Re: If you refuse to learn
"IT was in the wrong here, not the user."
At no point in the article is it mentioned how much, if any, training was provided to the users so it's impossible to apportion blame in such a black and white fashion. For all we know, all users were invited to a training session and provided with documentation on how the new system worked. Having worked with academics, I can assure you there will be some who assume they are intelligent enough to figure it out for themselves and won't bother with the training or reading the cheat-sheets. Of those, some will fail miserably.
Often, this information is passed out before the summer holiday. Many academics won't place much emphasis on it and by the time they get back will have forgotten it all. The help desk gets very, very busy as the academics start filtering back into work. "My icons have changed!!!"