This page contains articles, in reverse chronological order, about how organizational ombuds do their work. It includes:
- some tools of the ombuds profession, such as the uses of data and the utility of generic options (which deal with issues rather than with individuals).
- some challenges encountered in ombuds work, such as dealing with the fear of violence or dealing with people who “won’t let go.”
- some practical resources for ombuds, such as lists of questions to consider.
“Questions for Ombuds to Consider When Facing a Difficult and Complex Case.” Rowe, Mary. One-page resource for organizational ombuds, August 2026.“‘Long Listening’ and ‘Tandem Inquiries’: Organizational Ombuds Practices That Add Value When Giving Constituents ‘The Time That Is Needed.'” Rowe, Mary. Working paper, July 2026.“Organizational Ombuds’ Sources of Power and Influence.” Rowe, Mary. Journal of the International Ombuds Association Vol. 16, No 2 (Mary Rowe special issue, 2023-2024).“The Most Serious Cases Reported by Organizational Ombuds: Data From Surveys and Interviews.” Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper, December 2024.“Some Organizational Ombuds Achievements Reported in the 2024 IOA Survey.” Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper, December 2024.“The Poster War: An Ombuds Learns About Sources of Power, Helping People Help Themselves, and the Role of Affinity Groups in Bringing About Change.” Rowe, Mary. Working paper. Cambridge, MA: October 2024.“Becoming an Ombuds at MIT.” Rowe, Mary. Conflict Resolution Quarterly Vol. 40, Issue 4 (Summer 2023): 497-504.“Consider Generic Options When Complainants and Bystanders Are Fearful.” Rowe, Mary. Journal of the International Ombuds Association Vol. 16, No 2 (Mary Rowe special issue, 2023-2024).“’Drafting a Letter’ for People Dealing with Harassment or Bullying.” Rowe, Mary. Journal of the International Ombuds Association Vol. 16, No 2 (Mary Rowe special issue, 2023-2024).“Bystanders: ‘See Something, Say Something’ Is Not Enough.” Rowe, Mary P. Alternatives to the High Cost of Litigation Vol. 39, No. 10 (November 2021): 153-165. (Note: This article is an expansion of “Supporting Bystanders: See Something, Say Something is Not Enough.” Rowe, Mary. MIT Sloan Working Paper 5897-20. Cambridge, MA: MIT Sloan School of Management, January 2020. The article addresses the importance of having an ombuds to help vulnerable people act or come forward.)“Negotiations Theory and Ombuds Practice.” Rowe, Mary. Negotiation Journal 31, No. 4 (October 2015): 419-423. (Note: This article contains notes about people whose interests in negotiation are to injure the other party.)“The Solo Organizational Ombudsman Practitioner… and Our Need for Colleagues…A Conversation.” (PDF) Rowe, Mary, and Brian Bloch. Journal of the International Ombudsman Association Vol. 5, No. 2 (2012): 18-22.“What Happens to Confidentiality if the Visitor Refuses to Report Unacceptable Behavior?” (PDF) Rowe, Mary. Journal of the International Ombudsman Association Vol. 4, No. 2 (Fall 2011): 40-43.“The Several Purposes of the OO Crystal Ball.” (PDF). Rowe, Mary. Journal of the International Ombudsman Association Vol. 3, No. 2 (October 2010): 60-65. (Note: This article shows that ombuds can help identify and assess issues new to the organization.)“Dealing with—or Reporting—‘Unacceptable’ Behavior” (PDF). Rowe, Mary, Linda Wilcox, and Howard Gadlin. Journal of the International Ombudsman Association Vol. 2, No. 1 (Winter 2009):52-64. (Note: This article was written with input from dozens of ombuds, collected over a ten-year period.)“Systems for Dealing with Conflict and Learning from Conflict—Options for Complaint-Handling: An Illustrative Case.” Bloch, Brian, David Miller, and Mary Rowe. Harvard Negotiation Law Review 14 (2009): 239-247.“An Organizational Ombuds Office in a System for Dealing with Conflict and Learning from Conflict, or ‘Conflict Management System.'” Rowe, Mary. Harvard Negotiation Law Review Vol. 14 (2009): 279-288.“Notes on Complaint Handling Options for Managers” (PDF). Rowe, Mary. (Note: This was compiled for the MIT Sloan Negotiation and Conflict Management course 15.667 in 2002.)“Dealing with the Fear of Violence: What an Organizational Ombudsman Might Want to Know” (PDF). Rowe, Mary P., and Linda J. Wilcox. The Ombudsman Association, 2000.“Options, Functions, and Skills: What an Organizational Ombudsperson Might Want to Know” (PDF). Rowe, Mary P. Negotiation Journal Vol. 11, No. 2 (April 1995): 103-114. Also reprinted by The Ombudsman Association, 1995.“People with Delusions or Quasi-Delusions Who ‘Won’t Let Go’” (PDF). Rowe, Mary. Journal of the University and College Ombuds Association, Occasional Paper, Number 1, Fall 1994.“Comment” on “What Should I Do with My Problem Employee? A Case Study.” Rowe, Mary. In Stover, Catherine, ed., Small Business FORUM: Journal of the Association of Small Business Development Centers Vol. 11, No. 1 (Spring 1993): 19-22. Also reprinted in Problems and Solutions in Small Business Management, Stover, Catherine, ed. Upstart Publishing, 1995.“Corporate Ombudsmen: Functions, Caseloads, Approaches and Outcomes.” Ziegenfuss, James T., Jr., Mary Rowe, and Robert F. Munzenrider. Journal of Health and Human Resources Administration Vol. 15, No. 3 (Winter 1993): 261-280. (Note: Includes results of a 1989 survey of 55 corporate ombudsmen.)“The Ombudsman’s Role in a Dispute Resolution System.” Rowe, Mary P. Negotiation Journal Vol. 7, No. 4 (October 1991): 353-361. (Note: This article includes a discussion of whether “an ombuds has any power” and early estimates about cost-effectiveness of ombuds.)“Helping People Help Themselves: An ADR Option for Complaint Handlers.” Rowe, Mary P. Negotiation Journal Vol. 6, No. 3 (July 1990): 239-248. (Note: This article was written for complaint-handlers before current laws, but it includes a review of many points relevant for complainants who are interested in helping themselves, and for complaint-handlers who support them.)“Ombudsman Dilemmas: Confidentiality, Neutrality, Testifying, Record-Keeping.” Rowe, Mary P., Mary G. Simon, and Ann Bensinger. Proceedings of the Annual Conference of the Society of Professionals in Dispute Resolution (SPIDR) 1989, 282-293. SPIDR, 1990. Also reprinted in Journal of Health and Human Resources Administration Vol. 15, No. 3 (Winter 1993): 329-340.“Should an Ombudsman Testify?” Rowe, Mary. BNA Alternative Dispute Resolution Report Vol. 3 (June 1989): 222-223.
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