Update to Missing Pieces Process

We have a high number of missing items sent to Collection Services Department (CSD) that are never reunited. Customers aren’t returning the missing piece. CSD averages a 28% reunited rate with an average of 38 items sent to them weekly. After three months on the CSD shelf, a manual fine for the replacement cost is added to the customer’s account.

Additionally, we are sending the wrong message to customers regarding our Claims Never Had process by saying “oh, it’s fine, I’ve removed it from your account, so you don’t need to worry about it anymore” type of language. Only 2% of materials marked Claims Never Had are returned/found. The current missing pieces process is adding to the message that we aren’t concerned about our material being returned.

At the July Circulation Forum meeting, the Manager of Access asked for their thoughts on changing the missing pieces process to have frontline staff add a manual fine for the replacement cost to the customer’s account before routing the item to CSD. They provided positive feedback and had great questions. A workgroup was then created and discussions were held at the September 2020, January 2021, and February 2021 Access Manager meetings.

At the March 2021 Access Manager meeting, it was decided we would move forward with the materials missing pieces proposal and it would be implemented on Wednesday, April 1, 2021. Beginning April 1, frontline staff will add a manual fine for the replacement cost of the item before routing the item to CSD.

In this post, you will see the full proposal as well as read the steps frontline staff are to take on handling missing pieces effective April 1, 2021. The access manuals and trainings will reflect these changes in the April 14 manual updates. On April 1, updated missing pieces letters in English and Spanish will be posted on the Access Services Documents page on the Intranet.

Please ask your supervisor or the Manager of Access any questions you may have regarding this change.