Paying It Forward at the Library.

Today a woman in her late 60's came up to me at the info desk accompanied by two children, a girl in the 7th grade and a boy in the 3rd grade.  The first thing she says to me is, "I'm trying to get these two to get back into reading, what do you recommend?"  Most times those that bring in children with them usually can tell me that Little Johnny liked So and So Book Title or Little Suzy likes to read about dragon-unicorn-chimeras.  But this patron clearly had no clue what these children liked to read.

Thankfully, a few questions posed to the kids put me on the right track for providing proper reader's advisory.  While the kids were browsing the shelves, the older patron came back to the desk to talk to me.  In a hushed tone, she said, "Those two kids are actually my neighbors.  There are a total of 7 siblings and they come from a divorced home and their dad doesn't come around at all so I'm trying to keep them busy."  I commented on how nice it was of her, which it really, truly is.  When the young girl came back to the desk to place a hold on a book, I noticed that she had some overdue fees which were over a year old.  I didn't tell her about the fees, but followed the elderly neighbor's lead and forgave the young girl's fines.  I can't do much in my position that can really help people but damn it I'll pay it forward when I can.

Dear Library People...

I found this little gem taped to a book in the drop last week.  When I first saw a piece of paper attached to a book, I instantly thought it was a note that a patron lost a book and this was its replacement, which is NOT the way we handle replacements.  Patrons should also not drop cash in the bookdrop thinking that it will magically apply to their account's late fees.  It doesn't work that way and until the library accepts online payments, stop trying avoid the walk of shame and please come inside the branch.

Anyways, back to the note, after reading the note I thought that this is an example of great parenting.  Unfortunately the jaded library work side to me thought, hmmm, maybe this is a new scheme to avoid paying fees.  I wasn't the only one who thought this after I emailed this to my coworker-friends.  The reactions I got were: "How cute," "Go mom!," and "That's pretty funny, but I'm so cynical so I instantly wondered if it was a trick to get the fines removed."

So Miss Danielle, I was able to remove any associated fees, unfortunately, I was not able to let Ted know how sorry you are.

My First Library Meme...

I was inspired by KMAZ's comment link to create my first library meme.

This Week's Winner Is...

Patron ...2565. Who would have thought that those books on CD would be so damn expensive given the fact that they rarely play because patrons mistreat them so badly.

This Week's Winner is...

Patron # ....0852. The collections agency will be contacting you shortly.

Which reminds me, don't approach me at the desk and TELL me to forgive your fines. It doesn't work that way. You just end up coming off like a B, and you add to my jadedness towards every patron.

The Library: We Ruin Your Mother's Day

We were fully staffed yesterday, the first time in months.  Even though half of the staff is new, its better than nothing and its great to blame things on the "new guy" [new GAL(s)].

It being Mother's Day also relieved the patron rush, still had a 1000+ door count though.

Only one "bad" patron interaction out of a hundred or so, not too bad.

A mom and her 10 year old son come up to the Circ desk to check out.  The first card she hands me has a lost item fine of over $20.  The item is from another branch, and they're closed so I can't do a shelf check.  I recommend her to call during the week to have them clear it up.  I ask if she has another library card we can use, that one is blocked too with 3 lost items totaling over $50.  Both lost items were from over a year and a half ago.  I was going to work with her and override the $20 block since I couldn't check the shelves for it, but she instantly started giving me attitude saying that they only have been to the library ONCE and everything has been returned.  Following her logic, yes she has been to the library once to check the items out, and she never made a SECOND trip to return the items.  So I go back and call my supervisor.  She comes out and talks to her and tries to talk to her.  The patron becomes even more irritated while her son is right next to her telling her, "It's okay mom."  Mom replies, "No, it's not, it's ruining our day." 

I got bored listening to her complain so I moved to a different station to assist the other non-disgruntled patrons.  The problem patron and her son walked out without the books only to return 5 minutes later, she was looking for my supervisor who returned to the backroom so she walked up to another coworker and asked her to pass on the message to my supervisor, "Thanks for ruining my Mother's Day!"   Ouch, really?  You're going to take it there?  And I suppose that if this happened a week earlier your message would have been different: "Thanks for ruining my Polish Flag Day!"  To make matters worse, my supervisor just had her first baby last November, so this was HER first Mother's Day.

