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Technology not answer to every problem (06 Dec 2004)
Very few websites I come across are giving enough attention to human interaction. There is an expectation that the website should solve every problem in every situation. This approach is not going to work. There are certain things that people are better at, and organizations need to realize that the human touch, properly applied, is a valuable asset.

Police chiefs in Ireland and the UK are constantly talking about the need to get back to old style policing; to have police out on the streets getting to know the community. If you're managing a website, how well do you know your "community"? When was the last time you got out on the streets and talked to the people who come to your website?
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