“The future of AI is not about replacing humans, it’s about augmenting human capabilities”

—Sundar Pichai

“By far, the greatest danger of Artificial Intelligence is that people conclude too early that they understand it.”

—Eliezer Yudkowsky

“Forget artificial intelligence – in the brave new world of big data, it’s artificial idiocy we should be looking out for.”

—Tom Chatfield

20.1 Understanding AI in Business Communication

Introduction: Why AI Literacy Matters

It is likely you will or already have encountered opportunities or mandates to use AI to assist you in your professional communication. How then have you or will you decide what AI to use and how to use it? What parameters will you put in place around your use of AI to ensure you are being ethical and responsible when your job, your relationships, and your personal and your company’s reputations are at stake?

This section introduces a framework for AI literacy, which can empower you to make informed, strategic, ethical, and defensible decisions about when and how to use AI to construct business messages.^[1] As you develop your AI literacy, it’s essential to also consider ethical authorship—a complementary concept that focuses on producing AI-assisted content that is transparent, accurate, audience-centered, and reflective of your values and integrity as a communicator.^[2] Together, AI literacy and ethical authorship guide you in using AIWAs effectively and responsibly in your business communication.

Understanding AI Writing Applications (AIWAs)

There are a variety of AIWAs you can freely use or subscribe to generate text and images, proofread content, help you research, and more. You begin your first task in the effective management of AI (and AI literacy) in your business communication by understanding how to use AIWAs and choosing tools that align with your communication tasks. By understanding these tools, you can better select what type of assistance you need to improve your communication and be within the ethical and legal parameters of your organization.

Natural Language Processing: Natural Language Processing (NPL) is a branch of artificial intelligence focused on enabling machines to understand, interpret, and generate human language. It includes tasks like text classification, language translation, sentiment analysis, and more.

Large Language Model: A large language model (LLM) is a type of artificial intelligence that can understand and generate human-like text. It works by analyzing vast amounts of written data it is given as training material (like books, websites, and articles) to learn patterns in language. This training allows the model to predict what words or sentences are likely to come next based on the input it receives. LLMs, like ChatGPT, can answer questions, write essays, summarize information, and hold conversations, all by recognizing patterns and relationships in language. LLMs don’t think in the sense humans do, but they can simulate conversation by using the information they’ve learned. These models are called “large” because they have billions of parameters (data points) that help them make more accurate predictions and provide more realistic responses.

Training Materials: Training materials for LLMs refer to the large amounts of text, images, or other data used to teach the AI how to perform tasks like writing, answering questions, or creating art. The process of selecting training materials is based on choosing data that represents a wide range of topics and language uses. However, training materials are incomplete and biased because it’s impossible to include all perspectives and topics the AI might need to know, and certain content is not digitally available. This means the AI might not understand certain niche topics, cultural nuances, or new developments that weren’t part of the data it was trained on. As a result, LLMs may produce incorrect or limited information on topics outside their training data.

Generative AI (GenAI): This term refers to a broad category of artificial intelligence that can create content, like text, code, or images. LLMs like Gemini and ChatGPT fall under this umbrella.

AI Writing Tools (AIWT): This term encompasses a specific set of software applications that use features of GenAI to assist with the writing process. While some AI writing tools may have basic content generation capabilities, their primary focus is on tasks like grammar checking, paraphrasing, or suggesting sentence improvements. Grammarly, for example, is an AI-powered editing tool, but it isn’t categorized as a pure GenAI tool in the same way as an LLM.

Prompt Engineering: Prompt engineering is the practice of designing and refining the input (or “prompt”) given to an LLM, like ChatGPT, to get the best possible output or response. A prompt can be a question, instruction, or description. Since models like ChatGPT generate text based on the prompts they receive, the way you phrase or structure your prompt can greatly influence the quality and relevance of the response.

AI Hallucinations: AI hallucinations refer to situations where an AI, like ChatGPT, generates information that sounds convincing but is actually false, made-up, or inaccurate. For example, if you ask ChatGPT for a market analysis, it might generate a report claiming a new product has a 25% market share in Europe, even though it hasn’t launched there. Or you might ask Gemini for a bio for a keynote speaker at your professional conference, and it will include a fake citation for a book the person hasn’t written. This happens because the AI doesn’t truly understand the information; instead, it predicts what words or facts are most likely to follow based on its training data. The AI is making educated guesses based on patterns it has learned, not verifying facts. This is why it’s important to double-check AI outputs, especially when dealing with important or specialized topics.

