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Why do patrons come into the library saying that someone from the library left a message on their answering machine?

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Why do patrons come into the library saying that someone from the library left a message on their answering machine?

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By law, UMS cannot do or say anything that might suggest to anyone other than the actual debtor, their spouse or the parent or guardian of juveniles, that a patron has a debt and has been submitted for collection. Therefore, when our callers are unable to contact a patron directly, they must leave very vague messages with other individuals in the home or on the answering machine. Generally, the caller says, “This message is for John Doe. Please contact your local branch of the ________ Public Library. It is important that you speak with someone at the circulation desk as soon as possible.” Although we understand that this might cause some confusion, we have found that phone messages are often very effective. Our suggestion is that circulation staff be trained to simply respond by asking the patron for his or her name and/or library card. In most cases, the staff member should be able to locate the patron’s account and explain the overdue balance to the patron.

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