I find I can get more of the last kind of emails when I'm working with one or two folks who appreciate knowing how to get their issues solved. i.e. I train the folks I work with on how to help me help them. It takes time and there are usually only a handful of people who will do this, the rest will continue to do what they always do. But every little bit helps. My biggest satisfaction comes when new employees learn from my favorite few without me having to teach them. :)