By Ryan Cohn
Sachs Media

Local governments are on the brink of a new era, with artificial intelligence (AI) poised to drive transformative change.

During my recent presentation at the Florida League of Cities Annual Conference, I shared a Steve Jobs quote from the 1980s about the PC being a “bicycle for the mind,” a tool that enhances our capabilities much as a bicycle amplifies our mobility. But as I explained, if the PC is a bicycle, then AI is a rocket ship, propelling us to new heights far beyond what we could achieve on our own.

As municipal leaders, you stand at the launch pad of this new era, where AI could redefine how we serve our communities – making operations more efficient, communications more effective and services more personalized. However, harnessing AI’s potential requires thoughtful consideration of public perception and trust.

So, what do Floridians think about AI in local government?

In August, Sachs Media surveyed 950 Florida voters. The results, representing a cross section of the state’s population (with a ±4.3% margin of error), provide a clear snapshot of public opinion on this critical topic.

KEY FINDINGS

Floridians are ready for AI – Are you?

A growing number of Floridians are using AI in their daily lives. Over half (53%) have used AI for auto-replies, such as accepting AI suggestions for email or text message replies, and 41% have tried generative AI tools for tasks such as text generation and fact-finding. Adoption is even higher among younger respondents (under age 45), with 65% using generative AI.

Those familiar with generative AI tend to be more optimistic about its potential. This finding indicates that as familiarity grows, the public will become increasingly ready for AI-driven innovation in local government.

AI has endless possibilities.

Floridians see significant potential for AI in local governance, with two-thirds (66%) believing it could enhance one or more functions. Top areas where AI could make a difference include transportation and infrastructure, education and workforce development, and communications and constituent services. Respondents also view AI as a way to make government more efficient by reducing bureaucracy, enhancing communication and optimizing infrastructure planning.

AI isn’t just a buzzword; it’s a powerful tool that can help local governments deliver on their promises more effectively and efficiently.

Elected officials are the champions of AI.

The public craves trusted leadership on AI and expects elected officials to embrace that role. A resounding 77% of Floridians think it’s very important for officials to educate themselves and the public about AI’s capabilities and limitations. Additionally, 61% think officials should lead in promoting responsible AI use in their communities.

Floridians also don’t want their cities to fall behind technologically, with 63% saying it’s important for local governments to invest in AI technologies over the next five years. This is your moment to lead, innovate and inspire confidence in the transformative power of AI.

There is distrust and skepticism.

While many Floridians are optimistic, nearly all (96%) have at least one concern about AI in local government. Top worries include potential bias in AI systems, privacy and data security concerns, job displacement, and the risk of losing genuine connections with constituents. Additionally, 72% of Floridians fear that AI-driven misinformation could affect the 2024 elections, including 45% who predict it will change the outcome of some races. As we integrate AI into government operations, these concerns underscore the need for transparency and ethical oversight as well as a commitment to building public trust. (See article about risks below.)

The message from Floridians is clear: AI is here, and it’s up to us to shape its role in local government. Whether you are crafting clear messages, addressing public concerns or fully realizing AI’s potential, a thoughtful strategy will help you lead confidently as AI continues to reshape local governance.

To learn more about artificial intelligence and how it can help your city, download the presentation at the Florida League of Cities Annual Conference hosted by Ryan Cohn, Partner and Executive Vice President at Sachs Media.

Ryan Cohn is Executive Vice President and a Partner at Sachs Media, Florida’s strategic communications and public affairs firm for high-stakes challenges.

LEVERAGING AI IN CITY COMMUNICATIONS: WARNINGS AND TIPS FOR CITY OFFICIALS

By Erika Branchcomb
Florida League of Cities

Artificial intelligence (AI) offers significant benefits for city communications by enabling streamlined processes and more efficient resident engagement. However, it also introduces risks that require careful management. Like many tools, the resulting communication is based on what you give it to work with. Be aware of the risks, and remember it is using the internet for reference, which does not always provide true or accurate information.

Consider these suggestions:

Understand AI’s limitations.

AI tools, such as chatbots and automated systems, rely on data, which can be outdated or biased, potentially leading to misinformation or incorrect guidance. For instance, some search data may be current, but platforms may have different “knowledge cutoff dates,” meaning they may have limited knowledge of events past those dates.

Tip: Establish a dedicated team to monitor AI implementation. This includes prompts (your directions to the AI) and clear parameters for searches (specific dates, websites to include/not include, etc.)

Promote transparency.

Transparency is critical in AI interactions. Residents need to know when they are communicating with an AI tool rather than a human. Misleading the public can damage trust and undermine a city’s credibility.

Tip: Clearly disclose AI usage during interactions, such as on websites or through disclaimers, and provide options for human assistance. Consider using the byline “Written and prompted by: [name].”

Protect data privacy and security.

AI tools require access to data, some of which may be sensitive. Protecting this data is crucial to prevent breaches and maintain public trust.

Tip: Implement strong encryption, and regularly update security protocols. Ensure AI systems comply with federal, state and local privacy laws and standards.

Address bias and ensure fairness.

AI systems can inadvertently reflect biases in their training data, potentially leading to unfair or discriminatory language or images in city communications.

Tip: Regularly audit your communications for any bias, and train AI on diverse data sets representing the community. (One of the best ways to train AI is to include samples of the data in your prompts.) Keep open communication with community groups so they know whom to contact if they identify biases.

Maintain human oversight.

AI can handle routine tasks but lacks the judgment needed for complex decisions. Over-reliance on AI could lead to inappropriate responses, especially in sensitive situations.

Tip: Balance AI automation with human oversight. Establish protocols for when human intervention is necessary.

Prepare for failures.

AI systems can produce unexpected outcomes or fail, particularly in scenarios for which they are not designed. This may include emergency situations, crisis communications and issues that are highly nuanced. Such failures can have serious implications, especially in emergencies.

Tip: Develop contingency plans for AI failures. Train staff to identify and address AI errors quickly.

Engage with the community.

AI should enhance, not replace, human interaction in city communications. Engaging the community and gathering feedback helps refine AI tools to better meet public needs.

Tip: Regularly solicit feedback from residents on their AI experiences. Use this feedback to improve AI tools, and host forums to discuss AI usage.

While AI presents valuable opportunities for city communications, it also introduces challenges that require a careful approach. By understanding AI’s limitations, promoting transparency, safeguarding data, addressing biases and maintaining human oversight, cities can leverage AI effectively while minimizing risks. Following these guidelines will help Florida League of Cities members use AI ethically and enhance community engagement, which will maintain public trust in the process.

Erika Branchcomb is a Senior Communications Specialist with the Florida League of Cities.