With the use of remote access do you want to solve the problem at other end and start communication:
Hi,in the communication process if the other end is computer novice then you can do basic tasks for them,on their behalf.Just install the software from
https://secure.logmein.com/home.asp , at the end where you have to solve problems.This site gives a free trial,its easy to use.But be sure there are no important/personal files where you get remote access,others may log on.
