As we explore the possibilities of using AI to enhance our business operations, I’ve been reflecting on my experiences in the tech industry, particularly the pervasive issue of ineffective communication. People suck at communicating. Humans misunderstand, intentionally sometimes, they are poor at documentation, and they are lazy. All this means that as companies scale, they become massive silos of led by some super connectors within each silo. These connectors hold all the information and become something like a switch. Nothing happens without them. The company becomes brittle, and these silos fight for power. It takes exceptional leaders to navigate this problem. Furthermore, at a micro level, poor communication unintentionally leads to problematic meetings. Take a look at this excerpt from the CPO of Gojek.
Lack of Shared Language
There is an insane number of ways to describe the same experiences in an app. If you ask your team “how does a user get to checkout?” — in a lot of cases no one will say the same set of steps, using the same terminology.
This is mostly a problem when there are multiple ways to do the same thing in an app or when Navigation Tabs are unnamed icons. e.g. Pricing pages can be overview pricing or detail pricing. Is it Profile or Account Settings? These might sound like the same thing but are different in many products.
The lack of shared language starts to render the data useless. It takes a lot more time to have a thoughtful discussion with other teams about the data or get to a common understanding of what the data actually means. Even worse, teams might think they have a shared understanding when they really don’t. This friction commonly leads to frustration and avoiding using data at all.
Without a shared language people will default to misunderstanding. It takes work and sometimes a pretty high EQ to actually decipher and understand what a person is saying.
How AI can change bad communication
- Building a Shared Language: First, employ AI to create a shared language from existing documentation, including strategy documents, mission statements, technical documentation, sales materials, and code. The AI can compile a glossary of relevant terms for the business. Regularly update this glossary as the AI learns and evolves.
- Enhancing Written Communication: Second, Implement AI to review emails, agendas, and meeting notes. The AI can suggest corrections and improvements, such as clarifying language, identifying relevant projects, directing individuals to appropriate contacts, and notifying teams when a problem has already been solved by another department.
- Language Translation and Localization: Third, make sure it is local. AI-powered language translation tools can facilitate communication across language barriers, making it easier for global teams to collaborate effectively. These tools can also help with localization by adapting content for different regions and cultures. People will love this.
AI will create a ridiculous amount of efficiency in the workplace. No more 1 hour meetings for 11 people where people leave more confused than before it starte. I would love to find companies working on this.