We have had a system of Pre-Overdues operating in Cambridgeshire for around 3 years now, formerly using the classic Dynix system and, since July 06, with SirsiDynix Unicorn. We send notices via email only and only for non-AV item types (the shorter loan periods on AV items make PODs less necessary). We had a lot of discussion around the time of the initial implementation as to how socially inclusive an 'email only' scheme was and whether we were penalising customers who lacked access to email. Ultimately the argument in favour of enhancing customer service held sway.
In general the scheme works well. There was a bug in the Dynix implementation that we were never able to resolve which meant occasionally users would not receive PODs or receive 'empty' notices. This caused a certain amount of user and staff disgruntlement but was countered with a reminder that PODs were a courtesy service and that they customers still had the responsibility to be aware of their items due dates and thus return materials on time. Unicorn has proven more reliable (we have had a couple of system glitches which stopped emails being transmitted but the POD system itself is sound). One interesting aspect of PODs is that it shows the endless capacity of some members of the public to find grounds for complaint. We had a handful of people complaining that the PODs we sent them were spam. On Dynix it was all or nothing in terms of user profiles and eligibility for PODs but on Unicorn we have devised a way to allow people to 'opt-out' of receiving PODs and received fewer similar complaints as a result.
We have never carried out any formal analysis on the impact of fines as a result of introducing PODs so cannot comment on that issue.
Hugh - if you would like advice on configuring the report on Unicorn as we have done please feel free to contact me.
Regards and Happy New Year to all,
Robert Day
ICT Manager
Cambridgeshire Libraries
-----Original Message-----
From: lis-pub-libs: UK Public Libraries
[mailto:[log in to unmask]]On Behalf Of Paton, Hugh
Sent: 03 January 2007 14:52
To: [log in to unmask]
Subject: Re: Pre 0verdues
Dear All,
I can't add anything useful to the pot but would be very interested indeed in the results. In Bexley we have recently moved to SirsiDynix which also offers this facility, and I have had quite a few unprompted suggestions from users that we should do it.
Do people 'opt in' to such a reminder service if you have it - I can imagine some of our users complaining about being reminded to return something that's still not overdue.
The main issue for us is the obvious one of effect on income and how, if at all, it is possible to measure it.
Hugh Paton
Library Development Manager - Bexley Council
-----Original Message-----
From: Jon Scown [mailto:[log in to unmask]]
Sent: 03 January 2007 11:10
To: [log in to unmask]
Subject: Pre 0verdues
Hello all
I'd be interested to hear from any authorities who have tried sending out reminders to customers before items are due for return - usually known as pre-overdues - or even on the due date. The option is available to us through our LMS (DS OpenGalaxy) but before we consider doing it we'd like to know if anyone else has been brave enough to try this! The improved customer care is obvious but does it have a negative impact on fines income? Do you send out just by email or use SMS/Voicemail as well which has cost implications? Do you do this for all items or just books - is it necessary for 7 day loan items for example? Any other practical pros and cons?
many thanks, and happy to summarise replies for the list as usual
Jon Scown
LibrariesWest Project Officer
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