Using collection agencies to retrieve overdue public library materials Best answer on the web

Posted in: darrelrussell.com edit
07 Jan 2009
  • A city I'm working with would like to know what the experiences of public libraries have been on using collection agencies to retrieve long over-due library materials. For example, whether they retrieved enough materials to justify the cost and the time involved, what the problems/pros/cons of using a collection agency are, etc. They're also interested in knowing how to contact collection agencies that do this type of work (address, phone #, web site, etc.).


  • ERRATUM:

    The second sentence of my answer, which begins "This company serves a
    variety public libraries...", should read "This company serves a
    variety of public libraries..."

    ~pinkfreud


  • I have found Unique Management Services, Inc. to be the library collection firm most often mentioned on the Web. This company serves a variety public libraries, from the very large (New York City, Los Angeles) to the very small (Holland, Michigan).
    "Unique Management Services partners with libraries to recover overdue materials and monies. Our gentle yet effective approach yields results without alienating patrons. We work exclusively with libraries and understand their special needs. Our partnerships with automation vendors make it easy for libraries to use our service with minimal commitment of staff time. And our emphasis on material recovery and patron goodwill sets us apart from traditional collection agencies. Please contact us today to arrange a risk-free trial of our service...
    Unique Management Services, Inc.
    800-879-5453
    119 East Maple Street, Jeffersonville, IN 47130
    mailto:info@unique-mgmt.com "

    Unique Management Services, Inc.
    http://www.unique-mgmt.com/

    Below you'll find a selection of the many online mentions of Unique Management Services:
    "In an effort to collect some of the $400,000 owed the county in overdue fines and lost inventory, Durham [North Carolina] officials have hired Unique Management Services Inc., an Indiana collection agency that specializes in tracking down scofflaw book borrowers... Based in Jeffersonville, Ind., Unique has been in business 10 years and has contracts with more than 520 library systems in United States and Canada, including New York City, Dallas and Seattle."
    The News Observer: Library is out to get its dues
    http://newsobserver.com/news/story/2772703p-2569803c.html

    "A recent presentation by a Unique Management representative convinced [Herrick District] library leaders, who agreed to a 90-day trial of the system, with continuation based on evaluation of its effectiveness at that point. The library will pay Unique after charges or overdue fines are successfully collected from patrons...
    Unique Management has experience working with libraries and specializes in the recovery of overdue materials, according to Gary Pullano, Herrick's public relations coordinator. Within the Lakeland Library Cooperative, of which Herrick is a part, the Grand Rapids and Kent District library systems use Unique as well."
    Holland Sentinel: Library hires collection agency for overdue books
    http://www.hollandsentinel.com/stories/071601/loc_0716010011.shtml

    "The Lubbock City Council approved a contract at its February 27 meeting to allow the Lubbock Public Library to use a collection agency to help encourage patrons with overdue materials to return them to the library. Unique Management Services, Inc. has been selected as the collection agency for the library."
    Lubbock Virtual City Government: Collection agency to retrieve overdue library materials http://www.ci.lubbock.tx.us/article.asp?ID=1135

    "The Henry County [Missouri] Library Board of Trustees enacted a policy at its September board meeting to use a collection agency to help encourage patrons with overdue materials to return them to the library. The Library Board voted to pass the cost of this service on to each patron whose account is handled by the collection agency... Unique Management Solutions has been selected as the collection agency for the library. Unique Management works with libraries throughout the United States and specializes in the recovery of overdue materials and has an excellent record of treating patrons professionally."
    TACnet: Henry County Library Using a Collection Agency for 'Overdues'
    http://tacnet.missouri.org/hcl/overdue.html#CollectionAgency

    "Boone County [Kentucky] Public Library officials figure if residents won't return overdue books out of the goodness of their hearts, maybe they'll do it for the good of their credit ratings. On Aug. 15, the library will begin turning over accounts for patrons who have materials at least 60 days overdue worth more than $50 to Unique Management Services Inc., a collection agency based in Jeffersonville, Ind., that specializes in recovering overdue library materials."
    Kentucky Post: Library to use collection agency
    http://www.kypost.com/2003/08/09/boone080903.html

    "The debt collection system of Unique Management Inc. is now integrated with Library.Solution to help libraries recover overdue materials and fines/fees accumulated by patrons. When a patron exceeds overdue balance thresholds specified by the library, the system provides the patron's information to Unique Management. Unique Management then writes or phones to recover the overdue fines and/or materials. Unique Management uses a gentle, professional manner to maintain the patron's goodwill throughout the process.
    The debt collection is an automated process reduces library staff time spent on collections, maintains patron goodwill, and recovers a high percentage of overdue materials. Libraries can configure the debt collection module to run for the entire library system or for specific branches in an automatic or manual mode of operation."
    The Library Corporation: Library.Solution Third Party Add-ons
    http://www.tlcdelivers.com/tlccarl/products/ils/lsthirdparty.asp

