Information and documentation -- Library performance indicators

ISO 11620:2014 is applicable to all types of libraries in all countries. However, not all performance indicators apply to all libraries. Limitations on the applicability of individual performance indicators are listed in the scope clause of the description of each indicator. Performance indicators can be used for comparison over time within the same library. Comparisons between libraries can also be made, but only with caution. Comparisons between libraries will need to take into account any differences in the constituencies of the libraries and library attributes, with a good understanding of the indicators used, limitations to comparisons, and careful interpretation of the data). ISO 11620:2014 offers accepted, tested, and publicly accessible (i.e. non-proprietary) methodologies and approaches to measuring a range of library service performance.

Information et documentation -- Indicateurs de performance des bibliothèques

L'ISO 11620:2014 s'applique ŕ tous les types de bibliothčques, dans tous les pays. Néanmoins, les indicateurs de performance ne sont pas tous applicables ŕ toutes les bibliothčques. Les limites d'applicabilité des différents indicateurs de performance sont précisées dans l'article «domaine d'application» de la description de chacun des indicateurs . Les indicateurs de performance peuvent ętre utilisés pour effectuer des comparaisons dans le temps, au sein d'une męme bibliothčque. Ils peuvent également ętre employés pour faire des comparaisons entre bibliothčques, mais il faut alors procéder avec prudence. Les comparaisons entre bibliothčques doivent tenir compte de toutes les différences entre les spécificités administratives et autres caractéristiques des bibliothčques, et doivent s'appuyer sur une bonne compréhension des indicateurs utilisés et des limites posées, ainsi que sur une interprétation prudente des données. L'ISO 11620:2014 n'a pas vocation ŕ exclure l'emploi d'autres indicateurs de performance que ceux spécifiés ici (voir Article 5).

Informatika in dokumentacija - Kazalci uspešnosti knjižnic

Ta mednarodni standard se uporablja za vse vrste knjižnic v vseh državah. Vendar se vsi kazalci uspešnosti ne uporabljajo za vse knjižnice. Omejitve uporabe posameznih kazalcev uspešnosti so navedene v točki o področju uporabe pri opisu posameznega kazalnika (glej dodatek B). Kazalce uspešnosti je mogoče uporabiti za primerjavo skozi čas za isto knjižnico. Mogoče so tudi primerjave med knjižnicami, vendar je pri tem potrebna pazljivost. Pri primerjavah med knjižnicami je treba upoštevati morebitne razlike v uporabnikih knjižnic in knjižničnih atributih, pri čemer so potrebni dobro razumevanje uporabljenih kazalnikov, omejitev primerjav in previdnost pri razlagi podatkov.
Ta mednarodni standard vključuje druge omejitve kazalcev uspešnosti, ki so odvisne
od lokalnih dejavnikov, kot so skupnost, ki ji knjižnica služi, naloge službe in konfiguracija tehnološke
infrastrukture. Rezultati na podlagi uporabe kazalcev uspešnosti iz tega mednarodnega standarda naj bi se razlagali ob upoštevanju teh dejavnikov.
Kazalci uspešnosti niso določeni za vse storitve, dejavnosti in uporabe virov knjižnice, ker taki kazalci niso bili predlagani in preskušeni v času priprave
tega mednarodnega standarda ali ker niso izpolnjevali opredeljenih meril (glej točko 4.2).
Kazalci uspešnosti iz tega mednarodnega standarda ne odražajo vseh morebitnih ukrepov
ali tehnik ocenjevanja. Ta mednarodni standard ponuja sprejete, preskušene in javno dostopne (tj. nelastniške) metodologije in pristope za merjenje obsega uspešnosti knjižničnih storitev.
Ta mednarodni standard naj ne bi izključeval uporabe kazalcev uspešnosti, ki v njem niso določeni.
Ta mednarodni standard trenutno ne vključuje kazalcev za ocenjevanje posledic knjižničnih storitev za bodisi posameznike bodisi skupnosti, ki jim knjižnica služi, ali za družbo. Ocena posledic knjižnic bo obravnavana v posebnem mednarodnem standardu (ISO 16439).
V celotnem besedilu so pomembne besede v imenu kazalcev napisane z veliko začetnico, npr. Število Obiskov na Prebivalca. Tako je lažje ločiti ime od podpornega besedila.

General Information

Status
Published
Publication Date
26-May-2014
Current Stage
9092 - International Standard to be revised
Start Date
04-Jun-2021

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INTERNATIONAL ISO
STANDARD 11620
Third edition
2014-06-01
Information and documentation —
Library performance indicators
Information et documentation — Indicateurs de performance des
bibliothèques
Reference number
ISO 11620:2014(E)
ISO 2014
---------------------- Page: 1 ----------------------
ISO 11620:2014(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2014

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form

or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior

written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of

the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii © ISO 2014 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 11620:2014(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Scope ................................................................................................................................................................................................................................. 1

2 Terms and definitions ..................................................................................................................................................................................... 1

3 Criteria and descriptive framework ..............................................................................................................................................10

3.1 General ........................................................................................................................................................................................................10

3.2 Criteria ........................................................................................................................................................................................................11

3.3 Descriptive framework .................................................................................................................................................................12

4 Uses of performance indicators .........................................................................................................................................................14

4.1 General ........................................................................................................................................................................................................14

4.2 Selection of performance indicators .................................................................................................................................14

4.3 Limitations ...............................................................................................................................................................................................15

Annex A (normative) List of performance indicators for libraries ....................................................................................17

Annex B (normative) Description of performance indicators ................................................................................................21

Bibliography .............................................................................................................................................................................................................................99

© ISO 2014 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO 11620:2014(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www.iso.org/patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation on the meaning of ISO specific terms and expressions related to conformity

assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers

to Trade (TBT) see the following URL: Foreword - Supplementary information

The committee responsible for this document is ISO/TC 46, Information and documentation, Subcommittee

SC 8, Quality — Statistics and performance evaluation.

This third edition cancels and replaces the second edition (ISO 11620:2008), which has been technically

revised.
iv © ISO 2014 – All rights reserved
---------------------- Page: 4 ----------------------
ISO 11620:2014(E)
Introduction

This International Standard is concerned with the evaluation of libraries of all types.

The main purpose of this International Standard is to endorse the use of performance indicators

regarding the quality of library services in libraries and to spread knowledge about how to conduct

performance measurement.

This International Standard specifies the requirements of a performance indicator for libraries and

establishes a set of indicators to be used by libraries of all types. It also provides guidance on how to

implement performance indicators in libraries where such indicators are not already in use.

The quality of library services is related to the broader topic of quality management and quality

assurance. This International Standard acknowledges and supports the International Standards

prepared by ISO/TC 176.

This International Standard provides a standardized terminology and concise definitions of the

performance indicators. Furthermore, this International Standard contains concise descriptions of

the indicators and of the collection and the analysis of data needed. Detailed information concerning

methodology and analysis is provided in the publications listed in the Bibliography.

Every indicator in this International Standard is given a unique name. This name sometimes differs from

the literature upon which its description is based. Such differences are documented in the descriptions

of the indicators.

The performance indicators included in this International Standard are either in widespread use, well

documented in the literature, or sufficiently field-tested and validated through national efforts. Some

of the descriptions of indicators incorporate modifications of indicators described elsewhere; these

reflect the practical experience or the need to generalize. Input and resource-based ratios are very well

documented in the literature and provide a context for library performance indicators as defined in this

International Standard.

