Media Convergence Definition, Example Types & Elements

Media Convergence Example- Example of Media Convergence. Media Convergence in Journalism. Who and when established the Media convergence theory? Also, Example and Elements of Media Convergence. Characteristics of New Media Audiences.

Convergence

Convergence means converging multiple items united things to get benefits.  It is the process of forming a unique thing by utilizing two or more things. The convergence has been happening in all sectors to meet people’s demands. This world is very famous in the medical discipline. As per the technological revolution, technological and media convergence has been impossible to reverse trends.

Types of Convergence

According to Henry Jenkins, the six types of convergence are technological convergence, media convergence, global convergence, economic convergence, cultural convergence, and organic convergence.

Media Convergence

Media convergence refers to merging diverse media outlets, including traditional and new media, to promote the program and media content. The traditional and new media have been merged to adjust to new technology. There are many types of convergence, such as technological convergence and cultural convergence. The new technology and culture have changed human lifestyles. The revolution of technology stimulates media convergence. Technology adoption theories and models explain why and how people accept new technology excessively. Additionally, technological and cultural convergence forces the mass media to converge with other mainstream and new media.

How to Identify a Modular Home

Media Convergence Example

Example of Media Convergence 

For example, the Indian most popular reality TV show name is “Indian Idol.” It is a singing competition Television series. Sony Entertainment Television telecasts the full episodes. Firstly, the candidates need to download the Sony liv app for registration. Sony Television has its social media pages to promote the programs. The TV authority uses social media platforms to promote upcoming episodes as most people access new media sites more than traditional media. They also request their audiences to vote for their favorite contestants via smartphones. The audiences can provide their opinions via social media platforms, for example, Facebook and Instagram. Sometimes, they use FM and traditional radio to advertise the program. In sum, the program authority merges Sony Television, smartphones, radio, Facebook, and YouTube channel to promote the program successfully. It is an example of media convergence in the digital era.

Media Convergence in Journalism

Media convergence in journalism means mutually utilizing the print, broadcast, and online media to promote the news. Journalists use many media to spread the news among the maximum number of people locally and internationally. Media convergence in journalism appears as a significant step to survive in the new media age. There are two types of media convergence in journalism: (1) media convergence in collecting news and (2) media convergence in reporting the news. Firstly, journalists collect information from other media, and they cite the source name when publishing information. Television channels disseminate news from other channels such as radio, TV, newspapers, and social media.

Secondly, media authority uses multiple media to publish the news. People prefer to read online newspapers from social media sites rather than printed papers. Therefore, journalists publish the news via a printed newspaper and website portal and share them on social media platforms to reach more audiences.

Example of Media Convergence in Journalism

For example, The Star is the most popular newspaper outlet in Malaysia. A journalist of “The Star” has collected information from Malaysiakini. The Star has published the news via printed newspapers and online portals. They have also shared the news link via Facebook page to reach the news among social media users. The authority has converged a few media to spread the news among a maximum number of audiences.

Technology Convergence

A long time ago, people used to listen to the radio to get news, Television to watch drama, cameras to capture photos, and bookshelves to keep books. Nowadays, people use only smartphones and computers to fulfill all their needs.

Who and when established Media convergence theory?

Henry Jenkins introduced media convergence theory in 2006 via his book Convergence Culture: Where Old and new media collide.

Elements of Media Convergence

The five important elements of media convergence are technological, social, industrial, textual, also political convergence.

Technological Convergence

Technology convergence has brought computer, communication, and content together, which is called 3 C. Here, 3 C refers to a computer, communication, and content. Computers and smartphones have digitilized the content, and digital content has changed the process of communication. The revolution of new technology and media convergence has changed the way of generating content and distribution. It has influenced the news production and distribution process totally. For example, now, every newspaper outlet has its own social media fan page, providing breaking news. Technology has allowed these outlets to operate live video programs that provide very authentic news for audiences.  Therefore, subscribers are getting instant news through new technology convergence. It is definitely a positive impact of convergence in communication outlets.

Social Convergence

Social media convergence has both positive and negative impacts on society. It is called the double edge sword for the communication sector in society.  Social media are a computer and application-based networking system that ease human communication through the internet (Kobiruzzaman, Waheed, Yaakup & Osman, 2018). Social media have emerged as the most convenient and popular communication platform, also known as new media. People are adopting social media for entertaining, imparting knowledge, sharing information, and communicating. There are many types of social media such as Facebook, YouTube, Twitter, WhatsApp, WeChat, Instagram, Zoom, Google meet, TikTok, QQ, Douyin, Sina Weibo, QZone, Snapchat, Reddit, Pinterest, and so more. Social media convergence made the news free of charge, so everyone could watch the news easily.

