The article presents Brenda Dervin’s sense-making methodology approach to user studies. The concepts of subject, gap, verbing, information etc. are outlined. They form a foundation for the theory’s process approach to information behavior research. The sense-making triangle, as a basic model, facilitates the conceptualisation of information or communication behaviour in individual contexts. The article also presents the theory’s view on information systems design, role of power and methodological implications for studying information seeking and use.