Journal of the International Ombuds Association (JIOA)
IOA Journal Volume 8, Issue 1
Observations of an “Inside Outsider” on the Future and Challenges Facing IOA and the Organizational Ombudsman Profession
Charles Howard
Abstract
This article is an edited and abridged version of a plenary session speech given at the 2014
International Ombudsman Association (IOA) Annual Conference by Charles L. Howard. It first
provides an historical context in which to consider the role an organizational ombudsman and then
presents a critique of some organizational deficiencies of IOA and observations on the challenges
facing organizational ombuds. Finally, it offers suggestions for addressing these concerns.
Moving Forward with Research in the Organizational Ombuds Profession
Shereen Bingham
Abstract
This paper offers a perspective on the place of research in the organizational ombuds profession. It
begins by examining the disparity that exists between repeated calls for research on organizational
ombudsry and the scarcity of published, empirical research in the area. It then considers the historical
evolution and obstacles that have deterred our development as an evidence-based profession.
Finally, it discusses ideas for moving forward with research in the field and encourages critical reflection
as integral to that process.
Blueprint for Success: Designing a Proactive Organizational Ombudsman Program
John S. Barkat
Abstract
Organizational ombudsman programs are increasingly recognized as a best practice of highly
effective organizations. This article expands John Barkat’s 2002 white paper that has been used
as a guiding and benchmarking document for ombudsmen and the study of integrated dispute
resolution systems. It outlines basic features of the organizational ombudsman role, including its
key standards of impartiality, confidentiality, independence, and informality, as well as the three
main functions of problem identification and assistance, organizational critical self-analysis, and
promotion of conflict competence. The article further elaborates on the hallmarks and practices
contributing to the effectiveness of ombudsman programs that not only identify systemic issues
and root causes of problems, but also act as catalysts for change to improve the workplace through
use of “smart power” and proactive engagement. Integration of these elements into ombudsman
programs facilitates a proactive and engaged model of practice that can contribute to more efficient,
productive, and collaborative organizations.
Leveraging Technology in the Ombudsman Field: Current Practice and Future Possibilities
Daniel Rainey and Frank Fowlie
Abstract
This article looks at the possible uses of technology to augment ombudsman practices. The
increased use of technology in society impacts the way in which clients may wish to communicate
with an ombudsman, and argues that it is incumbent on ombudsman practitioners to stay relevant
by the use of technology.
Online Dispute Resolution and Ombuds: Bringing Technology to the Table
Colin Rule and Indu Sen
Abstract
People in industrialized countries now conduct most of their professional and personal communication
using technology. Disputes and misunderstandings occur with or without technology, but
its proliferation introduces new wrinkles in the fabric of workplace conflicts. Virtual “visitors” to an
ombudsman’s office and other stakeholders increasingly expect to use technology to help resolve
workplace disputes. In this article, the authors, one a practicing ombuds and the other an online
dispute practitioner, discuss how technology is changing the work of ombudsmen, offering both
challenges and opportunities, and share some lessons learned and new capabilities gleaned from
the field of online dispute resolution (ODR).
About the JIOA
The Journal of the International Ombuds Association (JIOA) is a peer-reviewed online journal for scholarly articles and information relevant to the ombudsman profession. As members of a relatively new profession, we continually strive to understand, define and clarify the role and function of the professional organizational ombuds.
The JIOA will help foster recognition that what we do for our agencies, corporations, colleges, and universities is worthy of study. While we must vigorously protect the confidentiality of our interactions, we can still study and be studied to understand what we do and how we do it; what works well and what doesn't work; what our options are; how social, technical and legal changes may impact us; what the profile and career development of ombuds professionals might be, and other matters of interest.
The JIOA can facilitate a greater interest in ombudsing, enhance our professional standing, and serve to give us a better understanding of our dynamic roles and the impact on our institutions and agencies. The Journal also will allow IOA members, other ombuds, and other professionals to reach out to their colleagues with their ideas, research findings, theories, and recommendations for best practices and to engage in ongoing discussions of critical issues.
Learn more about the JIOA and the manuscript submission process.
If you have any questions about the JIOA please contact the co-editors via email at [email protected].
- Shannon Lynn Burton, Michigan State University
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