OpenAI uses a dedicated email to cut through internal red tape

OpenAI has instituted a "friction" protocol that lets any employee send a message to [email protected] describing a slowdown, from broken systems to mundane office issues. A triage team evaluates the emails and forwards the most critical ones to senior leaders, with Sam Altman or Greg Brockman sometimes stepping in directly to ensure resolution. The approach became widely used after Fidji Simo joined as CEO of Applications in late 2025, launching a three-month listening tour and tasking Irina Kofman with overseeing the inbox and publishing monthly Slack updates on progress.

Supporters claim the system prevents small annoyances from snowballing as the workforce expands toward 8,000 staff worldwide. Critics, however, argue that frequent escalations can create fire-drill-like disruptions for teams already stretched thin. Nonetheless, the practice reflects OpenAI's broader push to maintain speed amid fierce competition in the AI sector.