The Next Wave of Innovation in Business Communication

The last few decades have been marked by waves of technology-driven innovation in business communication, starting with digital’s disruption of print communication, then social media giving a voice to everyone in the marketplace, followed by the way mobile is freeing communicators from their desks.

We’re well into the next wave, and this one could be the most intriguing and far-reaching of all: the application of artificial intelligence to enhance the communication experience. Starting with the upcoming 13th Edition of Excellence in Business Communication (releasing in January 2019) we are covering communication uses of AI that students are likely to encounter on the job or in their job-search efforts.

The Recent Explosion of Business AI

Although “artificial intelligence” still has a science fiction ring to it, forms of AI are now used extensively in business and business communication. It’s a virtual guarantee that your students are already experiencing AI as consumers—Amazon, Apple, Facebook, Google, Microsoft, Netflix, and Spotify are just a few of the companies that rely on AI to deliver their services.

Research in AI has been going on for more than a half century, but the practical outcomes never really lived up to hopes until recently, when several developments converged within the space of a few years. First, the primary focus of the research shifted from pursuing the generalized, humanlike intelligence of science fiction (sometimes called general AI or strong AI) to developing specialized systems aimed at handling specific tasks such as reading text or recognizing images (called narrow AI or weak AI). Second, an AI method involving neural networks, which emulate the function of neurons in the brain, was refined in a way that made it much more powerful. And third, several critical computer capabilities became available around the same time: massive sets of data that AI systems could learn from, low-cost storage to handle all that data, and fast processors capable of handling the number-crunching that the most-common AI approaches require.

Communication Applications of AI

Thanks to these developments, AI is now being applied in virtually every functional area of business. Many of these applications involve business communication, including augmented writing, automated writing, emotion recognition, job applicant evaluation systems, chatbots and taskbots, robotic process automation, cognitive automation, voice recognition, real-time voice translation, and augmented ability systems. Here are a few specific examples:

  • Businesses use text mining for social listening—identifying themes (such as prevailing customer sentiment or threats to a company’s reputation) hidden in mountains of written information, from Twitter and Facebook posts to customer emails and surveys. The Clarabridge image shown above (click on the thumbnail for a larger version) illustrates the use of social listening in the hospitality industry.
  • The Textio augmented-writing system gives company recruiters real-time writing feedback while they draft job postings. By analyzing hundreds of millions of postings and comparing the candidate pools they attracted, the system is figuring out the most compelling way to describe job opportunities. Plus, the system can help writers avoid biased or exclusionary language by showing how various demographic groups respond to different word choices.
  • Any of your students who play fantasy football on Yahoo! Sports might be intrigued to know that the game summaries they receive each week are written by an AI system.

From a user’s perspective, AI-enhanced communication isn’t skills-based to the same degree as social media and mobile communication, but we believe it has become a vital topic to address in any well-rounded business communication course. In future posts, we’ll explore many of these applications and discuss how they are giving professionals powerful new tools to improve communication efficiency and effectiveness.

 

Adapted from Excellence in Business Communication, 13th Edition, Pearson, 2020.

Image: Courtesy Clarabridge

Free Video for Classroom Use: Communication Ethics: How to Make Good Choices When Your Choices Aren’t Clear

BT VideosHere is the sixth video in our new series that addresses a variety of specific communication challenges and offers practical advice that students can apply now in their coursework and take with them on the job.

This video gives students a four-step decision model to guide them in making ethical communication choices.

Instructor version (concludes with information about the Bovée & Thill business communication series, including links to order examination copies)

Student version (identical to the instructor version, except for the textbook information)

Free Video for Classroom Use: The Five Zones of Professional Etiquette

BT VideosHere is the fifth video in our new series that addresses a variety of specific communication challenges and offers practical advice that students can apply now in their coursework and take with them on the job.

This video helps students adapt their behavior to the five zones of professional etiquette: in the workplace, online, on the phone, in social settings, and while using mobile devices.

Instructor version (concludes with information about the Bovée & Thill business communication series, including links to order examination copies)

Student version (identical to the instructor version, except for the textbook information)

Free Video for Classroom Use: Balancing Emotional and Logical Appeals for Persuasive Messages

BT VideosHere is the fourth video in our new series that addresses a variety of specific communication challenges and offers practical advice that students can apply now in their coursework and take with them on the job.

This video helps students understand how to find the optimum balance of emotional and logical appeals when crafting persuasive messages. Few message appeals are entirely emotional or entirely logical, so knowing enough about the audience to mix the right blend of appeals is essential to creating effective persuasive messages for both internal and external audiences.

