Behind the Message: A City PIO's Role in Building Public Trust With Illianna Milldrum

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.  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.