There are some library activities and services for which, during the development of this International

Standard, there was a general lack of tested and well-documented indicators. In addition, electronic

services will continue to develop and evolve, and such evolution will require monitoring as related to

the indicators in this International Standard. The library and information community is encouraged

to establish mechanisms and to give high priority to developing relevant indicators for existing and

emerging library services and resources.

This International Standard will be maintained by a working group that will monitor developments and

incorporate additional indicators as they are tested and validated.
© ISO 2014 – All rights reserved v
---------------------- Page: 5 ----------------------
INTERNATIONAL STANDARD ISO 11620:2014(E)
Information and documentation — Library performance
indicators
1 Scope

This International Standard is applicable to all types of libraries in all countries. However, not all

performance indicators apply to all libraries. Limitations on the applicability of individual performance

indicators are listed in the scope clause of the description of each indicator (see Annex B).

Performance indicators can be used for comparison over time within the same library. Comparisons

between libraries can also be made, but only with caution. Comparisons between libraries will need to

take into account any differences in the constituencies of the libraries and library attributes, with a good

understanding of the indicators used, limitations to comparisons, and careful interpretation of the data.

There are other limitations to the performance indicators in this International Standard that depend on

local factors, such as the community the library serves, service mandates, and technology infrastructure

configuration. Results from the use of performance indicators in this International Standard are

intended to be interpreted with regard to these factors.

Performance indicators are not specified for all services, activities, and uses of the resources of the

library, either because such indicators have not been proposed and tested at the time of formulation of

this International Standard, or because they did not fulfil the criteria specified (see 4.2).

The performance indicators included in this International Standard do not reflect all possible measures

or evaluation techniques. This International Standard offers accepted, tested, and publicly accessible (i.e.

non-proprietary) methodologies and approaches to measuring a range of library service performance.

This International Standard is not intended to exclude the use of performance indicators not specified

in it.

This International Standard does not include indicators for assessing the impact of library services

either on individuals, the communities that libraries serve, or on society at this time. Library impact

assessment will be dealt with by a specific International Standard (ISO 16439).

Throughout the text, the names of indicators are printed with initial capitals for significant words, e.g.

Library Visits per Capita. This helps to distinguish the names from supporting text.

2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
access
successful request of a library-provided online service

Note 1 to entry: An access is one cycle of user activities that typically starts when a user connects to a library-

provided online service and ends by a terminating activity that is either explicit (by leaving the database through

log-out or exit) or implicit (timeout due to user inactivity).
Note 2 to entry: Accesses to the library website are counted as virtual visits.

Note 3 to entry: Requests of a general entrance or gateway page should be excluded.

Note 4 to entry: If possible, requests by search engines should be excluded.
[SOURCE: ISO 2789:2013, 2.2.1]
© ISO 2014 – All rights reserved 1
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ISO 11620:2014(E)
2.2
accessibility
ease of reaching and using a service or facility
2.3
active borrower
registered user who has borrowed at least one item during the reporting period

Note 1 to entry: This count underrates the number of active users, but is still for many libraries the only manageable

measure.
[SOURCE: ISO 2789:2013, 2.2.2]
2.4
active user

registered user who has visited or made use of library facilities or services during the reporting period

Note 1 to entry: This includes active borrowers.

Note 2 to entry: This can include the use of electronic library services, if it is possible, to identify electronic use

and virtual visits of the individual user, or if data can be obtained by means of surveys.

Note 3 to entry: If a library identifies non-registered active users, e.g. by surveys, these should be counted

separately.
[SOURCE: ISO 2789:2013, 2.2.3]
2.5
appropriateness
suitability of any given indicator for evaluating a specific activity
2.6
availability

degree to which content, documents, facilities, or services are actually provided by the library at the

time required by users
2.7
content unit

computer-processed uniquely identifiable textual or audio-visual piece of published work that can be

original or a digest of other published work

Note 1 to entry: This includes documents or parts of documents (e.g. articles, abstracts, content tables, images)

and descriptive records.
Note 2 to entry: Adapted from COUNTER code of practice, Release 3:2008.

Note 3 to entry: PDF, Postscript, HTML, and other formats of the same content unit will be counted as separate

items.
[SOURCE: ISO 2789:2013, 2.3.9]
2.8
database

collection of electronically stored descriptive records or content units (including facts, texts, pictures,

and sound) with a common user interface and software for the retrieval and manipulation of the data

Note 1 to entry: The units or records are usually collected with a particular intent and are related to a defined

topic. A database can be issued on CD-ROM, diskette, or other direct-access method, or as a computer file accessed

via dial-up methods or via the Internet.

Note 2 to entry: Licensed databases are counted separately even if access to several licensed database products is

effected through the same interface.
2 © ISO 2014 – All rights reserved
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ISO 11620:2014(E)

Note 3 to entry: A common interface providing access to a packet of serials or digital documents, usually offered

by a publisher or vendor, is also to be counted as database. Additionally, the single serials or digital documents

should be counted as serials or digital documents.
[SOURCE: ISO 2789:2013, 2.3.10]
2.9
descriptive record

computer-processed bibliographic or other individual record in a standard format that references

and/or describes a document in any physical form or a content unit

Note 1 to entry: A collection of descriptive records is usually published in the form of a database.

Note 2 to entry: The record can include elements such as title, author, subject, abstract, date of origin, etc.

[SOURCE: ISO 2789:2013, 2.3.12]
2.10
digital document

information unit with a defined content, born digital, or digitized, that has been created or digitized by

the library or acquired in digital form as part of the library collection

Note 1 to entry: This includes eBooks, electronic patents, networked audiovisual documents, and other digital

documents, e.g. reports, cartographic and music documents, preprints, etc. Databases and electronic serials are

excluded.
Note 2 to entry: Items incorporated in databases are covered by 3.8.
Note 3 to entry: A digital document can be structured into one or more files.

Note 4 to entry: A digital document consists of one or more content units. Before digitization, the library has to

decide which content units should be searchable afterwards, e.g. articles in serials or songs on records.

[SOURCE: ISO 2789:2013, 2.3.13]
2.11
digitization
process of converting analogue materials into digital form

Note 1 to entry: Digitization for document supply from the library collection to a user or institution is excluded.

Note 2 to entry: Digitization for preservation purposes is included.
Note 3 to entry: Mass digitization is included.

Note 4 to entry: Purchase of electronic copies for replacing print copies is excluded.

[SOURCE: ISO 2789:2013, 2.3.15]
2.12
document

recorded information or material object, which can be treated as a unit in a documentation process

Note 1 to entry: Documents can differ in form and characteristics.
[SOURCE: ISO 5127:2001, 1.2.02]
2.13
download

successful request of a content unit from a library-provided online service or other Internet service

[SOURCE: ISO 2789:2013, 2.2.6]
© ISO 2014 – All rights reserved 3
---------------------- Page: 8 ----------------------
ISO 11620:2014(E)
2.14
eBook
electronic book

non-serial digital document, licensed or not, where searchable text is prevalent, and which can be seen

in analogy to a print book (monograph)

Note 1 to entry: The use of eBooks is, in many cases, dependent on a dedicated device and/or a special reader or

viewing software.

Note 2 to entry: eBooks can be lent to users either on portable devices (eBook readers) or by transmitting the

contents to the user’s PC or other device for a limited time period.
Note 3 to entry: Doctoral dissertations in electronic format are included.
Note 4 to entry: Documents digitized by the library are included.
[SOURCE: ISO 2789:2013, 2.3.20]
2.15
effectiveness
measure of the degree to which given objectives are achieved

Note 1 to entry: An activity is effective if it maximizes the results it was established to produce.