Instructor version (concludes with information about the Bovée & Thill business communication series, including links to order examination copies)

Student version (identical to the instructor version, except for the textbook information)

Free Video for Classroom Use: Do Your Visuals Tell the Truth?

BT VideosHere is the third video in our new series that addresses a variety of specific communication challenges and offers practical advice that students can apply now in their coursework and take with them on the job.

This video helps students understand the nuances of visual ethics and gives them a framework for making ethical choices when they create visuals for reports, presentations, and other communication projects.

Instructor version (concludes with information about the Bovée & Thill business communication series, including links to order examination copies)

Student version (identical to the instructor version, except for the textbook information)

 

 

The Future of Communication: Augmented Writing

TextioThis is the fourth post in a series about technologies that are shaping the future of communication. We’ve been following technologies that cover an interesting array of possibilities, from enhancing existing communication modes to replacing at least one of the humans in a conversation to assisting people who have a variety of motor, vision, and cognitive impairments. They are all across the adoption curve, from technologies that are already approaching mainstream usage (such as bots and gamification) to a few that are closer to the sci-fi end of things (such as holograms and telepathic communication). Many of these systems rely on artificial intelligence, which is reshaping business communication in some profound ways. All of them present interesting discussion topics for business communication, because they get to the heart of matter, which is trying to exchange information and meaning in the most effective and efficient ways possible. To offer students a peek into the future, we've started covering these innovations in our business communication texts, beginning with the 14th Edition of Business Communication Today, which launched in January 2017, and 8th Edition of Business Communication Essentials, which launches in January 2018.

 

What’s the best way to say this?

That’s a never-ending question for the typical business communicator. For just about anything beyond the simplest messages, we can never be entirely sure that we’ve found the most powerful words or crafted the most effective phrases. We have to send our missives out into the ether and hope we’ve done our best.

Moreover, in many cases, we get only one chance to hit the mark. In contrast to interactive conversations (in person or online), where we get instant feedback and can adjust the message if needed, a lot of business writing is a one-shot affair and we’ll never know if we’ve been as effective as we could be.

Digital tools have been assisting writers for decades, as far back as spell checkers that predate the PC era, but most haven’t done much beyond applying simple rules. However, recent advances in natural language processing show some potential to fill this feedback void by providing instantaneous advice about the effectiveness of our language.

For example, Textio’s augmented writing platform suggests words and phrases that it has determined to be more effective in a particular context. It does this by measuring the success of similar writing efforts and analyzing language choices that proved to be more or less effective.

Textio’s initial focus has been on helping companies write job postings that can attract more of the most desirable candidates. By analyzing hundreds of millions of postings and comparing the candidate pools that they attracted, the system is able to figure out the most compelling way to describe a variety of job opportunities.

Organizations ranging from Twitter to Apple to the National Basketball Association are now using the system to improve their job postings. HR departments enter their job descriptions into Textio’s predictive engine, which analyzes the text and suggests specific wording changes to attract target candidates. It also provides overall assessment points when it analyzes a posting, such as “Uses corporate clichés,” “Sentences are too short,” and “Contains too many questions,” all based on how other job descriptions have performed.

Textio’s clients are reporting success in terms of the number and quality of candidates they attract and how much faster they are able to fill job openings as a result. Plus, the system can help writers avoid biased or exclusionary language by showing how various demographic groups respond to different word choices.

Of course, a system like this relies on a large set of similar messages and the ability to measure the success of those messages, so it’s not a general-purpose solution that one can apply to every kind of business writing. But Textio and its clients are already trying the tool on sales emails and other types of recurring messages, so its use could expand.

You can take a look at the feedback Textio provides here.

As we develop our upcoming editions, we’re studying augmented writing and a variety of other AI-driven innovations, and we look forward to sharing more of these fascinating developments.

 

Sources: Textio website; “How Textio Is Changing Writing as We Know It,” Scale Venture Partners, www.scalevp.com; Rachel Lerman, “Investors Pump $20M into Seattle Startup Textio, Which Helps Job Recruiters Find the Right Words,” Seattle Times, 25 June 2017.

Image: Textio website

Free Video for Classroom Use: The Three-Step Solution to Three Intimidating Challenges in Business Communication

BT VideosHere is the second video in our new series that addresses a variety of specific communication challenges and offers practical advice that students can apply now in their coursework and take with them on the job.

This video helps students tackle three challenges that all students and all business professionals face:

  • Making every message and document more effective.
  • Writing routine messages as quickly as possible to avoid getting swamped by the demands of everyday communication. 
  • Tackling big projects such as major reports and formal presentations without getting overwhelmed by the size of the task. 

