...(1) the only contributors are employees with time on their hands, who tend to be the drones.
Maybe. They do need extra time to type something up that can be read the way they intended it.
Those employees who actually know someting useful to you are too busy to waste time with crap like this
I'd say it was because the people with the knowledge are busy applying that knowledge to the issues that have arisen that affect X people. Do they have time to type a reply to your question if your question isn't shared by X other people?
We've all had to wade through different forums looking for answers where there are thousands of threads NOT related to what YOU are having a problem with.
And no one thinks about the problem the same way YOU do. I cannot print. Why? Because I changed my password and forgot it and cannot login to get the document to print it. So it is a printing problem.
(2) the only employees who will tell you anything at all are ones you have actually met face to face - otherwise you are not a real person, and they don't trust you, no matter what you say.
I've seen this in action and it annoys me. The people who get their problems addressed are the people who:
a. Have the time to camp out next to someone until that someone fixes their problem.
b. Have a manager who can demand that the other manager re-allocate their workers' time to fix the problem.
c. Have already established a friendship with the person who can fix the problem. I brought cookies for you! Hope you like them. By the way, there's a small problem with the X. Could you look at it sometime?