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@rawenwolf And it's not even they don't know how to say it. It's that non-experts and experts will talk differently about the same topic.

A user will describe what they can from what they know using the words they're familiar with. They might have a very poignant way of describing an issue. They might have a very roundabout way of gesturing at it.

This is one reason, I believe, why folks with helpdesk or customer service experience tend to make better hackers. The social element is understated.