Talk some more about how you deal with that from an interface level. My primary focus has been on using discourse cues in the prompts to constrain what people can say. This provides a personalized approach where Wildfire keeps track of how many times a user has successfully navigated a prompt. At first, it supplies hints on the prompt, suggesting things you could say in response to the prompt. But once you've successfully navigated that prompt several times, those hints are removed.
People can be novices on some parts of the system and experts on others.
You have two new messages. The first is from Rich Miner. But after a few times, the system just announces your messages without the added hints. The prompts are designed so the hints are the second part and can be removed, yet the prompt will still make sense. It's a teaching technique, essentially.