The video presents a single solution to all three challenges: the three-step writing process that we use throughout our business communication texts.

Instructor version (concludes with information about the Bovée & Thill business communication series, including links to order examination copies)

Student version (identical to the instructor version, except for the textbook information)

Free Video for Classroom Use: Sharing Negative Information Without Being Negative

BT VideosWe're excited to launch a new series of brief videos that you can use to supplement your lectures. These videos address specific communication challenges and offer practical advice that students can apply now in their coursework and take with them on the job.

We're producing two versions of each video. The instructor version concludes with information about the Bovée & Thill business communication series, including links to order examination copies. The student version is identical except for the textbook information.

The first video addresses a challenge that every business communicator faces: how to share negative information without being negative. Here are links to both versions:

Instructor version

Student version

We hope you find these useful, and we welcome any feedback you might have.

Five Steps to Help Your Students Develop Their Personal Brands

Most students preparing to enter or reenter the job market have probably heard the advice to develop a personal brand but might not know how to proceed. Here are five steps that can make the task feel easier and more authentic.

Step 1: Don’t Call It Personal Branding If You Don’t Care for the Term

Some people object to the term personal branding, with it associations of product marketing, the implied need to “get out there and promote yourself,” and perhaps the unseemly idea of reducing something as complex as a professional persona to an advertising slogan. Students just starting their careers can also wonder how to craft a meaningful brand when they don’t have any relevant work experience.

Moreover, one can argue that the term is most directly applicable to professional speakers, authors, consultants, entrepreneurs, and others who must promote themselves in the public marketplace. People who aspire to professional or managerial positions in a corporate structure may rightly wonder why they need to “brand” themselves at all.

However, the underlying concept of branding as a promise applies to everyone, no matter the career stage or trajectory. A brand is fundamentally a promise to deliver on a specific set of values. For everyone in business, that promise is critical, whether it extends to a million people in the online audience for a TED talk or a half-dozen people inside a small company. And even students with no relevant professional experience have personal attributes and their educational qualifications as the foundations of their brand.

As an alternative to a personal brand, you can invite students to think of their professional promise. Ask them to frame it this way: When people hear your name, what do you want them to think about you and your qualifications?

Step 2: Write the “Story of You”

When it’s time to write or update a résumé, we encourage students to step back and think about where they’ve been in their lives and their careers and where they’d like to go. Helpful questions include Do you like the path you’re on, or is it time for a change? Are you focused on a particular field, or do you need some time to explore?

This is also a great planning tool for developing a personal brand. In our texts we refer to this exercise as writing the “story of you,” and it’s divided into three sections:

  • Where I have been—the experiences from my past that give me insight into where I would like to go in the future
  • Where I am now—where I currently stand in terms of education and career and what I know about myself (including knowledge and skills, personal attributes, and professional interests)
  • Where I want to be—the career progress and experiences I want to have, areas I want to explore, and goals I want to achieve

Students should think in terms of an image or a theme they’d like to project. Am I academically gifted? An effective leader? A well-rounded professional with wide-ranging talents? A creative problem solver? A technical wizard?

Writing this story arc is a valuable planning exercise that helps students think about where they want to go in their careers. In essence, they are clarifying who they are professionally and defining a future version of themselves—and these are the foundations of the personal brand/professional promise. Another important benefit is that it makes the personal branding effort authentic, because it is based on a student’s individual interests and passions.

Step 3: Construct Your Brand Pyramid

With a professional story arc as a guide, the next step is construct a brand pyramid that has all the relevant support points needed to build a personal brand message.

Branding pyramidFirst, compile a private inventory of skills, attributes, experience, and areas for improvement. This should be a positive but realistic assessment of what you have to offer now and a “to-grow” list of areas where you want to develop or improve. Obviously, this inventory isn’t for public consumption.

Second, select the appropriate materials from your inventory to develop a public profile that highlights the qualities you want to promote. As Step 5 explains, this profile can take on a variety of forms for different communication platforms.

Third, distill your professional promise down to a single headline, also known as a tagline or elevator pitch. The headline should be a statement of compelling value, not a generic job title. Instead of “I’m a social media specialist,” one might say “I help small companies get the same reach on social media as giant corporations.”

Of course, many students won’t have the relevant job experience to say something like this, and to a large extent, their personal brands will be an expression of potential. The key is to make sure it’s realistic and suggests a logical connection between the present and the future. Someone pursuing an MBA in finance can reasonably claim to have a strong toolset for financial analysis, but someone with no corporate work experience can’t claim to be a bold, high-impact executive.

Here’s a good example: “I am a data science major ready to make numbers come alive through leading-edge techniques in data mining, visualization, and AI.”

