Someone in my LUG posted this last week:
http://dnc.digitalunite.com/2009/03/31/shopping-delivered-by-ubuntu-linux/
It's a great example why most IT instruction and use fails miserably. People are not taught useful things in a way they can understand and use. Most of the time people are badly taught something that is not useful and then expected to make sense of a complex and badly designed tool. No wonder most of the time people fail.
If people are properly taught how to do something useful and given appropriate tools they do on the whole find it much easier! In this case Grandma managed to get on with Linux having failed miserably with Windows...
This is something I have been going on about for a while...