For anyone who thinks that customers having online voices is a passing fad or something that can be fought with bare teeth or lawsuits, you might want to heed the tale of the ad agency that sued a blogger for badmouthing a client - and found themselves on the receiving end of an avalanche of bad PR and hostility. Individuals and communities are online and are here to stay. Some of those individuals - and perhaps entire communities - may have negative things to say about your company. You are going to need a better strategy for dealing with that than Shut them down.