Integrate support for management of customer/technical support case content in DITA?

Dear OASIS DITA TC committee,

I would like to submit an idea for future
expansion of DITA, to also include support for management of customer/technical
support case content. The idea has been discussed here: http://tech.groups.yahoo.com/group/dita-users/message/26142
and also to some extent here: http://idratherbewriting.com/2012/02/02/a-reverse-approach-to-help-authoring-wri\

ting-documentation-post-release/.

Some background:

End users of technical products/systems are active and goal oriented and they
often do not read the whole manual to comprehend before using the product. Many
users first try to use the product based on prior experience and knowledge
(mental models etc). If they get stuck due to that prior knowledge is
insufficient, they need information and what they do is ask a question. A
search process is initiated. Users consult the manual believing that it will
give an answer to the question. Or they call the support center.

Technical communicators are actually
answering questions, or that is what they should be doing and not describe
features of a product etc. DITA is used to manage answers and one (1) topic
shall answer one question. In fact, technical communicators are predicting user
questions, since many of us develop documentation before the product is
launched to the market (and thus, at that time no questions are asked).

What do support people do? Simply put, they are reacting on user questions –
hopefully giving the user a proper answer. Support centers and techdoc
departments are often working in different silos, since no content is reused
in-between (there are of course exceptions). Why have several different
"answering processes" within a company? Meaning, in many cases the
same question is answered twice. If DITA could be extended to also include
markup to allow support departments manage their content, according to for example
KCS (Knowledge Centered Support) methodology (http://en.wikipedia.org/wiki/Knowledge_Centered_Support),
many benefits could be foreseen from a content reuse perspective.

Just an idea.

Best regards,

Jonatan