I think intervention is the better option, as it forces company members to think critically about their own policies or products. In this way it forces them to understand the customer's point of view, so that they can form an adequate response, rather than simply dismissing the customer out of hand. In addition, it makes the customer feel that their voice is being heard rather than stifled, thereby increasing the likelihood that said customer will return. Companies that intervene are therefore more likely to retain their customers and provide better services. As others have said, however, the degree to which the company filters messages depends entirely on its customer base. A company that caters to children, for instance, would be remiss if it were to include profane comments on its message board. This may turn out to be a trivial concern though, as one wonders how often such a company would encounter vulgar replies on its message board anyway, as the majority of such comments are generally responses to companies that cater to the general population, such as AT&T. Still, a company cannot get by without taking its intended audience into account, and I believe that intervention is the best way to accomplish this, even if the content of the message board is regulated to some degree.