The everyday routine of the members of the AOB does not consist entirely of working their way through files. The focus is always on dialogue and the discourse with various target groups. This naturally also applies to the employees of the AOB who have to bring not only extensive professional expertise but also significant communication and mediation skills to the table. Important dialogue with different target groups In the 35 years of interaction with its important – and very heterogeneous – environments, the AOB has acquired the trust and acceptance of the population through its work and the manner of how it goes about its business. The television programme Bürgeranwalt (Advocate for the People) has made a substantial contribution to this process. Thanks to its new responsibilities, in future the AOB will attract even more interest from the political arena and the general public. 11