AI Literacy and Ethical Authorship

Lentz (2024) considered three ethical frameworks (Aristotle’s Virtue Ethics, Kant’s Categorical Imperative, and Mill’s Utilitarian Ethics) to create a definition of ethical authorship specifically for business communicators.^[3] In addition, she proposed a series of reflective statements to help guide communicators toward ethical authorship, which we will look at in a moment. She defines ethical authorship in the context of AI-assisted writing as:

The authorship of business discourse in ways that positively reflect an author’s values and that create ethical, clear, complete, transparent, and audience-centered communication. In addition, ethical authorship requires that an author be aware of and mitigate the risks of using AI-generated content, including but not limited to the use of AI hallucinations (false data) and the use of copyrighted material. (p. 597)

This definition fits well with the framework we will use for developing AI literacy for business communication.^[4] This framework consists of four capabilities: application, authenticity, accountability, and agency (p.277). Combined, these capabilities make it possible to be an ethical, AI-assisted author of business communication. In other words, AI-literacy enables ethical authorship.^[5]

Application

Professionals need to be familiar with AIWAs’ capabilities and limitations, and how to align them with specific tasks.^[6] The widespread use of applications by college students and professionals suggests that these tools are relatively easy to use. However, to maximize their effectiveness, professionals must learn how to refine prompts and adjust them for better results (e.g., modifying tone, style, or level of detail).

The proliferation of AIWAs will outpace any textbook publication so it is impossible to give you an exhaustive explanation of those AIWAs that are available to you. Rather, you will need to listen to and read about what is happening in your industry and explore and experiment with applications. As you do this, consider some guiding questions to improve your application capabilities:^[7]

• Based on their capabilities and limitations, which AIWA should I use?
• What are the best practices for optimizing my use of this AIWA? (e.g., use of commands, prompts, or queries)
• What underlying data set informs the AIWA? What are the strengths and weaknesses of this dataset and how will they affect the AIWA’s output?

Authenticity

Professionals must prioritize genuine, personalized communication when using AIWAs (Deptual et al., 2024).^{[8] [9] [10]}Despite the growing capabilities of AIWAs, AI-generated messages won’t reflect your unique voice and be tailored to the specific needs of those receiving the messages. AI-mediated communication is seen as less authentic (less sincere and caring) by professionals, though the messages are still seen as professional and achieving their instrumental purpose.^{[11] [12]} This reinforces the need for communicators to consider their relational and identity goals when working with AI–not just their instrumental goals. It may not matter to a receiver if AI generates a summary of product reviews for an online boutique, but it will matter and damage relationships in other scenarios that carry more significance such as crisis communication and delivering bad news.^[13]

To focus on producing genuine, human-centered communication, consider the following questions: ^{[14] [15]} :

• To what degree have I inserted my own voice, personality, and style into the message?
• Does the message meet my identity goals and reflect who I am and want to be as a professional?
• To what degree have I ensured the message focuses on my receiver’s needs and relational goals?
• To what degree have I built trust with my receiver through this message?

Accountability

Professionals must take responsibility for the accuracy and appropriateness of AI-generated or influenced content used in their communication.^{[16] [17] [18] [19]} This includes using AIWAs in a fair and equitable manner and developing strong information literacy (the ability to find, evaluate, and use information effectively).^[20] This means making sure the applications are used in a way that treats everyone equally and doesn’t give one group an unfair advantage over others. Additionally, accountable communicators will ensure content doesn’t reinforce biases or discrimination against certain groups of people, and that all content is verifiable. AI mistakes in your writing tend to be judged more harshly than human mistakes, highlighting the importance of maintaining high standards of reliability in AI-mediated communication.^[21]

To keep your accountability in mind, consider the following reflective questions:^{[22] [23]}

• Have I verified the content of my message as factually correct?
• Is the logic of the message solid and coherent?
• Does the message contain depth? What perspectives may have been left out?
• Do my stakeholders have equal access to the AIWAs I’ve used?
• Is credit and attribution given to the original authors of content in my message when I am quoting, summarizing, or paraphrasing ideas that are not my own?
• Have I respected my organization’s terms for using AI at work?
• Have I checked my communication for bias and corrected the reflection of that bias in my work?
• Have I done all I can to make sure I am not misleading my receivers?

