A change of communications tack might be the key to repositioning patrons’ reproduction requests away from a transactional annoyance to a willing act of brand loyalty.
TL;DR
Reproduction requests are communicated in a highly transactional way. Perhaps aligning them with a collection’s digitisation efforts, organisational mandate and goals of making more of the collection available online could incentivise more patrons to pay the fee (and be happy to do it!)