Or how much they know. I am the free tech support for friends and family; the most common question is "why doesn't this work?"
Things we take for granted are revelations to them. One person had to fill out a dozen or so progress reports and was cutting and pasting from one document to another. I setup an Excel spreadsheet, explained fill down and how to copy paste in Excel, created a Word merge document and they did the job in minutes that used to take hours.