I’m finding that by and large, the average user still doesn’t know when to use what tool, and on top of that, how to use the tool. It seems that folks really need some hand-holding to get started. Even if they’re interested in using the tools, they’re mostly unwilling to learn it on their own. I suppose I take it for granted since I was a software developer for eight years and I love to learn new stuff–whether or not I have to teach myself. How does everybody else learn?

Overall, I think we need to take an educational approach and be patient. We’ll get there. I’d bet email adoption was slow when that started. I know I definitely hated IM when we first introduced it.