Book excerpt: Computers are supposed to be smart, yet they frustrate both ordinary users and computer technologists. Why are people frustrated by smart machines? Computers donâ (TM)t fit people. People think in terms of comparisons, stories, and analogies, and seek feedback, whereas computers are based on a fundamental design that does not fit with analogical and feedback thinking. They impose a binary, an all-or-nothing, approach to everything. Moreover, the social world and institutions that have developed around computer technology hide and reinforce the lack of alignment between computers and people. This book suggests a solution: we do not have to accept the way things are now and work around the bad social and technical design of computers. Rather, it proposes a diverse, distributed, critical discussion of how to design and build both computer technology and its social institutions.