New Media's Effect on Customer Service

I am going to look at the effect's of New Media on Customer Service. I will Examine the pros and cons of New Medias approach on customer service and how it elates to overall customer satisfaction with companies who have implemented New Media ideas into their customer service processes compared to the companies who have chose to stick to a more "Old Media" approach to customer service. Is there a correlation between the two and if so is it positive or negative. I am looking to understand New Medias effect in areas that effect a large portion of the population without any option for the consumer if wanting to deal with a particular company.