User Experience

In the digital age, the range of programs and services libraries provide patrons has multiplied. People come to the library today – either the virtual or physical library - for many different reasons. To ensure that people’s needs are being met, libraries must continually gauge customer satisfaction.

This category recognizes innovations in assessing user/audience satisfaction; strengthening customer service standards, tools and techniques; using digital technologies to expand services for library users; tracking attendance/participation in programs; and, always, preserving intellectual freedom and privacy.