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!