Customer Phone Inquiries about Accounts

From Alisa Baker, 1/8, 3:19PM:
Fred,

We wanted to clarify what information can be given over the phone about patron accounts. We had a staff meeting yesterday and many of the staff were unclear as to what info can be given out if the patron knows their library card number, i.e. pin, name etc. Would you please clarify what information can be given out over the phone?

From Fred Schumacher, 1/8, 6:08PM:
If the phone customer provides his/her library card number, you may give checked out item information, fine information and the like.  You should not give out PINs.  I would be suspicious of a customer calling to get the name for a library card.  Likewise, I would be suspicious of someone calling to get personal contact information on a library card.  if it is the customer’s card, s/he should know that information, shouldn’t they?

fs