Foreword 3

Acknowledgements 4

Reader’s guide 8

Executive summary 10

1 Digital disruption: How technology keeps reshaping how societies connect 12

  1.1. The rise of algorithms and new information intermediaries: How a decentralised news ecosystem is redefining how people receive information 17

  1.2. New patterns of engagement with news and information are complicating the task of connecting with citizens 22

  References 30

  Notes 33

2 The evolution of institutions’ online presence 34

  2.1. New strategies for new platforms: Adapting to reach citizens on social media 37

  2.2. From reach to depth: Alternative digital formats for sustained engagement 44

  2.3. Partnerships and co-creation: Connecting with audiences across fragmented communities and online spaces 46

  References 50

  Notes 54

3 Emerging applications of AI in public communication 55

  3.1. How government communication teams are adopting and reacting to AI 57

  3.2. Scaling trustworthy AI in public communication 65

  References 70

  Notes 73

4 A roadmap for reform: Equipping government communication to succeed in the age of algorithms 74

  4.1. Setting the agenda: Key priorities for reform in the age of algorithms 75

  4.2. Managing continuous transformation: Building agile and innovative communication teams 79

  4.3. Investing in the foundations: Strengthening the communication function as a lever for government delivery 87

  References 95

  Notes 97

Annex A. Compendium of selected OECD countries’ practices to reform government communication 98