People who post on this site about malware infections or any other problems they have with their computers are, in general, frustrated, scared, angry, and probably feeling a bit powerless in their ability to successfully operate their rig in a world of malicious malware. They may not be adept at articulating the exact nature of their problem, and certainly not its scope, as users tend to deal with local problems like not being able to load a program, or get online, etc. That said, the last thing these people need (myself included) is to be made to feel dumb by the person who is ostensibly helping them.
With my first thread on this site, I had the unfortunate experience of dealing with someone who was immature, and not only accused me of being sarcastic, but made an effort to make me feel stupid. Now, I am certain that this was an anomaly, and that most of the people who moderate and who work on user's problems are nice, hardworking, helpful and courteous. I know they are nice, because they are taking their own valuable time and donating it to a larger community.
Please just remember the state of mind that comes when a computer goes haywire, and be mindful of it when walking a user though a solution.