I've been to the RMV here in MA a number of times in the last few years... and I've only gotten through in 10 mins maybe once. I almost always have to wait, no matter what time I go. I did find the Wilmington Office to be way
better than Watertown though... so glad I moved away from that one.
Though as +Simon Cousins
points out, now that I have AAA, I can use that service for simple things like renewals if they require going into an office.
Basically the article is just telling you to use common sense and don't be unprepared. I always bring a book and my headphones (in case it's too loud to read)