1. Andy Bussey Head of Digital Services and Systems Lynn Sykes Head of Customer Services University of Sheffield, UK

2. We had a dream of a fabulous library

3. Alma migration History O Migrated to Alma in Summer 2013 O We did not get configuration for fines correct at first O Until early 2014 we could not retrospectively re-introduce fines

4. Our Alma aspirations O Automatic Renewal O Fines on requested items only

5. Why fine at all?

6. No More Fines pilot

7. No More Fines Pilot Changes to overdue procedure O Pre-overdue sent 2 days before due date O Due Today emails O Lost Book warning email – when 7 days overdue O Book made Lost 14 days overdue and a pro- forma invoice issued O Borrower invoiced when book 21 days overdue

10. Aspirations Achieved? O Accounts & renewals managed by Library O No more fines O Request driven lending service O Reliance on customer cooperation O Collaborative approach

11. A request driven lending service

12. Greater customer focus Ask students – what does a good request service look like? Focus on requester – how can we get the book to them in an acceptable time? High demand list Missing books Long overdue books Looks at ways to support “No More Fines

13. A View of the future Request placed Physical item PDA Inter-lending Digitisation

14. Any Questions?