[Publib] Overdue notice language

[Suzanne Tronier]

I agree that the blame the patron approach is wrong.  We check in over
60,000 items a month and we have been known to miss a few. It wouldn't
be worth the bad feelings generated by our assuming that it could NEVER
be our fault.  There are also myriad reasons for overdues, some that are
worthy of respect.  If my mother had just died and I got a notice like
say, the second one, I would have a very negative impression of the
organization that sent it.  Boring notices are boring, but won't be
misinterpreted. 

Suzanne Tronier
Manager, East Millcreek Library
2266 Evergreeen Ave.
Salt Lake City, UT  84109
801-944-7510
stronier at slco.lib.ut.us
 
-----Original Message-----
From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Lynn Schlatter
Sent: Thursday, January 03, 2008 9:54 AM
To: publib at webjunction.org
Subject: RE: [Publib] Overdue notice language

They're fun, but I believe they make one crucial mistake:  they blame
the patron.  Boring, official-sounding language like "our records show .
. ." leaves open the  possibility that the library might be making an
error.
 
My $.02,
Lynn Schlatter
Instructional Coordinator
Shreve Memorial Library
Shreveport, Louisiana 

________________________________

From: publib-bounces at webjunction.org on behalf of Janet Griffing
Sent: Thu 1/3/2008 10:48 AM
To: publib at webjunction.org
Subject: [Publib] Overdue notice language



Greetings, collective mind!

 

We've recently become an Innovative Interfaces library after years of
consortium membership. Among the many things over which we now have
local control is the creation and mailing of overdue notices.

 

In a moment of whimsy, I wrote the following notices. They are meeting
with some resistance on the part of staff and anger on the part of some
customers. Interestingly, though, the customers who are complaining are
also returning their overdue items! It's really hard to feel sorry for
most folks, since they can renew online or by phone, and we have 24-hour
book drop availability. 

 

I thought I'd throw the notice language out to all of you for comment.
There are three notices: Number 1 is sent when items are two weeks
overdue; Number 2 at four weeks; and Number 3 at six weeks. (Regular
loan period is two weeks for books; one week for AV.) Please let me know
what you think! Thanks!

 

 

Number One:

Oops! You kept the following items longer than you promised. Please
return them as soon as possible. Thank you!

 

Number Two:

 

Well, we asked politely the first time, but we still don't have your
overdue items, and every day the fines keep adding up. It's not fair not
to share - others are waiting! Please return your materials now, and
you'll only have to pay the fines. Keep them longer, and we will be
sending a bill.

 

Number Three:

 

We hoped it wouldn't come to this, but you've had these library
materials for so long, we need to bill you for them. If you return them
immediately, you only have to pay the fines and any additional
processing fees. Why pay for something that should be free? Please
return your items today!

 

 

 

 

Janet Griffing

Marketing and Public Relations Coordinator

Wadsworth Public Library

132 Broad Street

Wadsworth, OH 44281

Phone: 330-334-335-2604

Fax: 330-334-6605

 


"People are like stained-glass windows. They sparkle and shine when the
sun is out, but when the darkness sets in, their true beauty is revealed
only if there is a light from within." Elisabeth Kubler-Ross, 1926-2004


 


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