What he means to say is what most of have known in our darkest heart of hearts since the first help ticket: The vast majority of users are technically illiterate idiots, and you can't fix stupid.
Note that there is a difference between "stupid" and "ignorant".
Note that being "technically illiterate" puts you into the "ignorant" category, but that claiming that "technically illiterate" is the same as "idiot" puts you well into the "stupid" category.
Now, arguably you can claim that the vast majority of users really don't care very much about the subject at hand, which might very well move them into the "stupid" group. But being technically illiterate, in and of itself, is not a sign of "stupid"....