When approached with a question, librarians create context for understanding using communication skills and their ability to navigate available resources. IAs can do a similar thing for co-workers inside an organization. Using my ongoing experience in Special Projects, we’ll look at how IA tools, processes, and thinking can be used to solve support and maintenance issues in an organization. I’ve worked with people in different product groups and roles, including those with direct customer interaction, developers, testers, and various levels of management. I’ve helped them see connections between existing products and technologies, design a complex future product as part of a “task force”, and generally answer (and be able to ask!) all sorts of questions. Along the way, I’ve discovered and added various tools to my bag of tricks. We’ll take a look at these unexpected tools and how they can be used to explore certain types of information problems.