Citizen Media is a digital media agency that helps companies harness the power of social media to connect with customers and increase profits. They use a 6-phase process: 1) Discovery to analyze a brand's online presence, 2) Strategy to craft a social media plan, 3) Implementation to set up platforms and content, 4) Activation to start conversations, 5) Campaigning to generate buzz, and 6) Measurement to track results and optimize campaigns. The goal is to create an authentic dialogue between brands and audiences to raise awareness, loyalty, and return on investment.