2.16
efficiency
measure of the utilization of resources to realize a given objective

Note 1 to entry: An activity is efficient if it minimizes the use of resources, or produces better performance with

the same resources.
2.17
electronic document delivery, mediated

electronic transmission of a document or part of a document from the library collection to a user,

mediated by library staff, not necessarily via another library

Note 1 to entry: Electronic transmission of documents to members of the population to be served is included. Fax

transmission is excluded.

Note 2 to entry: Can be split up as to transmission with or without charge to the user.

Note 3 to entry: Unmediated downloading by users from the electronic collection of the library is excluded.

[SOURCE: ISO 2789:2013, 2.2.7]
2.18
electronic service

library service delivered via electronic means, whether from local servers or provided via networks

Note 1 to entry: Electronic library services include the online catalogue, library website, electronic collection,

electronic lending, electronic document delivery (mediated), electronic reference service, user training by

electronic means, services for mobile devices, services for interactive use (including services on social networks),

and Internet access offered via the library.

Note 2 to entry: This does not include booking physical services (e.g. rooms or library tours) by electronic means.

[SOURCE: ISO 2789:2013, 2.2.8]
2.19
evaluation

process of estimating the effectiveness, efficiency, utility, and relevance of a service or facility

4 © ISO 2014 – All rights reserved
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ISO 11620:2014(E)
2.20
external user
user of a library who does not belong to that library’s population to be served
[SOURCE: ISO 2789:2013, 2.2.12]
2.21
facilities
equipment, study places, etc. provided for library users

Note 1 to entry: Includes photocopiers, online terminals, CD-ROM workstations, seats for reading, and study

carrels, but excludes toilets, cafes, and public telephones.
2.22
free Internet resource

internet resource with unrestricted (open) access for which no payment is required

[SOURCE: ISO 2789:2013, 2.3.23]
2.23
full-time equivalent
FTE

measurement equal to one staff person working a full-time work schedule for one year

Note 1 to entry: For example, if out of three persons employed as librarians, one works quarter-time, one works

half-time, and one works full-time, then the FTE of these three persons would be 0,25 + 0,5 + 1,0 = 1,75 librarians

(FTE).

Note 2 to entry: Not all libraries can use the same number of hours per year to determine an FTE. Thus, any

comparative measures between libraries might need to consider any differences in hours.

2.24
goal
desired state of affairs to be achieved by the implementation of agreed policies
2.25
indicator

expression (which can be numeric, symbolic, or verbal) used to characterize activities (events, objects,

persons) both in quantitative and qualitative terms in order to assess the value of the activities

characterized, and the associated method
2.26
in-house use
documents taken by a user from open access stock for use on the premises

Note 1 to entry: In-house use includes browsing at the shelves in the sense of a short investigation of the contents,

but excludes looking at the side or spine titles only for selecting material.
[SOURCE: ISO 2789:2013, 2.2.14]
2.27
institutional repository

open access repository for storing the publications of an institution, or a group of institutions, such as

e-prints, technical reports, theses and dissertations, datasets, and teaching and learning materials

[SOURCE: ISO 2789:2013, 2.3.26]
© ISO 2014 – All rights reserved 5
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ISO 11620:2014(E)
2.28
interlibrary loan

loan of a document in its physical form or delivery of a document, or part of it, in copied form, from one

library to another which is not under the same administration

Note 1 to entry: Mediated transmission of documents in electronic form is counted as electronic document

delivery.
[SOURCE: ISO 2789:2013, 2.2.16]
2.29
library

organization, or part of an organization, which aims to build and maintain a collection and to facilitate

the use of such information resources and facilities as required to meet the informational, research,

educational, cultural, or recreational needs of its users

Note 1 to entry: The supply of the required information resources can be accomplished by building and maintaining

a collection and/or by organizing access to information resources.

Note 2 to entry: These are the basic requirements for a library and do not exclude any additional resources and

services incidental to its main purpose.
[SOURCE: ISO 2789:2013, 2.1.6]
2.30
library website

unique domain on the Internet consisting of a collection of web pages that is published by a library to

provide access to the library’s services and resources

Note 1 to entry: The pages of a website are usually interconnected by the use of hypertext links.

Note 2 to entry: Excludes documents that fit the definitions of electronic collection and free Internet resources

that can be linked from the library website.

Note 3 to entry: Excludes web services in the library’s domain that are operated on behalf of other organizations.

[SOURCE: ISO 2789:2013, 2.2.18]
2.31
loan

direct lending or delivery transaction of an item in non-electronic form (e.g. book), of an electronic

document on a physical carrier (e.g. CD-ROM) or other device (e.g. eBook reader), or transmission of an

electronic document to one user for a limited time period (e.g. eBook)
Note 1 to entry: Renewals are excluded, but could be counted separately.

Note 2 to entry: Loans include registered loans within the library (on-site loans).

Note 3 to entry: Loans include copied documents supplied in place of original documents (including fax) and

printouts of electronic documents made by library staff for the user.

Note 4 to entry: Loans of documents in physical form to distance users are included.

Note 5 to entry: Mediated electronic transmission of documents is counted as electronic document delivery if

their use is permitted for unlimited time. This includes transmissions to members of the population to be served.

[SOURCE: ISO 2789:2013, 2.2.19]
2.32
metadata
structured data about data

Note 1 to entry: The data are associated with either an information system or an information object for purposes

of description, administration, legal requirements, technical functionality, use and usage, and preservation.

6 © ISO 2014 – All rights reserved
---------------------- Page: 11 ----------------------
ISO 11620:2014(E)
Note 2 to entry: Adapted from Dublin Core Metadata Initiative, 2005.
2.33
mission

statement approved by the authorities formulating the organization’s goals and its choices in services

and products development
2.34
objective

specific target for an activity to be attained as a contribution to achieving the goal of an organization

2.35
opening hours

hours in a normal week when the main physical services of the library (e.g. reference and loan services,

reading rooms) are available to users
[SOURCE: ISO 2789:2013, 2.4.7]
2.36
operating expenditure
ordinary expenditure
expenditure incurred in the running of a library

Note 1 to entry: Money spent on staff and on resources that are used and replaced regularly. This includes

expenditure on employees, rent, acquisitions and licensing, binding, computer network (operations and

maintenance), telecommunication, building, maintenance, utilities (electricity, water, sewage, heating, etc.),

repair or replacement of existing furnishings and equipment, and events, etc. This can also be termed “current” or

“recurrent” expenditure. When applicable, local and national sales/purchase taxes [e.g. Value Added Tax (VAT)]

are included.
[SOURCE: ISO 2789:2013, 2.6.3]
2.37
partnership

ongoing, formalized cooperation between a library and one or more other organizations, including other

libraries, usually concerning particular services or activities

Note 1 to entry: A partnership will usually have a contractual basis. Partners can make different contributions,

e.g. expertise, funding, training, materials in kind, premises, etc.

Note 2 to entry: Cooperation between two or more libraries within a single administrative unit is excluded.

Note 3 to entry: Time-limited cooperation on a specified project is excluded and counted as a cooperative project

(see 2.5.2).

