Editorial
The integration of AI into the workplace has sparked skepticism, but those who choose to ignore the technology may be overlooking its benefits.
Communication tools like Chat GPT and Dall-E2 can unlock the door to conversations that guide cross-cultural understanding and improvements in company culture, which, according to Jared Curtis, senior director of corporate communications at Maximus, can break down barriers.
Translation properties in generative AI are making it easier to communicate with a broader, more diverse audience. And for companies — particularly global organizations — that means more opportunity to build stronger connections and engagement with employees.
“It’s a tool to help us better communicate, innovate and bring clarity to the work we’re doing,” said Lois Castillo, head of diversity and inclusion at Basis Technologies.
With positive, guided application, AI can widen opportunities for broader groups of people and enhance communication that fosters a sense of belonging.
So, what’s stopping people from using it? According to Curtis and Castillo, it's fear.
To help, here are five considerations for implementing AI in the workplace to generate ethical communication and support an inclusive company culture.
1. Acquire Support From the Top Down
Maximus alerted employees to its use of the generative AI tool Writerly for content creation last month, following a methodical adoption process. To ensure it was the right move for the team, Maximus prioritized management support, which meant getting the green light from the company’s CHRO.
AI tools can enhance an organization’s development and strategy, but only if management teams are involved. Leadership support means eliminating confusion and uncertainty around technology in an ever-evolving workspace.
“I think leaders have to educate as jobs disappear,” said Castillo. “Because many more are going to be created.”
She encourages leaders to communicate the benefits of technology, and more importantly, teach employees how to use it. For employees that struggle with writing and comprehension, AI tools can offer support in understanding and communicating an idea from start to finish — opening the door for neurodivergent talent. Tools like Chat GPT and Grammarly, for instance, can help inform developing ideas and assist employees in articulating them clearly.
2. Research Tool Functions and Benefits
There’s more to AI than Chat GPT. When it comes to integrating technology into the workplace, it’s important to understand which tools best support your company culture and align with communication efforts. Before choosing Writerly for his staff, Curtis and his team conducted thorough research to evaluate their options.
“We did a lot of training and had vendors come in and talk to us,” said Curtis. “And then we worked with our internal teams — our privacy team and our software governance team — to make sure that whatever tool we selected was secure.”
Leading experts in AI suggest starting small to identify what’s working. Then, ensure company leaders have a way to measure outcomes.
In 2022, Curtis conducted a blind, company-wide study using generative AI with a base model in writing to understand its impact. Using three different topics with three different writing samples for each topic — created either by a human alone, a human using AI or AI alone — he asked employees to rank each one on a scale from 1 to 5, evaluating conveyance of the main point, engagement, topic and clarity. Overall, 5,700 employees responded. And with a 99% confidence level, “Human with AI” won in every category.
The biggest takeaway from his research? Generative AI leads to better content.
Related Article: Use Generative AI to Write Performance Reviews? Not So Fast
3. Outline Company Use Guidelines
For company leaders, this means defining rules and implementing new procedures to eliminate misuse, misinformation and bias when using AI at work. Maximus operates under a code of ethics, but Curtis wanted to take this a step further for any AI generated content: All materials must be reviewed by a human to preserve the human relationship and connections through their communications. Empathy is non-negotiable.
To employ trust with transparency, they’ve even added a disclaimer to all communication materials they send.
“It says ‘The content of this communication may have been supplemented with AI,’” said Curtis. “But it’s always reviewed by a human. And if you have questions or want to learn more about how we’re using AI, it links out to our code of ethics and adoption process.”
They’re not forcing employees to use AI, but they’ve encouraged application with hands-on support and communicated expectations, including disciplinary action for violations. A third-layer peer review system is on the horizon to strengthen their ever-evolving audit process.
Related Article: Are You Giving Employees Guidelines on Generative AI Use? You Should Be
4. Host Employee Trainings
From recruiting to retention, Basis focuses on inclusive practices that make employees feel welcome. They provide prep packets for interviewees, employee resource groups, conversations to foster dialogue and company-wide cultural immersions.
Castillo benefits from using AI to edit and simplify DEI policy writing before submitting it to her legal department. She views it as a tool to implement strategy developed by humans who understand the nuances of their organization.
“I think it really is an opportunity to help speed up the process of change when it comes to diversity, equity and inclusion, “said Castillo. “But it’s only as successful as the person who has a sense of their practice.”
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According to Training Industry, eliminating bias from AI starts with eliminating it from an organization. Implicit bias training and similar resources can help employees develop more inclusive algorithms when using AI for communication and productivity. And this starts with inclusive company culture.
Related Article: You Need Both Tech and People Working Together to Boost DEIB
5. Dismantle Fear With Clear Communication
For both Curtis and Castillo, humans are at the center of change. AI is, first and foremost, a tool; a unique partnership that offers new ideas for more robust, inclusive communication. And successful outcomes require human intervention.
“It’s not a replacement,” said Curtis. “It just doesn’t understand that nuance and contextual aspect of us as human beings.”
Castillo suggests that fear comes from lack of transparency in company communication, and that it’s up to leadership teams to correct this misunderstanding. The digital workspace is constantly evolving, which means AI will also create new jobs.
“As quickly as the world is changing, so much is staying the same,” said Castillo. “As humans, we have to ensure that we keep that connection with people — and if we don’t, we’re going to miss out on opportunities to understand different perspectives from different cultures.”
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