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Hi We've just started sending out pre-overdues, 3 days before an item is overdue, but only by email. We decided to do this because we'd had a lot of requests for it by customers and as we've just updated our library catalogue pages it seemed like a good opportunity to try it out. We've received good feedback about it so far although we have had quite a few undeliverables some down to incorrectly typed email addresses and some rejects - so it's worth thinking about who is going to deal with these and what action should be taken - we send them to the home branch so they can contact the customer and it enforces the idea that staff do need to be careful when entering email addresses - but it is another job to do. http://libcat.cheshire.gov.uk/default.aspx http://www.cheshire.gov.uk/library/ Lesley Speed Systems Librarian Cultural Services 2nd Floor Goldsmith House Chester CH1 1SE 01244 976022 -----Original Message----- From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of Brown, Alan Sent: 06 March 2008 08:58 To: [log in to unmask] Subject: Re: Pre-overdues Jon, We have been doing this for a few years now - we only send them out by email and we send them 4 days before a 3 week loan is due and 2 days before a 1 week loan is due. We didn't measure whether there was an impact on fines revenue - we went ahead on the grounds that it was good customer care. The problem we have had with email notices - is that some of our customers email providers automatically reject them as SPAM and often they do not even appear in a customers bulk email folder. With some reconfiguration of the email server we have managed to get through to most of the big email providers (yahoo hotmail etc) but AOL remains a problem. The customers who get them really like them. HTH Alan Brown Library Systems Liaison Officer Resource Services Bury Libraries Textile Hall Manchester Rd Bury BL9 0DG Tel 0161 253 5877 Fax 0161 253 6003 http://www.bury.gov.uk/libraries http://library.bury.gov.uk -----Original Message----- From: Jon Scown [mailto:[log in to unmask]] Sent: 05 March 2008 16:00 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 Post: Cultural Services Admin Centre, Mount St, Bridgwater TA6 3ES Email: [log in to unmask] <mailto:[log in to unmask]> Web: www.librarieswest.org.uk <http://www.librarieswest.org.uk> This communication is intended solely for the person (s) or organisation to whom it is addressed. It may contain privileged and confidential information and if you are not the intended recipient (s), you must not copy, distribute or take any action in reliance on it. 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