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"Don't write your password down" is good advice for an accountant working in a busy office, being tempted to put a sticky note on their monitor. In 1993 that was the only scenario where someone would even have a password. Except maybe a PIN number for a bank card, and it's not a good idea to write that on the back of the card either.
The sticky note thing is right enough (that's how someone I knew in the early '80s got access to the school systems grade databases), but I can tell you I got a LOT of funny sideways looks when I advised people in the late '90s to write their work passwords down and keep it in their wallet (not in their desk drawer or 'cleverly' taped under the keyboard).
That was nearly 20 years ago. The world has changed since then, and Bruce has changed his opinion on this. In a more recent blog post he advocates using a password manager and says:"Putting them into a file on your computer, e-mailing them to others, or writing them on a piece of paper in your desk is tantamount to giving them away."
It's very easy to forget there are people in this world who don't have our IT knowledge, nor do they need it. They are used to being able to talk to someone face-to-face, or at most via a phone, if something is wrong with one of the services they use.
Could be this person is at their first tech failure, ever. Could be that there have been tech failures in the past, but she had a tech savvy relative who passed away.
We don't know.
We are, however, focusing on the wrong thing. For quite a few years, giant corporations have made it easy to use accounts without ever entering a password, while making it exceedingly hard (or damned right impossible) to talk to a human being when needing help. Enter "the forgotten ones", people who get screwed by technology which they had no idea could fail that way. And our knee-jerk reaction is to blame them, disregarding the fact that they were led this path by silent false promises, such as "you never ever need a password to log in to this account, because it does it automagically, huzzah!"