Another aspect of office technology is when software features are used infrequently, as in my work environment.  It can be months before a certain thing needs to be done but when the need arises, it's almost always a time crunch.  That's when I usually when I have to hurry and assist or walk someone through something, like mail merge or spreadsheet formulas, charting, etc.  So if it's a technique that isn't used every day and there's familiarity, it can be scary to the user I guess.

Just another "two cents" worth.
--Nancy