Dear all,

Many thanks for your useful responses. A few of you have asked me to summarise the responses;

*       Most libraries will not consider a lack of courtesy notice as an excuse to waive fines.
*       Only one library (of the 25 that responded) sees errors with their system as being a reason to waive fines altogether
*       Technical problems with LMS of e-mail systems frequently cause glitches, some LMS are more effective than others in this service!
*       Some libraries will part-waive fines if there has been an error
*       Some libraries have withdrawn courtesy reminders, although popular, because of technical difficulties and disputes
*       Some libraries e-mail users to inform them of any current technical glitches that may affect the courtesy and/or overdue reminder systems.
*       Users have been caught out saying that they have not received e-mails when systems can show that they were sent, and in some case e-mail servers can be checked to confirm this (but obviously checking these systems is time-consuming and there is still room for dispute if the user says it didn't appear in their inbox).
*       Not all students don't check their institutional e-mail regularly.
*       Most users will accept that returning books on time is their responsibility, but in the case of system errors, the library has sometimes needed support from senior University management.
*       Some libraries give written and verbal notice to their users in all library literature that courtesy notices are merely 'courtesy' and it is the user's responsibility to check when their books are due back, even if the reminder system fails for any reason. Some libraries have included this issue in their FAQs for fines/users.
*       Some libraries e-mail all users regularly to remind them that it is their responsibility to oversee their loans/check their accounts etc., and also send out reminders about renewing books before the end of semesters.

Best wishes,

Stephanie

_____________________________________________
From: Stephanie Watson
Sent: 07 June 2011 10:58
To: [log in to unmask]
Subject: Courtesy reminders.


Hi,

We have a system which sends courtesy reminders to users when books are due. We find that users depend on these and occasionally ask for fines to be waived if for some reason they did not receive a reminder.

I was just wondering how other libraries respond to these user requests in the same situation?

Best wishes,

Stephanie

------------------------------------------------------------------------

Stephanie Watson
Customer Services Coordinator
BLDS - British Library for Development Studies
Institute of Development Studies
at the University of Sussex, Brighton BN1 9RE

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