[Publib] Self-Service Holds

[Kent Oliver]

It is great to see this discussion of patron privacy with regard to holds pick-up and self service!!  This topic has been a point of discussion in the Intellectual Freedom Committee several times over the last few years in relation to policy manual  statements and the National Discussion on Privacy.  Certainly, we are all trying to balance privacy and customer service.  Regardless of whether or not we use self-service or staff assistance in holds pick-up, privacy is essential and guarding the patron data is important.

Best, Kent

Kent Oliver, Executive Director 
Stark County District Library 
715 Market Ave., N., Canton, OH 44702 
W: 330 458 2710 FAX: 330 455 9596 
KOliver at starklibrary.org 
For ALA President at: www.KentonOliver.com

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-----Original Message-----
From: Rawles-Heiser, Carolyn [mailto:Carolyn.Rawles-Heiser at ci.corvallis.or.us] 
Sent: Wednesday, March 04, 2009 1:29 PM
To: publib at webjunction.org
Subject: RE: [Publib] Self-Service Holds

Patron names are coded-the first few letters of their last name and
first initial along with the last 5 digits of their card number.
Patrons also may request to create their own code if they are concerned
about privacy (or as one patron did, so their holds would be the very
first on the shelf).   Items are shelved spine down with the hold slip
sticking out.
We received very few complaints.  The only complaints we have received
were:
1. from an employee of another local library who was concerned about
privacy, but was fine when we explained she could make up her own code.
We also pointed out to her that this actually increases privacy because
patrons can privately pick up a hold without having to ask a staff
member for a potentially embarrassing title.
2. from patrons who had the mistaken impression that staff were being
laid off.   Some of them did not believe us even when we told them
repeatedly that was not the case.
3. from patrons who do not like having to bend down to find their holds
and who miss the interaction with staff.

The vast majority of patrons really like it.  It really speeds things up
for them. 

I believe this has been discussed on the list several other times.  You
might want to check the archives for more info.

Carolyn

Carolyn Rawles-Heiser
Library Director
Corvallis--Benton County Public Library
645 NW Monroe Ave.
Corvallis, OR  97330




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