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This is a good observation from the author. But as inferred at the end of the article - familiarity does not mean - that the user will be able to troubleshoot a problem in the system. After having managed users for about 10 years in various environments - I have seen that the more IT Savvy the user is - the more complex the problem is. And sometimes - it really becomes very difficult to explain to them the solution - because even a super user of an e-mail like system - does not understand how it works.

As they say - Half knowledge is dangerous - it is very apt !!