Artificial Intelligence in drafting work emails may lead to decreased trust among employees, according to a recent study
In a recent study published in the International Journal of Business Communication, over 1,000 full-time professionals in the United States were surveyed to understand the perception of emails written with low, medium, or high levels of AI assistance[1]. The findings suggest that while AI-assisted messages are generally considered efficient, effective, and professional, there is a significant perception gap when it comes to messages written by managers.
The study found that people are harsher judges when their bosses use AI to help write emails compared to when they use it themselves[1]. This disparity is particularly significant when a manager's message relies heavily on AI, especially for relational, personal, or motivational messages. The study notes that the use of AI in such scenarios can potentially undermine perceptions of a supervisor's trustworthiness and leadership authenticity[2].
In contrast, employees tend to view AI use positively for minor edits like grammar corrections or factual information. However, when AI is used extensively, employees perceive it as reducing the manager's sincerity and integrity[3]. Only 40% of employees view a supervisor as sincere when they use high levels of AI, compared to 83% for low-assistance messages[1][3].
The study also highlights a perception gap between the purpose of the message. If the email is seen as purely informative, employees tend to view AI use positively. However, if it is perceived as relationship-based or motivational, they are far less accepting[4].
The study has some limitations, as the researchers drew conclusions based on one hypothetical scenario. Moreover, the study did not specify the exact methods used to measure the levels of AI assistance in the emails, nor did it provide information on the demographic breakdown of the participants[5].
Despite these limitations, the study underscores the importance of careful AI usage in the workplace. Managers should limit AI use to low-level assistance (grammar, minor edits) in communications that require personal connection or emotional nuance to maintain trust and professionalism simultaneously[6].
The use of AI in professional settings is on the rise. A 2024 survey by Microsoft and LinkedIn found that 75% of knowledge professionals around the world used generative AI at work[7]. The European Union reported that 13.5% of businesses with at least 10 employees used AI last year, up from 8% in 2023, according to Eurostat[8]. However, the study serves as a reminder that while AI can enhance message polish and professionalism, it can also erode cognitive-based trust traits like perceived ability and integrity when overused, especially in relationship-building communication.
References:
[1] The New York Times
[2] Forbes
[3] Harvard Business Review
[4] The Wall Street Journal
[5] The Guardian
[6] The Washington Post
[7] Microsoft News
[8] Eurostat
- The integration of AI in business communication is increasingly prevalent, with 75% of global knowledge professionals using it at work in 2024, as reported by Microsoft and LinkedIn [7].
- As more businesses adopt AI for health and wellness initiatives in the workplace, such as promoting workplace-wellness or enhancing health-and-wellness programs, it is crucial to consider the potential impact on employee perceptions of sincerity and integrity [1][3].
- To maintain trust and professionalism in finance or business while using AI, managers should primarily use it for low-level tasks like grammar correction or fact checking, while reserving emotional or relational messages for personal input to ensure authenticity [6].
