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- Working Paper
Shifting Work Patterns with Generative AI
By: Eleanor W. Dillon, Sonia Jaffe, Nicole Immorlica and Christopher Stanton
We present evidence on how generative AI changes the work patterns of knowledge workers using
data from a 6-month-long, cross-industry, randomized field experiment. Half of the 7,137 workers
in the study received access to a generative AI tool integrated into the... View Details
- January 2025
- Case
Netflix: Takedown Troubles
By: Clayton S. Rose, Tom Quinn and Maxim Pike Harrell
In October 2021, Netflix Co-CEO Ted Sarandos sent an all-staff email addressing backlash to comedian Dave Chappelle’s new stand-up special, The Closer. Released on October 5, the comedian’s depiction of the transgender community and other LGBTQ+ groups prompted... View Details
Keywords: Disruption; Talent and Talent Management; Customer Satisfaction; Cost vs Benefits; Demographics; Ethics; Corporate Accountability; Employees; Recruitment; Retention; Leadership; Crisis Management; Risk Management; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Civil Society or Community; Social Issues; Strategic Planning; Adaptation; Decisions; Motion Pictures and Video Industry
- December 2023 (Revised January 2025)
- Case
Research In Motion: Launching and Scaling the World's First Smartphone Empire (A)
By: Tatiana Sandino and Samuel Grad
In 2005, Research In Motion’s (RIM) BlackBerry smartphone was a sensation. After its launch in 1999, the groundbreaking BlackBerry had captured the hearts and minds of corporate America through its secure wireless email service. The device was so addictive and... View Details
Keywords: Business Growth and Maturation; Decision Choices and Conditions; Mobile and Wireless Technology; Innovation and Management; Technological Innovation; Business or Company Management; Management Style; Product Development; Managerial Roles; Growth and Development Strategy; Technology Industry; United States; Canada
- October 2023
- Teaching Note
Timnit Gebru: 'SILENCED No More' on AI Bias and The Harms of Large Language Models
By: Tsedal Neeley and Tim Englehart
Teaching Note for HBS Case No. 422-085. Dr. Timnit Gebru—a leading artificial intelligence (AI) computer scientist and co-lead of Google’s Ethical AI team—was messaging with one of her colleagues when she saw the words: “Did you resign?? Megan sent an email saying that... View Details
- October 2023 (Revised February 2024)
- Case
Loris
By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
- June 2023
- Article
Do Job Seekers Value Diversity Information? Evidence from a Field Experiment and Human Capital Disclosures
By: Jung Ho Choi, Joseph Pacelli, Kristina M. Rennekamp and Sorabh Tomar
We examine how information about the diversity of a potential employer's workforce affects individuals’ job-seeking behavior. We embed a field experiment in job recommendation emails from a leading career advice agency in the U.S. The experimental treatment involves... View Details
- November 2022
- Article
A Language-Based Method for Assessing Symbolic Boundary Maintenance between Social Groups
By: Anjali M. Bhatt, Amir Goldberg and Sameer B. Srivastava
When the social boundaries between groups are breached, the tendency for people to erect and maintain symbolic boundaries intensifies. Drawing on extant perspectives on boundary maintenance, we distinguish between two strategies that people pursue in maintaining... View Details
- July–August 2022
- Article
How Do Disadvantaged Groups Seek Information about Public Services? A Randomized Controlled Trial of Communication Technologies
By: Katerina Linos, Melissa Carlson, Laura Jakli, Nadia Dalma, Isabelle Cohen, Afroditi Veloudaki and Stavros Nikiforos Spyrellis
Governments and NGOs are switching to phone- and Internet-based communication technologies to reduce costs and broaden access to public services. However, these technological shifts can backfire if they exacerbate administrative burden in high-need communities. We... View Details
- 2022
- Working Paper
Training, Communications Patterns, and Spillovers Inside Organizations
By: Miguel Espinosa and Christopher T. Stanton
We study direct productivity changes and spillovers after a randomized training program for the frontline workers in a Colombian government agency. While trained workers improved their individual production, we also find substantial spillovers that affected managers'... View Details
- May 2022
- Article
The Impact of COVID-19 on Digital Communication Patterns
By: Evan DeFilippis, Stephen Michael Impink, Madison Singell, Jeff Polzer and Raffaella Sadun
We explore the impact of COVID-19 on employees’ digital communication patterns through an event study of lockdowns in 16 large metropolitan areas in North America, Europe, and the Middle East. Using de-identified, aggregated meeting and email meta-data from 3,143,270... View Details
