Well, pg gave several examples of "things that don't scale" in his article, and I believe Jason is referring to focusing on individual users, not doing tasks ma

Well, pg gave several examples of "things that don't scale" in his article, and I believe Jason is referring to focusing on individual users, not doing tasks manually. He mentions eschewing automation but he's talking about automation of client interations, not automation of all the software processes. In terms of software I agree though, clicking pretty boxes is just a different type of automation. I am co-opting the phrase "artisanal high-touch."