Professional conferences offer attendees, presenters, organizers, exhibitors, and sponsors a platform to engage, learn, and network. To ensure these gatherings are as enriching and productive as possible, they should embody inclusivity, safety, and respect for all participants. At the same time, unique challenges may arise that require a neutral party to address concerns constructively. To maintain a positive and welcoming atmosphere, many conferences now incorporate a dedicated role: a conference ombuds.
The Value of a Conference Ombuds
While well-trained staff members are essential, they may not always be able to address every issue impartially and confidentially. A conference ombuds serves a vital role by offering attendees independent, impartial, informal, and confidential support. This role reinforces a conference’s commitment to diversity, equity, inclusion, and belonging (DEIB), creating a space where participants can participate fully and raise concerns safely.
By ensuring that all attendees feel comfortable raising issues and receiving support, a conference ombuds promotes a culture of trust and respect, helping prevent conflicts from escalating and fostering a safe and supportive environment.
How Conference Ombuds Adds Value
- Early Resolution of Concerns: Attendees are more likely to share issues when they know an impartial and independent resource is available to them.
- Informal Conflict Resolution: Ombuds help brainstorm solutions and facilitate discussions, addressing issues in a timely and constructive manner.
- Encouraging Open Feedback: They provide a confidential space for attendees to voice their thoughts, reinforcing inclusivity and respect.
How an Ombuds Supports Attendees Before, During, and After the Conference
A conference ombuds offers guidance and support at multiple stages:
Pre-Conference Preparation:
The ombuds collaborates with conference organizers to establish an Ombuds Charter defining their role and scope. They also help develop a communication plan, ensuring attendees understand how to access their services and feel informed and supported from the start.
During the Conference:
- On-Site Support: Ombuds are available to speak with attendees, providing a confidential, impartial, and safe space to share concerns. Ombuds may often moderate or lead learning and development conversations.
- Dialogue Facilitation: If conflicts arise between attendees, exhibitors, or organizers, the ombuds can step in to mediate and guide constructive discussions.
- Impartial Listening and Guidance: As unbiased listeners, ombuds assist attendees with concerns related to logistics, interpersonal issues, or broader event challenges.
Post-Conference Follow-Up:
- Ongoing Support: Ombuds are often available to speak with attendees who have further concerns or feedback for days following the conference.
- Feedback Collection for Improvement: The ombuds gathers insights and feedback to report back to organizers, identifying patterns and areas for improvement in future conferences.
The Return on Investment and Long-Term Impact of a Conference Ombuds
Incorporating a conference ombuds helps resolve issues in real-time and elevates the entire conference experience by promoting a culture of civility, inclusion, and belonging. By offering a confidential, neutral, and accessible resource, organizers show that every attendee is valued and supported, reinforcing a professional environment of respect, openness, and DEIB principles.
Adding a conference ombuds to your next event will increase the chance that it is a positive and safe experience for all participants, helping to ensure the event’s success and fostering an enduring sense of community.
To discuss Conference Ombuds Services, contact Josh Hoch, Ombuds & Director of Ombuds Services, at 617-895-4028 or jhoch@mwi.org. To schedule a time for Josh to call you, click here. Jai Calloway wrote this blog article. Jai is an ombuds, trainer, and consultant with MWI.
