Business would be great - if it weren't for customers and employees.
That old saw captures the challenge of managing any enterprise: no matter how efficient or productive any system may appear, humans are quite capable of turning it on its head and mucking it up.
This may be especially true when it comes to the integration of technology into the human-centered workplace. Many organizations continue to make the mistake of believing that just by providing some training - or by hiring only those who have already received such training on their own - the benefits of new technology will automatically accrue like flowers after a spring rain.
What they fail to understand - or refuse to acknowledge - is that the introduction of a revolutionary, disruptive and ultimately effective new technology frequently requires a rethinking of how the institution is organized, designed, managed and most importantly,
imagined.
The notion that tech will just make whatever we're comfortable with work faster and better is delusional. That delusion persists, however, because the alternative is messy, upsetting and often expensive. Power shifts, as do relationships, job titles, compensation formulae and employment prospects. The more far-reaching the technology, the more likely that the status quo will change. And despite a generation's worth of encouragement to embrace change, the very human instinct, based on experience, is to assume that this is probably not going to work out so well for anyone who has already been doing the job the old-fashioned way.
The problem is that accounting conventions dictate that retraining is a cost that reduces return on investment. Other resource allocation decisions may be similarly affected. Combined with a bias towards the short term, these forces militate against preparing an individual, an enterprise, an industry or a society for the probable effects of meaningful technological change, assuming of course, that it's benefits are to be realized.
Technological integration entails sacrifice. Not everyone is comfortable with that, especially if they are past the age when all of their assets can fit in the back seat of a small car. But the technological imperative is sufficiently compelling and seemingly unavoidable that far-seeing individuals and organizations can adapt and succeed if they can summon the will to do so. JL
Farhad Manjoo comments in the New York Times:
Optimists underplay the messiness of tech, including the possibility that people
will reject advances for social or emotional reasons, or that they’ll
use technologies in inefficient ways nobody would have ever guessed.