“The great myth of our times is that technology is communication.”

- Libby Larsen (Composer)

“It has become appallingly obvious that our technology has exceeded our humanity. The human spirit must prevail over technology.”

- Albert Einstein (Scientist)

The Role of Technology in Business Communication

In today’s fast-paced business environment, effective communication is crucial for success. Technology has revolutionized the way we communicate, offering a plethora of tools and platforms that facilitate seamless interaction. However, despite these advancements, the human element is still irreplaceable in determining the most appropriate method of communication for each situation.

Business Communication Tools

Many different mediums exist to get a message across to the intended audience(s). From the invention of the telephone to the rise of email, instant messaging, video conferencing and now the proliferation of AI (artificial intelligence) communication tools, each innovation has brought new possibilities for connecting with colleagues, clients, and partners.

Email has become a staple in business communication, offering a formal and documented way to exchange information. It is ideal for detailed messages, sharing documents, and maintaining a record of correspondence. However, the sheer volume of emails can sometimes lead to important messages being overlooked.

Text messaging and instant messaging apps like Slack and Microsoft Teams provide quick and informal ways to communicate. These tools are perfect for brief updates, quick questions, and real-time collaboration. They help reduce the clutter of emails and foster a more dynamic communication environment. Context, formality and documentation can sometimes be more challenging with these types of tools.

Phone calls and voicemails offer a more personal touch, allowing for immediate feedback and the ability to convey tone and emotion. They are particularly useful for discussions that require a nuanced understanding or when addressing sensitive issues. Phone calls are typically not recorded without notification, which can be a pro or con depending upon the situation. A phone call followed by a clarifying and documented email correspondence can often be a good combination of tools in business.

Video conferencing platforms like Zoom and Microsoft Teams have become indispensable, especially in the era of remote work. They enable face-to-face interactions, making it easier to build relationships and collaborate effectively, regardless of geographical barriers. Conversations can be recorded or not depending upon the situation.

AI communication tools are software that use AI to improve and simplify communication procedures. These tools are often integrated into base software packages, such as the Microsoft Office Suite. AI communication tools can increase efficiency and consistency but lack the ability to think critically. These tools use natural language processing (NLP) and machine learning algorithms to analyze vast quantities of texts to learn patterns, grammar, and context. They then use that training to generate the most statistically likely response – NOT necessarily the most accurate response.

AI Technology as a Tool - Considerations

More recently, Artificial Intelligence (AI) has become an integral part of modern business operations and communication. AI-powered tools can generate emails, instant messages, reports, customer service responses and even data-driven insights under the correct circumstances. However, without human oversight and critical thinking, communications can go horribly awry.

You risk your credibility – or worse – when using AI for tasks for which it’s unsuited. One study found that worker productivity decreased by 19% when AI was used to assist with complex questions that require systems thinking. In other words, an actual person is needed to identify and fix errors when the AI is provided with poor prompts or lacks historical data, a process called training, to provide an accurate output.

Balancing Technology and Human Judgment

The key to effective business communication lies in striking a balance between leveraging technology and applying human judgment. Technology should be seen as an enabler that enhances our ability to communicate, rather than a replacement for human interaction.

When building relationships, the person receiving the message wants you to provide added value beyond what the AI communication tool provides. Why collaborate with you when they can draft the same generic response themselves? The relationship between ideas, competing stakeholder interests, and careful tailoring are all driven by your audience and purpose.

Reflection Points

  1. Think about which modality (i.e., text, phone, etc.) you prefer. Would you consider using the mode of communication that you know your audience prefers even if it differs from what you prefer?
  2. Can you incorporate AI into your writing process and business communications without losing trust?
  3. Do you think your communication skills could decline if you rely overly on AI?