Abstract
In the face of rapid social and technological change, libraries are forced to adapt to remain relevant and in demand. This requires not only updating collections and introducing new services, but also a deep understanding of the needs of diverse user groups. This is where the role of the facilitator comes to the fore – a specialist whose job it is to create a favorable environment for communication, learning, and collaboration. They act as a bridge, helping to overcome barriers that arise both between visitors of different ages and social backgrounds, and within a team comprised of specialists with diverse expertise and perspectives.
This article explores the role of the facilitator in library practice in Kazakhstan, focusing on working with age-diverse audiences and multidisciplinary teams. The purpose of this article is theoretical understanding and empirical confirmation of the importance of the role of the facilitator in the context of the transformation of library activity. The research is aimed at identifying specific challenges and opportunities related to the age and cultural diversity of the audience, as well as at analyzing the mechanisms of successful functioning of interdisciplinary library teams.
The authors used a mixed methodology: semi-structured interviews, focus groups, observation, case analysis and questionnaires. The results show that facilitators successfully adapt programs to age groups by applying J.Heron’s facilitation modes: hierarchical for children, cooperative for adults, and autonomous for older adults. In multidisciplinary teams, facilitators using A. Mindell’s process-oriented approach effectively manage conflicts and contribute to the success of projects such as digital archives.
The study highlights facilitators’ contribution to achieving the United Nations Sustainable Development Goals (SDGs) (Goals 4 and 10) and provides recommendations: developing facilitation training, adapting materials for older users, and introducing artificial intelligence (AI) for program personalization. Gaps, such as the limited attention to rural libraries, require further investigation.