Partners Policies and Procedures - About
These elements are essential for every Partner member’s
- Membership requires a commitment to sharing resources, and
a “borderless” approach to item ownership, clientele and customer service.
- Each Partner library must have the capacity and resources
to fulfill its obligations to the consortium and meet increased local demand
- Libraries must have access to viable transportation
options for shipping Partner materials and understand their strategic place in
the Partner network.
- The process of sharing materials with other libraries can
illuminate differences in cataloging methods, technical services, and
collection management. Partner libraries must follow the standards and
guidelines of the Montana Shared Catalog.
Partner best practices are shaped by library staff across the system, and managed by bylaws, meetings, policies and procedures. Partners are expected to follow MSC guidelines for cataloging and circulation in addition to Partners-specific policies and procedures.
Montana Shared Catalog guidelines for cataloging and
circulation can be found here:
- MSC Knowledge Base - Cataloging Guidelines
- MSC Knowledge Base - Circulation Guidelines
A NOTE ON REPORTS: Throughout this document a number of required reports are
identified, and guidelines are given for their access and use. These reports
help libraries maximize membership in Partners and meet libraries' obligations
to each other. Details about these reports, which a library may find
useful for collection management and Partner-related tasks, are outlined in
Part One: Circulation Rules
CARDHOLDERS AND LIBRARIES
- An individual may register for a library card at any
Partner Library. Each library sets its own eligibility requirements for
- A Partner Library cardholder may use his or her card at
any Partner Library.
- Cardholders may return Partner items to any Partner
- As of May 2017, Partners have a best practice of one library card per
user in the Partners system of libraries, with some exceptions.
See Appendix IV for recommended procedures.
- An unlimited number of items may be checked out to
cardholders with permanent and unrestricted accounts. Some types of items (such as hotspots and equipment) may have local limits.
- A Partner Library has the discretion to limit the number
of checkouts for new, temporary, or delinquent cardholder
- Checkout periods and renewals are determined by item
- See Appendix II for a list of item types, checkout
periods, and renewal periods.
ACCOUNTS AND FINES
- Cardholders are subject to each Partner Library’s fine and
fee structure. If overdue fines are charged, the fee is 10 cents per day, per
item for general items. Some special items with local checkout, such as computers or hotspots, may have higher fines.
- A Partner Library has the discretion to waive fines for
- Library accounts are blocked if fines or estimated fines
total $10 or more.
- Cardholders may pay fines at any Partner Library. Fines
paid remain at the collecting library.
Part Two: Holds
CARDHOLDERS AND HOLDS
- A cardholder may place up to 40 holds.
- Notification of an available hold is made within 24 hours
by phone, email or mail.
- Available holds will expire eight days after they become available.
- To pick up a hold for another cardholder, an individual
must have proof of permission. Cardholders are subject to the privacy policies
of the library they are using for check out.
- Cardholders may elect to pick up their holds at any
Partner Library and are subject to the policies of the library they are using
for pick up. Staff will not change pick up location of holds unless asked to do
so by the cardholder.
- If the pickup location of an available hold is changed,
contact the library where the item is currently being held so it can be checked in and put in transit.
- If a cardholder presents an item for checkout that has an
on-shelf hold (for another cardholder or Partner Library), proceed with
checkout by using the hold override. Other cardholders who have a hold on that
item will remain in the queue.
- The default expiration date for a hold is 365 days from
the date the hold is placed. Cardholders can change the expiration date when
placing a hold, and library staff can modify it at any time.
Each Partner Library is expected to manage and process the
On-shelf holds each day that they are open. The Onshelf Items wizard can be found in Worflows Circulation on under Holds. Partners should
use the following settings for the Onshelf Items wizard:
- Right click on Onshelf Items and select Properties.
- Make sure that you are on the Behavior tab (no changes
are needed on the Helpers tab).
- Uncheck the boxes for “Allow Mark Item Missing” and “Allow Unfill Hold”.
- Check the box for “Allow Trap Hold” and “Allow Print
- Choose Display options based on your library’s needs and
- If you would like hold slips or transit slips to print,
choose those options at the bottom of the screen. Once checked, you will need
to click on each button to configure what will print for each slip.
- When finished, click OK at the bottom. Next time you
close Workflows, make sure you agree to save property changes.
