When OpenAI employees have a problem, they email this special address to see if Sam Altman will solve it immediately

When OpenAI employees encounter internal issues, they can swiftly address them by sending an email to a special address. This system, known as "friction," immediately bypasses much of the bureaucracy within the company, often with the direct involvement of CEO Sam Altman or President Greg Brockman. The process begins with an email sent to friction@openai.com, detailing the problem, which could be anything from a malfunctioning technical system to office-related frustrations such as a lack of IT vending machines.

Leadership then prioritizes these emails, with the most significant matters being addressed by Altman or Brockman. The effectiveness of this system has been praised by former employees, who note that it allows for the timely resolution of issues before they can become bigger problems, especially as OpenAI continues to grow to over 8,000 employees worldwide.

Former CEO Fidji Simo's implementation of more structure around the friction@ address, including regular updates on the progress of resolved issues, has further reinforced the importance of this process. However, while the friction system is generally seen as beneficial in keeping OpenAI moving forward, some former employees argue that it can sometimes be disruptive, especially in a high-pressure, high-stakes environment like the rapidly evolving AI industry.