Rodney

A little of both. People learn best if they try to solve their own problems, but _with guidance. Let him figure out a little bit on his own. Then sit down with him and discuss what he's figured out and what he hasn't. Correct him where he's on the wrong track, give him information that'll help him with the _immediate_ problems that have cropped up. But don't lay it _all_ out for him, just what he needs to know right now. Then let him loose again. Repeat this process until he's up to speed.

Thing is, you can lay it all out for somebody in one fell swoop, and half of it's going to run right out their ears, because they can't assimilate it fast enough. People most easily pick up the knowledge they need _right now,_ for problems that they're dealing with _right now._

So you let him go aways himself until he hangs up or gets on the wrong track, then tell him how to cope. He's ready to hear it, has a context to fit the solution into (his experience so far) and will assimilate it. After a while, he'll be asking more questions more than you'll be lecturing him, because he'll know what questions he needs to ask.

If you've got the time to do it this way, this really works.