Library board removes $1 replacement card fee, adopts updated circulation policy

The West Fargo Library board voted April 9 to revise its circulation policy to eliminate a $1 replacement fee for lost or stolen library cards and to adopt several formatting and clarifying edits.

Board Chair moved to approve the redlined circulation policy and the motion was seconded. Jenna, the library director, told the board that "in 2025, there were 77 incidences of people being charged a dollar for a replacement library card," and said the fee "is causing a bad customer service experience at the desk." The board voted in favor and approved the policy changes.

Jenna said removing the fee aligns with goals in the library's strategic plan to reduce barriers to access. She also explained staff removed parenthetical examples under the "special items" circulation limits (formerly listing items such as iPads, children's tablets, state park passes, Ozobots and mobile hotspots) so the policy does not require frequent edits when the collection changes. "By taking out iPads, which actually we don't have anymore," she said, the policy will be easier to maintain.

Board members asked how often the fee had been charged; Jenna said the 77 incidents in 2025 indicate the fee was not a major revenue source but could discourage patrons from returning. She described alternative verification methods used at the desk (ID, address and birthday questions) to confirm patron identity when a card is lost.

The revised policy also included minor grammar and formatting updates staff said were intended to improve clarity for patrons and circulation staff. The board approved the motion by voice vote. The policy change is effective immediately, per the board action.

Next steps recorded in the meeting: staff will implement the revised policy language and update public-facing materials about replacement cards and verification procedures.