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.
- “Identifying and Communicating the Value of Ombuds Functions and Talents: Proposals for Consideration.” Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper submitted to the Journal of the International Ombuds Association, October 2026.
- “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.