Behind the Message: A City PIO’s Role in Building Public Trust With Illianna Milldrum
- Jennifer McPherson
- 1 day ago
- 3 min read
Illianna Milldrum is the Communication and Engagement Specialist for the City of Loveland Public Works Department, where she serves as a vital community link between city projects and the public by delivering timely, transparent information about government initiatives and infrastructure. In her nearly three years with the city, Illianna has contributed to Loveland’s award-winning communications efforts, supporting a municipality of over 75,000 residents and helping nurture a high level of community engagement and trust. Originally from Austin, Texas, she brings eight years of experience in communications, advertising, and event planning, and is passionate about leveraging both technology and authentic human connection within her work.
Here’s a glimpse of what you’ll learn:
[01:38] Illianna Milldrum shares her background and how she landed a role at the City of Loveland
[06:12] How Loveland’s underground infrastructure strategy prevents major outages
[07:29] Why over-communicating with the public builds trust
[10:24] When AI can help and when human touch still matters
[16:06] Why adaptability is critical in ever-changing government roles
[19:46] Actionable tips to overcome imposter syndrome and boost confidence
In this episode…
Every city project comes with noise — detours, dust, and frustration — but beneath it all is something deeper: trust. How do you communicate in a way that keeps a community informed without losing their confidence along the way?
For Illianna Milldrum, the key lies in remembering that communication starts with humanity. Drawing from her experience as a public-facing communicator, she explains that every project impacts real people, and the goal is to meet them where they are with honesty and presence. Whether it involves delivering hard truths early or simply showing up and listening, she’s found that transparency builds credibility, and ultimately, stronger community support.
In this episode of Own Your Next, Jennifer McPherson is joined by Illianna Milldrum, Communication and Engagement Specialist for the City of Loveland Public Works Department, to discuss building public trust through transparent communication. They explore balancing honesty with community expectations, managing communication during disruptive projects, and leveraging internal collaboration. Illianna also shares insights on using AI while keeping the human touch.
Resources mentioned in this episode:
Quotable Moments
“You know, these are real people; these are real businesses, and when you talk to them, it goes a long way.”
“It goes a long way when you give them the truth, when you say, ‘Hey, this is going to be rough.’”
“I always picture it as like myself or like, if this was happening to me, what would I want?”
“AI is like the rest of your team, right? It is your design, your social media management, and your campaign planning.”
“You still read the room; you still read the environment, things that AI can’t generate yet, that’s still your place.”
Action Steps
Lead with honesty in every communication: Being upfront about challenges builds credibility and helps communities prepare for disruptions with realistic expectations.
Treat every interaction as human-first: Recognizing the real people behind complaints fosters empathy, which strengthens trust and long-term relationships.
Over-communicate rather than under-communicate: Frequent updates reduce confusion, prevent frustration, and ensure stakeholders feel informed and included throughout projects.
Leverage your team and ask for help: Collaboration maximizes limited resources and allows communication efforts to scale more effectively across departments.
Use AI as a support tool, not a replacement: While it boosts efficiency, maintaining a human voice ensures messaging remains relevant, nuanced, and trustworthy.
Sponsor for this episode...
Chickenango helps brands connect with their communities through thoughtful, strategic communication.
Specializing in public engagement, branding, and messaging for sectors such as transportation, infrastructure, energy, and government, Chickenago turns complex projects into stories people can understand and care about.
With decades of industry experience, their team builds trust through authentic storytelling and genuine collaboration.
Discover how they’re making a difference at chickenango.com.
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