[OPLINLIST] Convenience fee for looking up a card number

[Chauncey Montgomery]

>From the user's standpoint, requiring patrons to use their account
numbers to access the Internet is an inconvenience.  I understand that
we may need to use software to manage public computer use, but we must
remember that the PC management software is an obstacle to accessing
information.  Then, to charge a fee if the user doesn't have his card
would only create another barrier.  I would be wary of doing so and
consider how we would feel as a customer, if we were charged a fee to
look up our account number.

Just a side note, a local bank now charges customers a fee for looking
up account balances.  I can only guess that the bank instituted the fee
to generate more money or to dissuade individuals from asking for their
balance.  In either case, I see no benefit to the customer in charging
such a fee, and this policy reveals that the bank isn't really
interested in the needs of its customers.

We should be constantly trying to improve the user's experience;
therefore, we always need to consider the impact of our policies and
procedures.

Hope this helps,
Chauncey

Chauncey G. Montgomery, MLIS
Director/Fiscal Officer
Community Library
Sunbury, Ohio
740-965-3901
montgoc1 at oplin.org


On 07/13/2010 10:02 AM, Joanne Gilmore wrote:
> Our public can access the internet by logging in with their Library card
> number.  Many of our customers do not carry their cards with them. 
> 
>  
> 
> I would be interested in knowing how anyone else handles this
> situation.  Do you not look up cards at all?  Do you just consider it
> part of your service and look it up repeatedly for people? 
> 
>  
> 
> We are thinking about implementing a small “convenience” fee for looking
> up and writing down a patron card number for those who want to use the
> internet.  Does any other library have a fee for this?  What amount do
> you charge?  The first “lookup” would be free then the charge would be
> effective; it would be tracked by a note in the patron record.  We would
> not charge for pulling up a patron record to check out, only for writing
> the number down for them.  Your thoughts  and reactions would be
> appreciated.
> 
>  
> 
>  
> 
> Joanne R. Gilmore
> 
> Director
> 
> Upper Sandusky Community Library
> 
> 301 N. Sandusky Ave.
> 
> Upper Sandusky, OH 43351
> 
> 419-294-1345 (voice)
> 
> 419-294-4499 (fax)
> 
> gilmorjo at oplin.org
> 
>  
> 
> 
> 
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