The document discusses social media and its characteristics. It notes that social media enables anyone to publish or access information cheaply. It is characterized as a network of people who share user-generated content as part of their online activities and conversations through highly accessible and scalable technologies. The document also discusses how consumer attitudes have changed with new technologies, as consumers now feel empowered and in control online. However, good communication is still important when using social media. Companies must focus on their customers, the content stream, and building their online reputation when trying to engage communities on social media.