Search for on-shelf items for a maximum of two days. If an
on-shelf item cannot be found:
- Check the item out to your library’s Missing account. If
another Partner Library has a copy of that item, the hold will move to that
copy. (For more on Missing see “Problem Solving”.)
- If your library has the only Partner copy and the hold is for
your library’s cardholder, remove the hold and notify the cardholder.
- If your library has the only copy and the hold is for
another library’s cardholder, notify the requesting library so that they can
remove the hold and inform the cardholder.
MANAGE HOLD SHELF
Each day, the system monitors changes in the status of the available items on the hold shelf waiting to be picked up. If a hold’s availability has expired, been cancelled,
or suspended, the system automatically traps the item and indicates it is
headed for its next destination. Partner Libraries are expected to manage their hold shelf each day that they are open. The Manage Hold Shelf wizard can be found under Holds in Workflows Circulation. To process holds that should be removed from the hold shelf:
- Check in each item on the report and route accordingly.
- If you are unable to locate an item on the report, make an
attempt to resolve (e.g., patron contact, shelf check, etc.)
- If the item is not found on the holds shelf and it belongs to
your library, set the item to Missing.
- If the item is not owned by your library and is not found
on the holds shelf, contact the owning library to change the item’s status.
There are a number of resources and reports that a Partner
library can access to help that library provide excellent customer service to
cardholders in the Partner group. Each Partner has a different capacity when it
comes to collection and record management. It is recommended that as issues
arise, Partner libraries address their needs openly and directly with each
other and/or with the group.
Partners are encouraged to watch for holds issues by running reports such as Purchase Alerts, Holds to Copies, and/or Holds over 90 or 120 days old to troubleshoot issues that impact customer service
related to holds. With the aid of these reports, libraries should monitor and
act on the changing demand for items, purchasing thresholds, and unreasonable
wait time for holds.
Contact MSC Administrators for help customizing or setting up any holds management reports.
Part Three: Cataloging and Processing
CATALOGING: ITEM TYPES AND CIRCULATION POLICIES
Partner libraries are expected to use a shared set of
item types and circulation policies that are mutually agreed on and managed by
the Montana Shared Catalog. See Appendix II for more details.
Partner libraries are encouraged to keep the number of home
locations to what is necessary. However, selection and use of home locations is
an individual library decision. Home Location may affect whether items are holdable.
PROCESSING ITEMS FOR PARTNER SHARING
The Partner group requests that item ID barcodes be
horizontally placed on the face of all items in the upper left hand corner,
approximately a half inch to one inch from the top, and from the spine. This ensures quick and easy access for staff at large
library systems and Partner hubs, and for cardholders that use self-checkout
Libraries that already have barcodes in other locations are not required to rebarcode. However, any new barcodes should be placed in the preferred location moving forward.
Part Four: Shipping Partner Materials
CRATE PACKING GUIDELINES
- When crates include materials for more than one library,
items must be banded together by library and clearly tagged for their
destination on the face of the item or bundle.
- DO NOT attach the tags with
tape. Tag items in the equivalent of a bold 18 point font.
- A crate full of items for one library that is going
through a hub library must be clearly labeled at the top of the items with the
final destination. This prevents a hub library from completely unpacking and
scanning items destined for another Partner.
- Partner Libraries are responsible for managing billing and
scheduling with their chosen shipping service.
- All crates must be secured with bungee cords and clearly
labeled lids. Care should be taken to not overfill crates:
overfilling leads to damaged crates and spilled contents. Fill crates only to
the bottom of the handles.
RECEIVING PARTNER MATERIALS
- Check in all items upon arrival at destination library.
- If an item’s “Route/Transit to” location is FLOAT-RET,
check in the item a second time and route accordingly.
To identify and resolve items that have been In Transit for
too long INTRANSIT TO and INTRANSIT FROM reports are run for each Partner
library once a week. The reports indicate the date that items were put In
Transit. To access the two reports:
Contact MSC Staff to have these reports emailed to you
Open Workflows via your library’s login.
- Go to: Reports > Finished Reports.
- Select “Intransit Stats TO”.
- Alternately you may use the “In Transit” wizard in
Workflows that produces a real time list of everything in transit TO your
- Select “Intransit Stats FROM”.
Once a week, all libraries must search their shelves for
items in transit over twenty-one (21) days. In Transit To and In Transit From
reports list these items that are in transit to and from your library.
- If an item is found on the shelf, discharge the item and
- If an item is not found on the shelf, each library must
check out all listed items that they own to their Missing account.
