Day 1: Defining Responsible Communication Principles

Content Risk and Audience Impact

• Decision points for content risk
• Campaign objectives tied to measures
• Audience insights shaping campaign choices
• Evidence checks prior to external publication

Transparency and Disclosure Needs

• Practical tests for disclosure needs
• Audience segments with distinct needs
• Channel selection based on audience behavior
• Crisis messages aligned across stakeholders

Brand and Ethical Boundaries

• Practical tests for ethical boundaries
• Approval controls for high-impact messages
• Reputation signals requiring early response
• Creative variants tested prior to scaling

Day 2: Designing Controls for AI-Generated Content

Source and Fact Verification

• Decision points for fact verification
• Message consistency across communication channels
• Misleading content risks before release
• Brand standards guiding generated content

Human Review and Approval

• Application limits around human review
• Customer needs behind service requests
• Sentiment signals needing human oversight
• Response standards for difficult cases

Privacy, Copyright, and Consent

• Application limits around privacy and copyright
• Friction points increasing customer effort
• Recovery actions after service failure
• Root causes behind repeated complaints

Day 3: Operating Communication Governance at Scale

Content Monitoring and Incidents

• Application limits around content monitoring
• Service outcomes beyond response speed
• Journey moments affecting customer perception
• Consistency across customer service channels

Vendor and Tool Governance

• Performance signals around tool governance
• Personalization limits around customer data
• Escalation triggers for unresolved cases
• Quality measures linked to resolution

Responsible Communication Standard

• Application limits around responsible communication standard
• Query logic checked against requirements
• Missing values needing deliberate treatment
• Data lineage supporting result traceability

• Practical lab developing disclosure needs for operational use
• Decision simulation testing human review in context
• Hands-on workshop applying content monitoring to realistic tasks
• Peer review challenging assumptions around responsible communication standard