OpenAI Uses Friction Email System to Cut Bureaucracy

OpenAI utilizes an internal email system, friction@openai.com, to allow employees to report bureaucratic bottlenecks and operational frustrations directly to company leadership. The process gained traction in late 2025 under former CEO of Applications Fidji Simo, who formalized the system and implemented company-wide tracking updates.

OpenAI CEO Sam Altman and President Greg Brockman use the inbox to identify and intervene in issues they deem significant. Irina Kofman, the VP of strategic initiatives and operations, is tasked with monitoring the inbox to facilitate these resolutions.

Internal reactions to the system are divided. Some former employees praise the mechanism for providing ground-level feedback and cutting through corporate bureaucracy. Others describe the process as disruptive, claiming it creates "fire drills" that force under-resourced teams to abandon their primary work to address the reported issues. The system aligns with a broader culture of urgency at the company, which includes "code red" initiatives designed to maintain a competitive edge against rivals such as Google and Anthropic.