This item picked up by elearningpost is a fun read. I'm not sure whether it is directly applicable to online learning, since it discusses four types of 'problem user' and gives advice to computer services people on how to work with them. I wonder about the characterization of the 'Billy the Kid' problem user. His sole offence seems to be playing around with his PC and sometimes running unlicensed software. It's an interesting perspective. From a computer services point of view, playing with your computer is something to be avoided. But from a learning point of view, it should be encouraged. As for the unlicensed software bit: get the user a Linux box. End of problem. Heh.