PINES generates automated notices for a number of reasons and sends various notices by email, SMS text (a form of email that gets translated to text message by the recipient’s phone service provider), and for display in the Patron Message Center. The text of each type of notice is available here:
The automated notices include:
In addition, PINES contracts with a vendor for the following:
Letters that cannot be delivered are returned to the patron's home library. The library should mark those patrons' addresses invalid when this occurs.
See also: Wording of Automated Notices
PINES sends a “pre-overdue” or “preminder” courtesy notice via email 3 days prior to the due date of an item [2007.05]. Beginning January 2017, PINES also began sending preminders via SMS text service.
Patrons should be aware that although PINES sends preminders, it is a courtesy only. Some email and SMS text providers may block the preminder emails at the server level, preventing them from arriving at their destinations. The patron is ultimately responsible for returning or renewing items by their due dates whether or not the preminders are received.
Overdue notices are sent as a courtesy from the libraries. Failure to receive notices does not exempt patrons from the responsibility for library materials or overdue fines. Notices are generated and mailed centrally.
The first overdue notice is generated at 1 day past the due date of an item [2022.05].
The second notice is sent 10 days past the due date of an item. These 10-day overdue notices are sent via email to those patrons with email addresses in their user records [2007.02], and patrons without email addresses are telephoned (via a telephone notice service that PINES contracts with) [2011.05].
A 30-day overdue notice is sent via US Mail.
An additional 60-day overdue notice is sent by email [2021.12].
Although the automated notifications get sent from the PINES server, they are configured to appear that they come from the patron's home library. This reinforces consistency to the patron regarding their home library is and who they should contact for questions, payments, renewals, etc.
The email address used as the sending address can be the same address as the library's main contact email address, it can be a generic address that multiple staff have access to, or it can be the email address of the branch manager or circulation manager. If no email address is set up in the “Sending email address for patron notices” library setting, then the emails will be sent from the branch contact email address. Libraries cannot remove all contact email addresses [2020.09].
The staff member(s) that monitors the email address should make note of “bouncebacks” (aka, undelivered mail notices) and update the associated patron accounts by marking their email addresses invalid on the Patron Edit screen.
See also: SPF Records