In libraries, we endeavor to promote a welcoming and inclusive experience. However, patron policies, such as overdue fines and restrictive lending rules, can often come up against this objective by creating economic or administrative barriers that can erode trust between staff and patrons. Access Services at Oklahoma State University Libraries has assessed and revised many of its policies to break down these barriers and build back trust. Examples of these changes include streamlining loan rules, creating longer grace periods, and revising lost item billing procedures. I will share what we have learned and our future plans.