Agency

Retaining control of AI-mediated communication means being the “human-in-the-loop” ensuring AI is used as a tool to enhance your decision-making, not replace it.^[24] You must remain actively involved and be the ultimate decision-maker in the communication process, even when using AI. An AIWA might suggest or draft something, but you are the one who reviews it, edits it, and makes sure it fits your purpose.

To draw your attention to maintaining control and making your own choices when using AIWAs, consider the following questions:^{[25] [26]}

• Am I retaining or expanding my personal choices through the use of AIWAs?
• Am I enhancing my knowledge, skills, and human potential while using AIWAs?
• Can I make independent human decisions while using AIWAs?
• Have I considered other choices I could make when I am tempted to use AIWAs unethically or in ways that are not allowed in my place of work?
• Have I made the choice to use AIWAs freely or because I am desperate, possibly running out of time or not understanding how to complete a task?

20.2 Section 2 – Skills for Using AIWAs Effectively

The Basics of Prompt Writing

Garbage in, garbage out (GIGO) is a common phrase used in technology sectors to emphasize the poor decisions or outputs produced when computers are given poor information and data. GIGO is relevant to your use of AIWAs in business communication, in the sense that if you provide an AIWA with a vague, incoherent, or overly simplistic prompt or it is trained on inaccurate, incomplete, or biased information, it will not produce quality content.^{[27] [28]}

One way to mitigate giving or receiving garbage is to provide better inputs through becoming skilled in prompt engineering. There are many methods and frameworks for writing prompts for AIWAs and suggestions continue to be refined through experimentation and practice.^{[29] [30] [31] [32]} Commonly, however, prompt writing frameworks will direct a person to include information about the context of the communication and an explicit task to accomplish.

The RACE framework (Role, Action, Context, Expectation)  is an effective approach for creating prompts that helps you address some of the previously stated issues about AI not understanding your specific communication contexts.^[33] The RACE framework starts by clearly defining the Role, specifying the persona or expertise ChatGPT should adopt—such as a social media marketer or email copywriter. Next, the Action outlines the specific task to be performed, whether it’s crafting content, developing strategies, or analyzing data. The Context provides essential background information that helps an AIWA understand the scope and nuances of the request, ensuring a more tailored response. Finally, the Expectation defines the desired outcome, detailing what success looks like and guiding the AI in delivering a result that meets your communication goals and business objectives. By organizing your prompts with the RACE framework, you can produce content that may require less revision and help you achieve your identity, relational, and instrumental communication goals more efficiently.

Example Prompt using the RACE Framework:

• Role: “You are a supply chain expert specializing in sustainable manufacturing processes.”
• Action: “Develop a strategy for sourcing and manufacturing eco-friendly materials for our new line of children’s clothing.”
• Context: “Green Sleeves is a sustainable children’s clothing brand that uses only eco-friendly materials like organic cotton, recycled polyester, and water-based dyes. We aim to reduce our carbon footprint and ensure ethical sourcing while maintaining high-quality, affordable products. The new clothing line should align with our sustainability goals, be scalable for mass production, and appeal to environmentally-conscious consumers.”
• Expectation: “The strategy should include recommendations for sourcing materials from ethical suppliers, options for reducing waste during the manufacturing process, and ideas for using renewable energy in production. Provide an outline for a sustainable supply chain that can meet our growth targets while maintaining Green Sleeves’ commitment to sustainability.”

