Citizens in Dialogue with Local Government: Communication Channels Preferences, Bots Readiness and Barriers of Acceptance
Purpose: This article aims to identify residents' preferences regarding communication channels with local governments, assess their willingness to use chatbots and voicebots in interactions with local governments, and identify the main barriers to accepting these tools. The analysis aims to identify areas in which new communication technologies can support the implementation of local government tasks. The study also allows us to determine citizens' expectations and concerns regarding automated forms of contact with local government. Design/Methodology/Approach: The article is theoretical and empirical in nature. The theoretical section reviews the literature primarily concerning local government communication and the use of bots in the public sector. The empirical section is based primarily on the results of a survey conducted among residents of Polish municipalities. The survey was conducted between June and September 2025 on a sample of 854 Poles aged 18 and over. The sample was randomly selected. The analysis primarily utilised descriptive statistics and correlation analyses. Findings: The results of the study indicate that residents' communication with local government remains strongly rooted in traditional channels; The most frequently chosen and most convenient forms of communication are in-person at the office and by phone, with digital channels serving a complementary role. Residents expect full online service, especially for repetitive and well-structured matters (e.g., submitting applications, checking status, local payments), while for more complex tasks, they prefer face-to-face contact. The office's chatbot is perceived primarily as a tool for providing simple information and sharing the status of a case, while a significant group of people declares a lack of interest in using it; the voicebot is met with even greater reservations. Reported barriers to the acceptance of new communication technologies primarily concern the quality and accuracy of responses, personal data security, and fear of losing contact with an office employee. Practical Implications: The results suggest that local governments should plan the development of digital tools within a multi-channel strategy, combining rather than replacing traditional channels with electronic ones, especially for matters requiring complex handling. Implementing chatbots and voicebots should primarily focus on simple information tasks and monitoring the status of issues, while ensuring an easily accessible path to contacting a staff member. Activities that build trust in new solutions and systematically evaluate the quality of responses and user experience are crucial. Originality/Value: The originality/value of this article lies in its empirical analysis of residents' preferences for communicating with local government, while also considering traditional communication channels and modern AI-based tools such as chatbots and voicebots. It also highlights perceived barriers to the acceptance of these tools in the context of local government. An additional value is the contextualization of the analyses in the context of local government in Central and Eastern Europe, which is relatively less represented in the literature. The obtained results can serve as a reference point for further research.