This paper describes the development of an experience factory in an Australian organization involved in the field of telecommunications. Information structures were well developed and used in the daily work of the organization. This included the use of network technology as well as the personal interaction between department members. Highly motivated personnel drove improvement via new techniques, knowledge, and tools. A special focus existed to simplify work tasks through tool support. Daily work and problem solving was strongly based on personnel interaction and access to knowledge bases (documentation, mail lists, etc.). The goal of the project was to package personnel experience and best practices and provide an effective framework for access and integration.