Overdue and Lost Items

While we strive to keep control over the items other libraries send us, some items are lost or become significantly overdue. It is important to keep communication open about these items so everyone is aware of the situation.

Significantly Overdue Items

An item is considered significantly overdue if we start receiving overdue emails from the lending library, or if it has been flagged as overdue by OCLC. When this happens, we do our best to get the item back from the patron as quickly as possible.

Upon receipt of the first overdue email or the first appearance of the overdue flag in ILLiad, an email, similar to the loan recall email, should be sent to the patron letting them know how overdue their book is and that the lending library needs it back.

Example email:

Dear Patron,

A loan that is checked out to you:
Loan Title: The Big Book of Examples
Loan Author: Eddie Example
TN: 123456

is now ## days overdue. Please return it to the library as soon as possible.

Thank you for the rapid return of this item.

If you have any questions about this email, please contact us at cuill@nullclemson.edu.
Our office phone number is 864-656-5186.

Sincerely,
Cooper Library Resource Sharing Office

When the item becomes one month overdue, more aggressive emails need to be sent to the patron, and the patron should be telephone about their item.

Example email:

Dear Patron,

Your interlibrary loan, title (TN ######) is now ####time overdue. The library that loaned us this item is wondering why we have not sent the item back to them. If we receive an invoice, the amount we are charged for the book will be billed to you, and you will be responsible for that fee. The library has also said that all Clemson University users will be blocked from borrowing their books if we do not return this item immediately.

Failure to return this book could result to a loss of privileges for all Clemson University users, as when we borrow books we do so in the name of the university, not in your individual name. Delinquent returns damage our reputation in the university community and put the ability to borrow materials at risk for everyone here.

Since your book is over one week overdue, your ILL account is blocked. Your library account cannot be used either, as the fines for this book exceeds our minimum fine limit.

Thank you,
Cooper Library Resource Sharing Office

If we have still not heard back from the patron by the end of the semester (or when the Resource Sharing Librarian approves it), a request for an invoice should be sent to the lending library, and the patron should be called and emailed to notify them that they will be charged for the item.

Sometime the lending library will send an invoice without our prompting. When this occurs, the patron should be called and emailed to notify them that they will be charged for the item.

When the invoice arrives, three copies should be made. The ILLiad request should also be printed. A total of 4 copies of the ILLiad request are needed. The ILLiad requests should be stapled to the back of the invoices. The original should be kept with the borrower’s billed items records. A copy should be given to the resource sharing librarian for her records. A copy should be taken to Tammy Crane so she can pay the lending library. A copy should be taken to Fredda Owens who will invoice our patron. At this time, the request can then be routed to “Request Finished.” The OCLC Special Messages: Overdue flag will eventually age out and disappear, though this will take some time.

Lost Materials

Interlibrary Loan items can be lost in a number of places and often turn up after some time. However, some items disappear never to be seen again, and as responsible borrowers we must deal with these items.

When you suspect an item has been lost, try to track down the item. Trace courier routes, contact branch managers, and view Millennium records. Document all of your steps in the notes field of the request.

Wait until the item becomes significantly overdue before contacting the lending library in case the item decides to “magically” reappear.

When it is time to contact the lending library, send them an email explaining the situation and asking if they would like to wait a little longer to see if the item shows up or if they would prefer to send an invoice.

When the lending library responds, act according to their response.