Digital neighbourhood moderation: online community safety and the role of Facebook group moderators in Queensland, Australia

Abstract

Purpose – The convergence of digital technologies and local public safety practices has led to the emergence of Facebook-based community groups as informal but influential platforms for neighbourhood governance. Group administrators and moderators are increasingly central to managing online safety, yet their roles remain under-examined. This paper presents findings from Phase 1 of a four-phase study that investigates the roles, responsibilities and challenges faced by Facebook group moderators in Queensland, Australia. Being a preliminary examination, this study aims to understand how these individuals contribute to digital community safety, manage misinformation and interact with formal policing structures. Design/methodology/approach – A mixed-methods survey was conducted with 65 moderators overseeing 61 neighbourhood Facebook groups across Queensland, Australia. The survey gathered quantitative and qualitative data on moderator practices, challenges and perceptions of their role in community safety. Findings – Findings indicate that moderators function as digital first responders, juggling content moderation, community expectations and unpaid workloads. Key challenges include the spread of misinformation, low digital literacy among group members and the absence of formal guidance from authorities. In spite of these obstacles, this study reveals opportunities for collaboration between moderators and the Queensland Police Service to foster trusted, resilient digital spaces. Practical implications – This paper offers recommendations for police forces, digital platform stakeholders and local policymakers to strengthen collaborative frameworks and improve digital community safety infrastructure. Moderators are emerging as a new civic layer in the governance of community safety. Structural support, targeted training and formal partnerships are essential to sustain their effectiveness in digital neighbourhood governance. Originality/value – This paper presents findings from Phase 1 of a four-phase study that investigates the roles, responsibilities and challenges faced by Facebook group moderators in Queensland, Australia. Being a preliminary examination, this paper aims to understand how these individuals contribute to digital community safety, manage misinformation and interact with formal policing structures.