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.
How misinformation manifest locally
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.”
In Manchester, the challenge is just as tangible. “When false information spread online about a violent incident, it sparked riots and hate speech across the city,” recalled Sherelle Fairweather, Digital Strategy Lead for the City of Manchester. “It started on social media and chatrooms, and it became clear how quickly online rumours can cause real-world harm. We had to think: how do we support people who are at risk and rebuild a sense of safety in our communities?”
Manchester’s response has focused on long-term engagement and trust-building. Initiatives such as the ‘People’s Panel for AI’ bring residents directly into discussions about how technology should be used in public services. “Trust in us as local authorities has been a challenge because people don’t always see what they get back when they engage with us,” said Fairweather. “The People’s Panel treats residents as consultants. They tell us what works and what doesn’t, and we design our services around their experiences.”
Designing services that build trust
For many cities, the best way to fight disinformation is to strengthen trust from within: by making public services easier to use, more transparent, and more human.
“Putting people first, not systems, is where it starts,” said Hullebroeck. “We’re moving towards human-centred design, working with users from the very beginning, based on their actual experiences and needs. It’s about simplicity and openness, explaining how systems are built, how data is used, and making sure people can understand and access what the city offers.”
Ghent follows a “digital first, not digital only” approach. Digital tools are offered as the main option, but never the only one. Services are co-designed with citizens and civil society to ensure they work for everyone. The city is also testing proactive services that use data responsibly to automatically allocate benefits, so residents do not miss out on support they are entitled to. “We want to use data smartly and legally,” added Hullebroeck, “so that people don’t have to apply for rights they already have.”
In Helsinki, proactive and data-driven services are also taking shape. “We can use algorithms to identify when people might need help, for example, inviting those at risk of illness to see a doctor,” said Repo. “But that also means being very clear about how we use people’s data and what their rights are. Citizens need to understand and trust these systems.”
In Manchester, technology is only part of the answer. “You can’t build trust with tech alone,” said Fairweather. “It’s about relationships, staying close to communities, working with the organisations they already trust, and making sure we keep consistency in how we engage with them.”
Working together for a common European approach
“Through our work in the Eurocities Digital Forum, we’re building solutions together, sharing what works, learning from each other, and helping cities apply EU legislation like the AI Act or the Data Act in ways that make sense for their citizens,” explained Woodville.
Repo agreed that cooperation is essential. “We need consistency and clarity on how to apply European legislation,” she said. “Cities are directly affected by these rules, but we’re often left to interpret them alone. More dialogue between EU policymakers and cities would help build a common digital culture across Europe.”
Under Ghent’s new presidency of Eurocities, cooperation across policy areas, from mobility to social inclusion, is a central goal. “Digital technologies affect everything we do as a city,” said Hullebroeck. “We can’t deal with them in silos anymore. That’s why we’re opening up city hall, bringing in advisory boards and involving residents, especially young people, in decision-making from the very beginning.”
Lessons for the future
The discussion took place at the Smart City Expo World Congress in Barcelona, during the Eurocities thematic roundtable “Cities on the Front Line: Protecting Democracy from Online Disinformation.”
Three main lessons emerged from the session. First, cities are showing that human-centred design is the foundation of trust: services must be inclusive, accessible, and built around people’s real experiences.
Transparency is equally essential. Citizens need to understand how data is used and how decisions are made if they are to trust digital systems. And finally, collaboration remains the thread that ties it all together. Whether through partnerships at the local level or shared learning across Europe, cooperation allows cities to face common challenges and strengthen democracy together.
As Woodville concluded, “Building trust is something you have to do every day. The digital divide won’t close itself. We need sustained effort, openness, and cooperation to make sure everyone can take part in the digital future.”
Cities are continuing this work through Eurocities and its partner networks, including CC4DR and Living-in.EU. Together, they are building a more inclusive digital culture, one where citizens can participate confidently, knowing their voices and rights are protected.
