Purpose This study addresses the lack of a theoretical framework explaining how public libraries translate digital connectivity into substantive social inclusion, aiming to construct a middle-range theory of this process. Design/methodology/approach Guided by a theory-building paradigm, this research employs an interpretive, multiple-case comparative design. Following principles of theoretical sampling and maximum variation, six in-depth case studies of public libraries across the Global South and developed nations were conducted. Data from policy documents, academic literature and institutional reports were triangulated to enable inductive, cross-case thematic analysis and theoretical abstraction. Findings The study constructs the empowering intermediation theory. It posits the public library as an institutional composite intermediary, operating through four synergistic mechanisms – resource bridging, skill transforming, contextual adapting and trust catalyzing – that transform external resources into community capabilities. Practical implications The theory provides a systemic roadmap for designing and evaluating digital inclusion services, moving beyond a project-based mindset toward mechanism-aware practice, which provides practitioners with a clear framework to move beyond isolated projects and guides the design and evaluation of digital inclusion services by focusing on how these core mechanisms work together to create a deeper impact. Social implications The framework articulates the indispensable role of libraries in bridging digital divides and promoting social equity, strengthening their case as agents of inclusive development. Originality/value The work reconceptualizes the core Library and Information Science concept of intermediation, shifting its paradigm from information transmission to societal empowerment. It offers a novel, context-sensitive middle-range theory for understanding libraries’ role in the digital age.
He et al. (Mon,) studied this question.