​Top Innovator in Customer Experience

Wichita Public Library was selected as the Top Innovator in an award from the Urban Libraries Council (ULC) for its efforts in providing excellent customer service.

The ULC recently recognized 20 public libraries from across the United States and Canada as Top Innovators for programs, services and operating practices that have made a significant impact on those they serve and their communities. The Wichita award, presented on October 6, 2016, recognized the "Wichita Public Library Creates Raving Fans" project as the most outstanding innovation in the customer experience award category. Wichita's project was selected over award nominations from libraries in communities including San Francisco, Los Angeles, Memphis, Nashville, and San Antonio.

"Today's public libraries are thought leaders, educational institutions and technology centers that play a critical role in building and strengthening the fabric of their communities," said Susan Benton, Urban Libraries Council (ULC) President and CEO. "This year's top innovators and honorable mentions truly illustrate the commitment that public libraries have to their communities to create programs and services that promote continuous education and career advancement in the knowledge economy."

Award winners were chosen by a panel of expert judges who considered nearly 270 submissions in 10 categories that supported U.S. and Canadian public library programs focused on education, digital inclusion, healthy communities and library operations.

The "Wichita Public Library Creates Raving Fans" project focused on the work of the Circulation section and Customer Service Division to approach service from a user experience point of view, developing new processes to help customers get what they want or need.

"Our staff work to make our libraries welcoming spaces for our community," said Cynthia Berner, Director of Libraries. "We are honored to be recognized for our efforts in providing the excellent service Wichitans have come to expect from the Library."

Other Notable Awards

• Wichita Business Journal's Women in Business Award to Director Cynthia Berner (2018)
• Kansas Library Association's New Professional Award to Reference Librarian Sara Dixon (2016)
• Friend of Education Partner Activity Certificate from USD 259 for Big Read Wichita (2016)
• USD 259 Good Apple Award to Children's Librarian Carol Kotsch (2015)
• Mountain Plains Library Association's Distinguished Service Award to Branch Manager Jean Hatfield (2015)
• Urban Libraries Council's Top Innovator Award (2014)
• LibraryAware Community Award - 1st Place (2014)
• Storytime Village, Inc.'s Literary Legacy Award to the Maya Angelou Northeast Branch Library (2014)
• The Arts Council's Arts Organization Award (2009)
• Kansas Library Association Presidential Awards (2007, 2008)