Fine Free Gentle Nudge® Material Recovery
Getting materials back into circulation and unblocking patrons has always been the focus of our Material Recovery service. For fine free libraries, that focus remains at the forefront of our process. With a specific set of letters, call scripts, our fine free approach focuses on what matters, and cuts out what doesn't.
Fine Free Libraries & Gentle Nudge® – A Perfect Combination
Listen as Andy Harp, Unique’s Director of Customer Service, discusses how our Gentle Nudge® approach perfectly compliments the goals of libraries who have chosen the fine free model of service.
What is
GENTLE NUDGE®
Libraries provide a crucial service to their communities, but in turn, depend on the patronage of the community to function. Therefore, our Gentle Nudge® process has been designed to meet the unique needs of libraries by effectively working to recover assets while preserving patron dignity and goodwill.
Did you know?
For every 4 overdue patrons, 3 people are waiting for materials on hold.
Overdue patrons are having a bigger impact than you may think. We took a look at some of our partner libraries, and found a surprising fact: overdue patrons are having a ripple effect on other patrons. On average, for every four overdue patrons, they have materials that three other patrons are waiting on in the library.
How big is the problem for your library? Check out our calculator tool to see.
The Process Includes
Letters
Specifically designed letters with fine free verbiage are sent out to respectfully remind library patrons of their materials and reinforces the patron-library relationship.
Calls
Our specialists are trained to call patrons with a specific fine free script to remind them of their materials all while remaining cordial.
Skip Tracing
We make use of the best skip tracing services to identify up-to-date addresses and phone number information.
Patron Engagement
Our goal is for all library patron contact to be influenced by the golden rule – “Treat others the way you would like to be treated.”
ILS Integration
We can provide automated tools that streamline the entire process. This means little to no staff time is needed!
Comprehensive
Our processes are spread across 90-150 days. We provide consistent, friendly reminders to return materials.
One Library's Story of Material Recovery in the Fine-Free Era
Louisville Free Public Library removed overdue fines to make library use more equitable. The policy reduced a barrier to service, but the library still needed an effective, patron-respectful way to return long-overdue materials to circulation and restore borrowing access.
Fine-Free Does Not Mean Material-Free
LFPL's move to fine-free service supported greater accessibility across a large urban system with nearly half a million members and 17 branches. After the transition, however, long-overdue materials still left patrons blocked and kept requested items unavailable to other library users.
Removing Fines Did Not Remove the Need for Returns
Going fine-free was a success for LFPL, but it introduced an operational challenge the library could not ignore. Patrons continued to hold materials beyond the library's normal outreach process, more accounts remained blocked, and items with holds were unavailable to the next person waiting.
The issue was not simply about replacement value. A long-overdue item represents a gap in collection access, added work for staff, and a patron who may no longer be able to use the library fully. LFPL needed to protect the benefits of fine-free service while creating a clear path toward accountability and restored access.
Fine-Free Gentle Nudge Starts Where the Library's Process Ends
LFPL partnered with Unique for Fine-Free Gentle Nudge, a service designed for long-overdue materials and patrons who had not responded to standard library communications. The process begins after the library has exhausted its own tools and uses emails, phone calls, and letters to encourage the return of materials.
The approach focuses on materials without damaging patron goodwill. Rather than accepting payments, Unique directs patrons back to the library, helping create a path for account questions to be resolved, borrowing privileges to be restored, and materials to return to the shelves.
Unique also supported onboarding and training. LFPL staff received a certificate of completion that could be submitted as part of state certification renewal.
A Measurable Return for Patrons and the Collection
In the first nine months of service, LFPL reported meaningful results for both access and collection availability.
Fine-Free Recovery Protects Access for the Whole Community
Fine-free libraries still have a responsibility to keep shared collections available. When an item remains on an account, another patron may be unable to borrow it, staff may need to manage a replacement, and the original borrower may remain disconnected from library service.
Gentle Nudge gives libraries a way to address those consequences without returning to punitive overdue fines. The goal is twofold: bring materials back into circulation and bring patrons back into good standing so they can use the library fully again.
We believe that access to a library and its collections is essential to equitable opportunity for a community.
From the Library
“I have been very pleased with using Unique’s services and wish to thank you for all that you have done to help our library with our recovery efforts on materials. The amount you recovered is half of my yearly budget for materials. As a small library with limited staff and limited resources, I don’t know what I would do without Unique.”
Renae Rountree, Director, Washington County Public Library
From the Library
“We’re extremely happy to be fine-free because it encourages more people, especially our families and youngest patrons, to use the Library. Having Unique Management as a partner to recover our long overdue Library materials is not only effective but reassures our community. that we’re holding people responsible for ultimately returning the Library materials.”
Susan F. Gregory, Director, Bozeman Public Library
Gentle Nudge® Features
Focus on Material Recovery
The process focuses on the recovery of overdue materials and unblocking patrons from the library.
No Additional Staff Time Required
Once set-up, the process becomes completely automated. This is allowed by Unique’s partnership with the ILS vendors.
Protect Patron Goodwill
All contacts are designed to be friendly and with the goal of the patron returning to the library with no effect to the library’s goodwill.
GENTLE NUDGE®
By the numbers
Client Libraries – 1,941
Assets Recovered – $1,157,763,566
Countries Serving – 5
NMLS # 936787
NV Collection Agency License # CAD11130
Nicole Atkins NV Manager License # CM11482
Gentle Nudge Resources
Explore case studies, practical guidance, and the latest resources about patron-centered library material recovery.
Ripple Effects of Long-Overdue Patrons
See how long-overdue materials affect patrons waiting on holds and why timely returns support circulation, access, and the broader library community.
Read More
Gentle Nudge FAQs
Get answers to common questions about Gentle Nudge, material recovery, patron communication, account referrals, reporting, and implementation.
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When Demand Is High, Every Library Item Matters
Learn how material recovery supports patron access, keeps high-demand items circulating, and helps libraries make the most of collection investments.
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Fine-Free Library Material Recovery
Explore how fine-free libraries can recover long-overdue materials while maintaining a respectful, patron-centered approach.
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Material Recovery in the Fine-Free Era
See how material recovery can complement fine-free policies by focusing on the return of library assets and renewed patron access.
Read More How Overdue Materials Affect Everyone
Discover the ripple effect long-overdue materials can have on holds, circulation, collection access, and other patrons.
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10 Reasons for Library Material Recovery
Review ten reasons libraries use material recovery to protect collections, restore patron access, reduce replacement costs, and support circulation.
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How to Read Your ROI Report
Learn how to interpret a material recovery ROI report and connect recovered assets, staff time, account resolution, and service value.
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5 Expert Tips for Getting the Most from Gentle Nudge
Use five practical recommendations to improve referrals, patron communication, workflow consistency, reporting, and material recovery results.
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3 Ways Gentle Nudge Improves the Library Experience for Patrons
See how Gentle Nudge can help return materials, restore borrowing access, and improve the experience for patrons across the library community.
Read More
Understanding Your Monthly Reports from Unique
At Unique, we are committed to keeping you informed about the status of your accounts and any critical updates that may impact on your collections...
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Solutions designed to improve patron communication, strengthen collection access, reduce staff workload, and support library growth.
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Recover long-overdue materials while preserving patron goodwill. Restore access, return items to circulation, and support the goals of a fine-free library.
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