Protecting Confidentiality: Considerations for the Ombudsman Subjected to Adverse Publicity or a Subpoena to Testify” by Charles L. Howard
• “Lessons Learned: A Revisit to the Garstang vs. California Institute of Technology Ruling” by Helen Hasenfeld
• “Ombuds in a Cloud of Exabytes — Understanding the Ombuds’ Digital Trail” by Craig B. Mousin
• “Can We Talk? Confidentiality and the Ombudsman as an Individual” by Indumati Sen
• “What Happens to Confidentiality if the Visitor Refuses to Report Unacceptable Behavior?” by Mary Rowe
• “Practice Note: Imminent Risk — A Serious Exception to Confidentiality” by Ilene Butensky
• “An Ombudsman’s Role in the Face of Confidentiality Violations” by Nicholas Diehl
• “Online Dispute Resolution and Ombudsmanship” by Frank Fowlie
• “The Conflict Competent Organization: Assessing the Perceived Economic Value of the Corporate Ombuds Office” by Jason A. Waxman

(JIOA, vol. 4, no. 2.)

Related posts: Journal of IOA Appoints New Editor; Journal of IOA Now Available Through EBSCO; Journal of IOA Highlights Bullying Issues; Journal of IOA Focuses on Fairness and Equity; Journal of IOA Seeks Articles for Issue on Confidentiality.

ICANN Ombuds Explains a Non-confidential Mediation

Chris LaHatte, the Ombudsman for the Internet Corporation for Assigned Names and Numbers, blogs about a recent mediation that was not confidential. He acknowledges that, while most mediations are confidential, the parties in this particular case wanted the mediation recorded so it would be available for review.


He also points out that the parties' interest was not inconsistent with ICANN's culture of openness and transparency. It is therefore his practice to ask "if the parties want the matter to be confidential or open." (ICANN Ombudsman Blog.)


Related posts: ICANN Ombuds Points Out--Executive Ombuds Have No Professional Group; ICANN Review Team Says Ombuds Should Move to Applicable IOA Standards; ICANN Interim Ombuds Reports to Board; ICANN Appoints Kiwi Attorney to be Its Next Ombuds.

University of Calgary Ombuds Creates Grad Student Bill of Rights

Ombudsperson Robert Clegg has written a document as a guideline to graduate students' rights and responsibilities at the University of Calgary. Specific rights, many of which touch on the student-professor relationship, are enumerated with links to university policies. (uCalgary GSA News.)

Related posts: University of Calgary Considering Ombuds Program; University of Calgary Appoints First Ombuds for Students; University of Calgary Ombuds Office Goes Online; ACCUO Holds First Ever Mid-Year Meeting.

University of Louisville Ombuds Kicks Off Monthly Column With Career Advice

In his first monthly article for the UofL faculty and staff newsletter, Tony Belak discusses the importance of emotional intelligence as a job skill. Belak explains that emotional intelligence ("EQ") impacts our ability to understand and motivate ourselves and others and to have productive interactions with other people – all of which can affect career success. He says that everyone can benefit by developing EQ, regardless of work circumstances. 

At the University of Louisville Office of the Ombuds, Belak offers regular training courses to encourage personal transformation and increase emotional intelligence. (UofL Today.)

Related posts: University of Louisville Hires ADR Expert to Head Ombuds Office; University of Louisville Ombuds Gives First Report.

ABA Offers Materials for 2011 Mediation Week

The American Bar Association has posted a toolkit for the 2011 Mediation Week, which takes place October 16-22. The materials are designed for practitioners, organizations and bar associations and include sample talking points, presentations, videos and handouts. Ombuds, especially those who coordinate mediation programs, will find the toolkit relevant to their work. The week corresponds with ACR's annual Conflict Resolution Day, which is on October 20 this year. (ABA Mediation Week; ACR Conflict Resolution Day.

New Blog Delves into Workplace Ethics

My newest favorite blog is "Workplace Ethics Advice" written by Steven M. Mintz, PhD, a Professor of Accounting specializing in ethics and international accounting at Cal Poly San Luis Obispo. 

Ombuds who work with employees will find his first five posts relevant and insightful:

• Workplace Bullying -- What to Do if You Are the Target of a Workplace Bullier
• Dealing With Workplace Ethics Dilemmas -- "Career Couch" Advice from NY Times
• Dealing With An Unhappy Employee -- Reliability in the Workplace
• What to Do If You Are Being Sexually Harassed in the Workplace -- Dealing with Sexual Harassment in the Workplace
• Advice on Dealing with Workplace Stress -- Coping with Increased Demands in the Workplace

Mintz is known as the "Ethics Sage" and his book (Ethical Obligations and Decision Making in Accounting: Text and Cases) is used by many colleges. (Workplace Ethics Advice.)

