When I worked at America West, we were encouraged to follow that forum here on Flyertalk. Of course after I left, the people there who knew me knew my posts. There's still a few from back then left.

Officially, I believe a few people from the communications team do monitor Flyertalk, and will try to follow-up with users if they can when they see something that is worth doing (such as someone posting about an employee, cancelled flight, etc.)
Unofficially, I hear from many employees around the company who follow and some post here on Flyertalk.