Machines will force the humans in them to act like robots.

· Bits and Bobs 2/20/24

When an organization is small, if there's a significant problem affecting a user, of course you reach out to the user directly.

When you're much larger, you might think "is there a process for that that I'm supposed to follow?" and default to not doing anything to be "safe".

The logic of the machine overrides the logic of the human.