[Publib] Overdue and Fining Policies

[Emily Horner]

I am really surprised that the library let it get to that point!
My policy, if someone says that they returned an item:
(1) Check the shelves for it. If the library is busy, make a note of
the call number and check the shelves as soon as possible.
(2) Suggest the patron call any other branch they may have returned
the item to, in order to check the shelves
(3) Sometimes, suggest continuing to look and seeing if it turns up.
(4) Mark the item as 'claimed returned,' at which point the patron is
not charged for the item. A note is placed on their record to limit
the number of claims returned (I think we allow four), to discourage
repeat offenders.

Some of the branches in my former library system had check-in done by
volunteers or people serving community service sentences, so we were
definitely aware that we did make mistakes sometimes - although even
the most experienced library staff can miss things now and then!


On Mon, Mar 3, 2008 at 10:08 PM, Mike Kelco <kelcomike at hotmail.com> wrote:
> Recently I was the unfortunate recipient of an unsubstantiated overdue
> notice.  Surprised, I responded to the notice and informed the library that
> I returned the book, along with a few others that I checked out as well, a
> while ago.  The library received the other books but not the one on the
> overdue notice; they also responded that I should keep a lookout for the
> book as it may "turn-up around the house".  I ensured the employee that the
> item had been returned so I do not expect it to turn up any time soon.  A
> month and a half later, an envelope arrived in my mailbox from a collections
> agency requesting compensation for the item in question.  I again called the
> library and the librarian in charge of "collections" insisted that I was
> misinformed and the book was not returned to the library.  I refused to pay
> the sum (on the phone at least!) over principle but had every intention not
> to let this petty issue ($27.95) escalate to the point of an indelible print
> on my credit report.  About a week later I received a message on my
> voicemail that the library indeed found this item--it was not checked in and
> was mis-shelved.  It does not seem probable that this is a frequent
> occurrence, but I was wondering if similar situations have been encountered
> at your libraries as well;  also, to what lengths do you go (or would you
> go) before turning over an issue such as this to a 3rd party for resolution
> since nowadays, every point on one's credit score is a valuable possession
> and similar oversights do not incite patron trust or loyalty.
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