Think You Know Gentle Nudge®?
Gentle Nudge® helps libraries recover overdue materials, restore patron access, and strengthen long-term community relationships through a proven, respectful communication process.
Unblock Patrons
Return blocked patrons to active use of the library.
Return Materials
Bring materials back into circulation and reduce wait times for other patrons.
Helping Libraries Recover Materials and Reengage Patrons
Every library exists to circulate materials. Gentle Nudge® Material Recovery Service was created to support that core mission through a respectful process centered on returning materials and restoring patron access.
For the moments when traditional outreach stops working
When a patron does not return materials, the account may eventually be billed or blocked. The impact goes beyond a missing item. A blocked patron can represent a fracture in the relationship between the library and its community.
Gentle Nudge® is designed to help repair that relationship. Through more than 30 years of experience, Unique has refined a process for engaging patrons in both fine-free and conventional fine structures.
Fine Free with Gentle Nudge®
Eliminating fines addresses the punitive aspect of overdue materials, but it does not always bring materials back through the library doors.
Because Gentle Nudge® has always focused on materials, the growth of fine-free libraries is a natural fit. Unique has customized the process for fine-free environments, helping libraries recover materials while supporting patron access.
What Happens After Patrons Regain Access?
Unique partnered with multiple libraries to evaluate patron activity after borrowing privileges were restored. The analysis examined whether patrons continued using library services after their account balances were resolved.
Key Findings
The study reviewed 1,645 patron accounts across participating libraries and looked for account activity after borrowing privileges were restored.
Of the patrons analyzed, 1,253 patrons, or 76% , showed activity after regaining their borrowing privileges.
Why This Matters
Material recovery is about more than returning overdue items. Libraries also want patrons to reconnect with library services after account issues are resolved.
These findings show that many patrons continued using their library after their borrowing privileges were restored.
Gentle Nudge® FAQs
Clear answers to common questions about material recovery, library control, patron communication, and reporting.
What is Gentle Nudge®?
Gentle Nudge® is a process of patron communication that encourages the return of overdue library materials while helping preserve patron goodwill.
What is the purpose of material recovery?
Material recovery follows two central goals:
- Unblock patrons and return them to active library use.
- Return materials to circulation for the community.
Can a fine-free library use Gentle Nudge®?
Yes. Eliminating fines addresses the punitive aspect of overdue materials, but it does not always result in materials being returned.
Gentle Nudge® focuses on materials rather than fines. Unique has customized the process for fine-free libraries so they can encourage returns while maintaining patron access and goodwill.
How does the process work?
Unique uses a structured series of patron communications. The process begins with a standardized letter and is followed by phone calls and additional letters designed to prompt patrons to return materials, reduce their balance, and regain good standing.
The process is designed to be:
- Respectful
- Focused on materials
- Protective of goodwill and patron relationships
- Secure
What kind of results does Gentle Nudge® produce?
The patron activity research reviewed 1,645 patron accounts to determine whether patrons used library services after their balances were cleared and borrowing privileges were restored.
Of the patrons analyzed, 1,253, or 76%, showed account activity after regaining their privileges. See the Patron Activity Research section above for the findings and supporting graphics.
How much control does the library retain?
The library retains 100% control over what may be waived from a patron account, including materials that are damaged or no longer valuable.
The goal is to restore the relationship between the patron and the library. Regaining patrons and unblocking library access is one of the two pillars of material recovery.
Does Gentle Nudge® negatively affect lower-income patrons?
Accounts referred to UMS for material recovery most commonly fell within a median income range of $50,000 to $74,000. The second largest group fell within the $75,000 to $90,000 range. For context, the median household income in the United States was $70,784 in 2021.
In the data presented, patrons in material recovery mirrored the broader makeup of the library user base.
Does Unique report patrons to credit bureaus?
No. The Gentle Nudge® process focuses on the patron and is designed to protect patron goodwill for the library. Credit reporting is not part of the process.
What reporting and support does Unique offer?
Unique offers a variety of reports through the Infolink portal. The resources below provide more information and a sample quarterly report.
If the report does not display in your browser, use the “Open the sample quarterly report” button above.
Helping Libraries Reconnect With Their Communities
Gentle Nudge® is built around material recovery, patron goodwill, and long-term library engagement. The process helps libraries recover materials while maintaining the trust that keeps communities connected to the library.
Think You Know Gentle Nudge®? Take the Quiz
No trick questions. Just a quick check for clarity.
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Fine-Free Gentle Nudge
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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