Roger-Luc Chayer (Image: AI / Gay Globe)
I waited until the end of 2024 to share with you the behind-the-scenes of managing Facebook pages, something I have been doing for quite some time now. Sometimes, appearances can be deceiving: managing conversations, topics, and the emotions sparked by posts is far from simple. In my case, this involves a community of over 250,000 members.
First of all, it’s important to know that I manage groups totaling nearly 50,000 members across several Facebook pages, such as Village Montréal, the LGBTQ+ Group of France, and the LGBTQ+ Group of Belgium, to name just a few. Each group has its own dynamics, its culture, and the activities of one often have little in common with those of another, even though the shared focus remains our LGBTQ+ communities. I am also an active contributor to pages with around 200,000 members, primarily in Quebec, Canada, and Europe.
Fair Rules for All
One of the most challenging aspects to convey to both existing and new members is the importance of accepting all the rules as a condition for joining and participating. The reality is that 99% of new applicants don’t read the rules or take the time to accept them. Consequently, I often have to refuse their requests before even reading their introductory message. It’s a matter of logic: if you can’t take the time to read the terms, I won’t take the time to read your request.
Once the rules are established and accepted, they still need to be enforced. Social networks are like jungles, where some people seem to think anything goes. Proper moderation, however, can safeguard a group’s overall atmosphere.
We all know Facebook groups where admins and moderators never step in, all in the name of a so-called freedom of expression that should not be restricted. This approach is absurd. Such groups are perpetually embroiled in conflicts: members exchange insults, issue threats, or attack each other’s reputations without even knowing one another. The result? Many people leave these spaces because the verbal violence becomes unbearable.
With effective moderation, these dramas can be avoided. That’s what I strive to do. It requires daily vigilance—just a few minutes here and there—but it’s essential for maintaining a courteous and respectful environment. It also allows members to engage in meaningful discussions on topics they care about.
Too Much Talk Can Hurt Communication
Unfortunately, as in society at large, there are people who talk too much, feel the need to comment on everything, and believe they are on a mission to educate others about subjects they know nothing about. These behaviors are toxic, and it’s crucial to identify them quickly.
For instance, take a woman in France who recently decided to comment on one of my posts about Montreal. In my message, I provided examples of how Montrealers adapt to harsh winters. I mentioned the underground city built in the 1960s, block heaters used to help cars start in the cold, and the difference between -25°C and wind chill temperatures, among other things.
This woman, who clearly knew nothing about Quebec, felt compelled to impose her version of the truth. She commented on my post, claiming it was false to describe Montreal as having an underground city, asserting it was nothing more than a large shopping mall like those in Europe. She also claimed I had invented the concept of block heaters, stating they didn’t exist, mocked the term « wind chill, » and went so far as to insult me, accusing me of trying to deceive readers.
However, all Quebecers are familiar with Montreal’s underground city, which spans tens of kilometers, connecting the metro system to hundreds of residential and commercial buildings, restaurants, and performance venues. Block heaters are also common in Quebec; those without one know how essential they are for starting their cars in freezing weather. As for wind chill, formerly known as the wind factor, it is a well-documented reality. For example, -15°C can feel like -25°C due to wind chill. This perceived temperature is what determines the risk to exposed skin and the level of heating required for homes.
Taking Action Against Toxicity
Because of this individual’s combative comments, I had to apply the strictest group management rules. I posted a correction to refute her claims and removed her access to the group. Her presence was toxic and served no purpose other than to sow doubt about other members’ posts without contributing anything constructive.
Moderation Done Right
Situations like the one described above occur 10 to 15 times a day. Sometimes I catch these messages before they’re published, allowing me to intervene promptly. Other times, it’s the members who report inappropriate or offensive posts. I always act as quickly as possible to delete such messages and revoke access for those behaving inappropriately. This vigilance is what makes the groups under my management safe and pleasant spaces for discussion. Over time, these efforts have paid off, and inappropriate posts have become increasingly rare.
This, to me, is what a Facebook group should be.