Many traditional media outlets disseminate the news through social media. For example, a newspaper outlet publishes printed newspapers, and it updates the same news on social media platforms. Thus, anyone can consume news from social media platforms without buying a printed copy of the newspaper. Social media convergence eases the way of reporting news for news reporters and editors. It has enabled news reporters and editors to collect news within a short time and disseminate them. Many journalists share their content on social media so that everyone can know who is the content writer.

Industrial Convergence

A lot of big industries have been merged into one giant company to dominate the sector. For example, in the 1990s and 2000s, many media companies expanded their business interest and merged with other companies. In the 1990s, industrial convergence is the  Viacom-Paramount (1994) and Disney-ABC (1995). In the 2000s, the example of the biggest company merger is America On-Line (AOL) and Time Warner, Viacom-CBS (2000), NBC-Universal (2004). They took over the company to expand business in the media sector.

Textual Convergence

Textual convergence refers to the merging of printed media into online news media. For example, books and newspapers have been converted into social media-based writing and reading practices, also known as citizen journalism. Now anyone can contribute to the media industry by commenting on social media platforms. It is called textual convergence in media. Journalists are earning knowledge and improving themselves through convergence. Now journalists can view others’ content easily because of convergence. They are getting ideas and improving themselves. It allows them to learn more about the rule and regulations of generating media content. Media convergence creates a new way to interact between media practitioners and audiences. Readers comment to express their opinion. So, it allows for making interactive communication atmosphere.

Political Convergence

Convergence has managed to increase the similarity between political parties all over the world. It brings the similarity between political parties and policies inside the parties.

Characteristics of New Media

Audiences According to Don Tapscott (2008), new media audiences have the following characteristics:

  • New media audiences want liberty in everything they do—for example, freedom of choice to freedom of expression.
  • New media audiences love to customize, scrutinize, and personalize.
  • They look for corporate integrity and openness when deciding what to buy and where to work.
  • New media audiences want entertainment and play in their work, education, and social life.
  • They are collaborative and relationship generation.
  • Audiences are the innovators.

The characteristic of new media audiences has been formed because of social media availability.
In Conclusion, If someone asks me do I think convergence is important or not? I will answer: Yes, I think change is always good. Change is part of the natural adoption process that drives the communication industry. The problem will occur when we avoid change. So, we cannot avoid the pace of change.

Citation For This Article (APA 7th Edition)
Kobiruzzaman, M. M. (2022). Media Convergence Definition, Example Types & Elements. Newsmoor- Educational Website For Online Learning. https://newsmoor.com/media-convergence-example-elements-of-media-convergence-in-communication/

 

Gap Model of Service Quality- 5 Gap Model of Service Quality With Examples

Gap Model of Service Quality- 5 Gap Model of Service Quality With Examples. Gaps Model. Service Quality Gap Model. Service Quality Gaps. Gaps Model. 5 Gaps of Service Quality. Gap Model of Customer Satisfaction.

Gap Model of Service Quality

The gap model of service quality refers to the five gaps model that describes gaps in service quality of the organization’s customer experiences and service quality. In 1985, four scholars, namely A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry, introduced the gap model of service quality in the journal of marketing manuscript titled “A Conceptual Model of Service Quality and Its Implications for Further Research.” It is also known as the service quality gap model.

This model articulates the gap between customers’ expectations and the service provided by the organizations. It assists service-providing companies in identifying customer satisfaction in different stages of the service delivery process. The service quality will be high when the customers’ perception meets the expectation, but the quality is low when the customer’s perception cannot meet the expectation.

Gap Model of Service Quality- 5 Gap Model of Service Quality With Examples. Gaps Model. Service Quality Gap Model. Service Quality Gaps. Gaps Model. 5 Gaps of Service Quality. Gap Model of Customer Satisfaction.
5 Gap Model of Service Quality

Servqual Gap Model

SERVQUAL Model evaluates the gaps between clients’ expectations and perceptions of service quality with five major service dimensions: reliability, assurance, tangibles, empathy, and responsiveness. The Servqual model of service quality assesses the customers’ expectations and perceptions; therefore, many scholars call it the Servqual gap model. Hence, many service-providing companies utilize the gaps model to identify and improve the clients’ satisfaction. The Servqual gap model, also known as the five gap model of service quality, represents a customer-satisfaction framework. However, the Survqual model is also known as the five dimensions of service quality.

5 Gap Model of Service Quality

The 5 Gaps in Service Quality are
  1. Knowledge Gap
  2. Policy Gap
  3. Communication Gap
  4. Delivery Gap
  5. Customer Gap

5 Gap Model of Service Quality With Examples

Gap- 1. Knowledge Gap

The knowledge gap in service quality refers to the gap between customers’ expectations of the company and its action of providing that service. It identifies what customers want from the industry and what the company typically offers to the customers. This gap can grow if management doesn’t focus on the customer’s expectations thoroughly.

