By Jerry Mechling, Former Fellow of the Institute of Politics and Lecturer, Kennedy School of Government, Harvard University
Societies have always been shaped by communications. Plus government communications with citizens, with other government entities, with the private sector are key to its effective operations. Now, quite recently, such communications are being dramatically reshaped by AI. The results could be wonderful, but we clearly need to protect against some very dangerous and growing problems.
Let's look briefly at how things have evolved and how we could better manage the risks and returns of moving from big picture new ideas to the realities and negotiations of new actions.
THE EVOLUTION OF COMMUNICATIONS AND AI
Past. Until roughly 2015, traditional progress in communications and AI created steady new capabilities. The results were notable. But they have also brought dangerous threats for the future.
Future. By 2030 (if not sooner), AI-augmented communications will have made public sector impacts the top concern for society and decision makers.
Communications for digital reforms have focused historically on individual institutions for the actors to be reached, motivated, and monitored. For future innovation across larger and more independent communities, however, AI-based communications will need to influence more people as individuals and members of cross-boundary communities.
RUSH TO HARVEST HIGH-END REWARDS ONLY AFTER PROTECTING AGAINST THE TRULY BIG RISKS
AI-augmented communication will be needed for issues that have long gotten attention. New attention, however, must also go to issues and people not getting the engagement they will need. What follows are some of the issues, AI-related options, and example sources of information for assessment.
USE AI-ENABLED COMMUNICATIONS TO IMPROVE THE TRANSITION FROM IDEAS TO ACTION
The standard learning curve moves naturally to gain knowledge for the next steps required. The earliest work focuses on communications and analysis to gain situational awareness. We identify the problem, a range of relevant options to explore, and possible sources of information required to estimate results. Getting insights from the experience of experts is particularly helpful.
At some point we move to action, usually testing our ideas and hopes via small steps. Progress can be slow before reaching the “take off” productivity that justifies full scale commitment and investment.
In some cases, work from early analysis to full-scale commitment becomes a barrier that kills future progress. That’s often because the high-level early analysis works with high-level costs and benefits. It misses the complex real-world realities and interests of diverse stakeholders, often because stakeholders feel they are safer by keeping things secret.
These problems tend to be worked out in three waves. First the awareness or problem definition wave. Then the getting started with testing and small steps wave. And finally the full commitment “as far as it makes sense” wave.
Those activities typically involve important meetings for thought leadership, then for program or project design, and finally for implementation and operation.
The multiple meetings typically include one-on-one sessions interspersed with groups sessions. That makes the process quite expensive if the meetings need to be in person.
Today, however, it’s often possible to use the awareness work to allow people to become aware of others who could be worked with remotely for the “small steps” and “implementation” waves.
It’s important to understand and succeed with what’s required to move from early ideas to successful action.
SUMMARY – AI-AUGMENTED COMMUNICATIONS AND THE FUTURE…
In a world shaped by specialization and scale, new possibilities are opening through AI-based big data analytics and communications. We are using computers to augment workers and, hopefully, to create new jobs meeting new needs. A serious shift from incremental to transformational change has – for many institutions, industries, and jurisdictions – not taken a clear direction and shape.
In general, the private sector is taking the new realities of AI-augmented communications seriously. But the public sector – particularly for issues of equity and trust in authority -- needs to successfully use AI to get new stakeholders and leaders ready for the future. That has been a focus of this series on AI and the Public Sector; we hope we have spurred discussion and debate on this most important topic.