Polemics and platitudes in place of performance. I don't know, but I suspect strongly. I come pretty close to this ideal. And my results are pretty good. The number of users I have to write of as the kind of luser people are complaining about is much smaller than the number of users who get into problems and help figuring things out by a large percentage.
Good tools goes a low way towards keeping people from becoming lusers or trolls in the first place.
So does a good attitude. I have a ways to go, but we've made great strides. Ask me again in january 2000, and we'll see how my next couple of generations of improvements go. I don't know, but I suspect strongly. While Murr is too busy and other people guess, I research this stuff.