{"id":872,"date":"2021-10-27T15:59:45","date_gmt":"2021-10-27T15:59:45","guid":{"rendered":"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/?page_id=872"},"modified":"2026-10-08T16:38:29","modified_gmt":"2026-10-08T16:38:29","slug":"the-organizational-ombuds-role","status":"publish","type":"page","link":"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/the-organizational-ombuds-role\/","title":{"rendered":"The Organizational Ombuds\u2019 Role and Standards of Practice"},"content":{"rendered":"<div id=\"pl-872\"  class=\"panel-layout\" ><div id=\"pg-872-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-872-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-872-0-0-0\" class=\"so-panel widget widget_mit-pf-wysiwyg widget_mit_pf_wysiwyg panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget\"><p>This page contains articles (from 1984 to the present, in reverse chronological order) about the ombuds profession.<\/p>\n<p>The articles discuss:<\/p>\n<ul style=\"list-style-type: square\">\n<li>the <em>standards of practice<\/em> of an organizational ombuds: independence, confidentiality, neutrality or impartiality, and informality. (Informality refers to the fact that the ombuds is not authorized to make management decisions; provide redress; keep case records for the employer; accept notice; or speak for the employer. Interaction with the ombuds is voluntary for all constituents.)<\/li>\n<li>the professional <em>values<\/em> of an organizational ombuds, including impartiality, fairness, and objectivity in the treatment of people and the consideration of issues.<\/li>\n<li>the <em>functions<\/em> of organizational ombuds: what they do and do not do; their work in comparison to the work of other types of ombudsmen; and their functions in comparison with those of other offices in their organizations.<\/li>\n<\/ul>\n<hr \/>\n<p>&nbsp;<\/p>\n<ul>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2025\/05\/14212917\/Rowe-and-MacAllister-The-Unique-Quartet-of-Standards-of-Practice-of-OOs-JIOA-2025.pdf\">\"The Unique\u2014and Effective\u2014Quartet of Standards of Practice of Organizational Ombuds: Each Standard is Necessary\u2014and Requires the Other Three Standards.\"<\/a> Rowe, Mary, and Bruce MacAllister. <em>Journal of the International Ombuds Association <\/em>Vol. 18, Issue 1: 45-54.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=10507\">\"A Taxonomy of Organizational Ombuds: Descriptors of the Employment of Organizational Ombuds who Practice to IOA Standards of Practice.\"<\/a> Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper, December 2024.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5587\">\"What Do Organizational Ombuds Do? And <em>Not<\/em> Do?\"<\/a> Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper, December 2024.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/doi\/epdf\/10.1002\/crq.21384\">\"Becoming an Ombuds at MIT.\"<\/a> Rowe, Mary. <em>Conflict Resolution Quarterly<\/em> Vol. 40, Issue 4 (Summer 2023): 497-504.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4004\">\"Organizational Ombudsman.\"<\/a>\u00a0Rowe, Mary, and Randy Williams. In <em>Cutting Edge Advances in Resolving Workplace Disputes<\/em>, 97-111.\u00a0New York, NY: The International Institute for Conflict Prevention and Resolution,\u00a02014. <em>(Note: This chapter includes a table that shows how organizational ombuds complement the roles of other conflict management offices in an organization.)<\/em><\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4003\">\u201cThe Organizational Ombudsman.\u201d<\/a>\u00a0Rowe, Mary, and Howard Gadlin. In <em>The Oxford Handbook of Conflict Management in Organizations<\/em>, edited by William K. Roche, Paul Teague, and Alexander J.S. Colvin. Oxford University Press, 2014.<\/li>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2024\/10\/14212649\/Rowe-and-Bloch-The-Solo-Organizational-Ombudsman-JIOA-2012.pdf\">\"The Solo Organizational Ombudsman Practitioner... and Our Need for Colleagues...A Conversation.\u201d<\/a> (PDF) Rowe, Mary, and Brian Bloch. <em>Journal of the International Ombudsman Association<\/em>\u00a0Vol. 5, No. 2 (2012): 18-22.