We tried to be user friendly and introduced a scheme whereby we sent out reminders for overdue books (free of charge to customer) on the day after the due date, with a week's fine-free period before charges became applicable. So, a sort of pre-reminder.

However, this has cost us a lot of money in postal charges. Obviously the number of 1st overdues rose but the number of 2nd reminders has not gone down as we expected. We still operate a free SMS reminder system for those who've given us their mobile numbers.

We are now looking at a different way forward - does anyone know of any public library authority which does not send out postal reminders at all? Is there any legal obligation to do this? Do our customers see the reminders as annoying harassment or a welcome customer service?

Mark Heaton

Manager, Library Service Design & Development

Environment and Development Services

Rotherham Metropolitan Borough Council

Tel:…01709 823619

Mobile Tel:..07970 100 702

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web. www.rotherham.gov.uk/libraries

Customer Service line (01709) 336774

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