Shannon Lynn Burton, Michigan State University Ombudsperson, continues making strides to uphold long-standing traditions of the office. Beyond serving in leadership roles and emphasizing the importance of research-based practices, she is finding ways to support colleagues across the organizational ombuds spectrum.
Locating resources that support the diverse nature of the ombuds field has been an enduring challenge, but one that Burton is prepared to face. In collaboration with more than 40 industry professionals, she has taken an important step toward deeper understanding and exploration of what ombuds do, their history and how they support one another.
Upholding tradition
The Office of the University Ombudsperson at MSU is the longest continuously operating ombuds office at any college or university in the United States. Founded in 1967, James Rust was the first ombudsperson at Michigan State and the nation’s third, establishing the groundwork for procedures that initially focused on academic and nonacademic student issues.
MSU’s second ombudsperson, Carolyn Stieber, served in the role for 17 years. Her writings greatly contributed to the field, and she served as a leader for the former University and College Ombudsperson Association.
Over the years, MSU has built on this reputation and set a precedent for managing conflict, improving communication skills and developing a culture of care. Additionally, the team focuses on research-based practices and continues to gain distinction through national and international leadership roles.
Burton, an alum of the MSU College of Education’s doctoral program in Higher, Adult and Lifelong Education, serves as the inaugural co-chair of the Research and Assessment Committee of the International Ombuds Association, or IOA, as well as editor for the Journal of the International Ombuds Association. She is also IOA’s working group representative to the National Academies of Sciences, Engineering and Medicine’s Action Collaborative on Preventing Sexual Harassment in Higher Education. Ryan Smith, who serves as assistant university ombudsperson at MSU, is a board member for the European Network of Ombuds in Higher Education, or ENOHE.
“Over its many decades in existence, this has been a hallmark of our office,” Burton said. “Involvement in the broader ombuds community and an emphasis on research helps strengthen our services at MSU and expands our knowledge of what’s happening in the field. We can also collaborate with other practicing ombuds, learn from their experiences and share ours.”
Inspiring collaboration
Some people have heard of ombuds, but their role is not widely known or well understood by the public. While the profession has various models, including classical and advocate, Burton has focused on organizational ombuds. These individuals serve as a designated neutral party within a specific organization, providing conflict resolution and problem-solving services to members, clients or customers.
The work of an ombuds office is important because it provides a safe, confidential space for individuals to raise concerns without fear of retaliation. By being impartial and independent, ombuds offices foster trust and contribute to a healthier organizational culture. They also serve a broader role by identifying patterns and systemic issues, which can lead to improvements in policies, procedures and overall fairness within the organization.
To help advance the field, Burton recently co-edited the first book published by the International Ombuds Association. Featuring more than 40 authors, "The Organizational Ombuds: Foundations, Fundamentals & the Future" provides a holistic look at the field and its diverse practices.
Sitting on her living room floor in 2020, Burton was surrounded by books that lay the foundation for her career. At the time, there were no resources that offered the same support and substance for organizational ombuds. Mentors and leaders encouraged her to pursue the project after reviewing a draft prospectus outlining her vision.
“We [the IOA] have been talking about publishing for a few years now and once this prospectus came to us, it was clear: now is the time and this is the project,” shared Ellen Miller, IOA executive director. “This is the first comprehensive book that addresses the full theoretical and practical scope of organizational ombuds.”
Collaborating with co-editor Loraleigh Keashly, who has conducted related research on the topic, Burton has more than 13 years of experience in the field. She is proud to share this core resource with fellow ombuds and continue building on MSU traditions in the field.
Keashly, who is a distinguished service professor at Wayne State University, has broadly focused her research on working relationships and specifically conflict and bullying.
“In my work on workplace bullying, it has been ombuds who very early on flagged bullying as a major psychosocial issue for organizations and they have done some incredible and valuable work to address these situations both preventively and as an intervention,” she said.
The book coedited by Burton and Keashly strives to explain three defining features of organizational ombuds. The first is to describe the work and how it compares to other types of ombuds. Second, the book aims to serve as a lens of the field from practicing ombuds. It’s written entirely by those who are practicing. Finally, it recognizes the support of friends and colleagues who helped authors explore the field and gather key information.
“This was fully a collaborative process,” Burton said. “Not only did I have the good fortune to have Keashly as my co-editor, but it is truly a chorus of voices from ombuds in the field.”
Many ombuds were interested and eager to write a chapter, which lends itself to the need for a rich and invigorating resource to support the profession.
Expanding viewpoints
Throughout the process, one of the primary goals was to bring together a diverse range of perspectives on what had already been done or considered and what’s possible for the field. Beyond the typical challenges that come with publishing a book, such as consistent formatting and meeting deadlines, the authors and editors emerged from the project with new viewpoints of their work.
Many of the writers are not accustomed to identifying and drawing upon research.
“I think that is a result of the nascent status of these activities in a heavily practice-focused field,” Keashly said. “Yet there is such richness in these varied and extensive experiences that they cry out for more systematic research and theoretical attention.”
The alignment with the values and mission of the IOA is one of the reasons they chose it as their first foray into publishing. The organization seeks to advance the understanding and application of organizational ombuds and their vision for every organization to benefit from the practice.
“As an international organization, we celebrate both similarities and diversity in practice and perspective and we wanted to bring those perspectives to our projects,” Miller said. “By publishing this book, we hope to educate, inspire, level set and encourage dialogue about our field’s next steps. As a newer profession, the field needs to define that conversation and identify areas that require more research, thought leadership or training.”
Continuing the conversation
Beyond the rich history and uniqueness of MSU’s ombuds office, there is a desire to continue collaborating across the industry. It’s in our institution’s nature to push the boundaries of research and focus on shaping a better future.
Burton sees the book as a grounding for colleagues as they navigate their institutions and a way for organizations to better understand their role. Additionally, it’s a means for researchers to begin exploring the work of organizational ombuds.
“It was a treasure to collaborate and connect with so many of my peers who wanted to contribute to this project from all sectors of practice — educational, governmental and corporate,” she said. “As this is meant to be a core resource of practicing ombuds learning to enhance their roles within their organization, as well as a resource for researchers who want to explore ombuds work, it is but a beginning in detailing the nuanced work that we do.”