Note that both the public profile and the headline should use relevant keywords from target job descriptions.

Step 4: Reduce or Eliminate Factors That Could Damage Your Brand

Every brand, no matter how popular and powerful, can be damaged by negative perceptions or performance issues. After identifying all the positives, students should do an objective analysis of areas that could undermine their career building efforts. For example, someone who tends to overpromise and underdeliver is going to develop a reputation for unreliability that could outweigh whatever positive qualities he or she can bring to the job.

Other concerns might be related to specific skills that a person needs to develop in order to progress toward his or her career goals.

Step 5: Put Your Brand/Promise to Work

With all this information in hand, it’s time to put the branding message to work.

The public profile could be expressed in a variety of ways—as a conventional résumé, the summary section on LinkedIn, as an infographic résumé, or the introductory section of a personal webpage or e-portfolio.

The headline can be adapted and used in multiple ways as well, including the headline field on LinkedIn, the qualifications summary on a résumé, a Twitter profile, and as a ready answer to the common interview question “So, tell me about yourself.”

Naturally, the brand message should be consistent across all the platforms and conversations where it used. For instance, an employer reviewing a résumé is likely to visit the candidate’s LinkedIn profile as well, so it’s important that the messages match.

Lastly, the branding pyramid should be a “living document” that is updated whenever a person acquires new skills or job experiences or wants to move in a different direction. In addition, periodically revisiting the “story of you” can be a great way to recapture the passion that initially launched you down your career path.

 

Photo: Charles Knox/Shutterstock

The Future of Communication: Socialbots and Taskbots

RobotThis is the first post in a new series about technologies that are shaping the future of communication. We’ve been following a dozen-plus technologies that cover an interesting array of possibilities, from enhancing existing communication modes to replacing at least one of the humans in a conversation to assisting people who have a variety of motor, vision, and cognitive impairments.

They are all across the adoption curve, from technologies that are already approaching mainstream usage (such as bots and gamification) to a few that are closer to the sci-fi end of things (such as holograms and telepathic communication). All of them present interesting discussion topics for business communication, because they get to the heart of matter, which is trying to exchange information and meaning in the most effective and efficient ways possible. To offer students a peek into the future, we've started covering these innovations in our business communication texts, beginning with the 14th Edition of Business Communication Today, which launched this past January.

The bots are back. Automated bots (short for robots) made a small wave a decade or so ago when “chatbots” began appearing on websites to help companies handle online conversations with customers. Ikea’s Anna, perhaps the first chatbot to receive widespread attention, was built to answer routine questions from customers looking for advice regarding the chain’s furniture products. Other chatbots followed, smartphones gained virtual assistants, and nonchatty bots continued to do automated work of various kinds on the Internet, but bots didn’t really catch on as a mainstream technology.

With advances in artificial intelligence and the growing use of messaging systems for both consumer and business communication, however, a new wave of bots as personal assistants has taken off. Major categories of bot technology include taskbots that perform routine chores within digital systems and socialbots that mimic human conversation.

Microsoft CEO Satya Nadella believes bots will transform technology usage the same way mobile apps have. As bot capability is added to more devices and systems—particularly workgroup messaging systems, where a growing number of employees now conduct increasing amounts of their routine business communication—bots are finally entering the mainstream. If you’ve ever carried on a Facebook Messenger conversation with the band Maroon 5, for example, you were talking with a bot.

Bots are popular on the widely used Slack workgroup messaging system, where they can do everything from ordering lunch to monitoring the mood of team conversations. The Howdy bot, for example, can perform such tasks as simultaneously interviewing all the members of a project team to give the team leader a real-time status update. On Slack, bots are treated just like human team members in many ways—they can send and receive messages, be assigned tasks, and be invited to join specific groups and communication channels. As bots get better at understanding language, they’ll be able to contribute to conversations, such as finding background information that could help solve a problem colleagues are discussing, without anyone asking for their help.

We like to get hands-on experience with as many communication technologies as possible, so we've been developing our own socialbot. It's up and running on our Facebook page, so please drop by for a chat. 

How far this bot revolution will go is anybody’s guess, but the appeal of this new generation of digital genies is undeniable. They are more connected to the systems that people use every day on the job, and they can reduce the need to navigate yet another website or learn yet another app in order to get something done. Instead, you just message your bot and let it figure out how to make things happen.

Class activity idea: Ask students to research the current state of bot communication to identify one way in which the technology is changing or has the potential to change business communication practices. Do they agree with the predictions the experts make? Why or why not?

Photo credit: peyri via Visualhunt.com / CC BY-ND

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