This Week's Winning Patron

The library does not follow any CPA rules of depreciation value. So yes, those cassettes you lost do cost a lot.

This Week's Winner is...

Patron .....7095, the collections agency will be contacting you shortly.

This Week's Winner is...

Patron #......2996. Congratulations, the collections agency will be contacting you shortly.
What better way to start off the New Year than with a 4 figure library fine balance!

Rules of Circ #23 (RoC)

"Do Not Look a Gift Horse in the Mouth"

I had a gentleman approach me at the desk yesterday asking if there was a manager on duty.  I've learned from past experience that my lack of authority > manager's ineptitude.
So I told him that I could look in the back for one to which he replied, "Well, maybe you can help me."

He had overdue fees on his card in excess of $50.  All for the same 4 books, he apparently failed to comprehend the "Renewal" process.  He was playing his violin and was talking about how he needed it to study and before he knew it, his fees procreated into the amount it was today.

He asked if there "was anything that could be done about it."  Like he was expecting me to wave a magic wand and *poof* make it entirely disappear, which in all reason I could.  But I used my "Win/Win Tactic," I told him that if he paid half of it today, I could forgive the rest.  Apparently that wasn't good enough for him because didn't jump at this 'once in a lifetime opportunity' that I just presented him.  I even told him that any manager would not even offer to forgive this much, he still didn't accept it.

I know times are rough and I am more than willing to help out patrons but offer them an inch and some of them expect a mile.

This Week's Winner Is...

Patron ........151, the collections agency will be contacting you shortly.

They Start So Young Nowadays...

Just had a mom call in to see when she had to pay her daughter's overdue fees. I told her she could pay it whenever, but the earlier the better since the account has gone to the collections agency, which may or may not ding her credit score. Her daughter's only 7 but could quite potentially be on her way to a horrible credit score.

This Week's Winner...

Nothing too much. Maybe I've just gotten used to seeing overdue fees around $100 to $300.

Don't Leave Home Without It

I charged a patron a $2 internet guest pass despite her having a library card, which she left at home, per the new fee changes which were put in place during the summer.

After she used the internet she came back to the desk to check out some books.  The lady working with me on the desk told her it was a $1 charge for her to check out books because she didn't bring her library card.  The patron showed my coworker the receipt that she already paid for an internet pass, but my coworker said that it was the rule.  The patron nearly broke down into tears and said, "I lost my job, I'm unemployed, I just filed for bankruptcy and $3 means a lot right now."  My coworker said she would go talk to the manager and she got up and walked to the backroom.

My coworker came back and told the patron that the manager said that was the rule but she was personally going to not charge her and said that she could get in trouble for it.  In all honesty, my coworker was playing good cop, bad cop.  Nearly anyone would have checked the lady's materials out free of charge without her having to open up about her financial straits. 

After the patron left, my coworker said to me that she only did it because she was unemployed.  She then commented about the books she checked out; asking why they weren't about job hunting or resume building.  She stared out the front windows and commented that she hoped the patron wasn't just lying to avoid the fee, she has been in the library system a lot longer than I have which might have be the reason for her degree of jadedness.  Hope that doesn't happen to me.

This Week's Winner is...

Patron #....3099.
Congratulations! The collection agency will be repoing your car shortly.

Spoke Too Soon...

Disregard my previous post.

Today's Winner is...

Patron 9011 with 23 lost items. The collections agency will be contacting you shortly...

Suck Times Infinity...

So the County is strapped for cash, where else to look for loose change but the pockets of the patrons? July 1st ushered a new era of sucking: new fees, new rules, and new hours. Yup seems like everything is new except the bacteria infested public keyboards are still the same, except now they're a little bit more grimier! We are now charging to look up accounts for those who do not have their library card with them. "Adding value to the library" card is what they're calling it. I call it another reason for patrons to argue with us. Of course my first two look up fees are for two elderly ladies. I seriously would have conveniently "forgotten" about the newly enacted fees, but a manager was working the desk near me and were watching. So my sincerest apologies to those two ladies, I really would have looked out for you.

