Secondary Lending Processing
After you've sent materials to borrowing libraries, your lending relationship doesn't end—it evolves. Secondary processing handles all those special situations that arise after the initial loan: renewals when patrons need more time, recalls when your own users need materials back, overdue notices when items don't return on schedule, and those unfortunate times when materials come back damaged or don't come back at all. This guide walks you through managing these situations professionally while maintaining positive lending relationships.
Understanding When Secondary Processing Kicks In
Think of secondary processing as the customer service side of lending. While primary processing is about getting materials out the door, secondary processing is about managing the relationship throughout the loan period and handling any complications that arise.
The Situations You'll Handle
Your secondary processing work typically involves several scenarios. Renewal requests arrive when borrowers need extended time with materials—perhaps their patron's research is taking longer than expected. Recall requests happen when your own patrons suddenly need materials you've lent out. Overdue returns require diplomatic follow-up when items don't come back on time. Damaged returns need careful documentation and negotiation. Lost items demand persistence and eventual resolution. And occasionally, you'll face special conditions that don't fit any standard category.
Where to Find Your Secondary Work
Items needing secondary attention appear in dedicated queues. The "Awaiting Secondary Label Printing" queue holds requests that need additional labels—maybe for recalls or special shipping situations. Your "Overdue Items" queue shows all materials past their due date, sorted by how overdue they are. And the "Problem Resolution" queue catches everything else that needs special handling.
Secondary processing often involves direct communication with borrowing libraries. Your tone and professionalism in these interactions can mean the difference between a quickly resolved issue and a damaged partnership. Always approach these situations as collaborative problem-solving rather than confrontational.
Processing Renewal Requests
When borrowing libraries request extensions, you're balancing their patron's continued need against your own collection availability. These decisions require both policy knowledge and situational judgment.
Evaluating Renewal Requests
Start by reviewing the complete picture. Check when the item is currently due and how long the borrower has already had it. Look for any explanation of why they need more time—legitimate research delays deserve consideration. Verify your renewal policies—many libraries allow one renewal if no local need exists.
Next, investigate your local situation. Has anyone placed a hold on the item? Faculty members' semester-long needs typically take precedence over renewals. Is the item going on course reserve soon? The answers guide your decision between approval, denial, or perhaps a compromise with a shorter extension than requested.
Approving Renewals Smoothly
When you can accommodate a renewal request, the process should be straightforward. Click "Process Renewal" and enter the new due date—typically another loan period from today, not from the original due date. If you're granting a shorter extension than requested, add a note explaining why.
The system automatically notifies the borrower of your decision, including the new due date and any conditions. Document your decision in the request notes, especially if you're making an exception to standard policy. Track how many times an item has been renewed—this information helps with future decisions and policy development.
Denying Renewals Professionally
Sometimes you simply can't extend a loan. When denying a renewal, clarity and professionalism are essential. Select the most accurate reason from your system options: item needed locally, maximum renewals already reached, policy restriction against renewals, or other specific circumstances.
Your communication should explain the decision while maintaining the lending relationship. Instead of a blunt "Renewal denied," try "Unfortunately, we cannot extend this loan as the item has been requested by one of our faculty members for course reserves. Please return by [date] to avoid overdue fees."
After denying a renewal, monitor the return closely. Items denied renewal sometimes become overdue problems, so flag them for follow-up if they're not returned promptly.
Most libraries allow one renewal if no local need exists, but your institution may differ. Whatever your policy, apply it consistently. Document any exceptions thoroughly—you'll need to explain why you renewed Professor Smith's book three times when you typically allow only one renewal.
Managing Recalls Effectively
Recalls flip the usual lending dynamic—now you're the one needing materials back before the original due date. Handling recalls professionally maintains relationships while meeting your patrons' urgent needs.
Initiating a Recall
Before recalling an item, verify the need is genuine and urgent. A faculty member needing materials for next week's lecture justifies a recall; a student wanting a book "sometime this month" might not. Check whether alternatives exist—can another edition work? Is there an e-book version? Recalls should be your last resort, not your first response.
