alstin communications

In the “that-happened-yesterday-who-cares-about-it-now” age we live in, I was really glad this article caught my eye. I’m referring to a detailed, even-handed and informed criticism of ESPN’s handling of the LeBron James trade saga, also known as “The Decision.” What made this article special was that it was written by one of their own: Don Ohlmeyer, who is ESPN’s official “Ombudsman.” The link is here, and I strongly encourage you to read it. You’ll find that Ohlmeyer is very critical (as I think he was right to be) about ESPN’s handling of The Decision and pulls no punches when it comes to the network’s numerous mistakes and serious journalistic integrity lapses leading up to, and during, the over-hyped event.

What makes for a good ombudsman like Ohlmeyer? The definition of an ombudsman is one “who investigates complaints and mediates fair settlements,” but I think it of more as a “tell it like it is person,” someone who is immune from—or above—any influence or corruption from the organization he comments on. No killing the messenger here, this person is expected to speak the truth without corporate-speak, prejudice or fear of retribution. When it works, when the person is truly impartial, and truly free to say what he or she wants, it’s great. I actually think more highly of ESPN as an organization for having someone like Ohlmeyer as an ombudsman—though do I think his piece deserved more prominent placement on the ESPN website.

How about in the corporate world? In my opinion, a good ombudsman is something a CEO would covet, as a strong leader wants honest feedback but very often doesn’t receive it, hearing mostly from yes-men or having to work with watered-down, distorted information. A report in SHRM states that a corporate ombudsman is still a rather rare commodity. I think that’s unfortunate, especially with large corporations, as a good ombudsman can give voice to employees or a community that wouldn’t normally have access to top management. Some companies set up an ombudsman program as a result of a legal ruling but SHRM claims most organizations create them voluntarily. If you’re thinking what I’m thinking, the answer if yes, BP does have an ombudsman.

The danger of a corporate ombudsman program? If the person in that role is simply there for show, serves as a mouthpiece for top management, can’t speak freely or faces retribution, that’s worse than having no program at all. Many media and news outlets have had an ombudsman for decades, and it’s always been considered a very important position in a one-newspaper city, or a place where a single media outlet dominates the news dissemination for a region.

Does your company have an ombudsman, be it official or unofficial? Do your employees know about this person and how are his/her comments communicated? What would you say to your CEO if you were appointed the role of ombudsman?