One library has its staff carry a copy of the library rate listing sheet every time they take parcels to the post office to ensure that the right rate is charged. Libraries have also found that local post offices did not have the information necessary for them to register for the program or were unable to tell them current rates when rate changes were introduced. The second issue is the lack of information available for libraries and for mail room staff on the program. Many of the non-users who responded to the survey indicated that they did not use it because they didn't know about the program or didn't understand how it worked. In some cases, librarians are aware of the program but mail room staff are not.
Some users are ignorant of the program.
A third issue is the exclusion of non-book materials from the program. This is a long-standing issue which was first raised by CLA in 1974 when the association failed to convince the government to allow special postal rates for mailing 16 mm film to patrons. The proposal made to the Department of Canadian Heritage in November 1994 again asked that the definition of a book in the library book rate program be changed to incorporate all formats of material. This is an important issue, especially for libraries mailing materials to homebound users. These include seniors who may have difficulty physically holding or reading a book, those with low literacy skills, children who need the opportunity of hearing stories to develop a love of books and reading, and those who learn most easily from visual and auditory presentations.