"The technologies that will be most successful will resonate with human behaviour instead of working against it. In fact, to solve the problems of delivering and assimilating new technology into the workplace, we must look to the way humans act and react. In the last 20 years, US industry has invested more than $1 trillion in technology, but has realised little improvement in the efficiency of its knowledge workers ­ and virtually none in their effectiveness. If we could solve the problems of the assimilation of new technology, the potential would be enormous."