Other frameworks may suggest providing AIWAs with examples of what a successful output looks like.^[34] Be sure that if you do provide AI with sample and model communication, this is within the policy of your organization. In all conversations you have with AI, prevent privacy breaches by never including personal identifiers (e.g., addresses, social security numbers), financial records (e.g., credit card numbers, bank account numbers), proprietary information (confidential business information such as client lists, business plans, formulas), or other sensitive information (passwords, other private or confidential records) in your prompts.^[35]

To achieve the best results from writing with AI, consider AIWAs as collaborative partners or assistants rather than static tools.^{[36] [37]} By engaging in iterative conversations with AIWAs, you can refine prompts and generated content to align better with your specific needs and goals. Experiment with different phrasings and specifications to yield different outcomes. As you refine your prompts, the AIWA’s ability to generate relevant and tailored content will improve, ultimately enhancing your efficiency and effectiveness.

Using AIWAs in the Business Communication Process

You exist in a world where you will always have access to AIWAs, whether in a personal, academic, or professional context. This section explores how AIWAs can support business communication students and professionals in using AI in the writing process and producing specific message types.

Brainstorming

AIWAs can assist business professionals in brainstorming by quickly generating a range of ideas, solutions, and creative concepts based on specific input or prompts, helping to spark creativity and expand thinking.^{[38] [39] [40] [41]}By providing an AIWA with a clear context, such as a project goal, target audience, or business challenge, you can receive a variety of suggestions, alternatives, or approaches to consider. This can help you explore different perspectives, speeding up the ideation process and helping identify solutions that may not have been initially obvious.

• Sample Prompt: “As a marketing manager for Green Sleeves, a sustainable children’s clothing brand, I need your help brainstorming creative ways to highlight the eco-friendly materials we use in a new line of rainboots. Specifically, I’m looking for marketing strategies or product features that will engage eco-conscious parents, increase brand awareness, and ultimately drive sales for our line of children’s apparel.”

Researching

AIWAs can help business professionals quickly gather and summarize information from a wide range of sources, such as articles, reports, and industry studies it has been trained on.^{[42] [43] [44]}You can also provide AIWAs with content to analyze and summarize. AIWAs can save professionals time by pulling out key insights and trends, allowing them to stay up to date without thoroughly reading large amounts of data. However, since AIWAs are susceptible to hallucinations, they might generate false or inaccurate information that sounds convincing and AIWAs won’t necessarily provide you with sources or correct citations for content that is factual.^{[45] [46]} This can be particularly problematic when AI is used for important research that informs business decisions. Always verify facts from reliable sources, especially when using AI-generated content for decision-making or client-facing materials.

• Sample Prompt: “I’m an HR manager at Green Sleeves, a sustainable children’s clothing brand, and I’m looking to improve our employee engagement and retention strategies. Using the HR reports and articles I’ve provided you with, summarize the key trends in employee satisfaction and retention within the eco-conscious sector, and suggest strategies that we can apply to foster a positive, long-term work culture at Green Sleeves.”

Proofreading & Editing

AIWAs can quickly proofread written content for grammar, spelling, punctuation, and readability, helping business professionals ensure their emails, reports, and presentations are polished and professional (Cardon, et al., 2023a; Dobrin, 2023).^{[47] [48]} In addition to basic proofreading, AI can suggest edits to improve sentence structure, clarity, and tone, making the content more engaging and easier to understand. However, while AI is effective at spotting errors, it may miss subtleties like contextual mistakes or tone issues, so it’s important to review AI’s suggestions to ensure the content aligns with the intended message and business context. ^{[49] [50]} Finally, AI won’t know if you have made a mistake in your input (remember GIGO).^[51] For example, if you generate a blog post and have incorrect product information in your input, your output may be grammatically correct but factually inaccurate. Always review your input and AI’s suggestions and make sure they align with the intended message.

• Sample Prompt: “I’ve written a white paper on sustainable clothing fibers for Green Sleeves, and I’d like you to proofread and edit it for clarity, punctuation, grammar, readability, and flow. Focus on ensuring the content is engaging and accessible while maintaining a professional tone. Please also check that all technical terms are correctly explained for a general audience.”

Content Creation

AIWAs can assist with creating content like emails, blog posts, and marketing materials by generating drafts based on specific prompts.^{[52] [53]} This can save a professional time and help maintain consistency across communication. However, AI-generated content should always be reviewed for alignment with the company’s brand and your communication goals. AI-generated content can often be generic or lack a personal touch. ^[54] When crafting customer-facing messages, always ensure that the content reflects your brand’s unique voice and values. Relying too heavily on AI for content creation can result in messages that feel robotic or lack emotional engagement. Additionally, verify that your input to generate content does not contain sensitive information.

