Patron privacy

[Linda Wisneski]

Hello Folks!

Wow! October already. It's gorgeous here in Estes; hopefully just as gorgeous where you are.

I have a question about patron privacy and patron accounts. We allow patrons to give permission for others to either pick up holds and/or use their account. Of course, we do check the ID of the party to ensure they are who they say they are.

My question is, how do you all handle this? If a person is authorized to use another's account, can they get checkout information? In other words, can they find out the name of items checked out by the individual? I'm wondering if we need to be more specific in our wording.

Looking forward to your answers!

Thanks!

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Linda Wisneski

Patron Services Supervisor

970-586-8116 x816 
PO Box 1687 / 335 E. Elkhorn Avenue
Estes Park, CO 80517

[Jennifer Hoffman]

Hi there,

Our approach to this has changed a bit over the years as more options have become available with technology.  

Our formal and now, least often needed approach, compliant with CRS 24-90-119, provision 2b, has been to have the customer complete a Multiple User Card application, listing additional borrowers they wish to allow access to their account for checkout and hold pick up purposes. Those additional users must also have a DPL account in good standing and we use our ILS' associated patron function to link the 2 accounts.  The agreement is not automatically reciprocal. The additional user listed must also submit a Multiple User Card application, listing the other party as an additional user, for reciprocal borrowing rights.

Less formally, customers have the ability to link cards independently using our mobile app when they have both the card number and password.  This provides them a copy of the other party's digital library card that they can carry on their phone along with their own digital card. They can check out and see each other's holds.

We do our best to make accessing library resources painless and assume "implied consent" when one customer presents another customer's physical card. This basically means that one customer can lend another customer their library card for the purpose of hold pick up, check out or internet access. The person named on the card is responsible for any items checked out to the account. Cardholders assume any and all risk that comes with sharing their card.

When we know a customer is using another individual's library card, we allow check out and hold pickup but we will not provide any information regarding other titles checked out/requested on the account, phone number, address or any other information on that record.

Not to keep going BUT, customers who know one another's card numbers or usernames have the ability to key in those values along with the cardholder's password at self checkout.

-Jennifer at Denver Public Library

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Jennifer J. Hoffman

Manager of Books & Borrowing

Denver Public Library

denverlibrary.org

720-865-2034

[Gregory Roes]

We allow patrons to pick up the holds of others using their own account; overriding the ILS message that alerts us that it is on hold for someone else.  We have not had many issues with this practice.  If the person picking up the holds has the card of the person whom they are picking holds up for, then we fall back to our policy statement of "...possession of the library card implies consent" and at that point, they would check the items out on the account of the person who placed the hold.   Using the "possession" clause above, we would also allow them to see other items checked out on the account, pay bills, place additional holds etc.  This also assumes they know the account PIN.  Because our self-checks display account checkout, bill and hold information, we are not sharing anything that they would not have access to if staff was unaware of who was using that card.

Regards,

Greg Roes

Pikes Peak Library District

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[Heather Poe]

Bemis also treats possession of the library card or library card number as implied consent and allows checkouts, hold pickups, and access to account information.  We don't have linked accounts or official multiple users, so sharing the card or account number is the mechanism patrons use when asking/allowing others to conduct any business on their account.  We explicitly tell patrons about this when they register.  

Heather Poe

she | her | hers

Circulation Services Supervisor

Edwin A. Bemis Public Library

6014 South Datura Street

Littleton, Colorado 80120

littletongov.org

Twitter | Facebook | YouTube

 

At the library Sunday, Monday, Wednesday, and Thursday each week

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[Kristin Farr]

Jeffco libraries use a similar approach to what Greg has outlined below. Possession of the card/account number will gain access to any information, including checking out holds. This is in part because one can get that info and check out things by typing the account number into our self-serve check out kiosks.

For those that ask about access to kids/spouse or other accounts we recommend they save that person's account number in our MyJCPL app or take a picture of the barcode, put it in a note, memorize it, etc. etc.

KRISTIN FARR

(she/her/hers)

Patron Experience Coordinator: Experience Design

o: 303.275.5325 | kristi...@jeffcolibrary.org

 

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From: 'Gregory Roes' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
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We allow patrons to pick up the holds of others using their own account; overriding the ILS message that alerts us that it is on hold for someone else. We have not had many issues with this practice. If the person picking up the holds has the

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[Logan Macdonald]

Hi Linda,

We do something similar here at Anythink.  There are a couple of different ways customers can share account access in our system.  One, our ILS allows individuals to set up "relationships" in the OPAC that work kind of like friend requests on social media — both sides have to agree to link the accounts — and then they can both see each other's holds, overdues, and checked out items.  We love that library staff has no involvement with setting up these "relationships" in the ILS.  We also encourage families to load multiple accounts into our app so they can have access that way.

For checking out, our rule has always been that if you have their card or know their number, you can check out their holds on their behalf.

Thanks,
Logan

LOGAN MACDONALD | Director of Products and Technology

lmacd...@anythinklibraries.org
…………………….
Support Services
5877 E. 120th Ave.
Thornton, Colorado 80602
303.405.3293
anythinklibraries.org

 

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