Posts in Category: Blog Post

Patron Phone Calls: The 8 Most Common

In Unique’s 10+ years of answering patron phone calls, we’ve identified the trends of why patrons are reaching out to contact their local library. While the answers will vary from library to library, the questions remain the same. These eight categories encompass 80% of patron phone calls. Patron Phone Calls: The 8 Most Common Circulation … Continue reading “Patron Phone Calls: The 8 Most Common”

Time to Reopen? Support for Libraries in Need

Time to Reopen? Patrons are hungry about reengaging with library services as soon and as safely as possible. With the prolonged pandemic, we are seeing staffing upended at libraries through a combination of unfilled retirements, furloughs, and layoffs. Budgets are tight at a time when it’s a time to reinvent and redeliver library service. Combine that with the ever-expanding reach of how libraries serve their … Continue reading “Time to Reopen? Support for Libraries in Need”

Live Chat Software – Staffing and Designing for Real Patron Needs

Who’s Staffing Your Live Chat Software? What type of service is live chat for your digital branch, and how do you decide who is going to be staffing your live chat software? Knowing what type of questions patrons will be asked is important to know who those questions should be directed toward. When we talk … Continue reading “Live Chat Software – Staffing and Designing for Real Patron Needs”

Blocked Patron Reengagement

Blocked Patrons? Now What? When a patron fails to return an item or a few, you’ll send overdues, reminders, and then finally a bill. What happens then? If you are not partnering with Unique for Material Recovery, likely nothing is happening with those patrons and a once valuable library patron is totally disconnected from their … Continue reading “Blocked Patron Reengagement”

E-Media Support From Unique

Assisting patrons with your digital resources when virtual support is the only option can be a challenge for many teams. We have found that there are four steps to successfully providing e-media support for patrons and these principles don’t only apply to remote support, but onsite support as well. Recognize and Organize Your Resources In … Continue reading “E-Media Support From Unique”

Email Service: The Unique Way

  Our clients have found that most of their patrons prefer email over other standard methods, for example, phone calls, SMS & MMS messages and direct mail. Nationally, 62% of email service users prefer email as their main source of contact with a brand. Library patrons have the same preference. With this being the case, … Continue reading “Email Service: The Unique Way”

Maintaining an Accurate Patron Database

Maintaining an Accurate Patron Database How long are your library cards good for? Most libraries assume a patron will live at the same address for three years and use this as their default card expiration. Suddenly a patron goes to check out an item and must refresh their card assuming they are in the library. … Continue reading “Maintaining an Accurate Patron Database”

Fines Free, is it Right for Your Library?

Key Points Worth Considering when Exploring the Switch to Fines Free: Staff Friendly– Fines Free with Unique means fewer transactions that reduce time staff spends with each customer and expedites lines at the circulation desk. Unique’s automated process streamlines the process when accounts are overdue.  This means increased efficiency and more flexibility.  Staff can be … Continue reading “Fines Free, is it Right for Your Library?”

Full Channel Notifications from Unique

Full Channel Notifications Each patron has Unique preferences for how they want to be notified of hold notifications, overdue books, bills, newsletters, and any other communication from the library. Depending on the type of notice, patrons may have multiple communication preferences. Having flexibility to meet your patron expectations ensures they are going to utilize your … Continue reading “Full Channel Notifications from Unique”

Message BEE Reporting

Message BEE, Reporting for Duty Did you know Message BEE has reporting that both Marketing/Communications and Circulation Departments will be interested in?  Circulation: When was the last time you heard “I didn’t receive it!” for a notification. With Message BEE, there’s no more guessing. In the Message BEE portal, click “Detailed Search” and search for the patron’s … Continue reading “Message BEE Reporting”