- If a missing item on the reports is not owned by either
the sending library (“FROM”) or destination library (“TO”), then the sending
library must notify the owning library that the item must be checked out to
their Missing account.
- When the owning library checks an item out to Missing that
is the only copy of the item in the system, the owning library must contact all
cardholder libraries who have holds on that item so that they can remove their
- When items are more than 6 weeks intransit, items may be checked out to the owning library's missing account by MSC Administrators if the items have not been resolved by that time.
Part Five: Problem Solving
If a cardholder returns a Partner Library’s item with
missing pieces (tape, disc, part of kit, etc):
- Do NOT check in (discharge) the item.
- Contact the cardholder and ask that they return the
missing materials ASAP.
- If allowable, renew the item while the cardholder is
- Keep the item at the library where it was returned until
the discrepancy is resolved.
- Leave the item checked out to the cardholder until missing
materials are returned, or the cardholder is billed. Patrons should only be
billed by the library associated with their library card or by the library that
received the incomplete item from the patron.
- If declared Lost, see Lost Item procedures (next section).
- If you receive an item with missing pieces from a Partner
Library in the crates:
- Do not check in (discharge) the item.
- Notify the sending library (this might not be the owning
library); sending library will notify previous cardholder and/or conduct a
search as outlined above.
- Keep the item at the borrowing library until the
discrepancy is resolved.
If a patron states that they have lost a checked out item:
- Do NOT check in the item. In Workflows, use the Mark Item
Lost wizard. In most cases the replacement costs will automatically be assessed
from the price field contained in the item’s bib record.
- If a replacement cost and/or processing fee is not
automatically assessed, use whatever default costs are in use by your library.
- Fines paid at collecting library remain at that library.
- Refunds are not available for lost Partner items that are
returned or found after patron paid for replacement.
- Some Partner libraries will accept a good condition copy
with the same ISBN as a replacement for the item. Inquire of the owning library
if purchasing a replacement is an option for the patron.
- Patron should only be billed by the library associated
with their library card or by the library that the patron reports the lost item
to for lost materials.
Items received in transit by a Partner library may arrive in
need of repair. If there is no notation of the damage already on the item or in
Workflows, the receiving library might consider making note of the type of
damage on a separate slip and inserting it in the item so that patrons are not
charged for pre-existing damage. If the receiving library deems the damage too
extensive to warrant check out to a patron, check the item out to the owning
library’s FLOAT-RET account with a slip noting the type of damage and place the
item back in transit to the owning library.
Partner items may be returned by patrons in need of repair
or beyond repair. Some Partner libraries will accept a good condition copy with
the same ISBN as a replacement for the item. Inquire of the owning library if
purchasing a replacement is an option for the patron.
If an item belonging to a Partner Library is returned by a
patron in need of repair:
- Discharge the item.
- If the item has holds, check the item out to the owning
library’s FLOAT-RET account, overriding any holds. Otherwise, place it in
transit to the owning library. Include an initialized slip explaining what
damage was noted and the date.
- Upon receipt, the owning library will assess the damage.
If the item is not replaced or repaired and it is the only copy of the item in
the system, the owning library must contact all cardholder libraries who have
holds on that item so that they can remove their holds.
- The owning library might contact the sending library if
the damage is significant or beyond repair for billing. Patrons should only be
billed by the library associated with their library card or by the library to
which the patron returns the damaged item.
If an item belonging to a Partner Library is returned beyond
repair by a patron:
- The receiving library shall follow their internal
procedures for damaged billing. Patrons should only be billed by the library
associated with their library card or by the library in which the patron
returns the damaged item.
- Once the damaged billing issue has been resolved, contact
the owning library and inform them about the item’s outcome.
- If requested by the owning library, return the item to the
owning library by checking the item out to the owning library’s FLOAT-RET account, overriding any holds, including an initialized slip explaining what
damage was noted and the date.
- If the owning library does not replace the item and it is
the only copy of the item in the system, the owning library must contact all
cardholder libraries who have holds on that item so that they can remove their
USER CLAIMS RETURNED
If a patron claims to have returned an item that is still
checked out to the patron:
- First check the shelves before designating an item User
- When using the User Claims Returned wizard, the system
asks for a date that the item was supposedly returned. Use the actual due date
to prevent fines from being assessed and overdue notices from being generated.
- Items that User Claims Returned should be looked for at
least twice a month for a period of three months.
