If you provide any kind of computer support at work or for family and friends, you should read "The Fall of the Itiot" by Mark Gibbs.

If their PCs get messed up, it shouldn't be a complete mystery to them. They should have a clue and know how to get their machines fixed. Should they know how to manipulate registry settings? No. Should they know what defragging a disk means? Yes. Should they be capable of writing applications? No. Should they be able to create macros in Word? Yes.

Slashdot covered a similar story titled, "Programming for Terrified Adults." I would like to see some company try to implement some of these ideas. I would also be interested to see their lessons plans.