From Surfing the World Wide Web to Navigating AI- What 25 Years in HR Has Taught Me

I still remember taking a class called "How to Surf the World Wide Web."

At the time, it felt revolutionary.

The internet was new. Most people weren't using it regularly, and many business leaders weren't sure whether it would actually change how we worked. We were learning how to search for information, visit websites, and send emails more effectively. Looking back, it seems almost laughable today.

But at the time, it was the future.

Now, more than 25 years later, I find myself feeling very much the same way about artificial intelligence. Every day, there seems to be a new AI tool, a new article, or a new prediction about how AI will transform the workplace. Business owners are asking the same questions many asked about the internet decades ago:

"Is this real?"

"Should I be paying attention?"

"Will it replace jobs?"

"How do I use it?"

As someone who has spent more than 25 years in Human Resources and has witnessed technology reshape the workplace time and time again, my answer is simple:

AI is not a fad.

But it's also not a magic solution.

Lessons from My First Job

My first HR experience was working for Time Inc in New York City.

It was an incredible opportunity because I was surrounded by talented professionals who were constantly adapting to change. Even then, technology was beginning to alter how information was shared, how people communicated, and how businesses operated.

One lesson I learned early is that the companies that thrive aren't necessarily the ones with the best technology.

They're the ones with the best people who know how to use technology effectively.

That lesson still applies today.

The internet didn't eliminate the need for good judgment.

Email didn't eliminate the need for solid communication skills.

HR software didn't eliminate the need for leadership.

And AI won't eliminate the need for people.

What AI Can Do

As an HR professional and business owner, I've been experimenting with AI extensively.

The truth is that AI is incredibly powerful.

It can:

Draft employee communications
Create job descriptions
Summarize meeting notes
Generate training outlines
Help write policies
Analyze data faster
Assist with brainstorming
Improve productivity

In many ways, AI is becoming the world's most efficient assistant.

For small businesses especially, that's exciting.

Entrepreneurs and leaders can accomplish tasks in minutes that previously took hours.

What AI Can't Do

AI cannot build trust.
AI cannot coach a struggling employee through a difficult situation.
AI cannot navigate the emotions surrounding a termination.
AI cannot resolve conflict between team members.
AI cannot inspire a team during uncertainty.
AI cannot build culture.
AI cannot replace empathy.
And AI certainly cannot replace the relationships that drive successful organizations.

In Human Resources, the most important issues are rarely procedural.

They're human.

That's why I believe the future isn't AI versus people.

The future is AI helping people become better at what they do.

The Opportunity for Business Leaders

The companies that will win in the years to come won't be those that avoided AI. The advantages we have now are far greater than what we had 25 years ago (remember, we were still faxing and thought that was revolutionary when it made that beeping sound while we watched the scrolling paper in anticipation.)

It also won’t be the companies that blindly automate everything.

The winners will be the organizations that learn how to combine technology with human connection.

They'll use AI to eliminate repetitive work.

They'll use technology to increase efficiency.

But they'll invest even more heavily in leadership, communication, culture, and employee development.

Because those are the things that technology can't replicate.

We're All Learning Again

Sometimes I laugh when I think back to that class on surfing the “World Wide Web”. There was a wave on the wall that I will never forget to this day to illustrate the point.

At the time, none of us knew how dramatically technology would reshape our lives and businesses. We just showed up for a class and thought it was the new fax machine.

Today, I feel that same sense of curiosity and possibility as I learn more about AI.

The tools are different.

The technology is different.

But the lesson is the same.

Change isn't something to fear.

It's something to learn.

And just like the leaders who embraced the internet gained a competitive advantage, the leaders who learn to leverage AI thoughtfully today will be better positioned for tomorrow.

The future of work isn't about replacing people.

It's about giving people better tools so they can focus on what matters most.

And after 25 years in HR, I've learned that what matters most has never changed:

People.

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Interruptions Cause More Than a Wet Floor

By Paula Fulghum • May 28, 2026

We don’t appreciate plumbing until we have a pipe burst below the sink and it doesn’t work anymore... we go to flush the toilet and it’s suddenly clogged- or worse - overflowing. Suddenly something that was seamless - isn’t. Our day is disrupted, our fight or flight senses are going & we are knee deep in towels on the floor with one hand wiping up water so the wood doesn't buckle, while trying to get kids off to school delaying work, customer meetings or other important things. Human Resources is much like this. Businesses think it’s not needed until the pipe bursts. I’ve seen this scenario so many times over my decades as an HR Consultant. We aren’t “needed” until there’s a problem. But here’s the thing- how could your day have gone if the pipe hadn’t burst? Would your precious breakfast moment with your children given you the opportunity to know what’s going on with them at school with their teacher or friend before they headed off for the day setting them up for success? Would you have been able to make that new customer sales call leading to much needed revenue for your business? Would your mindset have been better to connect with your new employee if you hadn’t been knee deep in towels on the floor when you started off your day leading to a better first impression for them in their first week on the job? I can go on and on. But you get the picture. HR isn’t a nice to have. It’s like having a good plumber install your pipes right the first time so the chances of surprise moments like this are less likely - but when they do break down over years and time of wear and tear- we are there to jump in, mitigate the damage and repair it for you - so you aren’t the one holding the towels. You are the one going back to breakfast with your children, focusing on the important things that drive both your business - and life- forward. If we aren’t part of your infrastructure already, we can still fix it - but it takes a lot longer and it costs WAY more when we have to redo the pipes rather than install them right the first time and maintain and them. Let me say that again. It’s more costly when we have to redo them - rather than manage them. And at that point- you are knee deep in towels, still, until we can mop up the mess someone else created or neglected. When we do a good job - the pipes don’t burst & businesses often don’t appreciate running water or a functioning toilet- it's happening as it should- the awe of how well it works goes unoticed. HR is often forgotten about when everything runs smoothly. It’s our job to keep the pipes clean and the water running. It's our job to prevent drama- not just react to it when it happens. If you are having too many disruptions - maybe it’s time for a new plumber AKA -HR. At InnovateHR - we spend time and care making sure our clients have the right infrastructure from the start... and we have a two hour promise responding to our clients AND their employees when they call us- because we know things don’t always go as planned - and we will be there with the towels.