BRITISH COLUMBIA INSTITUTE OF TECHNOLOGY
Communication courses redesigned for AI-enhanced workplaces

AI-Enhanced Professional Communication is one of the most significant trends across all industries. AI tools are being used for everyday core communication practices such as writing emails and researching and drafting formal reports, as well as being implemented in more specialized technical writing contexts such as technical documentation workflows.

But how much can we rely on AI to "get it right?" What can we do to avoid serious mistakes that can jeopardize reputation or even create safety risks?

Skill with AI: Experience matters

"It's become clear that AI tools can accelerate core business and technical writing tasks, like drafting web content, proposals, and customer help," explains Shannon Kelly, BCIT Communication Department Program Head. "AI apps can function as "assistants" and perform tasks like compiling, outlining, and creating first drafts, often based on existing documents catalogued and themed by AI."

"But we're finding that many professionals who are using AI right now to successfully enhance workplace communication are already strong writers and communicators with extensive job experience. And while these employees may be able to use AI tools effectively with minimal training, that is frequently not the case for more junior employees, or those who have changed careers."

Future-proofing the organization's AI use

Shannon points out that as AI usage continues to spike, newer employees may lack the critical thinking, communication skills, and knowledge of industry practices they need to effectively, responsibly, and innovatively use AI on the job.

"Organizations need to define best practices and ensure staff know how to recognize the appropriateness and limitations of AI outputs," emphasizes Shannon. "Staff need training to understand and implement robust Human-in-the-Loop (HITL) quality assurance to oversee AI use."

The BCIT Communication Department has recently revised and updated curriculum in our part-time courses like Technical Writing and Writing for the Web, to bring more focus to the self-awareness and skill sets employees need to work confidently with AI. This training also helps staff avoid the risks that come when HITL guardrails and quality assurance are lacking.

Complexity increases risk when it comes to AI

"As well as addressing the impact of AI on everyday workplace communication tasks, we are also addressing how AI impacts technical documentation such as training materials, engineering manuals, design specifications, software documentation, and online help," says Shannon. "In these contexts, we are talking about products and processes involving high degrees of complexity and risk, such as enterprise systems, aeronautics, and healthcare.

"This complexity makes it all the more important that AI use is appropriately supervised."

To sum up, Shannon points out that "Workplace communication and technical documentation workflows may benefit from AI enhancement, but they cannot proceed reliably without skilled human writers and subject matter experts at their core."

Learn more about BCIT Technical Writing and Technical Communication programs and courses.