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Purpose The rate of urbanisation in China has accelerated community heterogeneity, and yet it has also led to challenges and problems in community governance. This trend has been accompanied by the rapid expansion of information and communication technology (ICT) and online activities. Based on the example of Jiangqiao Township in Shanghai, this paper aims to probe the link between online participation using the internet and its impacts on social capital formation and community development. Design/methodology/approach A literature review was conducted, and a case study method based on quantitative data was applied to test the theoretical framework in the interactions of users’ online participation and perceptions of community governance. Findings Participation in an online community through the internet was found to foster new social capital. Distributed social capital had a positive impact on perceptions of governance at the community level, which was due to the resulting network density and social trust of the locality. Originality/value This study offers an expanded perspective on the impact of the internet on the behaviour of netizens in China in the context of community governance in new settlements and townships. During the COVID-19 pandemic, it is interesting to investigate how the use of mass communication channels, such as the internet and other digital platforms, affects social behaviour and generates new social norms. This study offers quantitative evidence from China to support the theory of Putnam (1993; 1995a). It thus extends beyond the field of sociology to the fields of public administration and urban development.