Hi there
We send out electronic notifications after one day late offering customer opportunity to renew online and stop their fines mounting. This is offered as a premier service to encourage customers to register for email notifications for reservations and overdue reminders. Those still wishing to use snail mail are notified after 14 days overdue. This electronic solution helps is to deliver our green and egov agenda with more transactions through our online renewals than at any other service point. Finally the enotifications are also allowing savings to be made on postage and printing previously recharged to our corporate technology unit.
Regards
Neil MacInnes
Head of Service Improvement
Manchester City Council
Libraries and Theatres Department
Central Library
St Peter's Square
Manchester
M2 5PD
t; 0161 234 1392
f: 0161 234 1963
m: 077174 352 04
e: [log in to unmask]
www.manchester.gov.uk/libraries
----- Original Message -----
From: Jon Scown [[log in to unmask]]
Sent: 05/03/2008 15:59
To: [log in to unmask]
Subject: Pre-overdues
Hello all
I originally posted this over a year ago and had a few replies, but I'm posting again as we didn't implement then but the issue has raised its head since and things may well have moved on in some authorities.
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 Development Officer
Tel: 01278 451201 ext 243
Mob: 07919540827
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