Presentation Type: Lightning Talk

Presenters: Test, ,

Abstract: In early summer of 2023, a massive overhaul of billing practices began, with the mission to create more equitable practices and an ultimate goal to charge as few fines as possible each month. Efforts focused on improving communication with patrons, creating and raising awareness of alternative methods to resolve fines, and taking a person-focused approach to billing. In FY23, our library billed 128 patrons nearly $25,000 in lost item replacement fines. At the time, the monthly billing cycle involved sending patrons one plainly worded warning email two weeks before the deadline to return the item. If the item was not returned and no response was received, the fine was charged to their account. No further communication was made. As a result of our efforts, in FY24, our library billed 52 students a total of $5,551, decreasing the number of students billed by nearly 60%, and the total amount charged to students by nearly 80%. One year later, we would like to share our processes, what we have learned, and how we hope to continue to improve.

Session Date: 11/20/24

Start Time: 4:00 pm

End Time: 5:00 pm

Location: GLC-236

Format: Test

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