Journal of IOA Seeks Articles for Issue on Confidentiality

David Miller, Editor of the Journal of the International Ombudsman Association, has issued a call for submissions for the peer-reviewed publication. The next volume of the Journal will look at the issue of "Confidentiality and its possible exceptions." The editorial board is especially interested in experiences of Ombuds who may have responded to "imminent risk of serious harm" by breaching confidentiality.

Miller explains:

In particular, we are interested in the context of such experiences, how you thought about your options, what you did, whom you contacted (by role), and what (if anything) happened next? Also, how did it feel to go through such an experience and what lessons would you draw from having done so? If you came very close to breaching confidentiality and then found alternative actions that satisfied the demands of the situation, we would also be interested in learning about these experiences.

Please feel free to disguise the circumstances in ways that do not compromise important facts. For example, we anticipate locating any such narratives in 'composite' universities, agencies and corporations. Examples might include instances in which Ombudsmen have been confronted with visitors bearing weapons, threatening harm to themselves or others, or to you. In this regard, we are interested to identify whether imminent risk issues are particularly pertinent for those in one-person offices. Of course, full confidentiality and anonymity will be respected.

Potential authors should contact Miller directly by email.

Related posts: Journal of IOA Appoints New Editor; Journal of IOA Now Available Through EBSCO; Journal of IOA Highlights Bullying Issues; Journal of IOA Focuses on Fairness and Equity.

Google Research Uncovers "Rules" for Better Managers

In 2009, Google began a study of its managers' performance reviews, feedback surveys and nominations management awards. Like most social science research, Google's results confirm what people know intuitively. What was most surprising, especially given the technical nature of the work at Google, was that technical expertise was the least important characteristic for a good manager.  Ombuds may want to use this list as part of their conflict coaching or organizational feedback.

Google' Rules

Eight Good Behaviors

1. Be a good coach.
2. Empower your team and don’t micromanage.
3. Express interest in team members’ success and personal well-being.
4. Don’t be a sissy: Be productive and results-oriented.
5. Be a good communicator and listen to your team.
6. Help your employees with career development.
7. Have a clear vision and strategy for the team.
8. Have key technical skills so you can help advise the team.

Three Pitfalls of Managers

1. Have trouble making a transition to the team.
2. Lack a consistent approach to performance management and career development.
3. Spend too little time managing and communicating.

(NY Times.)

Iowa State University Ombuds and Librarian Create Online Conflict Guide for Staff

ISU Ombuds Officer Elaine Newell and librarian Jeff Kushkowski are the co-creators of a new online resource for employees. The guide was built with software designed for creating class resource guide contains information about university resources and conflict resolution.

Newell believes the Ombuds Office Resource Guide is unique.

"Many other ombuds officers around the country have resources included on their websites," she said. "But as far as I can tell, Iowa State is the first ombuds office to partner with the library and use this software to provide self-help information for people who are trying to deal with conflict.

"I'm always happy to work with people in a face-to-face meeting," she added, "but for those who'd rather try to work out their own conflicts, this guide may give them just what they need."

(Inside Iowa State; ISU Ombuds Office Resource Guide.)

Related post: Profile of Iowa State Ombuds.

Book Highlights Organizational Role of Ombuds

James T. Ziegenfuss, Jr., and Patricia O’Rourke have published a revised edition of their book, The Ombudsman Handbook: Designing and Managing an Effective Problem-Solving Program. The publisher's blurb says that the book, "presents the ombudsman in concept and in practice, offering full design and operational details from start-up to key activities and roles, as well as the benefits for the top executives, the employees and the customers." The book appears to cover the range of Ombuds practice, but especially Organizational Ombuds.

Here are the contents:

Section One: Purpose, Principles and Procedures
1. Human Resources Problems and the Need for Ombudsmen 5
2. Methods for Solving Organizational Problems 16
3. Ombudsmen in Diverse Settings: Distinctions and Similarities 29
4. Problem-Solving 47

Section Two: Implementing an Effective Ombudsman Program: A Guide for Human Resource Managers
5. Designing and Implementing an Ombudsman Program 61
6. Using Authority and Power as Tools for Effective Problem-Solving 85
7. A Day in the Life of an Organizational Ombudsman 96
8. Ombudsman Experiences: Learning That All Problems Are Important 105
9. Value to Top Management 120

Section Three: Information for the Practicing or Aspiring Ombudsman
10. The Ombudsman in the Structure of the Organization 130
11. Ethical and Legal Issues 141
12. Evaluation and Control 154
13. Bottom- Line Benefits of Problem-Solving Programs 164
14. The Future 178

Bibliography 189
Index 201

Ziegenfuss is a management professor at Penn State University and an active consultant. He has written 13 books and more than 150 articles, several of which are about corporate Ombuds. O’Rourke was a patient ombudsman at McGill University Health Centre for 30 years and teaches courses on alternative health care and healing at Concordia University in Montreal. The book is published by McFarland & Co. (The Ombudsman Handbook.)

