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New media rely on digital technologies, allowing for previously separate media to converge. Media convergence is defined as a phenomenon of new media and this can be explained as a digital media.“

he most prominent example of media convergence is the Internet, whereby the technology for video and audio streaming is rapidly evolving. The term convergence is disputed, with critics such as Lev Manovich pointing out that the 'old' medium of film could be seen as the convergence of written text (titles and credits), photography, animation and audio recording

New Media has become a significant element in everyday life. It allows people to communicate, bank, shop and entertain. The global network of the Internet, for instance, connects people and information via computers.[3] In this way the Internet, as a communication medium of New Media, overcomes the gap between people from different countries, permitting them to exchange opinions and information. Diverse means for this exist even within the context of the Internet, including chat rooms, Instant Messaging applications, forums, email messaging, online video and audio streaming and downloads, and voice-over-internet telecommunications. New Media is defined not only as a communication tool, but also as a tool for the commercial exchange of goods and services.[

This process is really how we already incorporate comments and feedback from our internal content reviewers. With social media, the notable difference is we are using new tools (something technical communicators already know how to leverage quite effectively) and collaborating with our customers first-hand, rather than the customer surrogates and product specialists (product management, marketing, sales, engineering, quality assurance, and customer support) who technical communicators ordinarily rely on for the audience and product information we are already responsible for integrating

Rich Maggiani describes social media as “all about community by engaging people through interactions and conversations around a shared goal” (p. 20). He goes on to propose a new model for technical communication, known as– “social media technical communication

Through social media, technical communicators are moving from a standard one-to-many communication, to a many-to-many communication, where the content becomes a “collaborative effort, combining the knowledge of all participants

the trend with big companies has been to outsource and mechanize and it's getting ever harder to get through to a live person who knows as much as you do about the problem you're trying to get help with. We're creating a kind of social network designed for companies and customers to communicate with each other.

Your best customers know more about the product than many people who work inside the company -- certainly more than most of the low-paid, call center people who are reading from a script.

When customers start to converge and talk, for many companies this is gold -- real engagement with current or future customers.