[Publib] RE: Fee/Lost Charge Negotiation

[Dale McNeill]

OK, I'll jump in.

How can a library actually have a policy about this?  I've worked in several
urban libraries and a couple of rural ones over the years.  Most had no
policies.

One had this policy:  the library is always right; period; we never
negociate with customers.

So, that's a possibility.  I hated working there and we had few happy
customers.  That library now has a rather different practice.

Or, one could have a policy saying "front line staff may negociate with
customers up to $5 or $10 or whatever; other disputes must be referred to
Some Higher Person."

Now, I once worked for a library that used a no-lonter-in-business ILS.  As
it was seldom right about fines, our policy was "if the customer doesn't
just pay when you mention they owe fines--that is, if the customer even
looks doubtful--waive the fine and don't worry aobut it."  But that's not a
great place to be.  We didn't stay there long; instead, we got a new ILS.

My own personal philosphy is to take time to listen to the customer; use the
tools at your disposal ("forgive totals", notes, etc.), explain the policies
and practices of the library, listen some more, offer something reasonable
(which may be as simple as more time to pay or the ability to check out
today), and be polite and firm.  Don't be personal (that is, don't say the
person's lying, even when it seems obvious that the story couldn't be
true).  Explain any other options (appeal to Some Even Higher Person, use
the item in the library--I've even made copies and charged the copying
amount to the person's account).

Using Miller's Law (of linguistics "In order to understand what another
person is saying, you must assume that it is true and try to imagine what it
could be true of) can be helpful.

One other thing.  At yet another library in which I worked, we provided
training for front line staff on exactly this issue.  We wrote out little
stories, giving details of made up (amusingly so) customers and accounts.
We then asked staff to work out, in small groups, what they would offer and
how they would speak with the person.  Staff had been given more discretion
to handle this and were nervous about it.  Top library administration then
listened to the group presentations and offered advice and support.  The
front-line circ staff were delighted by how often we (administration)
completely agreed with them.

One last thing--at that library, where I was the final decison-maker on
accounts--I made a database of waived fines with the customer account,
amount waived, and details of our conversation ("I explained how video fines
are charged", "maternal grandmother died", "car stolen", or whatever).  I
explained to the customer that I was doing this and read back the notes I'd
written to be sure they agreed.  I also let them know that I was required to
be able to explain to the city controller any fine or fee that I reduced
(which was true).  This was extremely helpful.  It really put an end to
people calling over and over with the same story--and mostly to calling over
and over in general.  The first thing I did when I took the call was look up
the customer in the ILS and in my database.  I didn't want all these details
in the ILS, though.  I designed the database with advice of the City
attorney and controller.  This sort of backup is an official record and is
discoverable.

I know this isn't a policy, but I hope it may be helpful or at least
something to think about.

Dale

On 12/2/06, Sally Jensen <sjensen at onlib.org> wrote:
>
>
> I'd be interested in seeing such policies or procedures as well, so if you
> would kindly post your response to the list, I'd appreciate it.
>
> Sally A. Jensen
> Onondaga County Public Library
> Syracuse, NY  13202
> sjensen at onlib.org
> For All the People, All the Time
>
>
> Approach love and cooking with reckless abandon
>      Dalai Lama
>
> ****************************************************************************
> ******
> Message: 7
> Date: Fri, 1 Dec 2006 14:45:34 -0500
> From: john.vanberkel at co.manatee.fl.us
> Subject: [Publib] Fee/Lost Charge Negotiation
> To: publib at webjunction.org
>
> I am trying to find out if anyone has policy and/or procedure on
> negotiating/waiving of fines/fees/lost charges with patrons. Thanks in
> advance.
>
> John C. Van Berkel
> Library Services Manager
> Manatee County Public Library
> 1301 Barcarrota Boulevard West
> Bradenton, Florida 34205
>
>
> _______________________________________________
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> Publib at webjunction.org
> http://lists.webjunction.org/mailman/listinfo/publib
>
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