Note 4 to entry: A one-way relationship, whether paid or unpaid, where one partner is only supplying, the other

only receiving services, is excluded.
[SOURCE: ISO 2789:2013, 2.5.5]
2.38
performance

effectiveness of the provision of services by the library and the efficiency of the allocation and use of

resources in providing services
2.39
performance indicator

numerical, symbolic, or verbal expression derived from library statistics and data used to characterize

the performance of a library
© ISO 2014 – All rights reserved 7
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ISO 11620:2014(E)
2.40
population to be served

number of individuals for whom the library is set up to provide its services and materials

Note 1 to entry: For public libraries, this will normally be the population of the legal service area (authority). For

libraries of an institution of higher education, this will normally be the total of academic and professional staff

plus students.
2.41
project

unique process, consisting of a set of coordinated and controlled activities with start and finish dates,

undertaken to achieve an objective conforming to specific requirements, including the constraints of

time, cost, and resources

Note 1 to entry: An individual project can form part of a larger project structure.

Note 2 to entry: Adapted from ISO 9000:2005.
[SOURCE: ISO 2789:2013, 2.5.6]
2.42
quality
degree to which a set of inherent characteristics fulfils requirements

Note 1 to entry: The term “quality” can be used with adjectives such as poor, good, or excellent.

Note 2 to entry: “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent

characteristic.
[SOURCE: ISO 9000, 3.1.1]
2.43
reference question

information contact that involves the knowledge or use of one or more information sources (such as

printed and non-printed materials, machine-readable databases, the library’s own and other institutions’

catalogues) by library staff
Note 1 to entry: Adapted from ANSI/NISO Z39.7–2004.

Note 2 to entry: Can also involve recommendations, interpretation, or instruction in the use of such sources.

Note 3 to entry: One reference question can address several issues.

Note 4 to entry: The question can be delivered personally or by means of telephone, regular mail, fax, or electronic

media (via email, the library website, or other networked communications mechanisms).

Note 5 to entry: It is essential that libraries do not include informational (directional and administrative)

questions, e.g. for locating staff or facilities, regarding opening times, or about handling equipment, such as

printers or computer terminals.
[SOURCE: ISO 2789:2013, 2.2.26]
2.44
registered user

person or organization registered with a library in order to use its collection and/or services within or

away from the library

Note 1 to entry: Users can be registered upon their request or automatically when enrolling in the institution.

Note 2 to entry: The registration should be monitored at regular intervals, minimum of every three years, so that

inactive users can be removed from the register.
[SOURCE: ISO 2789:2013, 2.2.28]
8 © ISO 2014 – All rights reser
...

SLOVENSKI STANDARD
SIST ISO 11620:2015
01-marec-2015
Informatika in dokumentacija - Kazalci uspešnosti knjižnic
Information and documentation -- Library performance indicators
Information et documentation -- Indicateurs de performance des bibliothèques
Ta slovenski standard je istoveten z: ISO 11620:2014
ICS:
01.140.20 Informacijske vede Information sciences
SIST ISO 11620:2015 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST ISO 11620:2015
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SIST ISO 11620:2015
INTERNATIONAL ISO
STANDARD 11620
Third edition
2014-06-01
Information and documentation —
Library performance indicators
Information et documentation — Indicateurs de performance des
bibliothèques
Reference number
ISO 11620:2014(E)
ISO 2014
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SIST ISO 11620:2015
ISO 11620:2014(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2014

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form

or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior

written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of

the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Published in Switzerland
ii © ISO 2014 – All rights reserved
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SIST ISO 11620:2015
ISO 11620:2014(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Scope ................................................................................................................................................................................................................................. 1

2 Terms and definitions ..................................................................................................................................................................................... 1

3 Criteria and descriptive framework ..............................................................................................................................................10

3.1 General ........................................................................................................................................................................................................10

3.2 Criteria ........................................................................................................................................................................................................11

3.3 Descriptive framework .................................................................................................................................................................12

4 Uses of performance indicators .........................................................................................................................................................14

4.1 General ........................................................................................................................................................................................................14

4.2 Selection of performance indicators .................................................................................................................................14

4.3 Limitations ...............................................................................................................................................................................................15

Annex A (normative) List of performance indicators for libraries ....................................................................................17

Annex B (normative) Description of performance indicators ................................................................................................21

Bibliography .............................................................................................................................................................................................................................99

© ISO 2014 – All rights reserved iii
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SIST ISO 11620:2015
ISO 11620:2014(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the

different types of ISO documents should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of

any patent rights identified during the development of the document will be in the Introduction and/or

on the ISO list of patent declarations received (see www.iso.org/patents).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation on the meaning of ISO specific terms and expressions related to conformity

assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers

to Trade (TBT) see the following URL: Foreword - Supplementary information

The committee responsible for this document is ISO/TC 46, Information and documentation, Subcommittee

SC 8, Quality — Statistics and performance evaluation.

This third edition cancels and replaces the second edition (ISO 11620:2008), which has been technically

revised.
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SIST ISO 11620:2015
ISO 11620:2014(E)
Introduction

This International Standard is concerned with the evaluation of libraries of all types.

The main purpose of this International Standard is to endorse the use of performance indicators

regarding the quality of library services in libraries and to spread knowledge about how to conduct

performance measurement.

This International Standard specifies the requirements of a performance indicator for libraries and

establishes a set of indicators to be used by libraries of all types. It also provides guidance on how to

implement performance indicators in libraries where such indicators are not already in use.

The quality of library services is related to the broader topic of quality management and quality

assurance. This International Standard acknowledges and supports the International Standards

prepared by ISO/TC 176.

This International Standard provides a standardized terminology and concise definitions of the

performance indicators. Furthermore, this International Standard contains concise descriptions of

the indicators and of the collection and the analysis of data needed. Detailed information concerning

methodology and analysis is provided in the publications listed in the Bibliography.

Every indicator in this International Standard is given a unique name. This name sometimes differs from

the literature upon which its description is based. Such differences are documented in the descriptions

of the indicators.

The performance indicators included in this International Standard are either in widespread use, well

documented in the literature, or sufficiently field-tested and validated through national efforts. Some

of the descriptions of indicators incorporate modifications of indicators described elsewhere; these

reflect the practical experience or the need to generalize. Input and resource-based ratios are very well

documented in the literature and provide a context for library performance indicators as defined in this

International Standard.

There are some library activities and services for which, during the development of this International

Standard, there was a general lack of tested and well-documented indicators. In addition, electronic

services will continue to develop and evolve, and such evolution will require monitoring as related to

the indicators in this International Standard. The library and information community is encouraged

to establish mechanisms and to give high priority to developing relevant indicators for existing and

emerging library services and resources.

This International Standard will be maintained by a working group that will monitor developments and

incorporate additional indicators as they are tested and validated.
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SIST ISO 11620:2015
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SIST ISO 11620:2015
INTERNATIONAL STANDARD ISO 11620:2014(E)
Information and documentation — Library performance
indicators
1 Scope

This International Standard is applicable to all types of libraries in all countries. However, not all

performance indicators apply to all libraries. Limitations on the applicability of individual performance

indicators are listed in the scope clause of the description of each indicator (see Annex B).

Performance indicators can be used for comparison over time within the same library. Comparisons

between libraries can also be made, but only with caution. Comparisons between libraries will need to

take into account any differences in the constituencies of the libraries and library attributes, with a good

understanding of the indicators used, limitations to comparisons, and careful interpretation of the data.

There are other limitations to the performance indicators in this International Standard that depend on

local factors, such as the community the library serves, service mandates, and technology infrastructure

configuration. Results from the use of performance indicators in this International Standard are

intended to be interpreted with regard to these factors.