Using AI to generate content, or even revising paragraphs, can inadvertently misrepresent or oversimplify language that reflects your diverse cultural, regional, or social identity.^[55] Furthermore, AI models trained on biased data might perpetuate stereotypes or generate content that is insensitive, marginalizing certain groups or miscommunicating intended meaning. Remember the AI-literacy capabilities of authenticity and agency–don’t let AI erase who you are.^{[56] [57]} Your customers and coworkers want to work with you, not a machine.

• Sample Prompt: “I’m the social media manager for Green Sleeves, and I need your help writing a series of engaging social media posts to promote our new line of eco-friendly rainboots for children. The boots are made from recycled rubber, organic cotton linings, and water-based dyes, offering both sustainability and durability. One post should focus on how the boots are perfect for rainy days, another on their eco-friendly materials and their impact on the environment, and a third showcasing their fun, colorful designs and how they can be styled for everyday wear. Our corporate voice is kind, warm, and approachable.

Crafting Effective Business Messages with AI

Written Messages

To effectively use AIWAs to assist in crafting routine business messages like emails, letters, memos, and reports, provide clear and concise instructions in your prompt, including specific formatting requirements. ^[58] For instance, specify the desired font, font size, line spacing, and margin settings. If you have specific templates or style guides, provide them to the AIWA as reference. This guidance on writing routine business messages can be applied to non-routine documents as well. However, non-routine documents often require more creativity, critical thinking, and a deeper understanding of the specific context.

You can also use AI to generate templates tailored to your specific needs. Provide the AIWA with a brief description of the template, including the message type (email, feasibility report, performance review), content structure, and any specific formatting requirements. The AI can then generate a basic template that you can customize further.

Here are some sample, generic, and brief prompts to help you imagine how you might begin your interaction with an AIWA to produce a message. You should make your prompts more elaborate, following the RACE or another framework for prompt engineering:

Sample Email Prompts:

• “Draft a formal email to a potential client, introducing our new product line and its key benefits. Here is a description of the product and the benefits….”
• “Provide me suggestions on how to improve my persuasive appeals in this email to a team member, encouraging them to attend an upcoming training session.”
• “Compose a concise email to a supplier of [specific product or service], requesting a quote for [specific product or service].”

Sample Business Letter Prompts:

• “How should I format a formal business letter to a potential partner, proposing a collaboration opportunity.”
• “Assemble these project timeline notes into an email for a client, highlighting the successful completion of the project.”
• “Compose a concise business letter to a vendor, requesting a revised invoice with corrected pricing.”

Sample Business Memo Prompts:

• “Draft a memo to the marketing team, outlining these key strategies for the upcoming product launch…”
• “Draft an email to the finance department, requesting an update on the quarterly budget.”
• “How should I format a memo to all employees, announcing this new company policy regarding remote work…?”

Sample Routine (Short) Business Report Prompt:

• “Assemble a concise report on the sales performance for the last quarter, including these key metrics and trends.”
• “Please improve the clarity and conciseness of this detailed report on the impact of the recent marketing campaign, keep my data analysis and recommendations.”
• “Create a template for a progress report on the ongoing software development project, highlighting key milestones and challenges.”

Visual Presentations

Use AI tools like Gamma, Beautiful.ai, Canva, or PowerPoint Designer to generate design suggestions, content ideas, and even entire slides based on your input. AI can also help structure your presentation logically by suggesting a clear introduction, body, and conclusion. It can help you write concise and impactful bullet points, limiting the amount of text on each slide. AI can further assist in finding relevant images and videos to enhance your message and suggest creative slide transitions and animations.

Finally, practice your delivery and seek feedback to refine your presentation. AI tools like Resemble AI can help you practice by providing voice training and analysis. You can also use AI voice cloning tools like Speechify to create realistic virtual presenters (avatars) and record practice sessions. By analyzing these recordings, you can identify areas for improvement, such as pacing, tone, and body language.

