Look at this part: "FedEx Corporation pays Ketchum annually for the valuable and important work your company does for us around the globe. We are confident however, it is enough to expect a greater level of respect and awareness from someone in your position as a vice president at a major global player in your industry".
In other words, a PR firm is only supposed to spread sunshine, and money equals respect. FedEx needs to wake up to the realities of the Internet. Instead of punishing people that are not impressed with your home town, try to fix the real problem.