(?)Clarification of moderator procedure.

I have noticed the moderator function for this forum is some what unique when compared to other forums and I would like to discuss that. On most forums I visit, the moderator of the forum enforces the rules of the forum and specifically that section of forum. They don't normally assist in the troubleshooting or discussion process. On this forum, they do. I appreciate that and think it's important communication option between customer and employee. Just have a couple questions:

1. Sometimes people specifically request a moderator's response. Is there a procedure that moderators preferred to be followed? Email from user? Report function? Facebook?

2. Do moderators prefer "first contact" on threads? 

3. How do stickies work? Several users have requested them and was told escalation was required, but I haven't heard of any outcome.

I welcome anyone else to post comments or questions.