Performance indicators are not specified for all services, activities, and uses of the resources of the

library, either because such indicators have not been proposed and tested at the time of formulation of

this International Standard, or because they did not fulfil the criteria specified (see 4.2).

The performance indicators included in this International Standard do not reflect all possible measures

or evaluation techniques. This International Standard offers accepted, tested, and publicly accessible (i.e.

non-proprietary) methodologies and approaches to measuring a range of library service performance.

This International Standard is not intended to exclude the use of performance indicators not specified

in it.

This International Standard does not include indicators for assessing the impact of library services

either on individuals, the communities that libraries serve, or on society at this time. Library impact

assessment will be dealt with by a specific International Standard (ISO 16439).

Throughout the text, the names of indicators are printed with initial capitals for significant words, e.g.

Library Visits per Capita. This helps to distinguish the names from supporting text.

2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
access
successful request of a library-provided online service

Note 1 to entry: An access is one cycle of user activities that typically starts when a user connects to a library-

provided online service and ends by a terminating activity that is either explicit (by leaving the database through

log-out or exit) or implicit (timeout due to user inactivity).
Note 2 to entry: Accesses to the library website are counted as virtual visits.

Note 3 to entry: Requests of a general entrance or gateway page should be excluded.

Note 4 to entry: If possible, requests by search engines should be excluded.
[SOURCE: ISO 2789:2013, 2.2.1]
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2.2
accessibility
ease of reaching and using a service or facility
2.3
active borrower
registered user who has borrowed at least one item during the reporting period

Note 1 to entry: This count underrates the number of active users, but is still for many libraries the only manageable

measure.
[SOURCE: ISO 2789:2013, 2.2.2]
2.4
active user

registered user who has visited or made use of library facilities or services during the reporting period

Note 1 to entry: This includes active borrowers.

Note 2 to entry: This can include the use of electronic library services, if it is possible, to identify electronic use

and virtual visits of the individual user, or if data can be obtained by means of surveys.

Note 3 to entry: If a library identifies non-registered active users, e.g. by surveys, these should be counted

separately.
[SOURCE: ISO 2789:2013, 2.2.3]
2.5
appropriateness
suitability of any given indicator for evaluating a specific activity
2.6
availability

degree to which content, documents, facilities, or services are actually provided by the library at the

time required by users
2.7
content unit

computer-processed uniquely identifiable textual or audio-visual piece of published work that can be

original or a digest of other published work

Note 1 to entry: This includes documents or parts of documents (e.g. articles, abstracts, content tables, images)

and descriptive records.
Note 2 to entry: Adapted from COUNTER code of practice, Release 3:2008.

Note 3 to entry: PDF, Postscript, HTML, and other formats of the same content unit will be counted as separate

items.
[SOURCE: ISO 2789:2013, 2.3.9]
2.8
database

collection of electronically stored descriptive records or content units (including facts, texts, pictures,

and sound) with a common user interface and software for the retrieval and manipulation of the data

Note 1 to entry: The units or records are usually collected with a particular intent and are related to a defined

topic. A database can be issued on CD-ROM, diskette, or other direct-access method, or as a computer file accessed

via dial-up methods or via the Internet.

Note 2 to entry: Licensed databases are counted separately even if access to several licensed database products is

effected through the same interface.
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Note 3 to entry: A common interface providing access to a packet of serials or digital documents, usually offered

by a publisher or vendor, is also to be counted as database. Additionally, the single serials or digital documents

should be counted as serials or digital documents.
[SOURCE: ISO 2789:2013, 2.3.10]
2.9
descriptive record

computer-processed bibliographic or other individual record in a standard format that references

and/or describes a document in any physical form or a content unit

Note 1 to entry: A collection of descriptive records is usually published in the form of a database.

Note 2 to entry: The record can include elements such as title, author, subject, abstract, date of origin, etc.

[SOURCE: ISO 2789:2013, 2.3.12]
2.10
digital document

information unit with a defined content, born digital, or digitized, that has been created or digitized by

the library or acquired in digital form as part of the library collection

Note 1 to entry: This includes eBooks, electronic patents, networked audiovisual documents, and other digital

documents, e.g. reports, cartographic and music documents, preprints, etc. Databases and electronic serials are

excluded.
Note 2 to entry: Items incorporated in databases are covered by 3.8.
Note 3 to entry: A digital document can be structured into one or more files.

Note 4 to entry: A digital document consists of one or more content units. Before digitization, the library has to

decide which content units should be searchable afterwards, e.g. articles in serials or songs on records.

[SOURCE: ISO 2789:2013, 2.3.13]
2.11
digitization
process of converting analogue materials into digital form

Note 1 to entry: Digitization for document supply from the library collection to a user or institution is excluded.

Note 2 to entry: Digitization for preservation purposes is included.
Note 3 to entry: Mass digitization is included.

Note 4 to entry: Purchase of electronic copies for replacing print copies is excluded.

[SOURCE: ISO 2789:2013, 2.3.15]
2.12
document

recorded information or material object, which can be treated as a unit in a documentation process

Note 1 to entry: Documents can differ in form and characteristics.
[SOURCE: ISO 5127:2001, 1.2.02]
2.13
download

successful request of a content unit from a library-provided online service or other Internet service

[SOURCE: ISO 2789:2013, 2.2.6]
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ISO 11620:2014(E)
2.14
eBook
electronic book

non-serial digital document, licensed or not, where searchable text is prevalent, and which can be seen

in analogy to a print book (monograph)

Note 1 to entry: The use of eBooks is, in many cases, dependent on a dedicated device and/or a special reader or

viewing software.

Note 2 to entry: eBooks can be lent to users either on portable devices (eBook readers) or by transmitting the

contents to the user’s PC or other device for a limited time period.
Note 3 to entry: Doctoral dissertations in electronic format are included.
Note 4 to entry: Documents digitized by the library are included.
[SOURCE: ISO 2789:2013, 2.3.20]
2.15
effectiveness
measure of the degree to which given objectives are achieved

Note 1 to entry: An activity is effective if it maximizes the results it was established to produce.

2.16
efficiency
measure of the utilization of resources to realize a given objective

Note 1 to entry: An activity is efficient if it minimizes the use of resources, or produces better performance with

the same resources.
2.17
electronic document delivery, mediated

electronic transmission of a document or part of a document from the library collection to a user,

mediated by library staff, not necessarily via another library

Note 1 to entry: Electronic transmission of documents to members of the population to be served is included. Fax

transmission is excluded.

Note 2 to entry: Can be split up as to transmission with or without charge to the user.

Note 3 to entry: Unmediated downloading by users from the electronic collection of the library is excluded.

[SOURCE: ISO 2789:2013, 2.2.7]
2.18
electronic service

library service delivered via electronic means, whether from local servers or provided via networks

Note 1 to entry: Electronic library services include the online catalogue, library website, electronic collection,

electronic lending, electronic document delivery (mediated), electronic reference service, user training by

electronic means, services for mobile devices, services for interactive use (including services on social networks),

and Internet access offered via the library.

Note 2 to entry: This does not include booking physical services (e.g. rooms or library tours) by electronic means.

