Celebrating the Approval of My Whitepaper Establishing Support as a Scientific Discipline

·Apr 20, 2026 04:47 PM·

Not really promoting anything, just wanting to celebrate a win: I submitted my whitepaper on why Support requires a scientific foundation and deserves disciplinary status. It took forever but I just wanted to share that it was just officially approved. It's now in the academic record and while it might sound small still, it's a foundation that allows us to build CS/CX out as a discipline on the same level as Marketing, Design, Development, and Finances. To say that I'm proud is slightly understating things link if you wanna appreciate the nerdiness: https://dx.doi.org/10.2139/ssrn.6380959

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6 comments

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Sarah Betts
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Ines you are so cool
Ines
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I have never been cool a single day in my life haha so I will take that win!
Sarah Betts
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pfft You've been hella cool for all the many years I've known you
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Ines
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Just in case anyone is wondering "what does this matter", it means:
A team of SSRN reviewers assessed my paper for academic merit and found it met their standards (I don't have a Uni affiliation yet and have gone back to school specifically so I can publish papers like this at a bigger scale, or even lead empirical research in the field)
This work is now indexed in a database used by researchers globally
Anyone searching for research on customer support, conversational quality, or emotional labor can now find and cite this work, opening up the possibility of more independent research efforts
It's important. A paper like this, focusing on CS as the center point, has not been done before from what I've been able to find. It opens up doors to SO many possibilities.
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balevine
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I'm with Sarah Betts on this.
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Steph Lundberg
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Saving this for the next Roundup! So awesome
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