- User Claims Returned reports can be found in BlueCloud Analytics.
- If the item has not been found within three months,
contact the owning library. Owning library must resolve the cardholder’s
- Check the item in (even though the item is not in hand).
- Once checked in, either Discard or replace item with a new
Each Partner Library can access a weekly MISSING report in
Workflows or a current report in BLUEcloud Analytics (BCA). The Missing account
is used when an owning library wants to perform an extended search for items
missing from that library’s shelves. Items that are checked out to that
library’s Missing account show up on a Missing report. Library staff can use this
report to resolve missing items – either reordering an item or discarding it.
When an item is checked out to Missing and is the only
available copy to fill a hold owning libraries must notify libraries that have
holds on that item – so that they can in turn remove holds and notify their
ITEMS NOT IN CATALOG
When a Partner item is scanned and found to not be in the catalog, scan again or type in barcode manually to make sure that it was not a mis-scan. If the item is truly not in the catalog, put a note on the item ("item scanned - not in catalog") and return it to its home library via normal transit methods/crates. Do not update or change any other copies in the catalog.
Part Six: Special Collections
Partner Libraries can choose to "shelter" new items from circulating outside of their own library for the first month after an item is added to the catalog. Owning libraries may choose which items to shelter, and do not need to shelter all new items. Libraries wishing to shelter must put in a ticket with the MSC to make sure their item types for new materials are included in the sheltering reports. Recommended Item Types for sheltering are 14DAYBR, 14DAYLOCAL, 28DAYBR, and 28DAYLOCAL--however libraries must discuss which Item Types to use with the MSC in order to make the process work and reduce duplicate use of Item Types for other local collections. Sheltered items that have been in the catalog for more than 4 weeks (28 days) are made available to Partners holds automatically via an administrative process report.
Partner Libraries can choose to participate in “floating”
collections, thereby sharing items between themselves for extended periods of
time. Owning libraries may choose which items to float, and to which libraries,
based on Float-Map policies. Some libraries float their newest adult fiction,
or only within their branches, for example. An item that “floats” stays at the
library where it last checked in, regardless of the owning library. An item can
be taken off a Float status whenever the owning library wishes to recall it, or
when a participating library no longer wishes to house it.
Instead of putting FLOAT items In Transit upon being
scanned, WorkFlows instructs staff to shelve FLOAT items at the library where
they were last discharged/received. They will remain there until activated for
a Hold or until the current library chooses to return them to the owning
When a library wishes to return FLOAT items to the owning
- Check the item out to the owning library’s Float Return
- Ship the item to the owning library.
- While the item is in transit, WorkFlows will indicate its
location as FLOAT-RET.
If a float item arrives at a library that is not within the
allowed float-map policies for that library, the item will automatically be
placed in transit back to the previous owning library, unless the item is there
to fill a hold.
When the owning library receives a Float-Return, the item’s
“Route/Transit to” location will show as FLOAT-RET. Scan the item a second time
and WorkFlows will give the new location for the item.
Partner Library Float Account codes can be found on the Partners Contact List.
A library may use the FLOAT-NB (New Book) spreadsheet to
determine which items have been floating for six months and need to recalled to
an owning library. Float management reports can be found in BlueCloud Analytics.
A library may also use an OFF-NEW report to determine items
whose NEW status has expired after six months and needs to be changed to a
regular status. This report is available in Finished Reports only to libraries
who request MSC staff to create it.
When using either FLOAT-NB or OFF NEW reports to change
library locations for floating items:
- Put a copy level Hold on each item for the owning
library’s Float account.
- Change the pick-up location to the owning library.
Pick-up location must be changed. If not, WorkFlows sends the item back to the last borrowing library.
ITEMS EXEMPT FROM PARTNER LENDING
A library may designate some items in its collection as
never available for holds and only accessible for check out on site. These
exempt materials include:
- Archival or reference materials reserved for in-house use only
- Some equipment (e.g., eReaders, laptops)
- Materials under license
- Sheltered new materials (temporarily)
For non-holdable items that are “materials under license”
and/or part of an “on-demand” collection, the owning library must purchase at
least one additional copy that is available to all Partner libraries for holds.
Owning libraries should coordinate with MSC staff to create a non-holdable item
type (e.g., GRABNGO) circulation rule for items within the exempt collection.
A list of current Partner members and their contact
information can be found here (this document is managed and updated by member libraries).