When recall is necessary, process it promptly. Click "Recall Item" and set a reasonable return deadline—typically 7-10 days for domestic loans, longer for international. The urgency level affects your notification approach: true emergencies might warrant a phone call in addition to the system's email notification.
Following Up on Recalls
Recalls require active monitoring. Check whether the borrower acknowledged receipt of your recall notice. If not, follow up within 48 hours—emails can end up in spam folders. Track the return progress and note any shipping information provided. Most libraries respond quickly to recalls, but be prepared to escalate if needed.
If a recalled item doesn't return by your deadline, escalation becomes necessary. Send a stronger reminder emphasizing the urgent need. Contact the ILL supervisor directly if you haven't been dealing with them already. In extreme cases, you might need to involve department heads or consortium contacts. Document every contact attempt—you may need this record if the situation deteriorates.
Mastering Overdue Management
Overdue items are an inevitable part of lending. Your approach to overdue management can either strengthen or strain lending relationships, so handle these situations with professionalism and escalating firmness.
Reading the Overdue Signals
Your overdue queue provides crucial information at a glance. Items appear sorted by how many days overdue they are, helping you prioritize your efforts. You can see the original due date, calculate how late items are, review borrower information to check for patterns, and track what notices have already been sent.
The Progressive Notice System
Effective overdue management follows an escalation pattern that gives borrowers multiple opportunities to respond:
Your first notice should be friendly and assume good intentions. Send it 3-5 days after the due date: "This is a friendly reminder that [Title] was due on [Date]. Please return it at your earliest convenience or contact us if you need to discuss renewal options."
The second notice carries more weight. At 10-14 days overdue, your tone becomes firmer: "This is your second notice regarding [Title], now two weeks overdue. Please return immediately to avoid further action. If there are problems with this return, please contact us right away."
The final notice is formal and specific about consequences. At 30+ days overdue: "This is your final notice regarding [Title], now seriously overdue. If not returned within 10 days, we will invoice for replacement costs and suspend lending privileges. Please contact us immediately if there are extenuating circumstances."
Taking Action on Persistent Overdues
When notices don't produce results, direct contact becomes necessary. Phone calls often resolve issues that emails couldn't—sometimes there's a simple misunderstanding or technical problem. Document all contact attempts thoroughly. If borrowers remain unresponsive, consider appropriate sanctions.
Suspending lending privileges gets attention quickly but should be reversible upon item return. Reporting problems to consortial governance bodies leverages peer pressure. Invoicing for replacement costs plus processing fees provides financial motivation. Always leave room for resolution—your goal is getting materials back and restoring normal lending relationships, not permanent punishment.
Handle overdue situations professionally, even when frustrated. Today's problem borrower might be tomorrow's important lender when you desperately need materials for your patron. Firm but fair treatment preserves long-term relationships while protecting your collection.
Handling Damage and Loss
When materials return damaged or don't return at all, you're balancing collection preservation with relationship maintenance. These situations require careful documentation, clear communication, and sometimes creative problem-solving.
Documenting Damaged Returns
The moment you notice damage, document everything. Photograph all damage from multiple angles, showing both the specific problem and its context. Describe the damage in detail—"water damage to pages 45-72, text partially illegible" is more helpful than just "water damage." Compare the current condition to any pre-shipping documentation you have. This evidence supports whatever resolution you pursue.
Assess the damage severity objectively. Minor wear from normal use shouldn't trigger action—books aren't museum pieces. Significant damage that affects usability requires attention. Items rendered completely unusable need replacement or compensation. Your assessment guides the conversation with the borrowing library.
Communication about damage should be prompt and professional. Contact the borrower within 24 hours of discovering damage. Send your documentation with your initial contact. Focus on resolution rather than blame: "We received [Title] back with significant water damage (photos attached). How would you like to handle this situation?"
Resolving Damage Issues
Resolution options vary based on damage severity and your relationship with the borrower. For minor wear, you might simply note it and move on. Significant but repairable damage might warrant requesting repair costs. Items damaged beyond repair typically require replacement. In some cases, writing off the loss maintains the relationship better than pursuing compensation.
