FAQ: Why Can’t Circulation Desk Employees Collect Fines?
Posted: February 19, 2002 at 1:00 am, Last Updated: November 30, -0001 at 12:00 am
This frequently asked questions column appears in the Daily Gazette every Tuesday. All questions originate from the green comment boxes located throughout the university, or are items brought to the attention of the Quality of Work Life Committee. Answers are supplied by the appropriate academic unit, department, or office. One question is answered per week.
Q: If I carry 10 books to campus at 3:50 p.m. to 1) pay my overdue fine and 2) renew them and get out another book, it seems reasonable to expect that the people working at the circulation desk should have this power (to collect the fine). Why isn’t this possible?
A: In this instance, it appears that one of our student assistants should have asked the staff supervisor to accept the fines or otherwise make a determination about the graduate student’s case in renewing the books.
We regret the inconvenience you experienced in having to bring library materials to be renewed. We train our student assistants to refer situations of this type to a staff member for resolution, but in this case that didn’t happen. Thanks for bringing the problem to our attention. Identifying concrete instances of where we failed to provide effective and efficient service help us work with our staff proactively to make improvements. –John Zenelis, university librarian, x32491.