[Michlib-l] Overdues procedures

[Deborah Haak]

Greetings,

 

We're wondering what process you use for handling patron accounts with
overdue items. We recently discontinued our contract with a collections
agency (we were pretty much breaking even) and we're bringing the process
in-house. Looking for insight on the following questions.

 

-          What's your timeline for contacting patrons / blocking their
account / charging them for the item? How many times do you contact a patron
before/while/after you take action on their account?

-          What means do you use to contact the patron: mail, e-mail, phone
call, text?

-          Is there a designated staff person who carries out these
procedures, or are the tasks shared by staff?

-          Any tips on how to be compassionate and flexible while following
policy?

 

Any help you can give is appreciated! You can reply off-list and I'll
compile responses to share. 

 

Deborah Haak

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