I realized I needed to read my final book from last year's PDF, and this was it. Good read. I just wish I remembered anything from it.
... kidding! There were several good ideas about why some ideas are memorable (sticky) and why some aren't. The biggest problem and takeaway I got was the "Curse of Knowledge." A barrier to effective communication where you expect the other person to know the same thing that you do. Or rather, that they already know/understand what you're trying to tell them. Happens quite a bit in technical support, I'd say!