Many reasons can increase the knowledge gap, for example:

Firstly, the knowledge gap in service quality increases when the industry does not carefully focus on what customers expect. Secondly, the knowledge gap increases due to a lack of upward communication and customer interaction. Thirdly, the insufficient market analysis also raises the knowledge gap.

The additional reasons for increasing the knowledge gap:

  • Less focus on relationships.
  • Failure to understand customer complaints.
  • Lack of interaction between management and customer.
Example of the Knowledge Gap in Service Quality

The user of Netflix wants to see the upcoming movie trailers on the Netflix official website. However, Netflix shows only the movie list on the site without knowing the customer’s expectations.  So, Netflix would suffer this gap if it did not provide the upcoming movie trailers on the site. Netflix change management certainly fulfills the gap between customer perception and expectation in order to achieve competitive advantages.

Gap 2: Policy Gap

The policy gap is the difference between management perceptions of the customer needs and the translation of those perceptions into service delivery policies and standards. This policy gap appears because of the dissimilarity between what the customer wants and what management provides for the customers.

Many reasons can grow the policy gap, for instance:

Firstly, the policy gap in service quality rises when the company has an insufficient commitment to service quality. Secondly, the lack of task standardization extends the policy gap. Moreover, the lack of goal setting raises this gap.

The additional reasons for increasing the policy gap:

  • Shortness of customer service standards.
  • Inadequately described service levels.
  • Failure to continually update service level standards.
Example of the Policy Gap

Netflix will suffer from the policy gap if it uploads the upcoming movie trailers after releasing the movie. People want to watch the movie trailer before releasing the film. So, Netflix should be more responsive to the customers and commit to uploading the film trailer soon.

Gap 3: Delivery Gap

The delivery gap is the dissimilarity between the standard of the service delivery policies of the company and the actual delivery of the service. The delivery gap in service quality arises when the company cannot maintain the standard of products and services provided to customers. This gap may occur because of the communication gap, poor technology, and inappropriate supervisory on productions in the industry.

This gap occurs because of many reasons in the industry, for example;

Firstly, the lack of teamwork to deliver services or products triggers an increasing delivery gap. Secondly, the employee’s lack of knowledge about the product or service grows the delivery gap. Thirdly, the insufficient human resources extend this gap.

The additional reasons for increasing the policy gap:

  • Role ambiguity and role conflict are unsure of your remit and how it fits others.
  • Poor employee or technology fit – is the wrong person or system for the job.
  • Inappropriate supervisory control or lack of perceived control – too much or too little control.
Example of Delivery Gap

Netflix may experience this gap if it uploads a lower video quality film. The customers prefer to watch films with high-quality regulations like HDR. However, Netflix streams films with 4K at 2160p, which reduces the delivery gap.

Gap 4: Communication Gap

The communication gap refers to the difference between what the company advertises about the products and what the customer gets delivered. It occurs when the company cannot provide services or products according to the commitment. It is a very important dimension because it may lead to customer disappointment.

This communication gap occurs because of many reasons in the industry, including;

  • Over-commitment.
  • Lack of integration between communication and production department.
  • Inadequate communications between the advertising teams and the operations department.
Example of Communication Gap

Netflix may suffer this gap if it is unable to telecast the HDR video that it promised to offer. So, Netflix should not commit to customers if they cannot stream HDR video on the site.

Gap 5: Customer Gap

The customer gap is the difference between customer expectations and perceptions of the service. This customer gap might appear if customers cannot understand the importance of the services and products. The customer gap also arises when clients misunderstand the service quality. Many organizations are not conscious of this gap; therefore, they are losing many customers overnight.

Conclusion

The five gaps in the service quality gap model are Knowledge, Policy, Communication, Delivery, and Customer. The five gaps model of service quality is known as the Gap model. The gap model of service quality analyzes gaps and problems between organizations and their customers. Customer gratification will come out if the industry adopts the gap model diagram, which is a very important factor for continual improvement as well as the business. Therefore, the service provides industries like hospitals, hotels, restaurants, entertainment & recreational companies, and education and tourism agencies focus more on the gap model to improve customer satisfaction. For example, the Global Assistant Education Consultant concentrates on the gap model to gratify their prospective and existing customers.

5 Gaps Model of Service Quality or Servqual gaps model. The 5 Gaps of Service Quality are 1. Knowledge Gap, 2. Policy Gap, 3. Communication Gap, 4. Delivery Gap, and 5. Customer Gap.