This seems like great advice. When I get support tickets from users who use their own jargon, I automatically become dismissive. If they cared enough to read the manual, they'd use the right words, and then maybe they wouldn't be so lost. But that's a terrible attitude to have in doing support. I usually find that while I'm writing my dismissive response I'm using the right jargon, and by the time I get about halfway there, I'm empathizing. This method could be more direct and less stupid.