This qualitative study explores the intersection of artificial intelligence (AI) and internal communication, investigating AI applications, challenges, and best practices. In-depth interviews with 20 senior communication professionals examined perceptions of AI’s impact on internal communication processes and outcomes. Key findings indicate AI improves internal communication efficiency, information flow, listening capability, and employee experience. However, challenges include lack of AI knowledge among employees, fears about job security and bias, and concerns about authenticity loss. To enable effective AI adoption for internal communication, organizations need education and training, a “co-piloting” approach between humans and machines, transparent communication, ethical governance, and an open culture of experimentation. This research makes important theoretical contributions by illuminating AI’s transformative potential for internal communication. It also offers practical insights to guide organizations in strategically leveraging AI to elevate internal communication.
Publication: Public Relations Review
Co-Authors: Linjuan Rita Men, Ph.D., APR, (University of Florida), Renee Mitson, Ph.D., (University of Oregon), Donna Z. Davis, Ph.D., (University of Oregon), Alvin Zhou, Ph.D., (University of Minnesota)