Here are some sample, generic, and brief prompts to help you imagine how you might begin your interaction with an AIWA to develop a presentation. You should make your prompts more elaborate, following the RACE or another framework for prompt engineering:

Sample Presentation Prompts:

• “What are some ideas for catching the attention of my audience in an introduction for a 10-minute presentation on the impact of artificial intelligence on applicant recruitment?”
• “Suggest a visually appealing color scheme and font pairing for a presentation on sustainable energy. Consider a minimalist design approach.”
• “Based on my proposal for remote work I provided you, create 3 bullet points for a slide on the benefits of remote work, focusing on increased productivity and employee satisfaction.”

Resumes

To develop a resume with the assistance of AIWAs, begin by gathering relevant information about your work experience, education, skills, and accomplishments, focusing on specific job titles, company names, dates of employment, key responsibilities, and notable achievements. Avoid sharing sensitive information, such as your name, salary details, or confidential project information.

Utilize an AIWA to generate initial drafts, customizing the content to highlight your unique qualifications. While AI is familiar with general resume conventions, such as the use of action verbs, quantifiable achievements, and a clear and concise format, it’s essential to provide specific guidance to ensure the generated content aligns with your actual experience and skills as well as desired style and format.

Here are some sample, generic, and brief prompts to help you imagine how you might begin your interaction with an AIWA to develop resume content. You should make your prompts more elaborate, following the RACE or another framework for prompt engineering:^[59]

Sample Resume Prompt:

• “I’m applying for a marketing internship. Based on my resume and coursework, and the internship requirements I have provided you, suggest key skills and accomplishments to highlight.”
• “Generate a professional summary highlighting my 5 years of experience in human resources and marketing, emphasizing project management skills and leadership experience.”
• Create a strong skills section, including technical skills such as Python, Java, and SQL, as well as soft skills like problem-solving and communication.

Cover Letters

To create a customized cover letter, begin by gathering specific details about the job you’re applying for, such as the company culture, the role’s key responsibilities, and the required qualifications and your skills, experience, and career goals. You will use this information to draft specialized prompts to draft your letter.

Utilize an AIWA to generate initial drafts, customizing the content to highlight how your qualifications align with the specific job requirements and company culture. For example, if the job description emphasizes strong communication skills and teamwork, the AIWA can generate content that highlights your experience in collaborative projects and your ability to effectively convey complex ideas, as long as it is prompted to do so. Carefully proofread and edit your cover letter ensuring it represents your genuine interest in the job and your actual skills and qualifications.

Here are some sample, generic, and brief prompts to help you imagine how you might begin your interaction with an AIWA to develop a cover letter. You should make your prompts more elaborate, following the RACE or another framework for prompt engineering:

Sample Resume and Cover Letter Prompts:

• “I’m interested in the marketing internship position at Green Sleeves. Generate a draft cover letter that highlights my relevant skills and enthusiasm for the opportunity based on my resume and their job announcement.”
• “What keywords should I include in a cover letter for a data analyst position?”
• “How should I explain how my previous experience in [previous field] has equipped me with the necessary skills and knowledge to transition to a data-driven role?”
• “Write a compelling paragraph highlighting how my passion for sustainable fashion and my internship experience with the Sustainable Farming Initiative where I gained hands-on experience in sustainable agriculture practices aligns with Green Sleeves’ commitment to eco-friendly practices. Emphasize my ability to innovate sustainable solutions and my dedication to promoting a more sustainable future.”

20.3 Ethical and Strategic AI Decision-Making

Disclaimers and Copyright Concerns in AI-Generated Content

In terms of copyright, AI-generated ideas and suggestions are typically not copyrightable since they are usually based on commonly known concepts or widely used phrases (see resources from the United States Copyright Office https://www.copyright.gov/ai/). However, when AI generates specific content—such as particular text, creative expressions, or phrases based on proprietary or copyrighted sources—it could potentially infringe on copyright. Businesses should always check the origin of the content generated by AIWAs and ensure that it doesn’t infringe on intellectual property rights.

