Missing the Conversation: OpenAI’s X Strategy,Dialogic Communication and Public Distrust in AI

Abstract

Dialogic theory highlights the importance of two-way communication for building public trust in complex technologies such as artificial intelligence (AI). This study analyses OpenAI’s social media practices on X, examining how its approach aligns with dialogic principles. Findings indicate that OpenAI relies on one-way, information-driven messaging, with limited transparency and no meaningful engagement, despite high user interaction. The results indicate a lack of responsiveness from the selected social media outlet. If this pattern holds across the organisation’s broader communication strategies, it could lead to a lack of trust, representing a missed opportunity to reduce uncertainty and enhance explainability. The study recommends that technology firms adopt dialogic strategies, such as clear guidelines, active engagement and transparent communication, to foster trust and accountability, moving beyond unidirectional dissemination towards genuine dialogue.