Often we get into a power mode where we're desperate in seeking help or offering help. Similar to how MOS engineers @ Oracle Corp use on the support portal, if OTN could have a "available for chat" option for any available gurus who are willing to extend help via chat/IM, can appear online/available to someone who wants to ping them directly.
Although, this comes at a risk of dealing with offensive content/personal messages aimed at an individual, the good part also could be that the user may willfully opt out of the service. The service however needs to be regulated with certain rules/guidelines as well as prioritizing safety of every individual.
Just a thought !! Welcome to all opinions/ pros-cons.