45: The Cost of Error-Highlighting Technology: Lessons Learned from AT&T’s Presence Report System

Technology has greatly improved safety, but its use can also impact wellbeing and culture. How systems are measured and applied affects morale and trust. In this presentation, Bryan Shelton shares a case study of AT&T’s “Presence Report” system, designed to monitor return-to-office compliance. Its use eroded employee trust and created a toxic environment. While such monitoring systems have existed for years, advances in AI have made it easier to flag undesired behaviors—often leading leaders to focus on punishment rather than improvement. In safety, this same dynamic can undermine a positive safety culture. By examining AT&T’s experience through a behavioral lens, we’ll explore how organizations can avoid similar mistakes. Attendees will learn best practices for using technology to measure performance, technology to coach rather than control and increase positive feedback. Aligning technology with behavioral leadership will build trust, boosts performance, and drive ROI.