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The issue in my mind is exactly what you highlighted. Someone with good critical thinking skills doesn't need much computer-specific training. They have the ability to figure it out on their own. But people who went through the current "teach them knowledge, not thinking skills" educational environment *needs* to be trained to do things a certain way. The moment the system changes, those uses need to be re-trained. And when they aren't properly re-trained (or they forget the new stuff, and revert to their previous training), chaos result. This is how you can get 5 different answers from 3 different people at the DMV. And it's how you see users do some really dumb things, like fall for phishig scams and get viruses.

We in IT love to say, "oh, just educate the users." But it is hard to educate someone when their ability to think has been crippled by bad education in the first place.

J.Ja