"I haven't quite made up my mind whether some people's evident fear of or subservience to technology is genuine, or simply a convenient excuse for doing something or, more often, not doing anything."
The entry continues with interesting anecdotes from the author concerning customer service (an oxymoron if there ever was) and technology. But, it can easily be applied to people in work places who don't know how to use technology and don't want to learn how to use technology. If you know how to use it, someone may ask you to do so.
Maybe not such a foolish policy in afterthought.