Re: [IUG] Can overdue notices show fines?

["Ammon, Mona" <ammonm at u dot library dot arizona dot edu>]

We have had similar problems with people complaining about being charged for an item they arlready returned when they are getting a notice for the late fees.  We also had folks complaining that recall notices (notices for items that someone else placed a hold on that they have to return early) got mixed up with other notices.  We started using the email subject headings to specify the type of notice in the subject heading.  This has clarified things more for people and we have gotten a postive response from customers.
 
Email subject table manual Page # 105793
 
Mona Ammon
University of Arizona Library
Library Operations Supervisor
307-3551
ammonm at u dot library dot arizona dot edu

________________________________

From: innopac-bounces at innopacusers dot org on behalf of Heather Parker
Sent: Wed 9/24/2008 1:10 PM
To: 'IUG INNOPAC List'
Subject: Re: [IUG] Can overdue notices show fines?



Hi John,

We have been charging fines and sending overdue notices, all bills and fines and statement of charges since 2001 or so.

We also send pick up and cancellation notices.

Here is our problem with doing that.  Students don't read.  Some can't tell the difference between the overdue notice and a fine notice.  They will call and complain that they RETURNED THOSE BOOKS ALREADY!  We have to assure them that yes, they did returned them. However, they were late.  The statement of charges goes once a month and we get the same type of responses from confused people.  Usually they just hit reply and start typing.  So the email account gets most of the complaints. You need to have a very kind and patient person who will reply to the emails!

The pick up and cancellation notices have the same problem.  When people get that cancellation notice they will think it is a pick up notice and come in for the book that isn't here and never was.

My biggest concern about telling people how much they may owe to date is that they will try to hold you to that amount even though the fines have gone up between the time that the notice has gone out and the time that they returned the book.

In the message of the notice, we tell them to check "My Library Account" at http://library.alliant.edu <http://library.alliant.edu/>  for more information.  When you put the link in the message it won't be a clickable link, but the email programs that people use to view their messages will make it clickable.

Heather Parker
Electronic Resource Coordinator
Alliant International University, San Diego

-----Original Message-----
From: innopac-bounces at innopacusers dot org [mailto:innopac-bounces at innopacusers dot org] On Behalf Of John Dillon
Sent: Wednesday, September 24, 2008 10:30 AM
To: IUG INNOPAC List
Subject: [IUG] Can overdue notices show fines?

Hi all,

We are new to charging fines for overdues and we're wondering... 

Can overdue notices display fine amounts that are accruing? 

Seems like that would be helpful, especially as additional fines are
mounting, per item.

We do see how if a patron logs into their My Mill account, and clicks on
Items Currently Checked Out link, it will display that info, and for
each item.  But we don't see any settings or documentation for getting
that info. on overdue notices.

Bills aside, any other options if this info. can't show on Overdue
notices?  Seemed like Statement of Charges wouldn't do it either.

thanks,

John

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