FLOAT AND RETURN ACCOUNTS
All Partner Libraries have either a Float-Ret or Ret account
so that items can be set in transit to them by checking out to those accounts.
The account information for each library is included in the contact list.
Appendix II: Item Types, Circulation Rules
ITEMS CIRCULATING THROUGHOUT SHARING GROUP
Partners currently have a mix of "functional" circulation-based Item Types and format name Item Types. Functional, circulation-based Item Types are recommended for ease of system maintenance and clarity. Format can be tracked more accurately and specifically using Item Category 1.
PREFERRED Item Types for general collection materials
14DAY / 14 day circulation fine or no fine
28DAY / 28 day circulation fine or no fine
42DAY (for kits) / 42 day circulation fine or no fine
DIGITAL / Digital materials – no circulation rule needed
EPHEMERAL / Items should be checked out using the Ephemeral wizard - no circulation rule needed
FLOAT-NB / Floating New Books / 14 days fine or no fine
ILL-MAT / Inter-Library loan materials / local circulation length, custom due date recommended
NONCIRC / non-circulating materials / does not circulate
Item Types that may be used for local materials or special collections (contact MSC)
Partners libraries using non-preferred Item Types should consider changing to simplify catalog maintenance and patron experience. Changes can be done in batch by MSC administrators.
Non-Preferred Item Types
Appendix III: More on Holds
THE HOLDS FILLED MATRIX
Hold requests are fulfilled in a strategic order that is maintained by MSC staff and adjusted for transit patterns. The holds filled matrix is managed in the MSC's integrated library system (ILS) but can also be represented in a spreadsheet. It is updated multiple times a year as needed. Any Partner library can request a copy of the current holds filled matrix from MSC Admins.
Partners must check multiple reports and processes regularly for the sharing system to work in Partners:
- Onshelf Holds (Daily): the Onshelf Items wizard is a “live”
list of items currently sitting on the shelf that need to be pulled to fulfill holds. This wizard is found in Workflows circulation and must be checked daily when a library is open. Because it is "live" and dynamically changes as holds are places, it can also be checked on closed days and throughout the day for faster patron service.
- Manage Hold Shelf (Daily): the Manage Hold Shelf wizard is a "live" list of items currently on the hold shelf that have become INACTIVE. Inactive holds that have been cancelled, removed, or expired need to be pulled from the Holds shelf and sent to their next destination. Items will either become available to the next person who has a hold at the library, or will move automatically to INSTRANSIT if they are filling a hold elsewhere or returning to the owning library. To ensure that items get transited to the proper place, or to produce shipping or holds slips, check each item in once you have pulled it off of the holds shelf.
- Holds pickup notices: (Daily) these are email, SMS text, or printed
notices notifying cardholders that a hold is available and ready for pick up.
- Holds to Copies: (Monthly) This report shows library titles that have a high ratio of holds (for their patrons) to available items.
Libraries may use this report to find popular items that they should buy. Each
library can set the threshold they want for this report. For example, the
report might show all titles that have three holds from a specific library for
each available copy. Contact the MSC to set up or change this report.
- Purchase Alert: (Monthly) This report produces a list of
titles that have more than a set number of holds. Again, each library can set
the threshold. For example, the report can show all Partner titles with more
than three holds. As with the Holds to Copies report, libraries may use this
list to guide them in purchasing materials for their library. The report can
also be used to find titles that have multiple holds because there is a
problem, such as the sole copy on the title being checked out to BINDERY. Contact the MSC to set up or change this report.
- List Holds Over X Days/Months Old: To ensure that patrons
do not wait an unreasonable amount of time for their holds, some libraries run reports for items that have been on hold for a long period. Reports can include holds over 60, 90, or 120 days. Contact the MSC to set up or change this report.
It is each Partner’s discretion as to how to resolve
unfulfilled holds. However, when an item is determined to be unavailable in the
system – for any reason – owning libraries must notify Partner libraries that
have holds on that item. Requesting libraries can then pursue other borrowing
options, purchase a copy, or remove holds and notify cardholders.
- List Transits FROM: (Weekly) lists items that have been
in-transit from other libraries in the group to the report library for 2 weeks
or longer. Libraries should keep an eye out for these items as they may be lost
- List Transits TO: (Weekly) lists items that have been in-transit to other libraries in the group from the report library for 2 weeks
or longer. Libraries should keep an eye out for these items as they may be lost
- Weekly Holds Filled: (Weekly) stats on number of holds
filled during the past week in which the report library was the pickup library.
