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No.	Recommendation	Recipient	Thematic Group Source	Assignees	Status
23	The roles and jurisdiction of the Ombudsman should be expanded. The ICANN website should provide a clear and simple way for the public to make complaints.	Contractual Compliance, ICANN Board, Chris LaHatte	TG4	IANA Transition & ICANN Accountability Social Media

Implementation Details

The enhancements to ICANN Ombudsman’s role and function have been the subject of significant discussion throughout enhancing ICANN accountability process. It is currently being examined in the CCWG-Accountability Work Stream 2 within a SubGroup. At-large Members have not only actively participated in the SubGroup, some has also assumed the Rapporteur position in leading the work and shepherding the processes.

Once the community’s recommendations on an updated scope and nature of the ICANN Ombudsman’s role have been issued and considered by the Board, ICANN will put out a Call for Expressions of Interest, and conduct a global search for the next Ombudsman. Pending the conclusion of the community work, Herb Waye has assumed the role of Ombudsman starting on 28 July 2016.

Furthermore, At-Large Community members took the initiative to contact former Ombudsman Chris LaHatte and ICANN’s Digital Engagement team, and offered a number of suggestions to improve Ombudsman’s blog and social media channels. ICANN recently revamped the Ombudsman’s microsite, incorporating clear messaging on the role of Ombudsman (e.g. infographic of the ICANN Expected Stands of Behavior) and simple instruction on how to make complaints. Herb Waye has also maintained an active presence on Twitter and Facebook, making himself accessible to the ICANN community.

Next Step

At-Large will continue engaging in the CCWG-Accountability Work Stream 2 to help shape the roles and jurisdiction of the Ombudsman. Seasoned At-Large leaders will encourage more At-Large members to participate proactively and make greater influence.

Actions:

Future Challenges WG to follow up on the expansion of the roles and jurisdiction of the Ombudsman
Social Media WG to provide recommendations for community members to easily make complaints to the Ombudsman via the At-Large website
Glenn McKnight and Murray McKercher to look at the Ombudsman's social media channels, critique whether they have been used effectively, and provide suggestions
Holly Raiche to explain that this means: The roles and jurisdiction of the Ombudsman should be expanded

Notes:

05 Oct 2015:
- This rec can link to the work in CCWG-Accountability WS2, which may touch on the roles and jurisdiction of the Ombudsman
06 Jun 2016:
- The function of ombudsman will be fully reviewed in WS2
- We encourage At-Large members to participate in WS2

Input from Social Media Working Group:

Need to promote and interact with Ombudsman's website and social media channels
Possibly tweet / post the public-facing report that Ombudsman developed after each ICANN meeting
24 Sep 2015:
- SMWG to monitor the Ombudsman's social media channels and interact with his content

In interview with Chris LaHatte on the Atlas ll recommendation Item 23 & 24

Both the areas of the Ombudsman and Contractual Compliance should report regularly on the complaints they received, resolved, pending resolution and actions taken to address issues raised by unresolved complaints

Action

In interview with Chris LaHatte on the Atlas ll recommendation

In conversation with Chris he reiterated that due to the confidentiality of his office its very problematic to report on statistics and details on complaints since the privacy issues is paramount. His normally reporting is to the board and the issue of providing the community with statistics on number of filings, number of resolutions and more needs clarification.

Item One Blog

As to Ombudsman's social media sties. ie. blog, Facebook and Twitter feed
One Blog- Word Press omblog.icann.org‏

The blog is once a month posting

25 posts

Analysis

Missing analytic of volume of traffic and where the visitors are coming

Lack of value added content or relevance

Recommendations

Change the Wordpress ( Blog) template to use proper widgets to integrate TWITTER, FACEBOOK FLICKR and other feeds to the site
Provide public user feedback
Needs less text and more pictures and videos
Need update on actual functions of the office
FAQ

Item Two Twitter

chrislahatte

Analysis

Followers 310

Tweets 512

Retweets unknown and need to know

Recommendations

Integration of Twitter to automatically go to blog and Facebook

Conclusion

I think some of the content is restricted due to privacy but perhaps graphical presentation of resolutions would help people understand the role of the office.

He will be meeting with Laura B of ICANN on revamping his Blog and he to share our recommendations into the integration

Glenn McKnight