AAA’s ‘feedback string’ encourages company dialogue

When AAA Northern California, Nevada & Utah, opened up its doors to two-way communication with a ‘feedback string,’ it strengthened culture change at this AAA club in a big way.

What is a “feedback string”?

It may be a dream … but it doesn’t have to be the unattainable dream. Just check out what’s happened at the AAA Northern California, Nevada & Utah club, where editor David Kligman includes “feedback strings” with every article he posts online, allowing employees to immediately comment on the article.

A “feedback string” begins with a link the reader can click on to enter comments about the article instantly. Those comments go into a dialogue box at the end of the article the second the reader hits “submit.”

The next person who submits a comment can either respond to the original article or to a previous comment, creating an ongoing, uncensored dialogue.

This is a step up from your average “Letters to the Editor” section, says Kligman. It’s an innovation that has helped make thousands of the regional AAA employees more aware of every part of their organization.

Kligman’s AAA club has 8,000 employees. The head office has about 2,500 workers; the other 5,500 are scattered over half a dozen western states and more than 120 offices.

Minimal rules for employees who post comments

Of course, this being corporate America, there are rules.

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