Consider the borrower's response and history when choosing resolution paths. Good partners who immediately acknowledge responsibility deserve flexibility. Libraries with patterns of damaged returns might require stricter approaches.
Managing Lost Items
Lost items require patience and persistence. Before declaring an item lost, exhaust all reasonable options. Send multiple notices with increasing urgency. Make direct phone contact with ILL staff. Involve supervisors on both sides. Sometimes items resurface weeks later from misfiled returns or patron offices.
When you must declare an item lost—typically after 60-90 days—formalize the process. Send a final notice with a specific deadline. Update the item's status in your system. Calculate replacement costs including the item price, processing fees, and any rush delivery charges if you must replace quickly.
Seeking compensation requires balance. Invoice promptly with clear documentation of costs. Include multiple payment options. Remain open to negotiation—partial payment is better than none. Some libraries work out replacement agreements where the borrowing library purchases and catalogs a replacement copy for you.
Navigating Special Situations
Not every secondary processing situation fits neat categories. These special cases require flexibility and creative problem-solving.
When the Wrong Item Returns
Sometimes you'll open a return package to find a complete surprise—a different edition than you sent, the wrong volume of a set, an entirely unrelated item, or even another library's materials. Don't panic; these mix-ups happen more often than you'd think.
Document what you received with photos and detailed descriptions. Contact the borrower immediately—they're probably wondering where your item is too. Work together to solve the puzzle: perhaps items got swapped during processing at their end. Arrange for the correct returns, potentially shipping simultaneously to minimize delay. If you received another library's item, forward it promptly with explanation.
Handling Condition Disputes
When borrowers dispute damage claims, professionalism is crucial. Review all your documentation carefully. Did you note any pre-existing conditions? Can you prove the item left your library in good condition? Are your shipping records complete?
Approach disputes as collaborative problem-solving. Present your evidence clearly but listen to the borrower's perspective. Maybe damage occurred in transit—check whether insurance applies. Perhaps their patron reported pre-existing damage they failed to communicate. Seek fair resolutions that acknowledge uncertainty when absolute proof isn't possible.
Sometimes splitting costs makes sense when responsibility is unclear. Accepting partial payment maintains the relationship. Focus on preventing future problems through better documentation rather than winning current disputes.
Managing Policy Exceptions
Special circumstances sometimes require bending normal policies. A borrower dealing with a natural disaster might need extended renewals. A long-standing partner with an excellent record might deserve extra consideration during a difficult situation. Document all exceptions thoroughly, including the special circumstances, approval authority, specific exception granted, and any conditions attached.
Keep detailed records of all policy exceptions to ensure fair treatment and identify needed policy updates. What seems like a one-time exception often reveals policy gaps that need addressing. Regular exception reviews help evolve policies to match real-world needs.
Making Mobile Work for Secondary Processing
The web client's mobile features transform secondary processing from a desk-bound chore to flexible, efficient work you can handle from anywhere in your library.
Secondary Processing on the Go
Tablets excel at the communication-heavy aspects of secondary processing. Quick status updates happen with a few taps. Photo documentation of damage takes seconds with built-in cameras. Email communication feels natural on touch interfaces. Note addition is swift with on-screen keyboards or voice recognition.
The touch interface makes batch processing intuitive. Swipe through overdue items to send notices. Tap to approve or deny renewal requests. Pinch to zoom on damage photos for better detail. The mobile experience often feels more efficient than desktop processing for these tasks.
Mastering Professional Communication
Since secondary processing involves extensive borrower communication, your approach significantly impacts outcomes.
Maintaining Professional Tone
Your communications should always reflect professionalism, even when frustrated. Use courteous language that respects the recipient. Provide clear explanations that avoid library jargon. Stick to factual statements rather than accusations. Focus on solutions rather than dwelling on problems.
Consider how your messages read from the recipient's perspective. "Your library has failed to return our materials" creates defensiveness. "We're following up on [Title], which was due [Date]. Could you help us track down this item?" invites cooperation.
