atw: Documentation Plan

Hi All,
I have just taken up my first full time Tech Writer position and I have to 
create a document plan.  The problem is the current documentation is very out 
dated, hard to follow and is not process driven. Management believe it is 
process driven and think that the clients like it.  I know this to be untrue as 
I have informally spoken to several clients, but a formal survey conducted by 
management to a few clients, did not support my theory. My opinions and that of 
the support and sales department and not enough to convince the powers that be 
that we know what clients want.

Currently I am expected to fill in the gaps and add new material of the recent 
changes, this is supposed to make the clients happy. However other managers 
have suggested I create document plan with a more extensive survey, sounds 
good.  But they want me to produce a plan of the various documentation 'paths' 
and improvements the clients may suggest before I even start writing the 
survey. Then based on the results follow the correct path as outlined in the 
documentation plan. 

What thoughts/suggestions do you have for creating multiple documentation paths 
other than updating the old manual and creating a new process driven one, 
without client input? 

Thanks,
Daniel Oliver
Softlink Australia
Ph: +61 7 3801 4111 
Fax: +61 7 3801 4555
Email:daniel@xxxxxxxxxxxxxxx
Web:http://www.softlink.com.au



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