Culture & Change ยท CUL-02
Internal communication about AI
Staff receive clear, honest and regular communication about what AI is being used for, why, and what it means for them.
Why it matters
In the absence of information, people assume the worst, usually that AI is being brought in to cut jobs. Open communication, including about limits and problems, builds the trust that adoption depends on.
Levels
| 0 Absent | Confirmed absent: the evidence shows nothing is in place. Not known is recorded as insufficient evidence, not 0. |
|---|---|
| 1 Initial | Communication about AI is occasional, comes from enthusiasts or suppliers, and is not coordinated. |
| 2 Developing | Announcements are made about some uses of AI, but they focus on benefits, are irregular or reach only some staff. |
| 3 Defined | An owned communication plan delivers regular, honest messages to all staff about AI use, purpose, limits and effect on staff. |
| 4 Managed | Reach and understanding are measured, for example through surveys, and messages are adjusted where staff are confused or concerned. |
| 5 Optimising | Communication is two-way as a matter of course, and its content and channels are improved from staff feedback and observed understanding. |
Level 3 criteria
Level 3 is met when every applicable criterion is met. Criteria marked with an overlay apply only to organisations with that characteristic (overlays).
- CUL-02.1 A communication plan for AI is in place and has an owner.
- CUL-02.2 The plan sets out regular, honest messages about AI use, its purpose, its limits and its effect on staff.
- CUL-02.3 The messages reach all staff.
Assessment questions
- How do staff find out which uses of AI are planned or live, and why?
- Does communication cover limits, problems and the effect on jobs, as well as benefits?
- How do you know the messages have been understood?
- The communication plan and a sample of recent messages
- Staff survey or pulse results on understanding of AI use
How to reach Level 3
- Name an owner for internal communication about AI.
- Write a communication plan that sets the channels and frequency, and commits to covering what AI is used for, why, its limits and its effect on staff.
- Publish regular updates that include problems and limits as well as benefits, and keep a list of planned and live uses of AI that staff can see.
- Check that the plan reaches all staff, including those without regular computer access or on leave.
Common pitfalls
- Only announcing successes, which staff quickly stop believing.
- Avoiding the question of jobs, which leaves people to assume the worst.
- Leaving communication to suppliers or enthusiasts.
Starter artefacts
- AI communication plan
- Staff-facing list of planned and live uses of AI
- Regular update template
Ownership and sequence
- Accountable
- executive sponsor
- Contributors
- people lead, ai governance lead
- Depends on
- CUL-01
- Roadmap step
- 4
- Lifecycle
- strategy, design, deploy, operate
Cross-references
| AI Cyber Security Code of Practice | 1.2 partial; 3.2 partial; 7.4 partial |
|---|---|
| EU AI Act | Art 26(7) partial |
| ISO/IEC 42001 | 7.3 partial; 7.4 direct |
| MITRE AI Maturity Model | P2.1 partial; P3.1 partial |
| UK Data and AI Ethics Framework | SAT 2.3 partial |
| UNESCO AI Maturity Framework | 2.3 partial; 2.4 partial |
direct: this control at Level 3 meets the item. partial: it covers part of it.