How the documentation process is supposed to work in IT

[Marie Parker <marie -dot- parker -at- avv -dot- com>]

Hello,

I'm relatively new to technical writing and end user documentation so, by in
large I'm making it up as I go.  I work for a small (just under 100
employees) Internet company that provides online services to car
dealerships.  Before I was hired there was no documentation department.  We
now have an online and print manual, Quick Start Guides, and are developing
online tutorials.  However, there is just no existing documentation and no
processes in place for writing system requirements, programming, and
creating end user documentation.  Can any of you suggest good references or
sites that detail how the process works, "in a perfect world".


Thank you,
Marie Parker

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