SPACES Framework

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SPACES Framework
Businesses have been building communities for a long time, but the community was historically seen as a cost center. At most, the community was seen as a customer support channel or a marketing channel.

According to the SPACES model, social media primarily lies in engagement and success. Community management is a mix of responding and engaging with audiences to encourage engagement and fostering a healthy community, it's also used as a customer service tool to connect directly with customers in real-time. There are moments when your audience will create user-generated content, and the role of a community manager is to monitor and use those opportunities to share the brand story.

There are six main types of community management.

Support
Organizes members to answer questions for others to improve customer satisfaction
Product
Gathers feedback and insight from members to improve products and services
Acquisition
Drives new customers, leads and/or users through community experience or brand advocates
Contribution
Increases successful contributions of content, code, actions, or resources to a collaborative platform, project, or initiative
Engagement
Improved loyalty and retention through a community of common interests. May be external(customers), or internal(employees, vendors, alumni)
Success
Connects customers to share best practices to drive product adoption and customer expansion