AI in Action - Communications for Customers and the Public

Overview

🕮 Off the shelf (OTS)

The course is designed for operational staff and frontline teams across major UK government departments and their agencies — including those working in correspondence, casework, contact centres, operational delivery and customer service — who routinely draft written responses to the public. It is particularly suitable for those beginning to use generative AI tools to support correspondence, or those seeking to strengthen the quality, clarity and empathy of their written communication.

No prior experience with AI tools is required but, participants should be comfortable drafting routine emails, letters or public-facing messages as part of their role.
Equip participants with practical skills to use AI for drafting clear, safe, empathetic, and tailored public communications and an understanding of what AI can and cannot do.

The course provides a practical, structured introduction to using generative AI to support high-quality public communication. It explores how to prompt for strong first drafts, how to prevent robotic or insensitive responses; reinforce credibility and brand. It will also teach how to revise, refine and quality-assure outputs to ensure accuracy, clarity and credibility.
Participants will practise using AI as a drafting partner while staying firmly within public sector standards, safeguards and guidance.

The course will cover:
• prompting approaches to generate tailored, audience-appropriate first drafts.
• techniques to maintain empathy, clarity and organisational tone in public correspondence.
• structured AI-supported editing to refine accuracy, remove ambiguity and ensure operational fit.
• practical methods for reviewing and challenging AI outputs using critical thinking.
• safe and responsible use of AI for public communication, including key risks, safeguards and boundaries.
• tools and workflows that help operational teams embed AI-assisted drafting into everyday practice.

Agenda 3 hours online interactive broken up into 7 modules with lots of exercises and scenario work
1. Introduction: The New Drafting Reality (15 mins)
2. Prompting for a High-Quality First Draft (40 mins)
3. Empathy, Tone, and the Public Sector Voice (30 mins)
4. Break (10 mins)
5. Reviewing and Editing AI Outputs (45 mins)
6. Safe Use, Reputation & Risk Scenarios (20 mins)
7. Embedding AI into Team Drafting Practice (10 mins)
8. Close and Action Planning (10 mins).