Related post: ABA Publishes First Book About Organizational Ombuds.

Ombuds of Texas to Start Mentoring Program

The Ombuds of Texas will meet February 9, 2011, at the Southern Methodist University Legacy Campus in Plano. The group will kickoff a confidential mentoring program to match for developing Ombuds with experienced practitioners. The meeting will also feature two speakers: Ken Cloke, a well-known author of several conflict resolution books; and Gary Robinson, the director for the SMU Dispute Resolution and Conflict Management graduate program. (Ombuds of Texas Meeting Agenda and Calendar.)

Related posts: Books for an Ombuds Library; Petition Urges Creation of Cabinet Level Ombuds; Ombuds of Texas to Look at Emergence of the Profession at August Meeting; Texas Ombuds to Host Chuck Howard at November Meeting.

Recommendations for Campus Mediation Clinics

University Ombuds who manage or work with campus mediation programs or who are considering creating one, should read an article by Cynthia A. Savage, a Practitioner in Residence and adjunct professor at the University of Denver Conflict Resolution Institute.  Savage's paper offers a comprehensive set of guidelines for designing an effective mediation clinic, including administrative, pedagogic and practice aspects.

The paper, "Recommendations Regarding Establishment of a Mediation Clinic," includes useful examples of community settings for programs and practicum structures of nine graduate programs in dispute resolution/conflict resolution. (11 Cardozo Journal of Conflict Resolution 511, via Campus-adr Tech Blog.)

Free Webinar on Conflict Resolution and Education with Bill Warters

Bill Warters, Wayne State University Professor and publisher of the Campus-adr Blog, will present a webinar on Conflict Resolution in Educational Settings on December 21, 2010. The free event is hosted by ADRhub.com and takes place at 5:00 pm EST.


Here's a more detailed session description:

Conflict is a marvelous learning opportunity because it requires people to adjust their habitual ways of acting in response to the conflict they are encountering. In this session we will explore the various ways that educational institutions are working with and learning from conflict when it emerges. We'll examine both K-12 and higher education environments with an aim to understand the different types of practice that are common. We'll review some ways to access free teaching and learning materials tailored specifically to educational settings.

Warters is one of the deans of the ADR blogoshpere so this should be a great event. (Campus-adr Weblog; ADRhub.)

2-1-1 as a Resource for Visitor Needs Beyond the Ombuds' Scope of Services

In his latest post at the Organizational Ombudsman Blog, Clayton Gilman explains the benefits of the 211 information and referral service. Gilman says that the program has been very effective and helpful as a one stop resource for any community in the USA where community services are now needed in the aftermath of a failed negotiation or life threatening event.

The United Way supported program provides free and confidential information and referrals to local health and human services such as

• Basic Human Needs Resources
• Physical and Mental Health Resources
• Employment Support
• Support for Older Americans and Persons with Disabilities
• Support for Children, Youth and Families

The website will identify the closest 211 service for any community in the US. This is a valuable resource for Ombuds and everyone providing assistance to distressed individuals. (Organizational Ombudsman Blog; 211.org.)

Prior posts about Gilman's OO Blog.

Can Bullying be Mediated?

Tom Sebok, the Ombuds for University of Colorado at Boulder, has written an essay for the Workplace Bullying Institute Blog. Sebok is wary of mediation for alleged bullies. “I believe mediation can be a useful tool in very limited cases involving bullying. I am much less sanguine about its use more broadly as a tool to reduce or eliminate workplace bullying on college campuses or anywhere else.” For those Ombuds willing to take the risk, he offers some advice.

Sebok believes the principles of restorative justice offer the best guidance for a mediation about bullying.

Under what conditions might one of these restorative practices be useful for addressing workplace bullying? Following the model we used at the University of Colorado at Boulder, first, the person engaging in bullying behavior would have to acknowledge she or he did it and agree not continue to do it. Second, for everyone involved in either process participation would be completely voluntary. Third, the restorative option would be established as an alternative to formal procedures and made available only when the above conditions were met. Therefore, if the mediation or conference did not occur, if it ended with no agreement, or if an agreement were broken, a mechanism would have to be in place to refer the matter to someone with the administrative authority to conduct an investigation and issue sanctions.

Sebok also asserts that laws and policies defining and prohibiting workplace bullying would make mediation a more robust tool for bullying. (WBI Blog.)

Related posts: U. Colorado Ombuds to Present Program on Incivility at U. Arizona; Journal of IOA Highlights Bullying Issues.