Some organizations have to be, some want to be (some don’t), but all of them claim to be transparent. What’s that supposed to mean?
It may mean you have to understand an organization chart, i.e. who must obey who.
It may mean “Meet the chairpersons (but don’t talk to them)”.
It may mean “Meet Brian, featured employee of the month”.
It may mean “Here’s an phone number or an email-address so you can contact us (but we don’t tell you who is on the other end)”.
But I have have the feeling it rarely means “We care about you because you are the centre of our business.” It seems that the more the latter applies, the less the first is being paid attention.
Is it to shun the customers so they will settle for less? Or is it to avoid Customer Service getting too much leverage because they represent the customer in the organization? Once you put somebody on the front page, you do not only give her the responsibility but also the privilege to speak in both directions. The more you fear this, the more likely it is that this is exactly what your organization needs.