Monash research helps bridge communication gaps in multicultural communities in City of Casey

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The City of Casey is one of the most populous and culturally diverse local government areas in Victoria. A new study from Monash University, investigating how multicultural groups in the council area prefer to receive communications, has found that accessibility and plain language are key to overcoming information barriers for local residents.

Conducted between November 2025 to May 2026, researchers evaluated communication needs and preferences from community members across 15 different language groups.

The study combined an online survey of younger, digitally literate English speakers with community focus groups, supported by interpreters, targeting older residents and those with limited English. The findings revealed a clear divide: while younger residents prefer concise email and SMS updates in plain English, older residents depend heavily on trusted local "cultural connectors", community hubs, and everyday messaging platforms like WhatsApp and WeChat.

Lead researcher, Dr Lucas Santos, said the research found that Casey’s multicultural communities trust their Council; however they faced language and technology barriers in accessing the right information.

“We found that accessibility, not credibility, is a significant barrier for these communities. For those who had limited or no English language provision, they were missing out on crucial information from the Council, instead relying on community channels. For others who were digitally connected and confident in English, they simply didn’t know where to find the information they needed.”

To address these barriers, the report outlines five key actions for council communications:

  • Simplify information pathways, making information easier to find and written in plain English
  • Match communication channels to community preferences, not only relying on digital channels
  • Build organisational capacity to embed and disseminate Council information through community hubs and connectors
  • Develop and strengthen community capacity through training modules for cultural connectors
  • Design engagement around existing facilities and community need

The City of Casey will use the report’s insights to reshape its community engagement strategy, moving beyond standard translations to build direct connections with its diverse population.

Shannon Maynard, Manager of Connected Communities, City of Casey, said the research looks beyond translations and how communities actually prefer to receive information, providing valuable insights for Council to communicate and engage with Casey's multicultural communities more effectively.

“As one of Victoria’s most culturally and linguistically diverse municipalities with over 140 different languages spoken, it’s important that we understand how different communities access and engage with council information, and the barriers that can make this more difficult,” said Ms Maynard.

“Making information easier to access and using preferred channels isn't just about communication, it's about helping people participate in community life. When people know what services, programs or events are available to them, they will have more opportunities to get involved, build connections, and benefit from the social and health outcomes that come from participating in community life."