I've also found that with an older audience your choice of words can change their entire perception of what happened for the worse. In one of my apps, my error

I've also found that with an older audience your choice of words can change their entire perception of what happened for the worse. In one of my apps, my error message had "error" in it. While it was an error, their perception was that the app itself was flawed. I removed the word "error" and re-worked the copy similar to this article and I no longer have the support issues.