I recently asked to hear about the experiences of other libraries that
send out underdues to remind borrowers that their books are almost due.
I was particularly interested in the following:
1) How long before items are due back are underdues sent.
2) Whether anyone had experienced any problems with the introduction of
underdues.
3) Whether borrowers were able to opt out of receiving such reminders.
Thank you to all those who took the time to respond. I am sure that I
will be in touch with those of you who offered further assistance. I
received 26 responses the details of which I have summarised below:
1) Underdues are most commonly sent out 2 days (7 respondents) or 1 day
(6 respondents) before items are due. Four libraries send them out 3
days before, two libraries send them out on the same day, and one
library send them out 5 days before. Two libraries send out underdues 2
days before, then 1 day before, and finally on the same day.
2) Most respondents said that they had found few problems with offering
this service. The main problem mentioned was that some borrowers felt
that the non receipt of such reminders was an excuse for not paying
fines when their books went overdue (10 respondents mentioned this). It
is important, therefore, to highlight the fact that underdues are a
courtesy service. Some libraries actually call them "courtesy emails".
A couple of respondents mentioned that they had seen a reduction in fine
income but two others commented that there was no difference or that the
difference was very small. Even where problems were mentioned the
overall feeling was that the introduction of this service was a positive
thing. It has been very popular with borrowers and good PR for the
library. Only one library is reconsidering offering this service as a
result of borrowers blaming them for late return of books when they
don't receive their underdue emails. One respondent commented that his
last library had been castigated by their auditors for what they saw as
an unneccesary practice but in this case the underdues were being sent
out by post and so cost money.
3) None of libraries who responded offer an opt out option. One
respondent said that they had decided that they would introduce this if
lots of people asked but, as yet, this has not been the case. Only one
respondent mentioned that some people get annoyed at receiving such
reminders all the time.
Thanks again to all those who responded.
Kind regards,
Ruth
Ruth Bates
Liaison Librarian (Faculty of Social Sciences)
University of Winchester
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(01962) 827306
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