I work in a library, and I typically arrive at work about an hour before we open to the public. When I come up the front steps, a man is waiting by the door.
Me: “Hi, sir, just to let you know, we won’t be open until 9:30 today.”
Patron: “I just need to pay a fine.”
Me: “Okay, sure thing! You can come in as soon as we’re open, and we’ll look up your card at the circulation desk to get everything squared away.”
Patron: “Oh, it’s not my fine. It’s for my friend.”
Me: “In that case, let them know they can come in any time we’re open, or give us a call any time, and we’ll talk the situation over with them.”
Patron: “No, I just want to pay the fine for her. Her name is [Common First Name].”
He doesn’t say a last name.
Me: That’s nice of you! We’ll still need to talk to her since it’s her account. We’ll talk to her about any fines on her card, and once she gives us permission to take payment from you on her behalf, we’ll be golden.”
Patron: “You’re being so difficult! You know, she’s scared to come here because she owes a big fine, and she’s worried you’ll arrest her.”
Me: “I promise we won’t do that, sir. However, I legally can’t give you any information about her account or take your money for her fines without her giving us direct permission. We have a responsibility to maintain our patrons’ privacy.”
Patron: “How can you be so heartless? I’m just trying to do a favor for a friend! I want to surprise her! She says she owes $20!”
Me: “I’m sorry, I can’t help you with this right now. If she wants to talk to us about her account, she can call us any time at [library phone number]. If you need any help with your own library card, please come back when we’re open.”
Patron: “I don’t have a library card. I’m not giving you guys my personal information.”
Later on, I learned that he’d complained to my boss about my refusing to help him. My boss backed me up because I’d done the right thing; we are very careful about personal information, even stuff that doesn’t seem personal like fines.
When I was being trained in my role, my boss himself told me a story about a staff member who had accidentally given a patron’s books to her ex-husband who was stalking her. He held the books hostage until her account was frozen for overdue items and then tried to hold the “favor” of paying the fines over her head.
Do I think this guy was doing the same thing? No, but I wasn’t about to put some lady’s privacy in jeopardy just for a whim. Also, I would have needed her last name to even look her up in the first place.