It Pays to be Nice to Those Working the Circulation Desk

Librarians (Librarian Aides) can make or break your day, period.
The power that I wield with my circulation desk position is absolutely scary.

Last Saturday, a woman comes up to the desk with 5 books and tells me that they are, "very late." She had a very downtrodden gait, and her disposition was outright gloomy. I take the books and scan them in, it gives me the dreaded, "Warning -- These items are assumed missing or lost," which usually means the highest late fee per item. Her total fines came out to $50. I turned the computer screen her way so she could see for herself since she was quite shocked when I told her how much it came out to be. And without hesitation she pulled out that "VISA" embossed rectangular piece of plastic that most are trying not to use nowadays and held it out for me to swipe. It was then after reading her body language the whole time: the sincere regret that they were overdue and owning up to the late fees; that I told her to wait a second and let me take a look at something. I looked at her past bills and there wasn't anything on it. So I told her that since she hasn't had any problems returning books in the past that I was going to waive half of it. Her face lit up like it she won the Megamillions lottery. She asked me incredulously, "Really?" I just replied with a nod and a smile. Instead of having to deal with those horrid three letters, APR, she gave me cash, thanked me profusely, and left with a spring in her step and a bright smile on her face. Sure the County is in a horrible budget crunch right now and is looking everywhere to cut corners, but I don't care.

It never ceases to amaze me that those who are always willing to pay their fines are the ones with the large amounts. The ones with a couple of dollars or even 75 cents are the ones that make the biggest fuss over it. I am more than willing to forgive part and sometimes all of someone's fines who occasionally returns a book late only if they are honest and take responsibility up front. I am sure I am not the only one that feels this way. Be nice to the people working the Circulation Desk, it could really save you some money in the end.

Possibly the Most Difficult Decision of the Day

Whenever I encounter “Library-virgins” it’s when they come to the circulation desk for the first time to register for a new card. This is a very simple procedure. The patron fills out a form asking for the most basic of information: first and last name, phone number, address, e-mail address, and their birth date, which is optional. After they fill this out they take it to me at the circulation desk where I enter it into the library computer system. I always start by asking if the prospective patron might have ever had a card with the specific library system before. You would think most would be able to remember if they’ve ever walked into a library to obtain a card but there are some very forgetful people out there and they aren’t necessarily long in the tooth. There are also a few patrons who try to get two or three cards each for a number of reasons.

I have come across a few patrons who try to get a new card because their other card has accumulated a hefty amount in fines. I’ve had someone with about $10 in fines try to obtain a new card in order to avoid paying it. Others try to get another card to spend more time on the library’s internet stations. I don’t know why they just don’t use their family members’ cards instead of trying to pull one on me. I find it very insulting and it makes you look bad when you stand there and lie to me about not ever having a library card, it’s such a trivial thing.

If the patron has never had a card I then ask them which library card they would like to get, there are only two choices: a wallet sized card or a keychain card. I know it’s not just me, but I really do feel like this is an easy decision to be able to make on the spot within at most 10 seconds. But this has really not been the case in my experience. First the patrons look at the cards as I hold one in each hand for them to see their options, their eyes narrow as if they are trying to do long division in their head. It’s as if I have been transported into the Matrix and I am Morpheus asking Neo to choose between the Red and Blue pill.

I really wouldn’t mind patrons taking the extra 30 seconds to decide which fate to choose, heck, I would even hum the Final Jeopardy tune, but at one of the library systems I work for, the software program won’t let me enter any of the patron’s information in until I scan the barcode of their new card. Chances are the patrons will lose whichever card they get or they forget it at home and end up having to use their driver’s license to check out books. I for one am partial to the wallet sized card. The keychain card tends to break off and patrons end up complaining to me about having to pay the $2 or $1, depends on which library system I’m working at, replacement card fee. Trust me; the monetary amount of services the library has to offer definitely exceeds any replacement card fee paid.