https://lauren.vortex.com/2025/01/03/google-ombudsman
I just had a good laugh. Someone asked me this morning how they could reach the "Google Ombudsman" for help with an account lockout issue. And I laughed not because their situation was funny, but because of the sad fact that I've been pushing for #Google to establish an Ombudsman (or these days, often called Ombudsperson) role, for ... well ... decades. I've pushed from the outside. When I had the opportunity, I've pushed from the inside. Obviously, I never had any luck with this.
But I did get curious again today. For years, my essays on this topic ranked very high on Google Search. What about now?
Another laugh! I searched for:
google ombudsman
and a blog post of mine on this topic from 2009 is still on the first page of search results -- 16 years later!
This was actually superseded by my more recent posts about this, such as 2017's "Brief Thoughts on a Google Ombudsman and User Trust":
https://lauren.vortex.com/2017/06/12/brief-thoughts-on-a-google-ombudsman-and-user-trust
But the story is still exactly the same as it was originally -- Google has never been willing to budge on this issue, even as the need for such a role (or roles) has dramatically increased over the years, not just for issues related to account lockouts and other traditional Google user problems that cry out for valid escalation paths, but of course now related to the rapidly rising range of AI-related controversies.
The more things change, the more they stay the same.
Very sad.
--Lauren--
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