[Publib] Fees for expired holds

[Linda Cannon]

We used to do this when we were on Classic Dynix. I don't have stats to back this up, but I believe it did cut down on the incidents you describe. We also waived the fee (and checked to see if the patron made a habit of saying "I didn't get the notice" or whatnot so as to check *that* behavior). We charged 50¢ for expired holds. I think charging less is seen as "nickel and diming" the patrons. The slightly larger fee gets their attention and makes it seem like it's something that actually matters.
 
We explained the problems you listed to inquiring minds and also pointed out that our holds space at the desk is rather limited. Most folks dealt with it pretty well. Our holds notices said very clearly that there would be a charge if the hold was not cancelled or picked up by the date shown.
 
As I recall (from my days at the circ desk), it really did help and didn't generate much complaint, especially after explanations of why we did it were made and the fee waived for the first instance or two. HTH!
 
Linda Cannon
Collection Development Librarian
Joplin Public Library
 
 

________________________________

From: publib-bounces at webjunction.org [mailto:publib-bounces at webjunction.org] On Behalf Of Linda Ballard
Sent: Wednesday, April 25, 2007 4:13 PM
To: publib at webjunction.org; mpld at lists.more.net
Subject: [Publib] Fees for expired holds



Please excuse any cross-posting.  What experience have any of you had with charging a small fee for holds that are not picked up?  We give patrons 5 days to pick up materials that are on hold - a time limit that we will readily extend if the patron calls and tell us that they can't make it in by the end of this period.  They are contacted by e-mail or phone, and even the phone contacts are usually reached the day the item comes in.  Some patrons have become pretty casual about putting items on hold and not picking them up.  There are two scenarios where it is particularly annoying when this occurs.  Because we are in a Consortium and have a delivery system, patrons can place holds on items that are "in," both at their home location or at another member's library from their home computers.  A few patrons will place multiple holds on "in" items at the home library because they don't want to bother to go to shelves to get them themselves - they expect to find them all waiting for pick-up at the circulation desk.  Others place multiple holds on items from all over the Consortium, which need to be not only retrieved from the shelves but packaged for delivery.   Each hold item, whether from our own shelves, or coming from another location, represents a fair investment in staff time.  In addition, items that are not picked up have been unavailable to other (perhaps more considerate) patrons for five days - or more if they need to be returned to the owning library through delivery.  

 

We can pay for special programming to our Dynix Horizon system that would assess a small fee (we're considering $.25) for each expired hold.  We don't intend this to be punitive, but do think it would cut down on the repeat offenders.   Staff would be instructed to be very generous in waiving this fee for patrons who have even a feeble excuse for missing the deadline.  

 

Do you charge a fee?  If so, how did you inform your patrons?  Has it cut down on this kind of problem?  Did it result in negative PR and/or more altercations at the circulation desk?  Did you try it, then give it up for that or any other reason?

 

Thanks!

 

Linda V. Ballard

Director, University City Public Library

6701 Delmar Blvd.

University City MO 63130

314.727.3150; fax, 314.727.6005

 

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