In my humble opinion, the Contacts feature is confusing to users.
I have a handful of users that are trying to add a contact from the global address list to a category. This is not possible. They must create their own contact, then add it to a category. When they do this, they complain that the contact is listed twice.
I assure them that My Contacts and Global Address List are completely separate and that the screen combining the two causes this confusion.
Thank you for listening,