May 2025

Quick facts

• The goal is to better protect patron privacy and personal information.
• Hold slips will display partial names and partial library card numbers for privacy. See Hold slips and Hold privacy.
• For fast facts, look at the quick look and by service charts. Note: These do not cover every situation or replace the full policy.

Staff communication and documentation

• The user key should be used in staff communications, such as email and chat, to protect privacy, and avoid using names and library card numbers, whenever possible.
• Avoid sharing names, birth dates, and contact information, even between staff members, unless they are needed.
• Avoid writing names and titles, checked out or on hold, together, if possible.
• Shred paper with patron information as soon as possible. Hold slips with partial names and library card numbers do not need to be shredded.

Account Access

Who can have access

• Having a card in hand does not mean full access for people who are not the account holder.
• People who are not the account holder need a reason for accessing the account:
  • Ask: “What would you like to do today?” (This happens organically most of the time.)
• Some people will seem like they are asking for information when they are trying to solve a problem. For example, a person who is not getting notices may ask what telephone number is on the account.
  • Ask questions to find out what they need to do. "Does the phone number need to be updated?"
• Don’t give out or show personal info to anyone who is not the patron, which includes turning around computer screens.
  • Watch for patron names on item and hold records.
  • Screens can be turned around during registration so the patron can review their contact information, if no other patrons can see the screen.

Library card numbers and passwords given virtually

• Patrons may be given their library card numbers and PIN/passwords virtually under some circumstances such as an emergency, if they cannot visit the library, a pandemic or when services are limited.
  • People who are not the account holder should not be given barcodes or passwords.
  • Patrons with email addresses in their accounts can use the Forgot your password feature on the website.
  • Community Information Services (Contact Center and Reference, Information and Content (RIC)) staff may:
    • Email account holders their barcode.
    • Enter the User Key into the barcode field for patrons that do not not have email access, and give them that number.
    • Give out library card numbers and update passwords for patrons using free mail services, due to previous Library Outreach Services (LOS) practices.
    • Update passwords for patrons via chat.
  • Contact Center staff may reset passwords for account holders, on an individual basis.