One of the biggest things that I've come across a lot over my years studying and building software is exactly how little everyday people actually know how the technology that basically powers their entire lives works. This manifests itself in different ways, but the most obvious example is the conversation you inevitably have every single time someone asks you about college.

Them: "What are you studying?"

You: "Computer science"

Them: "Oh so you know about technology? Can you help me with my phone?"

When you're going into and through college as a computer science student, this conversation happens almost any time that the subject of school comes up. For anyone who isn't involved in anything related to computer science: there's nothing that's covered in classes that teach us how to use an iPhone. That has nothing to do with what we're studying in school.

What's actually going on here is a decades-long problem of sending any issue that involves a computer to IT. Even if there's nothing wrong with the technology, just what the user has done. It's so prolific that tech support teams have a name for it: PEBKAC—Problem Exists Between Keyboard and Chair.

PEBKACs have nothing to do with technology and everything to do with the user doing something wrong. Because there's a general culture of sending all computer-related problems to technologists, most people never actually learn how to fix objectively non-technical issues themselves. Compound this over decades and people just simply don't know how or why any of the technology operates the way it does. No technical knowledge is required to fix a PEBKAC, it's pretty much all just clicking buttons.