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AI-Written Emails Can Seem Inauthentic and Unprofessional, Study Finds

AI-Written Emails Can Seem Inauthentic and Unprofessional, Study Finds
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The Double-Edged Sword: AI in Professional Communication

In the relentless pursuit of efficiency, artificial intelligence has begun to permeate nearly every facet of professional life, including the delicate art of communication. While large language models (LLMs) like ChatGPT, Gemini, Copilot, and Claude offer undeniable advantages in crafting polished emails, a recent groundbreaking study from American researchers reveals a critical caveat: over-reliance on AI can inadvertently render professional correspondence hollow, eroding trust and undermining the perceived competence of leadership.

When AI's Polish Masks Inauthenticity

The research, spearheaded by PhD candidate Anthony Coman from the University of Florida's Warrington College of Business and co-authored by USC's Peter Cardon, unveils a stark dichotomy. Although AI-generated or heavily edited emails might appear more elegant and professional on the surface, the subtle cues of artificiality can sow seeds of doubt in the minds of employees. This disconnect between the perceived quality of the message and the perceived credibility of the sender is a significant concern for organizational dynamics.

"We're seeing a disconnect between the perceived quality of the message and the perceived quality of the sender. Even though there's a positive impression of professionalism in AI-assisted writing, managers who use AI to handle everyday communication tasks are jeopardizing their own credibility by using medium and high levels of AI assistance," states Anthony Coman.

Employee Perceptions: A Skeptical Lens

The study surveyed a substantial cohort of 1,100 professionals across various industries, tasking them with evaluating emails drafted with varying degrees of AI intervention – from minor grammatical tweaks to substantial content generation. Participants didn't just assess the written content; they crucially evaluated their perception of the sender. The findings indicated that while employees tend to judge their own use of AI similarly, regardless of the intensity of its involvement, they adopt a far more critical stance when evaluating their superiors' AI usage.

A touch of AI for basic grammar checks or light editing was largely acceptable. However, as the AI's contribution deepened, so did the negative perceptions. Employees began questioning the authenticity, honesty, and competence of managers who leaned heavily on AI. The figures are telling: only 40-52% of employees perceived their managers as sincere when significant AI assistance was evident, a steep drop from the 83% who felt the same when AI's role was minimal. Similarly, the perception of professionalism, a seemingly strong suit of AI, saw a decline from a near-universal 95% for low-AI-assisted messages to a less robust 69-73% when leaders were actively using AI tools.

Recognizing the AI Footprint: Laziness or Indifference?

Perhaps more troublingly, employees often possess a keen eye for AI-generated content. When detected, it can be interpreted as a sign of laziness or a lack of genuine engagement from leadership. This is particularly damaging for messages intended to foster connection, such as team greetings or motivational speeches. When leaders delegate these emotionally resonant communications to AI, employees can perceive them as less heartfelt and may even doubt the leader's core leadership qualities. It's akin to receiving a generic birthday card signed by a machine – the sentiment feels manufactured, not genuine.

Navigating the AI Frontier Responsibly

The authors of the study emphatically advise managers to exercise discernment. The type of message, the extent of AI involvement, and the specific context of the communication are paramount considerations. While AI can be a valuable and professionally accepted tool for informational updates or routine matters – think meeting reminders or factual announcements – messages that are relationship-oriented and require a genuine touch of empathy, praise, congratulation, motivation, or personalized feedback are best handled with minimal technological intervention. Preserving the human element in leadership communication is not merely a stylistic choice; it's a foundational aspect of building and maintaining trust, ensuring that messages resonate authentically and foster a strong, connected workforce.

The findings of this insightful research were published in the esteemed journal International Journal of Business Communication, offering a crucial guide for leaders navigating the evolving landscape of digital communication.

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Post is written using materials from / scitechdaily /

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