"Imagine you're a new Linux user. You ordered an Ubuntu CD weeks
ago and forgot about it. You're surprised it actually comes in the
mail. You slap the shiny disc into your PC and cross your fingers.
The installation is quite slick. You're impressed by the splash
screen and attractive desktop. Wow, you think you're hot stuff--a
Linux user. But the euphoria fades as you realize there's a problem
with your modem. Now what do you do?
"This is what happened to one of my coworkers, who called me to
get help with his system after he installed Linux. After we worked
through his modem problem (he had the wrong port selected), he
asked me a lot of questions about Linux..."