Found this interesting article on CNET News about a service, "Qunu", that connects technical support inquiries up to real live users via a Jabber-based IM client.
From the Qunu website:
"What's Qunu? Qunu is a next-generation expertise matching service. We use instant messaging to connect -- in real time -- people who have software or tech-related questions with experts who are passionate and willing to help."
Could this kind of service be usefull in a library setting? From the CNET article, it appears that this service is largely used by programmers; however, given some fostering of the community, perhaps there's some interesting outcomes that could happen by teaming the library world up with Qunu.
This service is still in Alpha; but it will be a good resource to watch.