Control is not necessarily the problem here. Business's can flourish with a lot of control or minimum control
Case in point: Apple Inc. has control over both the hardware and software in its computers. Microsoft is open in that you can buy a dell, HP, Sony, whatever and still run windows, not to mention you can get multiple programs from multiple companies to run with windows. Both companies are insanely successful, yet both have widely varied business strategies.
But the point stands: no one will ever listen to hate mail or the like. A single respectful message has way more pull then any number of spam-like hate messages