[SOURCE: ISO 2789:2013, 2.2.8]
2.19
evaluation

process of estimating the effectiveness, efficiency, utility, and relevance of a service or facility

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2.20
external user
user of a library who does not belong to that library’s population to be served
[SOURCE: ISO 2789:2013, 2.2.12]
2.21
facilities
equipment, study places, etc. provided for library users

Note 1 to entry: Includes photocopiers, online terminals, CD-ROM workstations, seats for reading, and study

carrels, but excludes toilets, cafes, and public telephones.
2.22
free Internet resource

internet resource with unrestricted (open) access for which no payment is required

[SOURCE: ISO 2789:2013, 2.3.23]
2.23
full-time equivalent
FTE

measurement equal to one staff person working a full-time work schedule for one year

Note 1 to entry: For example, if out of three persons employed as librarians, one works quarter-time, one works

half-time, and one works full-time, then the FTE of these three persons would be 0,25 + 0,5 + 1,0 = 1,75 librarians

(FTE).

Note 2 to entry: Not all libraries can use the same number of hours per year to determine an FTE. Thus, any

comparative measures between libraries might need to consider any differences in hours.

2.24
goal
desired state of affairs to be achieved by the implementation of agreed policies
2.25
indicator

expression (which can be numeric, symbolic, or verbal) used to characterize activities (events, objects,

persons) both in quantitative and qualitative terms in order to assess the value of the activities

characterized, and the associated method
2.26
in-house use
documents taken by a user from open access stock for use on the premises

Note 1 to entry: In-house use includes browsing at the shelves in the sense of a short investigation of the contents,

but excludes looking at the side or spine titles only for selecting material.
[SOURCE: ISO 2789:2013, 2.2.14]
2.27
institutional repository

open access repository for storing the publications of an institution, or a group of institutions, such as

e-prints, technical reports, theses and dissertations, datasets, and teaching and learning materials

[SOURCE: ISO 2789:2013, 2.3.26]
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2.28
interlibrary loan

loan of a document in its physical form or delivery of a document, or part of it, in copied form, from one

library to another which is not under the same administration

Note 1 to entry: Mediated transmission of documents in electronic form is counted as electronic document

delivery.
[SOURCE: ISO 2789:2013, 2.2.16]
2.29
library

organization, or part of an organization, which aims to build and maintain a collection and to facilitate

the use of such information resources and facilities as required to meet the informational, research,

educational, cultural, or recreational needs of its users

Note 1 to entry: The supply of the required information resources can be accomplished by building and maintaining

a collection and/or by organizing access to information resources.

Note 2 to entry: These are the basic requirements for a library and do not exclude any additional resources and

services incidental to its main purpose.
[SOURCE: ISO 2789:2013, 2.1.6]
2.30
library website

unique domain on the Internet consisting of a collection of web pages that is published by a library to

provide access to the library’s services and resources

Note 1 to entry: The pages of a website are usually interconnected by the use of hypertext links.

Note 2 to entry: Excludes documents that fit the definitions of electronic collection and free Internet resources

that can be linked from the library website.

Note 3 to entry: Excludes web services in the library’s domain that are operated on behalf of other organizations.

[SOURCE: ISO 2789:2013, 2.2.18]
2.31
loan

direct lending or delivery transaction of an item in non-electronic form (e.g. book), of an electronic

document on a physical carrier (e.g. CD-ROM) or other device (e.g. eBook reader), or transmission of an

electronic document to one user for a limited time period (e.g. eBook)
Note 1 to entry: Renewals are excluded, but could be counted separately.

Note 2 to entry: Loans include registered loans within the library (on-site loans).

Note 3 to entry: Loans include copied documents supplied in place of original documents (including fax) and

printouts of electronic documents made by library staff for the user.

Note 4 to entry: Loans of documents in physical form to distance users are included.

Note 5 to entry: Mediated electronic transmission of documents is counted as electronic document delivery if

their use is permitted for unlimited time. This includes transmissions to members of the population to be served.

[SOURCE: ISO 2789:2013, 2.2.19]
2.32
metadata
structured data about data

Note 1 to entry: The data are associated with either an information system or an information object for purposes

of description, administration, legal requirements, technical functionality, use and usage, and preservation.

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Note 2 to entry: Adapted from Dublin Core Metadata Initiative, 2005.
2.33
mission

statement approved by the authorities formulating the organization’s goals and its choices in services

and products development
2.34
objective

specific target for an activity to be attained as a contribution to achieving the goal of an organization

2.35
opening hours

hours in a normal week when the main physical services of the library (e.g. reference and loan services,

reading rooms) are available to users
[SOURCE: ISO 2789:2013, 2.4.7]
2.36
operating expenditure
ordinary expenditure
expenditure incurred in the running of a library

Note 1 to entry: Money spent on staff and on resources that are used and replaced regularly. This includes

expenditure on employees, rent, acquisitions and licensing, binding, computer network (operations and

maintenance), telecommunication, building, maintenance, utilities (electricity, water, sewage, heating, etc.),

repair or replacement of existing furnishings and equipment, and events, etc. This can also be termed “current” or

“recurrent” expenditure. When applicable, local and national sales/purchase taxes [e.g. Value Added Tax (VAT)]

are included.
[SOURCE: ISO 2789:2013, 2.6.3]
2.37
partnership

ongoing, formalized cooperation between a library and one or more other organizations, including other

libraries, usually concerning particular services or activities

Note 1 to entry: A partnership will usually have a contractual basis. Partners can make different contributions,

e.g. expertise, funding, training, materials in kind, premises, etc.

Note 2 to entry: Cooperation between two or more libraries within a single administrative unit is excluded.

Note 3 to entry: Time-limited cooperation on a specified project is excluded and counted as a cooperative project

(see 2.5.2).

Note 4 to entry: A one-way relationship, whether paid or unpaid, where one partner is only supplying, the other

only receiving services, is excluded.
[SOURCE: ISO 2789:2013, 2.5.5]
2.38
performance

effectiveness of the provision of services by the library and the efficiency of the allocation and use of

resources in providing services
2.39
performance indicator

numerical, symbolic, or verbal expression derived from library statistics and data used to characterize

the performance of a library
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2.40
population to be served

number of individuals for whom the library is set up to provide its services and materials

Note 1 to entry: For public libraries, this will normally be the population of the legal service area (authority). For

libraries of an institution of higher education, this will normally be the total of academic and professional staff

plus students.
2.41
project

unique process, consisting of a set of coordinated and controlled activities with start and finish dates,

undertaken to achieve an objective conforming to specific requirements, including the constraints of

time, cost, and resources

Note 1 to entry: An individual project can form part of a larger project structure.

Note 2 to entry: Adapted from ISO 9000:2005.
[SOURCE: ISO 2789:2013, 2.5.6]
2.42
quality
degree to which a set of inherent characteristics fulfils requirements

Note 1 to entry: The term “quality” can be used with adjectives such as poor, good, or excellent.

Note 2 to entry: “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent

characteristic.
[SOURCE: ISO 9000, 3.1.1]
2.43
reference question

information contact that involves the knowledge or use of one or more information sources (such as

printed and non-printed materials, machine-readable databases, the library’s own and other institutions’

catalogues) by library staff
Note 1 to entry: Adapted from ANSI/NISO Z39.7–2004.

Note 2 to entry: Can also involve recommendations, interpretation, or instruction in the use of such sources.

Note 3 to entry: One reference question can a
...

