Gentle Nudge has been a proven way for libraries to return materials and unblock patrons for over 30 years. Over the decades, our team has fine-tuned the process and fielded lots of questions about how to get the most out of the process.
We have adapted Gentle Nudge from traditional to fine free libraries as needs have evolved over the years, and now we’ve assembled some of the most useful tips our reps have come up with.
These practical insights—developed from real interactions and lessons across Unique’s client libraries—highlight everyday ways to get more value out of your tools, improve internal workflows, and ensure your staff is empowered.
Here’s our roundup of five recent favorites, and how they can make a real difference at your library.
💡 Pro Tip #1: Make the Most of InfoLink
Your dashboard is more than just a ticketing system—it’s your window into patron interactions.
InfoLink is your library’s direct connection to Unique, we’ve found that many libraries don’t realize just how powerful the platform is. It’s a real-time, secure space where you can:
• View patron contacts and activity history
• Submit account questions or requests
• Check account status and dispute notes
• Track balances, recovery status, and more
Instead of relying on email conversations or chasing down information, InfoLink gives your team immediate access to the most up-to-date patron data from Unique.
🛠️ Put it into action: Set a recurring reminder to log in weekly and review recent patron contacts. Use what you see to identify repeat questions or concerns—and adjust your local workflows accordingly.
📊 Pro Tip #2: Understand Your Monthly Reports
Your monthly reports from Unique aren’t just a record of activity—they’re a valuable tool to help your library understand how your patron communication and recovery efforts are working.
Each report includes key data points that show how accounts are being handled and how patrons are responding. The more familiar you are with the structure and terminology, the more value you can extract.
📄 What to Look For
• Number of accounts submitted
• Total balance submitted
• Accounts resolved
• Dollars recovered
• Return rate
Understanding these numbers helps you evaluate both your internal practices and the effectiveness of your Unique services over time.
🛠 Put it into action:
• Compare this month’s report to previous months to track trends.
• Use the return rate to assess patron responsiveness.
• Share report highlights with your management team or board.
👥 Pro Tip #3: How Duplicate Accounts Can Impact Your Library
Duplicate accounts can cause confusion and create unnecessary complications—especially when balances are involved.
When a patron has multiple records, it’s often unclear which account is accurate. This is especially important when Unique receives a record with a balance and another version of the same patron without one.
Unique actively monitors incoming data for duplicate accounts. When we identify a potential duplicate, we will alert your library and hold the affected accounts from further activity until we receive clarification.
🛠 Put it into action:
When you receive a duplicate account notice from Unique, review and reconcile the records in your system. Regular cleanup helps ensure accurate reporting and consistent communication.
📋 Pro Tip #4: Know the Process for Handling Patron Disputes
Disputes are a routine part of account management—and Unique has a clear process to help your library manage them efficiently.
📝 Step 1: We Document the Dispute
The Unique team records the details in the system. We mark the account as “disputed,” which signals that it requires your review.
🛑 Step 2: We Pause All Contact
Once an account is marked as disputed, Unique stops all outbound contact—calls, letters, emails—until the library reviews the case.
🔄 Step 3: You Review and Respond
Your team can access the dispute through InfoLink and evaluate the claim. Based on your policies, you’ll decide how to proceed.
🛠 Put it into action:
Regularly check InfoLink for disputes and ensure timely responses. No contact resumes until your library makes a decision.
🏛️ Pro Tip #5: Know How to Respond to Bankruptcy Notices
When a patron files for bankruptcy, your library has legal obligations to halt certain communications or collections.
Unique supports this process by sending bankruptcy reports to your team when we receive legal notifications.
Once notified:
• Place a block on the account if needed
• Avoid further balance-related contact
• Follow your internal reactivation policy
🛠️ Put it into action:
Review your procedures to align with how Unique communicates bankruptcy statuses. Make sure frontline staff understand what bankruptcy means and what not to say.
✨ Small Adjustments, Big Impact
Each of these pro tips shares one thing in common: empowerment through knowledge. By using the right tools, processes, and communication strategies, your library can improve patron service, reduce staff stress, and make the most of your Unique partnership.
We recommend setting aside time each month to review recent Pro Tips with your team. Not only will they help reinforce best practices, but they’ll spark new ideas to improve daily operations.
Have questions or want to talk through how any of this applies at your library? Reach out to your Unique Client Services Representative—we’re here to support your success.