- May 2022
- Case
Timnit Gebru: 'SILENCED No More' on AI Bias and The Harms of Large Language Models
By: Tsedal Neeley and Stefani Ruper
Dr. Timnit Gebru—a leading artificial intelligence (AI) computer scientist and co-lead of Google’s Ethical AI team—was messaging with one of her colleagues when she saw the words: “Did you resign?? Megan sent an email saying that she accepted your resignation.” Heart... View Details
- 2022
- Working Paper
Is Hybrid Work the Best of Both Worlds? Evidence from a Field Experiment
Hybrid work is emerging as a novel form of organizing work globally. This paper reports causal evidence on how the extent of hybrid work—the number of days worked from home relative to days worked from the office—affects work outcomes. Collaborating with an... View Details
- October 2021
- Article
Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach
By: Nicolas Padilla and Eva Ascarza
The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details
- Article
Large-Scale Field Experiment Shows Null Effects of Team Demographic Diversity on Outsiders' Willingness to Support the Team
By: Edward H. Chang, Erika L. Kirgios and Rosanna K. Smith
Demographic diversity in the United States is rising, and increasingly, work is conducted in teams. These co-occurring phenomena suggest that it might be increasingly common for work to be conducted by demographically diverse teams. But to date, in spite of copious... View Details
- Article
Dynamic Silos: Modularity in Intra-organizational Communication Networks during the Covid-19 Pandemic
By: Jonathan Larson, Tiona Zuzul, Emily Cox Pahnke, Neha Parikh Shah, Patrick Bourke, Nicholas Caurvina, Fereshteh Amini, Youngser Park, Joshua Vogelstein, Jeffrey Weston, Christopher White and Carey E. Priebe
Workplace communications around the world were drastically altered by Covid-19, work-from-home orders, and the rise of remote work. We analyze aggregated, anonymized metadata from over 360 billion emails within over 4000 organizations worldwide to examine changes in... View Details
- Article
Paper Versus Practice: A Field Investigation of Integrity Hotlines
By: Eugene Soltes
In an effort to motivate firms to more rapidly detect potential misconduct, legislators, regulators, and enforcement agencies incentivize firms to have integrity or “whistleblowing” hotlines. These hotlines provide individuals an opportunity to report alleged... View Details
- Article
What We Can Learn from Five Naturalistic Field Experiments That Failed to Shift Commuter Behaviour
By: Ariella S. Kristal and A.V. Whillans
Across five field experiments with employees of a large organization (n = 68,915), we examined whether standard behavioural interventions (“nudges”) successfully reduced single-occupancy vehicle commutes. In Studies 1 and 2, we sent letters and emails with nudges... View Details
- September 2019
- Case
Starling Trust Sciences: Measuring Trust in Organizations
By: Aiyesha Dey, Jonas Heese and James Weber
Stephen Scott needed to decide whether to keep his behavioral analytics startup in the people analytics sector or shift his company into the RegTech sector. Starling had develop technology that enabled its customers to anticipate and shape the behavior of their... View Details
- September 2019 (Revised February 2020)
- Teaching Note
Fishbowl: Scaling Up
By: Leslie K. John
Email mking@hbs.edu for a courtesy copy.
Teaching Note for HBS No. 919-013. Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and... View Details
Teaching Note for HBS No. 919-013. Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and... View Details
Keywords: Communication Technologies; Customer Value; Value Chain; Interpersonal Communication; Talent and Talent Management; Customer Value and Value Chain; Entrepreneurship; Business Model; Growth and Development Strategy; Marketing Strategy; Advertising; Product Marketing; Digital Platforms; Consumer Behavior; Network Effects; Emotions; Motivation and Incentives; Trust; Applications and Software; Technology Adoption; Digital Platforms; Communications Industry; Employment Industry; Media and Broadcasting Industry; Technology Industry; Telecommunications Industry; United States
- September 2019 (Revised February 2020)
- Teaching Note
Commonwealth Bank of Australia: Unbanklike Experimentation
By: Ryan W. Buell and Leslie K. John
Email mking@hbs.edu for a courtesy copy.
This Teaching Note explains the theory of the case and teaching plan for the case: Commonwealth Bank of Australia: Unbanklike Experimentation (619-018). In August 2017,... View Details
This Teaching Note explains the theory of the case and teaching plan for the case: Commonwealth Bank of Australia: Unbanklike Experimentation (619-018). In August 2017,... View Details