if only there was a summary of this article edited for brevity and targeted at a 7th grade reading level, for a mostly retired middle class audience.
And I still remember some of the funny stories. Here's one for any of you doing user support:
Two older folk are traveling and end up in this bar. It's packed, the music is so loud the poor waitress has trouble getting the orders right and the clientele is a bit rowdy. When the waitress comes to take their order, the old lady sympathetically says "My, you have a lot patience!" The waitress drops her voice and hisses "Shhh! We're supposed to call them customers!".