Continuing on your point, one thing I've found with talking with less tech oriented people is that Googling is very much a developed skill. If you don't have the foundation of knowledge to understand what question you're actually asking it becomes very hard to RTFM even if the earnest desire is there.

In my experience, when a more junior co-worker has a question outside my immediate expertise, I find my self searching for what they ~meant~ not what they are actually asking.

I think a lot of disconnect in the community comes from this acquired auto parsing.