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