Historically, most geeks—including me—have thought that people who use computers should learn enough to be their own tech support. We did, and it doesn’t seem that difficult to us, and it’s kind of infuriating that so many of the questions we’re badgered with sound fundamentally ignorant: people who don’t understand what the difference between memory and hard drives, can’t figure out how to launch an application if it doesn’t have a dock icon or a desktop shortcut, and can never find the document they saved last week because they don’t have the faintest clue what a directory is.
The model we’re moving toward, though, is premised on the idea that computers shouldn’t require routine tech support. Again, look back at game consoles: an Xbox 360 or Playstation 3 is a fully programmable computer with networking capability, offline storage, removable media, the whole shebang, yet all of that is invisible to the user. What file system does a Playstation use and what directories does it put your downloaded games in? The correct answer is: “Who gives a shit?”
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