SJPL conducted research which indicated 45,016 accounts had restricted access due to their outstanding items. Most of these accounts were located in low-income areas where English is not the primary language spoken at home. To reach those most affected, a multilingual awareness campaign was developed to inform the public, promote the Oops! Fine Forgiveness programs, help educate people on how to better manage their library accounts and encourage them to reconnect with their library.

The purpose of the fine forgiveness programs is to inform library customers about the ongoing access opportunities developed to help them reduce/eliminate fines on their accounts. The playful language of the Oops! menu helps reduce the stigma of owing fines with its friendly tone. Minimal text was included in the promotional pieces which were translated both online and in print materials, and were promoted on six-foot visible displays in all SJPL locations.

The outcome of the Oops! Fine Forgiveness programs was measured by the number of people who have taken advantage of these opportunities. Since its implementation, more than 5,000 cardholders have participated in at least one of the three programs, and over $70,000 in fines have been waived restoring access to library services. These programs continue to thrive as customers continue to express their gratitude and appreciation of the Oops! menu.