Artificial intelligence (AI) is increasingly becoming pervasive in contemporary work organisations due to its perceived benefits. A review of the literature shows that AI is being appropriated in a wide range of industries that include the automotive industry, food chains, retail businesses and parts of the media and communication sector. Although several scholars have identified the immense benefits associated with appropriating AI in work organisations, there is a paucity of studies that examine how AI is being appropriated into the broader field of organisational communication. Using a systematic search of EbscoHost, Web of Science and Google Scholar, this scoping review sought to understand how AI is being appropriated to enhance organisational communication in contemporary organisations. Our findings show that a growing number organisations are appropriating AI in organisational communication. The studies analysed show that AI tools such as autobots, WordAI, Spin Rewriter and NLG have been appropriated to enhance and replicate organisational communication tasks such as media and audience analysis, content creation, crisis communication and to a lesser extent communication strategy and decision support. However, the findings confirm that current AI applications are still limited in terms of their capacity to cater for human capabilities such as perceptual understanding and self-thinking. Looking into the future, AI needs to incorporate more human capabilities to extend its utility in organisational communication. Its appropriation in organisations needs to be extended beyond replacing and enhancing organisational communication tasks to informing decision making and organisational communication strategy.

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Appropriation of Artificial Intelligence in Organisational Communication: A Scoping Review

  • Blessing Makwambeni,
  • Patricia Rudo Makwambeni

摘要

Artificial intelligence (AI) is increasingly becoming pervasive in contemporary work organisations due to its perceived benefits. A review of the literature shows that AI is being appropriated in a wide range of industries that include the automotive industry, food chains, retail businesses and parts of the media and communication sector. Although several scholars have identified the immense benefits associated with appropriating AI in work organisations, there is a paucity of studies that examine how AI is being appropriated into the broader field of organisational communication. Using a systematic search of EbscoHost, Web of Science and Google Scholar, this scoping review sought to understand how AI is being appropriated to enhance organisational communication in contemporary organisations. Our findings show that a growing number organisations are appropriating AI in organisational communication. The studies analysed show that AI tools such as autobots, WordAI, Spin Rewriter and NLG have been appropriated to enhance and replicate organisational communication tasks such as media and audience analysis, content creation, crisis communication and to a lesser extent communication strategy and decision support. However, the findings confirm that current AI applications are still limited in terms of their capacity to cater for human capabilities such as perceptual understanding and self-thinking. Looking into the future, AI needs to incorporate more human capabilities to extend its utility in organisational communication. Its appropriation in organisations needs to be extended beyond replacing and enhancing organisational communication tasks to informing decision making and organisational communication strategy.