Perceptions and challenges of using ChatGPT for technical communication in the science and technology businesses

As generative AI tools become more common in the workplace, ChatGPT has gained popularity for supporting communication tasks across various roles. This study investigates the perceptions and challenges of using ChatGPT in technical communication among technical support staff in science and technology businesses. Quantitative approaches were used in this study and supported by content analysis from open ended questions. The findings revealed generally positive perceptions toward ChatGPT, as it enhanced productivity, saved time, supported technical problem-solving and learning needs, and helped overcome language barriers. However, challenges were also identified. The participants highlighted three major issues with the technical responses including their accuracy and the tool's limited depth specific knowledge and the absence of verifiable references. The success of ChatGPT depends significantly on how well users define their prompts. They also suggested the importance of prompt design, verification of outputs, and informed use. While ChatGPT was seen as a helpful assistant, it was not regarded as a replacement for human expertise. This study contributes to the use of AI-assisted communication in the workplace by emphasizing both the benefits and limitations of ChatGPT in technical settings. It underscores the need for critical use, proper training, and thoughtful integration of AI tools in professional workflows. Future research should explore other AI platforms and assess their long-term impact on communication and knowledge work.