[Publib] Collection Agencies

[Steve Benson]

We use a UMS to contact patrons with large outstanding balances from late
fees or unreturned materials.  Many of the accounts sent to them would have
been paid at some point without the UMS intervention.  So what looks like a
tremendous return isn't really so on closer analysis.  However, when I
looked at our collections for several years before contracting with UMS and
the year following, I saw a increase in revenue that was 10% above the sum
of the average from prior years and the cost of the service.  That initial
increase has been maintained in subsequent years.  So, it's been a valuable
partnership for us.

A common comment is that using collections and credit reporting those who
don"t clear outstanding balances seems heavy handed - "It's hust a late fee
for a book", or "It's just a library book."  Most folks (usually not the
ones with delinquent accounts) change their opinion when informed of the
overall total of all accounts with these late fees and unreturned materials.
-- 

Steve Benson
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