January 2024

These are common confidentiality situations with options and phrases that may help. Options are based upon Confidentiality policies, procedures, and positive problem solving.

Access to personal and library use information

A person wants to access an account, but you are not sure if they are authorized to have access.

A law enforcement officer requests access to a patron record or for personal information on an account.

A patron does not have their library card and cannot give you 2-3 pieces of personal information that matches the account.

A patron seems reluctant to tell me three pieces of information to identify themselves on the account.

A parent wants to know what items did not renew on their child's account.

"Do my kids have any overdue items?"

Card numbers and PINs/passwords

A patron is in chat and wants to reset their PIN, but doesn't have an email (or current email) on their account

A parent reports that their child's library card is lost and the parent wants to get a replacement card.

Picking up holds for other people

Hold pick up process have changed with hold slips that show partial names and library card numbers, please see Picking up holds for another person for details.

A person wants to pick up holds for a family member. They do not have the family member's library card.

Return to Confidentiality of library records