Between Efficiency and Uncertainty : Artificial Intelligence in Organisational Communication:A Study of AI as a Form of New Media in Internal Communication Practices

Sammanfattning

Artificial intelligence (AI) is increasingly embedded in organisational communication, reshaping how employees interact, coordinate tasks, and construct meaning in the workplace. This study explores how employees experience and interpret AI-mediated communication within everyday organisational practices, with particular attention to the tension between efficiency and uncertainty. Drawing on a qualitative research design, the study is based on six semi-structured ethnomethodological interviews with employees from different organisational contexts. The analysis is informed by the Communication as Constitutive of Organization (CCO) perspective and applies thematic analysis to identify recurring patterns in participants’ experiences. The findings show that AI-supported communication tools function primarily as supportive resources that enhance efficiency by assisting with message drafting, information retrieval, and coordination. At the same time, employees express uncertainty regarding the accuracy and reliability of AI-generated communication, leading to ongoing verification practices and reliance on human judgement. The study contributes to organisational communication research by conceptualising AI as a communicative actor that both supports and shapes communication processes. Generally, the findings demonstrate that a dynamic interplay between efficiency and uncertainty characterises AI-mediated communication in the internal organisation.