Blog by EuroCities: “Digitalisation has made it easier than ever to share information. And just as easy, to spread falsehoods. Cities are now facing the consequences as disinformation undermines public trust.
Local governments are often the first to feel the impact of misinformation, from confusion over public health advice to growing scepticism toward official information online. But as the level of government closest to citizens, and the one they trust the most according to the 2024 OECD Survey on Drivers of Trust in Public Institutions, cities are also in a strong position to respond. Across Europe, they are finding practical ways to strengthen transparency, improve communication, and help citizens navigate the digital world with confidence.
The trust crisis
False information spreads quickly through social media and online platforms. It fuels polarisation and confusion, and makes people question not only what is true, but who to trust. For local governments, this has a direct impact: if citizens lose confidence in their city’s information, services or institutions, democracy itself becomes weaker.
“Trust is fragile and being tested every day by the spread of misinformation,” said Sophie Woodville, Digital Programme Manager at Bordeaux Métropole. “We need to protect and strengthen that trust by rethinking how we deliver services, engage with citizens and build ecosystems that are transparent, inclusive and resilient.”
Cities’ proximity to citizens allows them to respond faster than national governments and to adapt messages to local realities and communities…
City representatives shared how misinformation takes shape at the local level.
In Ghent, false rumours during the Covid pandemic, from vaccine myths to confusion about lockdown rules , spread through neighbourhood networks and community groups. The city responded with clear, multilingual messages and direct outreach through schools, community influencers, and even printed flyers in eight languages.
“We chose not to attack the disinformation,” explained Mieke Hullebroeck, General Manager of the City of Ghent. “Instead, we built a communication strategy that was fair, transparent and clear, both internally to our staff and externally to our citizens. We made our messages as accessible as possible, using images and icons so that everyone could understand them.”
In Helsinki, misinformation has also taken new forms. “The amount of misinformation online multiplied during Covid, and we are still struggling with its effects,” said Jasmin Repo, Senior Advisor for Data Policy at the City of Helsinki. “Just recently, a deep fake video featuring a government official went viral. The quality of these fakes is improving so fast that it’s getting harder to know what is real. Combatting this requires not only digital skills, but critical thinking and understanding.”..(More)”.
