IOA Reference Library
The IOA Reference Library provides direct access to ombuds-related articles on-line. To
access an article, please click on the underlined title of the article below.
The library is currently limited to ombuds articles or articles authored by ombudsmen. If
you would like an article added to the library, please contact Sara Thacker at
sthacker@berkeley.edu.
IOA Library Contents:

ABA Standards of Practice

Confidentiality

Conflict Management Systems Design & Analysis

Design and Effectiveness of Ombudsman Offices

Differences between Classical and Organizational Ombudsmen

Discrimination & Harassment

Ethical Dilemmas

Federal Workplace Ombudsmen

Legal Issues

Neutrality

Ombudsman Privilege

Promotion of Ombudsman Offices

Role of Organizational Ombudsmen
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ABA STANDARDS OF PRACTICE
American Bar Association, Standards of Practice for the Establishment and Operation of
Ombuds Offices (2004).
Kevin Jessar, The Ombud's Perspective: A Critical Analysis of the ABA 2004 Ombuds
Standards, DISPUTE RESOLUTION JOURNAL (Aug. – Oct. 2005).
CONFIDENTIALITY
Carolyn Hirschman, Someone to listen: ombuds can offer employees a confidential,
discreet way to handle problems—but setup and communication are crucial to making
this role work properly - Employee Relations, HR MAGAZINE (Jan. 2003).
Letter to the Editor, Ombuds may keep confidences, HR MAGAZINE (March 2003).
The Conference Board, Are You Serious About Ethics? For companies that can’t
guarantee confidentiality, the answer is no (2007).
CONFLICT MANAGEMENT SYSTEMS DESIGN AND ANALYSIS
Brian Bloch, Creating a Faith-Based Conflict Management System, HARVARD
NEGOTIATION LAW REVIEW (2008).
Brian Bloch, David Miller & Mary Rowe, Systems for Dealing with Conflict and
Learning from Conflict – Options for Complaint Handling: an Illustrative Case,
HARVARD NEGOTIATION LAW REVIEW (2008).
David Miller, Managing Cultural Differences in an International Organization Conflict
Management System, HARVARD NEGOTIATION LAW REVIEW (2008).
Mary Rowe, An Organizational Ombuds Office In a System for Dealing with Conflict
and Learning from Conflict, or “Conflict Management System”, HARVARD NEGOTIATION
LAW REVIEW (2008).
Mary P. Rowe, A Questionnaire for Analyzing your Conflict Management System.
Mary P. Rowe, Analyzing Your Conflict Management System (2006).
Mary P. Rowe, An Effective Integrated Complaint Resolution System.
Mary P. Rowe, Dealing with Harassment: A Systems Approach, in SEXUAL HARASSMENT
IN THE WORKPLACE: PERSPECTIVES, FRONTIERS, AND RESPONSE STRATEGIES, WOMEN
AND WORK, Vol. 5 (Margaret S. Stockdale, ed. 1996).
Return to IOA Library Contents
Mary P. Rowe, Dispute Resolution in the Nonunion Environment: An Evolution Toward
Integrated Systems for Conflict Management?
Mary P. Rowe, People Who Feel Harassed Need a Complaint System with Formal and
Informal Options, 6 NEGOTIATION JOURNAL 161 (April 1990).
Mary P. Rowe & Corinne Bendersky, Workplace Justice, Zero Tolerance, and Zero
Barriers (2001).
DESIGN AND EFFECTIVENESS OF OMBUDSMAN OFFICES
John Barkat, Blueprint for Success: How to Effectively Design an Organizational
Ombuds Department (2002).
