East Java PR Introduces 'Triangle Shield' Strategy to Build Public Trust in the Digital Age

The Head of Public Relations for the East Java Provincial Government, Zainal Muttaqin, has introduced the ‘Triangle Shield’ concept as a new strategy to strengthen public communication and maintain public trust amidst the rapid development of digital technology and Artificial Intelligence (AI). The idea was presented by Zainal while speaking at the Indonesia Government Public Relations (IGPR) Summit 2026 in Mataram, West Nusa Tenggara, which took place from 27 to 29 July 2026. The national forum, themed ‘Government Public Relations in the Digital and Artificial Intelligence Era’, was attended by government PR practitioners from various ministries, agencies, regional governments, and universities across Indonesia. ‘AI can be the engine, but humans must remain the compass. Public trust is not built by algorithms, but by honest, consistent, collaborative, and humanising communication,’ Zainal asserted. He explained that the Triangle Shield concept consists of three main pillars: Pentahelix PR, the SAKTI Framework, and Humanistic PR. These three elements are designed to complement each other as a foundation for government public communication that is adaptive to technological developments without neglecting human values. According to him, Pentahelix PR emphasises the importance of collaboration between government, media, academia, the business world, and the community through stakeholder mapping, listening to public aspirations, building engagement, collaborating, and conducting joint evaluations. Meanwhile, the SAKTI Framework serves as a framework for strengthening the competence of PR human resources, promoting the values of being Responsive (Sigap), Accurate (Akurat), Credible (Kredibel), Transparent (Transparan), and Inclusive (Inklusif). This work culture begins with listening, verifying information, constructing narratives, distributing messages, responding quickly, and conducting continuous evaluation. The Humanistic PR approach places empathy at the core of government communication services. Zainal also highlighted the role of AI, which is considered capable of assisting government PR in issue monitoring, data analysis, and rapid content production. However, he noted that artificial intelligence will never replace the ethics, integrity, and moral responsibility of a PR practitioner. In addition to presenting the Triangle Shield concept, Zainal shared various best practices implemented by the East Java Provincial Government, including strengthening stakeholder mapping, the SAKTI work culture, developing listening and early warning systems, orchestrating narratives across regional apparatuses, applying ethical AI usage, and measuring public trust levels as an indicator of government communication success. The Rector of UIN Mataram, Prof. Dr. TGH. Masnun Tahir, described the IGPR Summit 2026 as a strategic momentum positioning Lombok as the epicentre of Indonesian Government Public Relations through collaboration between government, universities, media, professional organisations, and all stakeholders. Concluding his presentation, Zainal expressed hope that the IGPR Summit 2026 would give birth to a new paradigm for Indonesian government PR that is increasingly adaptive to technological developments while still prioritising integrity, empathy, collaboration, and public interest. ‘Speed of information is indeed important, but public trust is far more important. Therefore, the main task of government PR is to ensure that every technological innovation always goes hand in hand with integrity, empathy, and public interest,’ he concluded.