Trust me, I’m a leader…or am I a bot?

This article has been written by Helen Kelley and Larraine Solomon, former colleagues with a keen interest in how technology can enable leaders and communicators to thrive and engage colleagues.? Our words have not been generated using AI!

A mere two months after ChatGPT was launched in November 2022, it had an estimated 100 million active users. By comparison, TikTok took nine months to reach 100 million monthly users, and Instagram about 2.5 years.? Fast forward to this month (January 2024), and Microsoft has announced the biggest change to its keyboards in three decades with the introduction of an AI key on new Windows 11 PCs.? According to Microsofts EVP Yusuf Mehdi, “this is a transformative moment” - comparable to the addition of the Windows key nearly 30 years ago.

As communicators, AI opens up a world of exciting possibilities.? At long last, we can dispense with the need to create a time consuming ‘first draft’, enabling a renewed focus on strategic, value adding activities.? But it might not all be good news.

At the same time as this ground-breaking technology is radically transforming how we work, we are seeing the importance of trust grow in our workplaces.? The Edelman trust barometer continues to demonstrate the growing transfer of trust from institutions such as governments towards organisations, big and small.? Bruce Daisley’s recent work report ?highlights new data which proves that trust and autonomy drive better business results.? Leadership communication and human connection seem to have a more significant impact on workplace culture than ever.? With this in mind, increasing the volume of AI generated communication could be detrimental to trust, engagement and ultimately, business results.?

If you are a communicator or a leader, how then, can you harness the transformative benefits of AI technology in a positive way?? Here are 4 practical suggestions:

• Transparency is key.?? However we share information, we all strive to ensure that communications are as polished and professional as possible.? But the cost of perfection can be a loss of the sense of connection, vulnerability and relatability that fosters trust in leaders.? By being upfront about how AI is being used in a communication, employees are clear about the authenticity of the message. A great example of where this has been done well is a recent communication from Estelle Brachlianoff, CEO of Veolia who delivered an update in several languages.? At first glance she seems to be multi-lingual, but she states upfront that the reality is thanks to AI.?
• Be intentional about how and when you use AI generated content.? While it will become increasingly easy to rely on AI to generate content, ask yourself if this will create the outcome you are seeking.? Use AI for considered purposes and understand its limitations.
• Use AI enabled channels to reduce the noise and personalise your messages.? In a world where we are time poor and information heavy, it’s easy for important messages to get lost.? A modern, digital intranet can be a great way to harness AI and deliver relevant information, in a language of choice, at the best time to employees. This will help to ensure that relevant communication finds the user, rather than the other way around.
• Improve the leadership and communication skills of middle managers.? Middle managers are at the centre of the action, pivotal to the success of the team and driving results.? AI driven learning platforms, such as LinkedIn provide personalised education recommendations to target specific needs and enhance their skills in important areas, such as communication.

AI is fast moving technology and it feels like we are still at the foothills of a revolution!? But however exciting the technology is, it will never replace authentic human connection, which is fundamental to trust and employee engagement.? As Amit Ray, Indian author recently said “As more and more artificial intelligence is entering into the world, more and more emotional intelligence must enter into leadership”.?