What actually makes people trust you?

It’s not your campaign budget—it’s your willingness to be real.

Author

Dana Berchman
June 16, 2025

In partnership with

Oh, hi!

Want to know a secret? Perfect cities don't exist. (Shocking, I know.) But here's the thing: your residents don't actually want perfection. They want honesty, humanity, and yes—even humor.

Real Connection > Perfect Messaging

On the latest episode of the Oh, hi! Stories podcast, I sat down with Kristy Dalton, founder of Government Social Media, to talk about what actually builds trust between governments and the people they serve.

Spoiler: it’s not perfectly polished press releases.

[Listen on iTunes | Spotify | Amazon]

One of my favorite moments? When Kristy told the story of a very crooked Christmas tree that the City of Reno shared on social media. Instead of backlash, the post drew laughter, warmth, and—most importantly—connection.

“It was a moment of realness, which I think we struggle to find, especially when government communicates... Government isn't an exception to how the world works and how we communicate.” — Dana Berchman from the Oh, hi! Stories podcast

That moment didn’t go viral because it was perfect. It worked because it was human.

Engage Before the Crisis Hits

I learned this firsthand in Gilbert, Arizona: When we engaged residents consistently during "blue sky" times, they trusted us when emergencies arose.

❝

“You build community connections in peaceful times so they're strong when crises hit.”

Kristy Dalton from the Oh, hi! Stories podcast

Why Social Media Isn't a Junior-Level Job

Let's end the myth right now: managing your city's digital presence isn't just "sitting on Twitter." It's tough, strategic, 24/7 work. If you don't respect it as skilled labor, your residents won't respect your message.

How does your organization handle social media?

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Thanks for reading,

— Dana

🎤 Want me to speak at your next event?
From virtual keynotes to in-person workshops, I partner with city teams, associations, and organizations to talk about what’s next in digital engagement, citizen experience, and government storytelling.

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