    "Unique Management Systems, collection agency under contract with New York City's three public library systems, is taking tough approach to borrowers who fail to return books and pay late fees."
    New York Times: Steel Library Card in Velvet Glove
    http://query.nytimes.com/gst/abstract.html?res=F7091EF63A5B0C758CDDAB0894D8404482
    "Though library use of a collection agency has been controversial in some communities, like San Francisco, the Los Angeles Public Library Board of Commissioners has approved a pilot program with such an agency. According to the Los Angeles Times, borrowers owing more than $50 for 45 to 90 days will be turned over to the agency, Unique Management Services Inc. If, after 120 days the material is not returned or fines paid, the fines will be reported on the borrowers credit record."
    Library Journal: LAPL To Use Collection Agency
    http://libraryjournal.reviewsnews.com/index.asp?layout=article&articleid=CA106263&publication=libraryjournal
    "Dynix, the world’s leading provider of library technologies, announced today the availability of Horizon Debt Collect 2.0 for both Horizon and Dynix ILS customers. Dynix has also relaunched its relationship with Unique Management Services, the sole-source provider of automated recovery solutions for Horizon Debt Collect customers."
    Dynix Library Information Systems: Newsroom
    http://www.dynix.com/about_us/press/2003/9670.asp

    "VTLS Inc. is pleased to announce the completion of an interface between the Virtua - Integrated Library System and Unique Management Services, Inc. Unique Management is the leading material recovery service for libraries in North America."
    VTLS Inc.: VTLS Develops Interface to Work with Unique Management
    http://www.vtls.com/Corporate/Releases/2003/june4.shtml

    ======================================================================
    Here are a few remarks regarding the successfulness of library collection services:
    "Only one-tenth of one percent of items checked out of the library becomes overdue and most of those are returned within a week of the notice being mailed.
    The fraction of items that become seriously overdue are now handled by a Collection Agency specializing in libraries.
    In the past ten years, they have collected the return of long overdue library materials totaling over $ 60,000 in value, and $ 25,000 in overdue fees and costs."
    Public Library of Steubenville and Jefferson County: Overdue Items
    http://www.steubenville.lib.oh.us/director/archive/10503.htm

    "Betty Parry of Winnipeg Public Library provided information on the implementation process for automating WPL's materials recovery program. Using Unique Management Services, a collection agency specializing in libraries, and the DYNIX Debt Collect module, WPL was able to use technology to successfully recover overdue materials. If a collection agency fee is charged, the service can be cost neutral to the library, and it does not create extra workload for staff."
    Canadian Library Association: Practical Technology Applications in Public Libraries http://slip.cla.ca/divisions/capl/session319.htm

    "I've successfully used collection agencies in two libraries. We now use Unique Management Services and are very happy. They handle everything electronically. Our former service had us fill out vouchers.
    The public response had been pretty good. No one likes to get a message from a collection agency, but it sure gets them to bring in their materials. I don't mind when folks complain about being turned over to the agency. The deadbeats are stealing public property when they keep library books.
    We use the gentlest letters offered by the collection agency so we don't come off as thugs. It isn't cheap, but it is much less expensive than replacing books that have not been returned."
    Berkeley Digital Library SunSITE: Collection Agencies
    http://sunsite.berkeley.edu/publib/archive/0307/0235.html

    "Mr. Weeks also reported on the successful material recovery of almost one million dollars in materials and money through the use of Unique Management Services. Mr. Weeks reported that circulation has gone up 12% - more than twice the previous year. He felt part of the reason for the increased circulation was the fact that materials were being brought back into the collection from the retrieval efforts. Mr. Weeks explained to the Board that he had taken several calls from patrons who had received the collection letter. Patrons were not angry but rather concerned that they not be black listed and unable to have access to library materials."
    Sno-Isle Regional Library: Board Minutes
    http://www.sno-isle.org/about/board/minutes/minutes_2001-8-27.html

    ======================================================================
    Google search strategy:

    Google Web Search: "libraries" + "overdue books" + "retrieve"
    ://www.google.com/search?hl=en&ie=UTF-8&oe=UTF-8&q=libraries+%22overdue+books%22+retrieve
    Google Web Search: "libraries" + "overdue books" + "collection"
    ://www.google.com/search?hl=en&ie=UTF-8&oe=UTF-8&q=libraries+%22overdue+books%22+collection
    Google Web Search: "library" + "collection agency"
    ://www.google.com/search?hl=en&ie=UTF-8&oe=UTF-8&q=library+%22collection+agency
    Google Web Search: "unique management services"
    ://www.google.com/search?hl=en&ie=UTF-8&oe=UTF-8&q=%22unique+management+services
    ======================================================================
    I hope this information is helpful. If anything is unclear, if a link does not function, or if you have any questions about my research, please request clarification; I'll be glad to offer further assistance before you rate my answer.
    Best regards,
    pinkfreud


  • I would think that the amount recovered would barely cover the the cost of recovery even if you put no limits on the pressure the collectors can apply. Since the money owed is often the result of errors by library employees, I think the collection effort would be very bad PR. Neil


  • Very thorough response. Thank you.


  • Thank you very much for the five-star rating and the generous tip!

    ~pinkfreud