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Both responders to my original post make valid points regarding the way we should treat users. I would never advocate treating them rudely and would never, ever "blast" anyone. Tact, everyone. We are professionals and should always behave as such.That said, I stand by my opinion. With training, users should be able to take some responsibility for their desktop computers and not rely on IT to do all of their thinking for them. They begin to expect it and then cannot or will not think for themselves. We have a very small IT staff with each person performing multiple functions. As tech support, I have other users to assist and a network to maintain. As a programmer, I have deadlines. Management does NOT want to hear that the new website won't backend into our ERP system because I was busy replacing fully functional workstation components so the user will feel good about herself.