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5400\">\u201cInformality, the Fourth Standard of Practice\u201d (PDF)<\/a>. Rowe, Mary. <em>Journal of the International Ombudsman Association<\/em> Vol. 5, No. 1 (Winter 2012): 8-17.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4009\">\"Ombudsman.\"<\/a>\u00a0Rowe, Mary, and Howard Gadlin. In <em>The Oxford International Encyclopedia of Peace<\/em>, edited by Nigel J. Young. New York: Oxford University Press, 2010.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7803\">\"An Organizational Ombuds Office in a System for Dealing with Conflict and Learning from Conflict, or \u2018Conflict Management System.'\"<\/a>\u00a0Rowe, Mary. <em>Harvard Negotiation Law Review<\/em>\u00a0Vol. 14 (2009): 279-288.<\/li>\n<li>\u201cThe Organizational Ombudsman.\u201d Rowe, Mary, and Yoshiko Takahashi. <em>The Japanese\u00a0Journal of Labour Studies<\/em> Vol. 48, No. 1 (January 2006): 46-56.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4008\">\u201cThe Organizational Ombuds\u201d (PDF).<\/a>\u00a0Rowe, Mary P., and Wilbur Hicks. In <em>Resource Book for Managing Employment Disputes<\/em>. CPR Institute for Dispute Resolution, 2004.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5408\">\u201cWhat Is It Like to Be an Organizational Ombudsperson?\u201d<\/a>\u00a0Rowe, Mary P. <em>Perspectives on Work<\/em> Vol. 1, No. 2 (1997): 60-4.<\/li>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2025\/04\/13222546\/Rowe-and-Gottehrer-Similarities-and-differences-between-public-and-private-sector-ombudsmen-1997.pdf\">\u201cSimilarities and Differences Between Public and Private Sector Ombudsmen.\u201d<\/a> Rowe, Mary, and Dean M. Gottehrer. March 1997 working paper prepared for the spring meeting of the American Bar Association, Section of Administrative Law and Regulatory Practice, April 18, 1997, Washington, D.C.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4007\"><em>The Corporate Ombudsman Handbook<\/em><\/a>, second edition. Hendry, James, Virgil M. Marti, Carole Trocchio, Ann Bensinger, and Mary Rowe, eds. The Ombudsman Association, 1994.<\/li>\n<li><a href=\"http:\/\/www.jstor.org\/stable\/25780535\">\"Corporate Ombudsmen: Functions, Caseloads, Approaches and Outcomes.\"<\/a>\u00a0 Ziegenfuss, James T., Jr., Mary Rowe, and Robert F. Munzenrider. <em>Journal of Health and Human Resources Administration<\/em>\u00a0Vol. 15, No. 3 (Winter 1993): 261-280.<em> (Note: Includes results of a 1989 survey of 55 corporate ombudsmen.)<\/em><\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4066\">\"An Overview of Client and Internal Ombudsmen.\"<\/a>\u00a0Rowe, Mary P. <em>Journal of Health and\u00a0Human Resources Administration<\/em>\u00a0Vol. 15, No. 3 (Winter 1993): 259-260.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/P5K3CZSTKDUYADSQHWEX?target=10.1111\/j.1571-9979.1991.tb00630.x\">\"The Ombudsman's Role in a Dispute Resolution System.\"<\/a> Rowe, Mary P.<em> Negotiation Journal<\/em> Vol. 7, No. 4 (October 1991): 353-361. <em>(Note: This article includes a discussion of whether \u201can ombuds has any power\u201d and early estimates about cost-effectiveness of ombuds.)<\/em><\/li>\n<li><a href=\"https:\/\/www.jstor.org\/stable\/25780538\">\"Ombudsman Dilemmas: Confidentiality, Neutrality, Testifying, Record-Keeping.\"<\/a>\u00a0Rowe, 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 <em>Journal of Health and Human Resources Administration<\/em> Vol. 15, No. 3 (Winter 1993): 329-340.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=3997\">\u201cShould an Ombudsman Testify?\u201d<\/a>\u00a0\u00a0Rowe, Mary. <em>BNA Alternative Dispute Resolution Report<\/em> Vol. 3 (June 1989): 222-223.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4325\">\"Corporate Ombudsmen.\"<\/a>\u00a0 Ziegenfuss, James T., Jr., \u00a0Mary Rowe, Lee Robbins, and Robert Munzenrider. <em>Personnel Journal<\/em>,\u00a0March 1989: 76-79.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=4006\">\u201cOmbuds Jobs are Proliferating, and Characterized by Diversity\u201d (PDF)<\/a>. Rowe, Mary. <em>BNA Alternative Dispute Resolution Report<\/em>\u00a0Vol. 2 (May 25, 1988): 198-99.