THE SHORT:
I'm sorry I usually can't answer IMs due to inworld work.
- If it's important, please don't leave me an offline or online IM.
- Please do send me an email with a clear subject line so I can help you best.
- If I can't help you personally, I'll guide you to the right Linden(s) who can.
- In case of undue delays, I'll inform you in advance.
THE LONG:
Hello, I'm Torley Linden.
I enjoy being contacted and love to communicate. 
Infact, communication's an essential part of what I do working on the Community Team at Linden Lab.
I frequently blog about what's happening inworld, post to the forums, and one of my greatest passions is helping our Residents "connect the dots" for important issues in need of the company's attention.
Unfortunately, some recent changes in my life have necessitated me to communicate this, because I absolutely don't want to come off as rude if you haven't heard back from me.
I have a Repetitive Strain Injury in my blog.secondlife.com/hands and it's slowed down my typing a lot; I also have to take frequent breaks during a workday. It's grown worse over the last few months.
My Second Life gets busy because of all the Instant Messages and chat I get, which urge me to reply quickly. In those moments, I often have to prioritize, which often means "localizing": focusing on what's happening around me inworld. Oftentimes, I'm in a meeting or involved with Residents in another way related to my job. Since SL doesn't autosave IMs, I often miss things either because I have to repeatedly relog (for testing purposes) or am outright crashing (sometimes, for testing purposes).
I want to listen to what you have to say. Please, if possible, don't send me an offline IM either.
Please, do send me an email. You can reach me personally at torley@lindenlab.com.
Thanx graciously for your understanding!
Update (2006.06.30): I'm currently not really answering IMs because I get too exhausted to keep up. 
I feel so mute at times but I'd rather not burn out. I pace myself throughout a day; email ensures I have a solid record of something, as opposed to transient chat (wish we had an autologger), and that I can get to it as soon as I can—meaning during a time of day when my hands are feeling better. I'm always listening to you. =^_^=
Update (2006.07.11): If you have something important you expect a reply to, *PLEASE* email me about it. Don't send an IM, whether I'm online or offline; they're terrible for keeping track. I'm often busy inworld: 1) working on outstanding issues, 2) at a meeting or other inworld event, or 3) relogging a lot to test problems. Thus, IMs get lost, and we don't want that now, do we? 
Update (2006.07.24): Fixed email link—thanx Ordinal Malaprop!