Hi Tiff. With regard to the second part of your question, I would say that the best answer is always the truth, if only because it's the easiest thing to remember. What would you actually do? If you don't feel comfortable with that (or the honest answer is "Forget it, and head to the pub"), then you need to find some reasonable middle ground. Is it realistic to wait until you have all the answers? Can you ever actually get to that point of total understanding when information is dispersed around the organisation in people's heads? On the other hand, what if some of info in the 20% is critical to success? Go for option one, but build in contingencies to ensure that (a) you have all the info you can realisitcally get hold of, e.g. all key stakeholders are identified, and (b) you can adapt your plans when new information comes to light. Back it up with an example and you're home free... Good luck.
