Except that...
I agree with this article except that in my experience, most of the people who use the stupid things could have gone through a long line a lot faster simply because they don't understand how to use it. Sometimes I just want to reach over and push the screen images for them as they stand and stare at it, desperately looking at the clerk who ignores everybody, and back at the screen again. It's like saying computers are so efficient, but if the person doesn't understand the basic principles of them, such as the difference between logging off and turning it off, and other various basic issues that seem to elude managers and directors, what is the point?