Businesses (and you) should consider attributing the AIWA as the source of content when appropriate.^[60] Many companies now use disclaimers to provide transparency to clients and stakeholders and clarify when content is AI-generated. For instance, an email or report might include a note like:

Disclaimer: “This content was generated with the assistance of AI and is intended for informational purposes only. Please verify any factual details before relying on the information provided.”

Conclusion

Artificial Intelligence Writing Applications (AIWAs) are disrupting business communication practices, and it is likely you will use them in your professional and academic work if you haven’t already.^{[61] [62] [63]} While they offer potential benefits like increased efficiency and consistency, it’s essential that you use them responsibly and ethically to enhance your abilities, and avoid costly mistakes in decision-making and damaged reputations (yours and your business’s). To do this, you must be an ethical user of AI and develop AI literacy, a skillset that enables individuals to understand AI’s capabilities and limitations (application), retain their unique voice and enhance their relationships (authenticity), exercise human judgment, control, critical thinking, and creativity in the communication process (accountability and agency).^[64]

To leverage AIWAs effectively, it’s important to provide clear and specific prompts.^[65] AIWAs can be prompted to assist in various tasks, including brainstorming, research, proofreading, content (message) creation, and presentation development.^[66] However, you must remember that AIWAs cannot actually think. Your input, control, and understanding of what is needed out of a message is necessary to ensure the quality and relevance of the output.

AI technologies are rapidly advancing and as they continue to evolve, issues like AI hallucinations, biased training data, data privacy, and human understanding of and overreliance on technology must be addressed by AI developers, business communication educators and students, and employee training and development professionals.^{[67] [68]}

Ongoing research and development are needed to improve AI models and ensure they are trained on diverse and unbiased datasets. Additionally, fostering a culture of critical thinking and information literacy will empower students and professionals to evaluate AI-generated content and make informed ethical decisions. As AI takes on routine tasks, skills such as emotional intelligence, interpersonal skills, and effective verbal communication will become increasingly valuable in the workplace.^[69] These skills will enable individuals to build strong relationships, collaborate effectively, and navigate complex social and emotional situations, setting them apart in an AI-powered workplace.

Case Studies of AI in Business Communication

Case Study 1: Maya’s Marketing Dilemma

Maya, a junior marketing associate, was tasked with writing a blog post on the latest industry trends. Feeling overwhelmed by the deadline, she turned to an AI writing tool to generate a draft. The tool produced a well-written and informative piece, saving her significant time and effort. However, Maya hesitated to disclose the AI’s involvement, fearing it might reflect poorly on her abilities. What should she do next and why? What should she consider in her decision?

Case Study 2: Clayton’s Confidential Chatbot Conversation

Clayton, a project manager, was struggling to brainstorm innovative solutions for an upcoming project. He decided to use a popular AI chatbot to bounce ideas off of. As he discussed project details, he realized he may have inadvertently shared confidential information about the company’s strategic plans and upcoming product launches. What should he have considered prior to beginning his AI-powered conversation? What should he do next and why?

Case Study 3: Amina’s AI Initiative

Amina, the owner of a thriving online boutique, is considering the role of AI in her business’s future. A recent surge in social media competition has made it increasingly difficult to maintain a consistent content calendar. As she and her team struggle to keep up with the demand for fresh, engaging posts, Amina is exploring AI tools as a potential solution. However, she’s cautious about their ethical implications and potential impact on brand authenticity. She’s considering developing an AI-use policy for her social media marketing team. What should she do next and why? What should she consider as she makes her decision?

Case Study 4: Chan’s Artificial Apology

Chan, an account manager at a construction management firm, receives an email from a long-time client that is filled with frustration and disappointment over their recent commercial construction project. The project had been delayed, over budget, and compromises were made on the original design due to a scheduling mistake. Chan feels embarrassed over the clear fault of his firm and knows he needs to respond promptly. Uncomfortable with writing such an apology, Chan turns to Google Gemini. He inputs the prompt: “Write an apology letter to an angry customer.” The AI generated a generic apology, expressing regret for the inconvenience and promising to rectify the situation. Chan copies and pastes the AI-generated response into a reply email to the customer and is about to hit “send.” Before sending this email, what should Chan consider? What should he do next and why?

20.4 Additional Resources