Journal of the International Ombuds Association (JIOA)

IOA Journal Volume 16, Issue 2 | Mary Rowe Special Issue (2023-2024)


Lessons Learned from Mary Rowe: Not a One-Pager

JENNIFER SMITH SCHNEIDER

May 2024

Abstract:

I am honored to contribute to this JIOA issue celebrating Mary Rowe. She has paved the way for women in higher education and unapologetically promoted and protected the work of organizational ombuds – and she’s done it all with elegance, grace and intellect. This article references many of my favorite Mary Rowe publications and describes all the ways in which she has influenced my practice and my life.


 

Consider Generic Options When Complainants and Bystanders Are Fearful
Mary Rowe
14 July 2023

Abstract:

Organizational ombuds usually offer a choice of different options to constituents who call the office with a concern. In serious cases, ombuds might offer formal options such as filing a formal grievance. In addition, the ombuds can offer informal options, such as helping a visitor deal directly with their concern or offering to facilitate discussion with those involved. However, aggrieved persons and proactive bystanders often are very fearful about anyone knowing they have complained. In this situation, a “generic” approach—that focuses on an issue without naming anyone—can help to address the issues involved rather than the individuals. This can be done in ways that shield the privacy of the complainant. In addition to helping individuals, generic options serve affinity groups and the organization by supporting needed systemic improvements. This article discusses how organizational ombuds and other complaint handlers can use generic approaches in their work.


Helping Hesitant Bystanders Identify Their Options: A Checklist with Examples and Ideas to Consider
Mary Rowe
14 July 2023

Abstract:
Organizational Bystanders sometimes act heroically in emergencies. Less well known are the bystanders who act very effectively, in quiet ways, in reaction to (potentially) unacceptable behavior. In addition, many bystanders (and bystanders of bystanders) consider action, but hesitate. There are many reasons why hesitation is understandable and may be appropriate. However, in many situations, hesitation can turn into effective action. Drawing on examples from ombuds practice, this article aims to assist organizational ombuds in helping hesitant bystanders identify and evaluate their options. The article includes a checklist of questions for hesitant bystanders that ombuds may find useful—and adds to the literature about why bystanders do or do not decide to act after learning of unacceptable behavior. The checklist may also be useful to those engaged in training programs for bystanders and others who provide support to hesitant bystanders.


BELONGING: The Feeling That We “Belong” May Depend in Part on “Affirmations” 

Mary Rowe
2023

Abstract:

This essay describes a poignant concern brought to the ombuds office that helped me to understand how micro-affirmations are a major part of the scaffolding of “belonging.”


Using Organizational Values and Mission to Guide Strategic Planning

Mary Rowe
2023

Abstract:

As an ISKCON Resolve is part of a global, integrated conflict management system serving congregations in a hundred countries for the International Society for Krishna Consciousness. This global system began in 2002—and is the only one of its kind in a worldwide faith-based organization. ISKCON Resolve is led by two organizational ombuds, Brian Bloch and Bob Cohen. They respond to visitors; train, serve and supervise dozens of mediators; and support the Governing Body Commission of the faith. This essay describes an event at which the two ombuds were supporting their incoming CEO in strategic planning for conflict management.


 

“Drafting a Letter” for People Dealing with Harassment or Bullying

Mary Rowe
2023

As an early ombuds, the author discovered that drafting a structured letter about being mistreated often helped constituents—with respect to both process and outcomes. This article describes the origins of “drafting a letter” with its uses, benefits, and sources of power. Drafting such a letter provides a tripartite structure (see the Appendix) for a mistreated person to present evidence—from diaries, calendars, communications, videos, photos, phone records, etc. This structure helps in considering many options for action, for example, just thinking things through, gathering more evidence, informal discussions, mediation, or a formal complaint. Or the writer may send the letter privately to the perceived offender; such letters may work to stop specific misbehavior. If the behavior then does not stop, a safe-guarded copy of the letter can be used as evidence that the writer tried to stop it. And—very importantly—just drafting a letter may help with pain, anger, and grief.


 

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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 ombudsman.

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 ombudsman 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.

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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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