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Ask me anything. The concept began on Reddit in 2009, but has made its way into internal communications channels in the years since. Back in 2019, Slack outlined the use of AMA to facilitate discussions between workers and leaders. One could argue the business trend started even earlier, with the inception of social software in 2006.
But AMAs are a specific format, which added one more tool to email, intranets, social networks and messaging apps that internal communication pros already had at their disposal. The question is, is having such an open forum between employees and executives always a good idea?
Using AMA Channels to Bridge the Employer – Employee Moat
The Slack blog posited the Ask Me Anything channels as a way to provide people with direct access to management. "In #Slack-AMA, anyone in the company can ask a question, and the most appropriate leader will answer it soon after," the blog reads.
AMAs provide one of the best ROIs for internal communication and making employees feel heard, digital policy consultant Kristina Podnar told Reworked.
The fact that some organizations are using tools like Slack is reasonable, although it does not always provide the best employee user experience compared to other platforms or even live events, she continued.
“Organizations using Slack (or Teams or other tools for that matter) to bridge the executive-employee communication moat are usually doing it around a theme such as sales, product development and launches, and performance, or a general area such as all hands or quarterly check-ins,” she said.
She did, however, note the limitations to using Slack or other chat tools for AMAs. Questions may be answered, but the information may not reach more than one or two individuals. Social networks are not ideal for knowledge sharing, particularly at a time when employees feel tethered to and burned out by the chatter, Podnar said.
“Chatting does not always allow for an honest human interaction and some emotions just do not translate well through chat. Also, there are ramifications to putting things in writing in such a way, which is where we get into legal and regulatory issues,” she added. "After all, if a CEO of a pharma company says something internally to an employee that can impact stock prices we quickly get into regulatory issues if there are not proper disclosures posted in context."
Related Article: How I Decided to Build an Internal Communications Service From the Ground Up
No, Really, Anything?
The question inevitably arises as to whether people can really ask anything. Podnar said the organizations she works with encourage it — within reason. In the case where a company is a multinational, for example, it needs to work through what the local laws mean to a global audience and post the guidelines or policy in that context.
Explaining why other forms of office communications are different, she pointed to the overwhelming amount of email most people get, so adding to the inbox is just too much. Email also feels more formal to employees, so they are unlikely to feel free to ask big questions via that channel. Finally, AMAs are typically more transient, rather than evergreen content, so housing it on the intranet is not appropriate nor a good use of that channel.
Slack or other chat tools allow for a fleeting conversation, which is what AMAs are all about. They are intended to be an informal way to exchange information and provide quick and easy access to executives.
Related Article: Internal Comms' Number One Channel? Email
Setting the Ground Rules of an Executive AMA
So how does it work? LTVCo chief people officer Stefani Ribaudo explains that at LTVCo, the CEO and COO facilitate the sessions. The goal is to provide direct interaction and dialogue, as well as foster a culture of transparency and inclusivity within the organization.
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She said by offering employees the opportunity to pose questions on any topic, AMAs give executives a forum to provide firsthand insights into the company's progress, challenges and prospects, and build trust between leadership and employees in the process. But she admits the openness of the format can be challenging to navigate.
LTVCo use Google Meet to mitigate this potential awkwardness. Employees can submit any questions they have in advance of the forum using an anonymous form. Questions are then screened for appropriateness, as well as grouped under similar topics so the leaders can address items in a more logical fashion. The company established clear expectations up front about the appropriateness of questions to help set the tone.
Ribaudo said the anonymous forms ensure that employees feel comfortable asking anything without fear of negative repercussions.
Anonymity Transforms AMAs Into Something Bigger
Without anonymity, the inherent hierarchical dynamics of the organization stifle open communication, said Champion Leadership Group's Jeff Mains. Employees hesitate to voice concerns or ask probing questions in a forum where power structures are palpable.
Mains asserts establishing an anonymous question submission process is the way to alleviate this pressure. Such a process encourages a more diverse range of inquiries, as well as shields employees from any potential backlash or judgment.
“By ensuring anonymity, organizations can foster a safer environment where all employees feel empowered to speak up without fear of repercussions,” he said.
When leadership share consistent and respectful responses, they'll demonstrate that all voices are valued, and will reinforce a culture of trust and openness. This approach transforms these sessions from potentially superficial engagements into profound opportunities for genuine dialogue and insight, enhancing organizational cohesion and ensuring that strategic decisions are informed by a broad spectrum of perspectives, Mains added.
Related Article: The Key to Effective Workplace Transparency? Privacy
Empowering employees
Ask Me Anything (AMA) channels bridge the gap between executives and employees. They not only demystify executive decisions but also empower employees by involving them in conversations that matter, management consultant Jonah Larkin told Reworked — which is a win-win situation. Leaders get first-hand insights into employee concerns and ideas, while employees feel their voices are heard and valued. It is also an excellent opportunity for leaders to highlight their commitment to transparency and to lead by example.
However, Ask Me Anything (AMA) channels quickly become challenging due to the overwhelming volume and sensitive nature of some questions, he warned. To manage this, it is crucial to set clear guidelines on the appropriateness of questions and prepare executives with briefing sessions. Using moderation tools can help maintain respectful and productive discussions. Effective follow-up on unanswered queries can mitigate dissatisfaction and reinforce the value of open communication.