Diagnosing Problems On The Web - A Rule Of Thumb

My mother is asking for technical support 'for a friend'. She's reminded me of this quick diagnostic tip that's worth noting:

Geek: What browser are you using?
Patient: What's a browser?

They're using Internet Explorer. Someone might have installed a better browser for them, but if they had someone like that in their lives, they wouldn't turn to you for tech support.