I recently joined Kirby Hasseman on Delivering Marketing Joy to talk about An Inbox Between Us. One of the main ideas we kept coming back to was something I have spent a lot of time thinking about over the last few years.
Most organizations do not just have documented processes.
They have undocumented behavior.
That is really what my book is about.
Every job description explains what someone is responsible for. It does not explain how they actually navigate ambiguity, solve problems, build relationships, earn trust, or keep work moving when the documented process no longer fits the situation.
That is why I have started thinking about jobs differently.
A job title is really just a label for a collection of behaviors.
The more I work with organizations adopting AI, the more convinced I become that this distinction matters. AI is not walking into a perfectly documented workplace. It is entering organizations that have spent years adapting to reality through thousands of small decisions that were never formally written down.
That is one of the reasons I wrote An Inbox Between Us. Before we can understand how AI changes work, we have to understand how work actually happens.
I appreciate Kirby having me on the show. It was a thoughtful conversation that stayed focused on people instead of just the technology, and I think that is exactly where this discussion belongs.
I hope you enjoy the episode.