Michael, Eisner, Creation of an Ombuds Office Can Prevent Retaliation Claims,
mediate.com (Jan. 2007).
Tim Griffin, Physical Environmental Design Factors in College and University Ombuds
Offices, THE JOURNAL OF THE CALIFORNIA CAUCUS OF COLLEGE AND UNIVERSITY
OMBUDSMEN (1994).
Tyler R. Harrison, What Is Success in Ombuds Processes? Evaluation of a University
Ombudsman, CONFLICT RESOLUTION QUARTERLY, vol. 21, no. 3 (Spring 2004).
Mary Rowe & Mary Simon, Effectiveness of Organizational Ombudsmen (2001).
Rick Russell, On Being An Ombuds: Considerations and Suggestions for Practice
(2003).
Linda Wilcox, Setting Up An Ombuds Office – Safety Considerations, THE JOURNAL OF
(1994).
THE CALIFORNIA CAUCUS OF COLLEGE AND UNIVERSITY OMBUDSMEN
DIFFERENCES BETWEEN CLASSICAL AND ORGANIZATIONAL OMBUDSMEN
Suzane Belson, Where is Darwin Now We Need Him? The Ombudsman in Evolution,
Keynote Speech at The Ombudsman Association Conference, (May 14, 1997).
Howard Gadlin, The Ombudsman: What’s in a Name?, 16 NEGOTIATION JOURNAL 37
(Jan. 2000).
Larry B. Hill, American Ombudsmen and Others; or, American Ombudsmen and
‘Wannabe’ Ombudsmen, Address Delivered at the 1997 Spring Meeting of the ABA
Section of Administrative Law and Regulatory Practice (April 18, 1997).
Mary Rowe & Dean M. Gottenhrer, Similarities and Differences Between Public and
Private Sector Ombudsmen (1997).
Return to IOA Library Contents
Carolyn Stieber, 57 Varieties: Has the Ombudsman Concept Become Diluted?, 16
NEGOTIATION JOURNAL 49 (Jan. 2000).
DISCRIMINATION & HARASSMENT
Mary P. Rowe, Barriers to Equality: The Power of Subtle Discrimination to Maintain
Unequal Opportunity, EMPLOYEE RESPONSIBILITIES AND RIGHTS JOURNAL, vol. 3, no. 2,
(1990).
Mary P. Rowe, Harassment at MIT: Think Prevention, MIT FACULTY NEWSLETTER (Oct.
1989).
Merle Waxman, Institutional Strategies for Dealing with Sexual Harassment, EMPLOYEE
RESPONSIBLITIES AND RIGHTS JOURNAL, vol. 3, no. 1 (1990).
Merle Waxman, Constructive Responses to Sexual Harassment in the Workplace,
Employee Responsiblities and Rights Journal, vol. 7, no. 3 (1994).
ETHICAL DILEMMAS
Mary P. Rowe, Conflicts of Interest Arising from Personal Relationships, MIT FACULTY
NEWSLETTER, Vol. X No. 1 (Sept. 1997).
Mary P. Rowe, Requests for Personal Work May Pose a Conflict of Interest, MIT
FACULTY NEWSLETTER, Vol. XV No. 4 (Feb./March 2003).
FEDERAL WORKPLACE OMBUDSMEN
Howard Gadlin and Samantha Levine. Stranger in a Strange World: The Ombudsman in
the Federal Government. ACResolution, Spring 2008
D. Leah Meltzer, The Federal Workplace Ombuds, 13 OHIO STATE JOURNAL ON DISPUTE
RESOLUTION 549 (1998).
United States General Accounting Office, The Role of Ombudsmen in Dispute
Resolution (April 2001).
LEGAL ISSUES
Charles L. Howard, Documents – Suggestions on The Creation, Maintenance, and
Destruction of Documents.
Charles L. Howard, Sarbanes Oxley Act of 2002 – Another Opportunity for
Organizational Ombuds.
Charles L. Howard & Thomas Furtado, The United States Sentencing Guidelines: What
an Organization’s Management and Ombudsmen Might Want to Know (June 1998).
Return to IOA Library Contents
Charles L. Howard, What to Do When A Subpoena Is Served?, The Ombudsman
Association Newsletter (Spring 2000).
Sharan Lee Levine & Paula A. Aylward, Outline of Issues Relating to Ombuds and
