I think you're misreading the whole thrust of the article. What Marco was getting at was that he can't help him in light of his (Outlook user's) expectations. The article is saying (1) Marco has a use pattern that works well for Marco, (2) that use pattern could be pushed on someone else in a way that fixes the user's problem as Marco sees it, (3) but Marco has come to the realization that the problem lies with the user's personal use pattern combined with his expectations for the technology. I think that's really insightful.

If you let go of the idea that you can change (or that it's worth the effort to change) everyone's use patterns, then you have to accept that some use patterns simply don't have solutions that meet the user's expectations. And in those situations, it's best not to fight the user--let them work it out. Hopefully, in the end, they find something that works for them.