The Internet increases the scope of information available online but always selects and presents it in a filtered way. Libelous and incendiary material aside, there are no rules. People post what they want. If someone rebuffs contact by not listing a telephone number on a page or ignoring e-mail requests, there is simply nothing you can do. So even as the information is plentiful, the communication frequently flows in one direction.
Companies often use the Internet as the first line of public interaction.
What you get is never objective, as corporations large and small seek to present things through a rose-colored monitor. You may get a combination of product news, company history, media releases, customer support issues and anything else the company decides to display to enhance its public image. What you do NOT always get is a telephone number. Merchants who sell, say, joy buzzers will welcome new orders but won't necessarily want to hear complaints when the things break. For this, they add an electronic mailbox instead of a telephone number, allowing them to control the interaction.