NORME ISO
INTERNATIONALE 11620
Troisième édition
2014-06-01
Information et documentation —
Indicateurs de performance des
bibliothèques
Information and documentation — Library performance indicators
Numéro de référence
ISO 11620:2014(F)
ISO 2014
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ISO 11620:2014(F)
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2014

Droits de reproduction réservés. Sauf indication contraire, aucune partie de cette publication ne peut être reproduite ni utilisée

sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique, y compris la photocopie, l’affichage sur

l’internet ou sur un Intranet, sans autorisation écrite préalable. Les demandes d’autorisation peuvent être adressées à l’ISO à

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ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Publié en Suisse
ii © ISO 2014 – Tous droits réservés
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ISO 11620:2014(F)
Sommaire Page

Avant-propos ..............................................................................................................................................................................................................................iv

Introduction ..................................................................................................................................................................................................................................v

1 Domaine d’application ................................................................................................................................................................................... 1

2 Termes et définitions ....................................................................................................................................................................................... 1

3 Critères et cadre descriptif .....................................................................................................................................................................11

3.1 Généralités ...............................................................................................................................................................................................11

3.2 Critères........................................................................................................................................................................................................12

3.3 Cadre descriptif ...................................................................................................................................................................................13

3.3.1 Généralités .........................................................................................................................................................................13

3.3.2 Démarche du tableau de bord ...........................................................................................................................13

3.3.3 Présentation des indicateurs ..............................................................................................................................13

4 Utilisation des indicateurs de performance .........................................................................................................................15

4.1 Généralités ...............................................................................................................................................................................................15

4.2 Sélection des indicateurs de performance ...................................................................................................................16

4.3 Limites .........................................................................................................................................................................................................17

4.3.1 Optimisation des scores d’indicateurs de performance .............................................................17

4.3.2 Degré de précision .......................................................................................................................................................17

4.3.3 Compétences des usagers par rapport à la performance de la bibliothèque ...........17

4.3.4 Relation entre les ressources et les services ........................................................................................17

4.3.5 Comparabilité des données d’indicateur de performance ........................................................17

Annexe A (normative) Liste des indicateurs de performance des bibliothèques ..............................................19

Annexe B (normative) Description des indicateurs de performance .............................................................................23

Bibliographie .......................................................................................................................................................................................................................105

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ISO 11620:2014(F)
Avant-propos

L’ISO (Organisation internationale de normalisation) est une fédération mondiale d’organismes

nationaux de normalisation (comités membres de l’ISO). L’élaboration des Normes internationales est

en général confiée aux comités techniques de l’ISO. Chaque comité membre intéressé par une étude

a le droit de faire partie du comité technique créé à cet effet. Les organisations internationales,

gouvernementales et non gouvernementales, en liaison avec l’ISO participent également aux travaux.

L’ISO collabore étroitement avec la Commission électrotechnique internationale (IEC) en ce qui concerne

la normalisation électrotechnique.

Les procédures utilisées pour élaborer le présent document et celles destinées à sa mise à jour sont

décrites dans les Directives ISO/IEC, Partie 1. Il convient, en particulier de prendre note des différents

critères d’approbation requis pour les différents types de documents ISO. Le présent document a été

rédigé conformément aux règles de rédaction données dans les Directives ISO/IEC, Partie 2 (voir www.

iso.org/directives).

L’attention est appelée sur le fait que certains des éléments du présent document peuvent faire l’objet de

droits de propriété intellectuelle ou de droits analogues. L’ISO ne saurait être tenue pour responsable

de ne pas avoir identifié de tels droits de propriété et averti de leur existence. Les détails concernant les

références aux droits de propriété intellectuelle ou autres droits analogues identifiés lors de l’élaboration

du document sont indiqués dans l’Introduction et/ou dans la liste des déclarations de brevets reçues par

l’ISO (voir www.iso.org/brevets).

Les appellations commerciales éventuellement mentionnées dans le présent document sont données pour

information, par souci de commodité, à l’intention des utilisateurs et ne sauraient constituer un engagement.

Pour une explication de la signification des termes et expressions spécifiques de l’ISO liés à l’évaluation de

la conformité, ou pour toute information au sujet de l’adhésion de l’ISO aux principes de l’OMC concernant

les obstacles techniques au commerce (OTC), voir le lien suivant: Avant-propos — Informations

supplémentaires.

Le comité chargé de l’élaboration du présent document est l’ISO/TC 46, Information et documentation,

sous-comité SC 8, Qualité — Statistiques et évaluation de la performance.

Cette troisième édition annule et remplace la deuxième édition (ISO 11620:2008), dont elle constitue

une révision mineure.
iv © ISO 2014 – Tous droits réservés
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ISO 11620:2014(F)
Introduction

La présente Norme internationale traite de l’évaluation des bibliothèques de tous types.

Elle a pour principal objectif d’une part, de promouvoir l’emploi d’indicateurs de performance

caractérisant la qualité des services dans les bibliothèques, et d’autre part, de montrer comment

procéder à la mesure d’une performance.

La présente Norme internationale spécifie les exigences relatives à un indicateur de performance de

bibliothèque et définit une série d’indicateurs destinés à être utilisés par tous les types de bibliothèques.

Elle fournit également des préconisations sur la manière de mettre en œuvre des indicateurs de

performance dans les bibliothèques qui n’en emploient pas encore.

La qualité des services de bibliothèque s’inscrit dans une sphère plus vaste: celle du management de la

qualité et de l’assurance de la qualité. La présente Norme internationale applique et appuie les Normes

internationales élaborées par l’ISO/TC 176.

La présente Norme internationale propose une terminologie normalisée et fournit une définition concise

pour les différents indicateurs de performance. Elle décrit en outre de manière succincte ces indicateurs,

ainsi que le recueil et l’analyse des données nécessaires. Les publications répertoriées dans la Bibliographie

fournissent des informations détaillées sur la méthodologie employée et l’analyse effectuée.

Dans la présente Norme internationale, chaque indicateur se voit attribuer une dénomination unique. Cette

dénomination diffère parfois de celle employée dans la documentation sur laquelle se fonde la description

associée. Les éventuelles différences sont détaillées dans la description de l’indicateur concerné.

Les indicateurs de performance qui figurent dans la présente Norme internationale sont soit d’usage

courant et largement décrits dans la littérature, soit ils ont été suffisamment testés sur le terrain et

sont validés au niveau national. Certaines descriptions d’indicateurs intègrent des modifications qui

concernent des indicateurs décrits ailleurs. Ces modifications découlent de la pratique ou de la nécessité

de donner à ces indicateurs une portée plus générale. Les rapports fondés sur les données d’entrée et les

ressources sont très bien décrits dans la littérature; ils servent de cadre aux indicateurs de performance

de bibliothèques définis dans la présente Norme internationale.

L’élaboration de la présente Norme internationale a révélé l’absence d’indicateurs testés et bien

documentés pour certaines activités et certains services de bibliothèque. Étant donné que les services

électroniques vont continuer à se développer et à évoluer, cette évolution nécessitera une surveillance par

rapport aux indicateurs décrits dans la présente Norme internationale. La communauté des bibliothèques

et des services d’information est invitée à établir des mécanismes et à se concentrer sur la mise au point

d’indicateurs pertinents pour les services et ressources de bibliothèque existants et émergents.

La présente Norme internationale sera mise à jour par un groupe de travail qui suivra les progrès et

intègrera des indicateurs supplémentaires à mesure qu’ils seront testés et validés.

© ISO 2014 – Tous droits réservés v
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NORME INTERNATIONALE ISO 11620:2014(F)
Information et documentation — Indicateurs de
performance des bibliothèques
1 Domaine d’application

La présente Norme internationale s’applique à tous les types de bibliothèques, dans tous les pays.