Notice (Aug. 2002).
NEUTRALITY
Howard Gadlin and Elizabeth Walsh Pino, Neutrality: A Guide for the Organizational
Ombudsperson, 13 NEGOTIATION JOURNAL 17 (Jan. 1997).
OMBUDSMAN PRIVILEGE
Charles L. Howard & George R. Wratney, In Aftermath of the Carman Decision,
Ombuds ‘Privilege’ Still Has Validity, ETHIKOS (May/June 1999).
Charles L. Howard & Maria A. Gullumi, THE OMBUDS CONFIDENTIALITY PRIVILEGE
THEORY AND MECHANICS (The Ombudsman Association 1996).
PROMOTION OF OMBUDSMAN OFFICES
Alka Agrawal, Butting Heads: Conflict Resolution for Postdocs, SCIENCE (April 20,
2001).
EEOC, Best Practices of Private Sector Employers (1994).
Jennifer Gill, Squelching Office Conflicts, INC. MAGAZINE (Nov. 2005).
Mark Henricks, Objective Edge: Office ombuds help smooth conflicts – without
litigation, ENTREPRENEUR MAGAZINE (Aug. 2006).
ROLE OF ORGANIZATIONAL OMBUDSMEN
Frances Bauer, The Practice of One Ombudsman, 16 NEGOTIATION JOURNAL 59 (Jan.
2000).
Jacqui Curran, The Ombudsman as an Organizational Development Specialist, THE
JOURNAL OF THE CALIFORNIA CAUCUS OF COLLEGE AND UNIVERSITY OMBUDSMEN
(1991).
Howard Gadlin and Kevin Jessar, Preempting Discord: Prenuptial Agreements for
Scientists, Office of Research Integrity, U.S. Department of Health and Human Services.
Return to IOA Library Contents
Deborah M. Kolb, Corporate Ombudsman and Organization Conflict Resolution, 31
JOURNAL OF CONFLICT RESOLUTION 673 (Dec. 1987).
Arlene Redmond & Randy Williams, Enter the Watchmen: The Critical Role of an
Ombuds in Corporate Governance, RISK & INSURANCE MANAGEMENT SOCIETY, INC.
(Sept. 2004).
Arlene Redmond & Randy Williams, When Formal Channels Aren’t . (Sept. 2004).
Lee P. Robbins & William B. Deane, The Corporate Ombuds: A New Approach to
Conflict Management, 2 NEGOTIATION JOURNAL 195 (April 1986).
Mary P. Rowe, The Ombudsman’s Role in a Dispute Resolution System, 7 NEGOTIATION
JOURNAL 353 (Oct. 1991).
Mary P. Rowe, Options and Choice for Conflict Resolution in the Workplace, in
NEGOTIATION: STRATEGIES FOR MUTUAL GAIN 105-19 (Lavina Hall ed., 1993).
Mary P. Rowe, Helping People Help Themselves: An ADR Option for Interpersonal
Conflict, 6 NEGOTIATION JOURNAL 239 (July 1990).
Mary P. Rowe, Notes on Complaint Handling Options for Managers (2002).
Mary P. Rowe, OPTIONS, FUNCTIONS AND SKILLS: WHAT AN ORGANIZATIONAL
OMBUDSPERSON MIGHT WANT TO KNOW (The Ombudsman Association 1995).
Mary P. Rowe, The Corporate Ombudsman: An Overview and Analysis, 3 NEGOTIATION
JOURNAL 127 (April 1987).
Robert L. Shelton, The Institutional Ombudsman: A University Case Study, 16
NEGOTIATION JOURNAL 81 (Jan. 2000).
Marsha L. Wagner, The Organizational Ombudsman as Change Agent, 16 NEGOTIATION
JOURNAL 99 (Jan. 2000).
Marsha L. Wagner, The Ombudsman’s Roles in Changing the Conflict Resolution
System in Institutions of Higher Education, Paper prepared for the Consortium of
Negotiation and Conflict Resolution Conference in Atlanta, Georgia, May 8-9, 1998.
Merle Waxman, Kenneth L. Vosti, Allen B. Barbour, Role of the Ombudsman in the
Modern Medical Center, THE WESTERN JOURNAL OF MEDICINE 627-630 (May 1986).
Margo Wesley, The Compleat Ombuds: A Spectrum of Resolution Services, CPER
JOURNAL (June 2004).