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4398\"><em>The Ombudsman Handbook<\/em><\/a>, first (draft) edition. Hendry, James, Mary Rowe, et al., co-editors. Corporate Ombudsman Association, May 1987.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=4005\">\u201cCorporate Ombudsmen: An Exploratory National Survey of Purposes and Activities.\u201d<\/a>\u00a0 Ziegenfuss, James T., Jr., \u00a0Lee Robbins, and Mary Rowe, for the Fourth Annual Corporate Ombudsman Association Meeting, May 1987.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/U9IRUUT7ASYNP6SHFTPR?target=10.1111\/j.1571-9979.1987.tb00404.x\">\"The Corporate Ombudsman: An Overview and Analysis.\"<\/a> Rowe, Mary<em>. Negotiation Journal<\/em>\u00a0Vol. 3, No. 2 (April 1987): 127-140.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5418\">\"The Ombudsman as an Ounce of Prevention.\"<\/a> Roddy, John, and Mary P. Rowe. <em>Industry<\/em>\u00a0Vol. 51, No. 3 (March 1987): 42-44.<\/li>\n<li><a href=\"https:\/\/doi.org\/10.1002\/alt.3810041005\">\"The Growing Phenomenon of the Ombuds.\"<\/a>\u00a0Rowe, Mary. <em>Alternatives to the High Cost of Litigation<\/em> Vol 4. No. 10, (October 1986): 3-6.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=3994\">\u201cAre You Hearing Enough Employee Concerns?\u201d (PDF)<\/a> \u00a0Rowe, Mary P., and Michael Baker. <em>Harvard Business Review<\/em> Vol. 62, No. 3 (May-June 1984): 127-136. <em><em><em>(Note: This article provides an overview of non-union complaint systems in the US.)<br \/>\n<\/em><\/em><\/em><\/p>\n<hr \/>\n<p><em><br \/>\n<strong>Visit these related pages to learn more about ombuds' work:<\/strong><\/em><\/li>\n<li><a href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/organizational-ombuds-skills-and-strategies\/\">Organizational Ombuds' Skills and Strategies<\/a><\/li>\n<li><a href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/the-effectiveness-and-value-of-organizational-ombuds\/\">The Effectiveness and Value of Organizational Ombuds<\/a><\/li>\n<li><a href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/ombuds-case-material-stories-and-teaching-notes\/\">Ombuds Case Material, Stories, Teaching Cases, and Teaching Notes<\/a><\/li>\n<li><a href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/self-help-materials-and-other-communications-from-an-ombuds\/\">Self-Help Materials and Ombuds Communications<\/a><\/li>\n<li><a href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/operationally-useful-data-about-the-value-and-effectiveness-of-organizational-ombuds\/\"><span data-olk-copy-source=\"MessageBody\">Operationally Useful Data About the Value and Effectiveness of Organizational Ombuds: A Resource Repository of Working Papers for Comment<\/span><\/a><\/li>\n<li><a href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/icms\/\">Integrated Conflict Management Systems (ICMS) and the Organizational Ombuds\u2019 Role Therein<\/a><\/li>\n<\/ul>\n<p style=\"text-align: center\"><a href=\"http:\/\/mitmgmtfaculty.mit.edu\/mrowe\/research\"><span class=\"style13\"><strong>Back to Main Research Page<\/strong><\/span><\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>This page contains articles (from 1984 to the present, in reverse chronological order) about the ombuds profession. The articles discuss: the standards of practice of an organizational ombuds: independence, confidentiality, neutrality or impartiality, and informality. (Informality refers to the fact that the ombuds is not authorized to make management decisions; provide redress; keep case records [&hellip;]<\/p>\n","protected":false},"author":38,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_exactmetrics_skip_tracking":false,"footnotes":""},"class_list":["post-872","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.0 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>MIT Sloan Faculty: Mary Rowe | Organizational Ombuds&#039; Role<\/title>\n<meta name=\"description\" content=\"This page includes publications that discuss a range of topics related to the role of the organizational ombuds.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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