AI Prose and Cons: You still have to think!

Credit: Photo by Nick Morrison on Unsplash

A couple of weeks ago, in one of my Communications classes, we discussed how to write an effective email. Initially, my students responded to the topic with a level of enthusiasm that can best be described as contained. Very contained—imperceptible, really. Not surprisingly, the subject of using Generative AI as a time-saver came up. Why, my students wanted to know, did they need to learn how to write an effective email when AI exists?

Leaving aside for the moment the many valid ethical concerns around AI use, I thought this was a reasonable enough question to address. The answer, I told them, lay in the premise of the lesson: learning how to write an effective email.

One that gets read, and therefore promptly acted upon. One that respects readers’ time by getting to the point. One that gives you, the writer, the best chance of getting what you need. And, most importantly, one that allows you to build and/or preserve a positive relationship with your reader.  

We then talked about the following best practices for writing email:

1. Using a descriptive subject line;

2. Ensuring emails are limited to three (maaaybe, in very limited circumstances, four) short paragraphs, recognizing that your audience will have a hard time digesting too much information and simply won’t read emails that are too long;

3. Using sentences with straightforward language, not longer than 20-25 words each;

4. Being upfront and clear with your requests of your reader, including quantifying them whenever possible;

5. Ensuring that your tone and style reflect who you are and the relationship you have or want to have with your reader.

The ChatGPT email

Next, I showed them the email reproduced below, generated by ChatGPT in response to a scenario used in one of our class writing assignments (shout-out to the wonderful COMM1000 curriculum design team!). In it, ChatGPT had been prompted to write an email on behalf of a small business owner that encouraged their staff to provide more advance notice when calling in sick (Introductory Communication Assignment, 2024).

Here’s the email (it’s a long one, so feel free to skim!):

Subject: Important Update Regarding Sick Leave Notifications

Dear Team,

I hope this message finds you all in good health. I wanted to discuss an important matter regarding sick leave notifications that has been affecting our operations recently. I understand that unforeseen illnesses can happen to anyone, and it's crucial that we support each other during such times. However, I'd like to address the timing of sick leave notifications to ensure our team runs smoothly and without added stress.

First and foremost, I want to emphasize that your well-being is of utmost importance to me, and I do not want anyone to come to work when they are unwell. It is essential for each of us to take care of our health to maintain a productive and harmonious work environment.

In light of recent occurrences, I kindly request that you provide as much notice as possible if you need to call in sick. While I understand that it's not always feasible to anticipate illness in advance, doing so allows us to better plan for coverage and reduces the stress on your colleagues who may need to take on additional responsibilities.

To clarify, calling in sick one hour before your shift is not ideal for our team's operations, and it can create challenges in maintaining our service quality and ensuring everyone's well-being. I would like to avoid situations where we are understaffed and our team members are overburdened.

Moving forward, please make an effort to notify us as early as possible if you are unwell and unable to come to work. This will enable us to make necessary adjustments to our schedules and minimize disruption to our operations.

I genuinely appreciate your understanding and cooperation in this matter. By working together, we can continue to provide excellent service to our customers and support each other during times of illness.

Thank you for your commitment and dedication to our team.

Best regards,

[Your Name] [Your Title] [Company Name] (OpenAI, 2024)

The debrief

We talked about what the AI did well in composing the email, starting with its clear, descriptive subject line. We also noted that the tone the AI struck was pleasant and professional, if a little stiff. It provided a reasonable rationale for the advance notification. And, one final positive: it set out expectations for the reader that were somewhat clear, although we agreed that the request to be notified “as early as possible” could be tightened up by suggesting a specific timeframe.

Importantly, we also talked about how painfully wordy and repetitive the email is. My students shared how overwhelmed they felt just looking at its length. I believe the phrase “It makes my eyeballs bleed” was used several times.* They also commented that the woodenness of some of the wording undermined what was supposed to come across as a caring tone.

*By me, actually…they were more mature in their appraisal.

The “aha” moment

After we critiqued the email, my students then asked – well, can’t you just change the quality of your results by using better prompts? (Smart, right? They ask good questions!) Yes, I assured them, you can—although it doesn’t always guarantee a good outcome. However, it’s certainly possible. But, to revise proficiently, you need to know what to ask for; hence the reason why we learn what constitutes an effective email in the first place. You must know what quality looks like so you can persist until you get it.

“So, basically you’re saying that no matter what, we still have to think,” one of them surmised. At this, I mentally fist-pumped, my point having been made for me.

Final thoughts (RIP Jerry Springer)

As my student so astutely observed, GenAI is not a stand-in for your brain. In the context of our class email assignment, my students were expected to compose emails using their own words, as required by course outcomes. But in the workplace, they may well use GenAI to help them write. Whether they ultimately do or don’t use this tool, I felt it was important for them to know that good writing still amounts to good editing. And, good editing amounts to good critical thinking.

For now, anyway, this is unavoidable.