[Publib] overdue notice language

[Theyer, Hillary]

I like conversational language when you are expecting formality.  The best example I can think of is a Washington Mutual ATM vs other ATMs.  Use one if you haven't to see what I mean.  It says things like "In what language shall we talk today?" or "Can I do anything else?"  It perks me up a bit.

Our notices come straight from the system, include a lot of fields the person doesn't need, and are difficult to figure out what the notice is actually saying
Overdue
Item title - however we cataloged it, which often isn't how you would say it
Barcode number - like anyone knows what that is or means other than us
Other stuff that I don't even remember.
I've talked to people who threw the notice away because it looked like junk mail, and non-English speakers often come in, stand in line, just to have us interpret the notice for them, then they have to go back home to get the item.

The conversational language ones were at least clear.  I also like the "oops" one - we often do that in person, say something like "you know, those paperbacks can be so tricky to find!  I keep losing them myself.  Why don't you check under your car seats, that's a place they like to hide." Or "would your siblings maybe have hidden this from you?" Gives people a face-saving alternative to the too common "you are obviously defective" tone of most notices.

Hillary