Rob – in the past 10 years or so of working on intranets or sites for small targeted groups, I have found in testing that many people rely on other people and not the sites or services to find information. When testing a new site with user groups I would normally find people could find information they desired easily (this is why we do this stuff), but when I asked how they normally found the information often I would have a good portion of the user group say they would call, e-mail, or IM a friend or co-worker where the information could be found. The friend would either shoot them a link, have copied the information into an e-mail or chat, or send them a PDF of the info. Access to the information is familiar and consistent.Knowing where information is or access points to a certain type of information is essential. Prior to the web and intranets people and their machines were where information was stored. They were the gatekeepers. People were an essential part of the information ecosystem.