I have been living online full time since 1992 or so and on and off many years before that using the old interactive text menu version of CompuServe.
I have provided online end user support for Toshiba and ClubIE and ClubWin.
I have done a lot of Tech Tutoring.
I provide volunteer support for my students, family, friends, and strangers and here are the truths I have learned when it comes to providing Technical Support in an Online setting.
These truths were learned in many places over many years.