Kavita G. Rao on AI’s journey from crisis to cohesion

Authored by Kavita G Rao, Chief Marketing Officer, Findability Sciences

In 2019, Boeing's internal communications crisis surrounding the 737 Max aircraft became a cautionary tale for corporations worldwide. Leaked internal emails revealed employees discussing safety concerns and regulatory pressures, leading to a massive trust deficit among stakeholders and the public. This example underlines how mismanaged internal communications can severely impact an organization’s reputation and operations. Similarly, in India, Infosys faced a significant challenge when internal emails about potential layoffs and restructuring plans were leaked. This led to widespread speculation and anxiety, demonstrating how sensitive internal information, if not managed properly, can escalate into a full-blown crisis.

Organizations today are more reliant than ever on their people to be aligned, engaged, and productive. Internal communications are critical for an organization because it ensures this alignment by keeping employees informed and connected to the company's mission and goals. However, achieving this alignment is increasingly challenging due to the pervasive influence of social media, rising employee activism, and stricter regulatory environments. Social media has amplified the voices of employees and stakeholders, often broadcasting internal issues to a global audience within minutes. Employee activism, whether related to working conditions, environmental concerns, or social justice issues, has become more prevalent, forcing companies to address these concerns transparently and authentically. Meanwhile, regulatory requirements around data privacy and compliance are becoming more stringent, adding layers of complexity to internal communications strategies.

Effective internal communications are critical to navigating these challenges. Organizations must ensure that communication is clear, consistent, and aligned with their core values and strategic objectives. Good internal communications require a proactive approach, involving regular updates, open channels for feedback, and a commitment to transparency. It is essential to create a two-way communication flow where employees feel heard and valued. This involves leveraging multiple channels, from emails and intranet updates to town hall meetings and social media, to reach employees where they are. Additionally, personalization and relevance are key, employees are more likely to engage with communications that speak directly to their roles and interests.

Artificial Intelligence (AI) is proving to be a game-changer in internal communications, offering innovative solutions to enhance alignment and engagement. AI can personalize communications based on individual employee preferences, ensuring that messages resonate on a personal level. AI-driven analytics can provide real-time insights into employee sentiment and engagement, allowing organizations to tailor their communications strategies dynamically. Moreover, AI-powered chatbots and virtual assistants can provide instant answers to employee queries, improving accessibility to information and reducing the workload on HR and communications teams. Predictive analytics can help anticipate communication needs and potential issues, enabling a more proactive approach.

An excellent example of AI’s impact is seen in the operations of Alibaba. The Chinese multinational has integrated AI across its internal communications to manage its vast and diverse workforce. By employing AI to analyze employee feedback and engagement in real time, Alibaba has been able to swiftly address concerns, tailor communications to specific groups, and boost overall employee morale. This approach has not only streamlined communications but has also played a crucial role in supporting the company's rapid growth and innovation drive, demonstrating how AI can serve as a backbone for aligning workforce strategies with business objectives.

As businesses continue to navigate the complexities of the modern workplace, AI offers a powerful tool to transform internal communications. By leveraging AI, organizations can create more effective, personalized, and proactive communication strategies that align employees with their mission and goals, driving success in a competitive global landscape.

DISCLAIMER: The views expressed are solely of the author and Adgully.com does not necessarily subscribe to it.