Coming from someone who worked tech support for some time: There are lots of people with no grasp of basic computing concepts working office jobs in which they sit at a computer all day. Some even highly educated and specialized. lawyers, managers, marketing consultants, insurance salespeople… young and old. They can use Word, and Outlook, and Chrome, and phone apps, but the concept of a file or folder, or utilizing files and folders to organize information, are alien to some. Doesn’t help that some (especially mobile) OS’s do a lot to obscure that layer from people, and people can often get by with rigid workflows or by calling tech support a lot. Not judging them. Well at least the ones who were nice to me. I don’t know how to change my oil. I mean none of the people I’m thinking of did either. But I don’t know how to do whatever lawyer managers do all day(meetings?). I realize there is some self selection in who calls tech support every day, so having worked tech support might have skewed my perception of the average office worker.