Kayla Dale

1:15 p.m.–2:00 p.m. PT — Thursday, April 23, 2026

Building and Maintaining Public Trust Online That Translates to In-Person Connection

Public Information Officers play a critical leadership role in shaping how a department is viewed, trusted, and supported by the community. This session focuses on the PIO’s responsibility to tell the department’s story clearly, consistently, and authentically, across both digital platforms and face-to-face interactions.

Participants will explore how effective communication reinforces the department’s mission, vision, and values, ensuring they are not only shared with the public but also demonstrated through everyday actions and messaging. The presentation examines how trust is built before emergencies occur, how it is tested during incidents, and how PIOs can help ensure their agency’s words and actions remain aligned with the community.

Through practical examples, this session highlights leadership-driven strategies for transparency, credibility, and relationship-building. Attendees will gain tools to strengthen public confidence online, at community events, during incidents, and in routine interactions, so the department’s message is consistent, understood, and trusted wherever the public encounters it.