I guess that would depend on what was found out by polling. In other words if a majority of users are using webmail why are they using it instead of an email client. It might not even be due to lack of knowledge of safe email principles. For example, it could be that the wiki instructions are to complicated for some users. But for the most part it wouldn’t surprise me if users don’t read the wiki because they don’t know about certain documentation or just don’t care to read it. If you look at support requests, its mostly questions that are already answered in the wiki. So inexperience and/or laziness likely plays a part?