Narrative Gaps in CSR Communication: From Compliance to Conversation in Indonesian SOEs

Lenie Okviana, Ismi Dwi Astuti Nurhaeni, Pawito Pawito, Andre Noevi Rahmanto

Universitas Sebelas Maret (Indonesia), Gunadarma University (Indonesia)

Corporate Social Responsibility (CSR) communication in Indonesian state-owned enterprises (SOEs) remains strongly influenced by regulatory compliance, often prioritizing formal disclosure over dialogic engagement. This study examines the narrative gaps in CSR communication through the case of PT Telkom Indonesia, the country’s largest digital and telecommunication SOE. Using critical discourse analysis (CDA) of Telkom’s Annual Reports (2023–2024), the research identifies how compliance-driven narratives intersect with broader sustainability claims and stakeholder expectations. The findings indicate that Telkom’s CSR is framed around regulatory obligations, Sustainable Development Goals (SDGs), and Environmental, Social, and Governance (ESG) initiatives, including flagship programs such as GoZero and EXIST. These narratives emphasize accountability and innovation but remain largely symbolic and top-down. Despite the extensive use of digital channels, communication strategies function primarily as promotional tools, offering limited space for stakeholder dialogue. This creates a narrative gap between the company’s intended messages of sustainability and inclusion and the public’s demand for transparent, participatory engagement. The study contributes to legitimacy theory by showing how compliance-based CSR secures pragmatic legitimacy but fails to achieve deeper moral and cognitive legitimacy. Practically, it underscores the urgency for SOEs to transform CSR communication from compliance to conversation, strengthening trust, corporate reputation, and stakeholder relations in Indonesia’s evolving digital society.

Article link: https://www.asianinstituteofresearch.org/JSParchives/narrative-gaps-in-csr-communication%3A-from-compliance-to-conversation-in-indonesian-soes-