Documentation Standards
Thorough documentation protects everyone involved. Record all communications with dates and times. Note decisions made and who made them. Track actions taken and their results. Document final resolutions clearly. This record helps with future similar situations and provides evidence if disputes escalate.
Knowing When to Escalate
Recognition of when to involve others is crucial. If you're not getting responses to multiple attempts, involve your supervisor. Policy exceptions need appropriate approval. Persistent problems might require department head intervention. Consortium-level issues need governance body involvement. Don't let pride prevent appropriate escalation—sometimes a fresh voice or higher authority resolves stubborn problems quickly.
Leveraging System Tools
The web client provides powerful tools that support efficient secondary processing.
Tracking Features
Monitor your secondary processing work through comprehensive system tracking. Communication histories show all notices sent. Status changes create audit trails. Problem patterns become visible through reports. Resolution rates help identify process improvements.
Reporting Capabilities
Generate reports that inform decision-making. Overdue statistics reveal problem borrowers or systemic issues. Damage frequency reports might indicate packaging problems. Lost item costs justify collection development budgets. Problem borrower reports support policy enforcement decisions.
Integration Benefits
The system's integration features reduce manual work. Automatic notices follow your defined schedules. Email templates ensure consistent communication. Status workflows route items appropriately. History tracking provides instant access to past interactions.
Building Best Practices
Excellence in secondary processing comes from consistent application of proven practices.
Proactive Management
Stay ahead of problems through regular monitoring. Check overdue queues daily—early intervention prevents escalation. Review renewal requests promptly—borrowers appreciate quick responses. Address damage issues immediately—delays complicate resolution.
Prompt communication prevents many problems. Don't let notices pile up for weekly batches. Respond to borrower inquiries the same day. Keep all parties informed of status changes. Proactive communication builds trust and often prevents small issues from becoming big problems.
Everything in secondary processing benefits from documentation. Create clear paper trails that support your decisions. Protect your institution from disputes. Build data for policy improvements. Good documentation is your best friend when questions arise months later.
Maintaining Relationship Focus
Remember that lending is about relationships, not just transactions. Remain professional even with difficult borrowers. Seek win-win solutions that preserve partnerships. Build goodwill through flexible problem-solving. Foster the connections that make resource sharing work.
Ensuring Policy Consistency
Know your policies thoroughly before making decisions. Apply them consistently across all borrowers. Document any exceptions with full justification. Review policies regularly to ensure they match current needs. Consistent policy application builds trust and prevents accusations of favoritism.
Troubleshooting Common Challenges
Even with best practices, challenges arise. Here's how to handle the most common ones:
When Borrowers Don't Respond
Non-responsive borrowers frustrate everyone. Try multiple contact methods—email, phone, even fax if available. Verify contact information is current through OCLC or consortial directories. Set clear deadlines for responses. Escalate appropriately when deadlines pass. Sometimes technical issues prevent communication—spam filters catch legitimate emails, phone numbers change, or staff transitions leave gaps.
Resolving Disputes
Dispute resolution requires patience and professionalism. Stay factual and avoid emotional responses. Provide clear evidence supporting your position. Listen genuinely to the other side's perspective. Seek compromise when possible. Involve neutral mediators if necessary. Remember that preserving the relationship often matters more than winning the argument.
Handling System Issues
Technical problems occasionally complicate secondary processing. Verify all data entry is correct before assuming system failure. Check that workflows are properly configured. Clear browser caches when displays seem wrong. Contact support promptly for genuine system issues. Don't let technical frustrations affect your borrower communications.
Expanding Your Expertise
Secondary processing connects to many aspects of library operations. Continue building your skills with these related guides:
- Circulation Overview - Understand how check-in processes trigger secondary workflows
- Billing Integration - Learn to process charges for damage and loss
- User Management - Manage patron accounts affected by lending issues
Remember, secondary processing is where good lending relationships are maintained or lost. Your professional handling of these challenging situations builds the trust that makes resource sharing possible. Every renewal processed promptly, every overdue resolved diplomatically, and every damage claim handled fairly strengthens the network that serves all our patrons.
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