Technology amplifies human intent and capacity, not replaces it.
Toyama's argument from development technology projects: computers in schools improved good schools and did nothing for bad ones. Technology multiplies existing capacity rather than substituting for it.
In practice
- A clinic with good records and trained staff gains from a new system; one without them gains a new place to lose information.
- A collaboration tool makes a well-run team faster and a badly run one louder, and the tool was never the variable.