What is ‘the broken windows theory’? And does it apply to community management?

Community TheoryCommunity StrategyCommunity ManagementModeration

12 Jan

What is the Broken Windows Theory?

The Broken Windows theory is a fascinating one. It’s not without its critics, but it can be applied to community building.

Developed by social scientists James Q. Wilson and George Kelling in the 1980s, the theory suggests that visible signs of anti-social behavior and crime such as littering or breaking windows encourages further crime and disorder in urban environments.

One main idea the theory proposes is that by addressing acts of disorder, it can help prevent the same crimes or potentially more serious crimes happening in an area.

The analogy is that if vandalised and broken windows are not repaired, more windows will get broken, and eventually other crimes will occur at the property.

My family will testify that if I see a crisp packet or discarded bottle on our street, a park or a beach, I will pick it up and put it in the nearest bin, or take it home.

Not only does litter really bother me, I am mindful of The Broken Windows Theory. If people see litter around them, then it’s much easier for them to discard their own without thinking.

A short story about Walthamstow’s Pink Dog Poo Avenger

I’ve seen some brilliant action from my neighbours to counter anti-social behaviour in my local community in East London.

Full ‘props’ to the anonymous ‘Pink Dog Poo Avenger’ who regularly sprayed nature-safe paint pink circles and put flags next to dog mess left in a local park by a thoughtless minority of dog owners.

After a few weeks of spraying and flagging, a minority of dog owners got the message that dogs toileting next to a children’s playground wasn’t community spirited.
The volume of poo radically reduced.
We still don’t know who the Pink Dog Poo Avenger is. Not all heroes wear capes.

How can the Broken Windows theory apply to community building?

The Broken Windows theory is not without its critics. In urban environments there are complex social dynamics at play.

The theory doesn’t begin to look at the complex causes behind criminal acts. Some have applied it to create zero tolerance approaches to crime. But the fundamental principles are still worth thinking about as a community manager.

The theory could apply to online communities in a few ways:

Just like dog fouling, if toxic or antisocial content is allowed to remain visible in a community, it signals that this type of behaviour is tolerated. It may encourage more of the same from others.

If rules against harmful content in a community are not enforced, it sends the message that there are no real consequences. This removes a deterrent against further harmful behaviour.
If community members are passive bystanders when antisocial behaviours occur it could indicate that you have some problems within your community that might need fixing.
Perhaps community members do not feel empowered to call it out. Perhaps they don’t fully trust in the community moderation process or, unlike our local park, perhaps members don’t value the community space or can’t empathise with the needs of others.
On the other hand, if minor issues and toxic behaviour are dealt with quickly, it establishes norms and expectations in a community and can build trust.
If there are simple ways in which community members can raise the alarm and report things, then you are creating a trusted space.

The Broken Windows theory suggests that online communities should address minor acts of "disorder" to establish a trusted and safe space order and prevent more serious issues from developing over time.

However, it's an idea that may oversimplify complex social dynamics in communities.

What are your thoughts?

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Photo by Harry Grout on Unsplash