- Intransit Stats FROM: (Monthly) stats for the number of
items sent in-transit from other libraries in the group to the report library.
- Intransit Stats TO: (Monthly) stats for the number of
items sent in-transit to other libraries in the group from report library.
Appendix IV: Partners Task Force Single Partners Card Recommended Procedures
Starting in May 2017, Partners adopted a Best Practice of one library card per
user in the Partners system of libraries. The
library card that remains active is ultimately the patron’s choice. In special cases, patrons may request to keep both cards (for example, if they are eligible to have cards in two locations and the cards allow different database or materials access). The decision to give out a new library card that may be a duplicate is the decision of the library and is subject to their rules for who is allowed to have a card in their own library system. Libraries concerned about a duplicate card should contact one another to establish if a duplicate card is warranted. In general, if a patron has moved from one location to another and does not plan to utilize their original library, they should get a new card in their new location and the new library should contact the old library so that they can deactivate the card once they confirm with they patron.
If a patron is reluctant to get rid of an old card because of MontanaLibrary2Go holds or checkouts, libraries can put in a MTLib2Go ticket to request that their old barcode/account with their new barcode/account.
ADDING/UPDATING PATRON RECORDS
When adding or updating a patron record to the Partners
database, the following fields must be completed to provide enough identifying
information to determine whether there is a duplicate in the system. Please use
these specific field names:
BASIC INFO TAB:
- FIRST NAME
- MIDDLE NAME
- LAST NAME
- BIRTH DATE
- USER CATEGORY 4 of EMAIL must be selected in addition to adding an email address on the Address tab for a patron to receive Email notices.
Each address should be listed separately in Address 1,
Address 2, or Address 3.
- PHONE (Enter at least one phone number in one of the phone
fields – the first “phone” field listed will be the phone number printed on
- EMAIL (if available)
BEST PRACTICE FOR ADDRESSES:
It is recommended that both a physical and mailing address
(if different) be entered into the database. The mailing address should be
marked as Primary.
When renewing privilege and/or updating patron records, it
is recommended that you do not read the phone or address to the patron, but
rather require them to tell you their address and phone number. This avoids the
auto-reply of Yes even if the information is not completely accurate.
BEST PRACTICES FOR USER REGISTRATION:
PATRONS WITH MULTIPLE CARDS IN THE SYSTEM
Before adding a new patron record, do a search of the MSC
Partners database (change “in this library” to PARTNERGRP). A search by name
should be conducted and compared to middle name and date of birth to be
verified against any possible matches. If a match is found, the following
script will guide you in assisting the patron:
It looks as though you currently have an active card at [Library]. Did you know that your current library card can be used to checkout
items from over 30 Partner libraries in Montana, including ours? You only need
one card in our Partners system. If you find that you will be using our library
most frequently, then I can cancel your [Library] card and open a new one for you
here. The advantage to this is that only the library with which you have a card
has access to make changes to your information and to renew your card. Would
you prefer to keep your old card or would you like me to cancel that card and get
you a new card here?
If the patron prefers a new card, ask if they use Overdrive/Libby and have holds on audiobooks or e-books. If they do, you can merge their user IDs in Overdrive. Instructions to do this are included in the document Partners Sharing Group Replacement Card Procedure.
To cancel a patron card at a library other than your own, phone the other library or send an email to the address listed on the MSC Partner Contact List with subject line: DUPLICATE PATRON RECORD: REMOVE CARD. Provide the barcode number and name so that staff at the receiving library can delete the patron. This should be done as needed, but should not exceed one week after the new record is added.
PATRONS WITH MULTIPLE CARDS AND FINES/FEES
After searching for possible duplicate accounts, if you find
that the patron has a card at another library and owes money, you may inform
the patron that they must pay off their fines/fees before a new card can be
issued and the old card cancelled. Per the MSC Partners Resource Sharing Group
Policies and Procedures Manual under Part One: Circulation Rules, “Cardholders
may pay fines at any Partner Library. Fines paid remain at the collecting
library.” The following script will guide you in informing the patron:
I see that you have a card with [Library] and that you owe $
.__ on that card. Before I can cancel that card and issue you a new card here,
you will need to pay off the fines and fees owed to [Library]. You may pay your
fines at this library or at [Library].