Before I turn in tonight, I wanted to keep up with my resolutions (item #2).
John posted an account of him trying to help his father-in-law fix an issue with his PC. I've definitely been there, and find that when I try to help family I generally always end up looking much less knowledgeable than I actually (think I) am. Anyway, John is a super guy (met him back in my FTP conference days) and definitely worth reading. His post also points out that we have to continue to work on making things like Remote Assistance and other support-related functions easier for people to use and troubleshoot.