Director Briefing - August 4, 2025

Analysis: System-Wide Community Survey Results

We received 242 responses to the System-wide community survey conducted June 16–July 23. Respondents represented 27 different libraries and answered questions about library use, needs, and expectations. The feedback is shaping our long-range planning cohort efforts, and it shows strong engagement, high satisfaction, and clear priorities for future development.

Key themes:

• Libraries are viewed as essential community hubs, especially for access to resources, programs, and social connection.
• Patrons want more educational and technology-based programming, especially for adults, seniors, and teens.
• Many cited barriers to use like limited hours, lack of space, or unawareness of services.
• 84% prefer to receive updates via email newsletters; social media, websites, and in-person are also popular.
• Facilities, hours, accessibility, and communication were common suggestions for improvement.
• The analysis identifies short- and long-term goals that will help align System planning with community expectations.

View the full report here - 2025 Long Range Planning Survey Analysis Report.pdf

Fine Forgiveness: Transparency, Accountability, and Policy-Based Practice

Question: Can library staff forgive fines?

Yes, but only if the library has a clear, board-approved policy in place. Forgiveness must be applied fairly, documented properly, and used in a way that supports accountability. What libraries can't do is remove fines without a record or explanation.

When staff forgive a fine, it reduces the balance to $0 while keeping the original charge available for review. This allows the library to maintain a complete and transparent record. Quietly wiping out fines without a history, even if they were charged by mistake, creates problems for audits, internal reviews, and transparency.

Why This Matters

Libraries in the OWWL Library System no longer have the ability to void or zero out fines. This was a deliberate decision made to improve financial controls and make sure there's always a traceable record of what happened. Forgiving a fine (with a note about why) protects both the library and the patron. It also ensures that all adjustments, even small ones, can be reviewed later if needed.

What the State Comptroller Says

The Office of the State Comptroller (OSC) frequently reminds public libraries that:

• Adjustments to fines and fees must be properly authorized and clearly documented
• Internal controls matter, especially for anything involving money
• Libraries should have policies in place that are consistently applied

“[The Board Should:] 1. Ensure that comprehensive written policies and procedures are established that provide adequate guidance and internal controls over collecting, remitting and depositing over-the-counter cash receipts, and waiving fines and fees.”
— OSC Audit: Seymour Public Library District, 2015

Policy is Key

In order to forgive fines, your library must have a written policy that outlines:

• When a fine can be forgiven (e.g., staff error, hardship, etc.)
• Who can forgive fines (usually the director or designated staff)
• How forgiveness should be documented

This protects against arbitrary decisions and helps make sure all patrons are treated fairly.

What Good Forgiveness Practices Look Like

Situation	What to Do	What to Record
Fine was issued in error	Forgive the fine	Add a note explaining the error with staff initials and date
Patron is experiencing hardship	Forgive if allowed by policy	Use a consistent note or code in the ILS
One-time courtesy	Only forgive if your policy allows	Note that it's a first-time or one-time forgiveness
Library forgives all fines	Forgive per policy	Follow local notation required by policy
Other issue	Forgive per policy	Include a short explanation and date

All forgiveness actions should be documented in a way that makes sense later. If someone reviews the account six months from now, they should be able to tell what happened and why.

Why We Don't Void Fines

That is no longer available, and for good reason. Erasing fines removes the record entirely, which makes it hard to track what happened. This creates risk for audits and raises questions about fairness and accountability.

This was recognized in 2013 by OWWL Advisory Committee (OWWLAC) when the committee enacted a policy reflecting the longstanding recommendation to forgive all fines for a which a patron is not being held responsible . In late 2024/early 2025, the Evergreen Advisory Committee (EAC) and OWWL Directors Advisory Committee (OWWLDAC) approved removing permissions to void fines and adjust to zero to align what is technically possible with the established policy .

The forgiveness option gives libraries flexibility without sacrificing transparency.

What Libraries Should Do Now

• Review your current approach to forgiving fines
• Make sure your library has a written policy approved by your board
• Train staff to follow the policy and document all forgiven fines
• Contact the System if you’d like help drafting a policy or reviewing your current practice

Read the full answer here - 2025.08.04 Fine Forgiveness Transparency, Accountability, and Policy-Based Practice.pdf

CE Scholarship Application Now Open

OWWL Library System is offering a limited number of Continuing Education Scholarships to help cover registration, travel, or lodging costs for professional development opportunities. Priority will be given to NYLA Annual Conference attendance, but other training opportunities will be considered.

Apply here by August 23: OWWL CE Scholarship Application Form

Library Card Access Research Report

The 2024 “No Card Required” report from Brooklyn Public Library and Avenue M examines national trends in library card access, based on a 50-state review of library websites.

Key takeaways:

• More than 60% of libraries require in-person sign-up, even for digital access.
• Fewer than 15% of libraries offered clear access pathways for unhoused patrons.
• Only 9% of libraries explicitly allowed minors to get a card without a parent or guardian.
• Many libraries unintentionally create barriers through confusing language or outdated policies.

The report includes best practice recommendations and sample language for access policies. We’ll be discussing this further as part of OWWL’s ongoing equity and access work.

Download the full report here: Library Card Study

HBR: Tip of the Day

So You Lost Your Boss’s Trust

Losing trust with your manager—whether through a careless comment, misstep, or emotional outburst—can damage your reputation and working relationship. But it doesn’t have to define your career. What matters most is how you respond and rebuild. Here’s how to take responsibility and move forward.

Start with reflection, not reaction. Don’t rush to apologize. Pause and unpack what led to the breakdown. What were you feeling? Why? How might your boss perceive it? Clarity helps you own the behavior, not just the mistake.

Address the issue quickly. Don’t wait for your boss to bring it up. Request a brief conversation within 24 to 48 hours. A simple “Do you have a few minutes?” signals maturity and urgency.

Own your part without justifying it. Take responsibility clearly and succinctly. Focus on the impact, not the backstory. Avoid defensiveness or blame, and don’t over-explain.

Propose a path forward. After apologizing, shift the focus. Offer a clear plan to communicate better moving forward and invite your boss’s input. This shows initiative and a willingness to meaningfully improve, not just patch things up.

Rebuild with consistency. Trust takes time. Follow through with consistent, professional behavior. Show up prepared, stay emotionally steady, and prioritize the relationship instead of just the outcome.

Read more in the article, "You Lost Your Boss’s Trust. Now What?" by Marlo Lyons