The fault is the person who made the user interface. A
  screenshot should be grayed out or somehow distinguishable from
  the rest of the UI - or should be clickable. Think about it: If
  multiple users are having the same problem, the problem isn't
  the users: the app/program/interface has usability issues.
  Usability testing should always take place using real people
  rather than people who are embedded in the system and already
  know it. Blaming the user is a common IT blunder.

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