A.  Re-evaluate hours of operation, fines and fees, food and drink (e.g. fines:  $5 max per item, checkout allowed with a $10 or less balance). 

B. Evaluate the new Sunday hours and pilot new schedules as needed

C.  Collect, evaluate, and respond to customer comment forms on a regular basis

D. Create meaningful reference trackers that reveal how well served the customer was satisfied

E.   Continue to collect and act upon customer wait times

What are we working on?

In 2007, a Circulation Team began studying and discussing potential changes in the library's loan policies and fine and fee structure,   On September 4, 2007, a  major revision of library loan polices and fine and fee schedules was put into place.

Also at that time, Sunday hours became part of the library's year-round schedule, and four additional branches were open on Sundays.  In order to allow Sunday opening at all five locations, Friday hours were changed from 9:30-6 to 2:00-6.

What has been working great for us?

Starting September 2007, the library put new, more customer-friendly loan policies in place.  A three-day grace period was adopted, renewals were increased from two to five, reserve maximums increased from five to twenty-five, checkout limits rose from 24 to 50, and a cap of $25.00 was placed on fines.   Also, back issues of magazines were allowed to be checked out systemwide. 

Sunday hours have been very popular, and Durham citizens now have more convenient access to a branch which is open on Sundays.