Néanmoins, les indicateurs de performance ne sont pas tous applicables à toutes les bibliothèques. Les

limites d’applicabilité des différents indicateurs de performance sont précisées dans l’article « domaine

d’application » de la description de chacun des indicateurs (voir Annexe B).

Les indicateurs de performance peuvent être utilisés pour effectuer des comparaisons dans le temps, au

sein d’une même bibliothèque. Ils peuvent également être employés pour faire des comparaisons entre

bibliothèques, mais il faut alors procéder avec prudence. Les comparaisons entre bibliothèques doivent

tenir compte de toutes les différences entre les spécificités administratives et autres caractéristiques

des bibliothèques, et doivent s’appuyer sur une bonne compréhension des indicateurs utilisés et des

limites posées, ainsi que sur une interprétation prudente des données (voir 4.3.5).

Les indicateurs de performance cités dans la présente Norme internationale sont soumis à d’autres

limites qui dépendent de facteurs locaux, comme la population desservie par la bibliothèque considérée,

les missions définies et la configuration d’infrastructure technologique utilisée. Les résultats obtenus

suite à l’emploi des indicateurs de performance cités dans la présente Norme internationale sont destinés

à être interprétés compte tenu de ces facteurs.

Certains services, activités et utilisations des ressources de la bibliothèque ne sont couverts par aucun

indicateur de performance, soit parce que de tels indicateurs n’avaient pas été proposés ou testés au

moment de l’élaboration de la présente Norme internationale, soit parce que les indicateurs existants ne

remplissaient pas les critères spécifiés (voir 3.2).

Les indicateurs de performance répertoriés dans la présente Norme internationale ne reflètent pas la

totalité des mesures et techniques d’évaluation possibles. La présente Norme internationale propose des

méthodologies et des approches reconnues, testées et accessibles au public (c’est-à-dire non exclusives)

qui permettent de mesurer tout un éventail de performances de services de bibliothèque.

La présente Norme internationale n’a pas vocation à exclure l’emploi d’autres indicateurs de performance

que ceux spécifiés ici (voir Article 5).

Elle ne comprend pas d’indicateurs permettant d’évaluer l’impact des services de bibliothèque sur

les individus, la population desservie ou la société, à l’heure actuelle. L’évaluation de l’impact des

bibliothèques sera traitée dans une Norme internationale spécifique (ISO 16439).

Dans l’ensemble du présent document, les dénominations d’indicateurs commencent toutes par une

majuscule (par exemple, Entrées à la bibliothèque par personne). Cela rend plus aisée la distinction de

ces dénominations par rapport au contexte.
2 Termes et définitions

Pour les besoins du présent document, les termes et définitions suivants s’appliquent.

© ISO 2014 – Tous droits réservés 1
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ISO 11620:2014(F)
2.1
accès
requête réussie d’un service en ligne fourni par la bibliothèque

Note 1 à l’article: Un accès est un cycle d’activité de l’usager qui classiquement débute lorsque celui-ci se connecte

à un service en ligne fourni par la bibliothèque et qui se termine de façon explicite (en quittant la base de données

par une déconnexion ou par le menu quitter) ou implicite (déconnexion automatique après une période de non-

utilisation).

Note 2 à l’article: Les accès au site de la bibliothèque sont comptabilisés comme des visites virtuelles.

Note 3 à l’article: Il convient d’exclure les connexions à une page d’accueil ou à un portail.

Note 4 à l’article: Si possible, il convient d’exclure les recherches effectuées par les moteurs de recherche.

[SOURCE: ISO 2789:2013, 2.2.1]
2.2
accessibilité
facilité d’accès et d’utilisation d’un service ou d’une installation
2.3
emprunteur actif

usager inscrit ayant emprunté au moins un document au cours de la période de référence

Note 1 à l’article: Ce décompte sous-estime le nombre d’usagers actifs mais il reste la seule mesure gérable pour

de nombreuses bibliothèques.
[SOURCE: ISO 2789:2013, 2.2.2]
2.4
usager actif

usager inscrit qui est entré à la bibliothèque ou a utilisé ses équipements ou ses services au cours de la

période de référence
Note 1 à l’article: Cela comprend les emprunteurs actifs.

Note 2 à l’article: Cela peut comprendre l’utilisation des services électroniques de la bibliothèque s’il est possible

d’identifier l’utilisation électronique et les visites virtuelles de chaque usager, ou si des données peuvent être

obtenues au moyen d’enquêtes.

Note 3 à l’article: Si une bibliothèque identifie des usagers actifs non inscrits, au cours d’enquêtes par exemple, il

convient de les compter séparément.
[SOURCE: ISO 2789:2013, 2.2.3]
2.5
adéquation
aptitude d’un indicateur donné à évaluer une activité spécifique
2.6
disponibilité

faculté des usagers de disposer d’un contenu, de documents, d’installations ou de services effectivement

fournis par la bibliothèque au moment où ils en ont besoin
2.7
unité de contenu documentaire

élément publié sous forme textuelle ou audiovisuelle, identifié de manière unique dans un processus

informatique, et qui peut être un original ou le résumé d’autres publications

Note 1 à l’article: Cela comprend les documents ou parties de documents (par exemple articles, résumés, tables

des matières, images) et les enregistrements descriptifs.
2 © ISO 2014 – Tous droits réservés
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ISO 11620:2014(F)
Note 2 à l’article: Adapté du Code de bonnes pratiques COUNTER, Version 3:2008.

Note 3 à l’article: Les formats PDF, Postscript, HTML et autres de la même unité de contenu documentaire, seront

comptés séparément.
[SOURCE: ISO 2789:2013, 2.3.9]
2.8
base de données

ensemble d’enregistrements descriptifs ou d’unités de contenu documentaire informatiques (données

factuelles, textes, images et sons), doté d’une interface commune et d’un logiciel pour récupérer ou

exploiter les données

Note 1 à l’article: Les unités ou les enregistrements sont généralement classés avec un objectif précis et concernent

un sujet défini. Une base de données peut être publiée sur cédérom, disquette ou d’autres supports ou en tant que

fichier informatique accessible par téléphone ou par l’internet.

Note 2 à l’article: Les bases de données soumises à licence sont comptabilisées à l’unité, même si l’accès à plusieurs

bases de données soumises à licence est proposé par la même interface.

Note 3 à l’article: Une interface unique d’accès à un bouquet de revues ou de documents numériques, habituellement

proposée par un éditeur ou un fournisseur est également comptée comme une base de données. En outre, il

convient que chaque revue ou document numérique soit comptabilisé comme tel.
[SOURCE: ISO 2789:2013, 2.3.10]
2.9
enregistrement descriptif

enregistrement bibliographique ou autre, traité en informatique dans un format normalisé, qui référence

et/ou décrit un document matériel ou une unité de contenu documentaire

Note 1 à l’article: Une collection d’enregistrements descriptifs est habituellement publiée sous forme de base de

données.

Note 2 à l’article: L’enregistrement descriptif peut comprendre des éléments tels que le titre, l’auteur, le sujet, le

résumé, la date de création.
[SOURCE: ISO 2789:2013, 2.3.12]
2.10
document numérique

unité documentaire à contenu défini, nativement numérique ou numérisée, qui a été créée ou numérisée

par la bibliothèque ou acquise sous forme numérique comme élément de la collection de cette bibliothèque

Note 1 à l’article: Cela comprend les livres électroniques, les brevets électroniques, les documents audiovisuels

en réseau et les autres documents numériques, par exemple les rapports, les documents cartographiques et

musicaux, les pré-publications, etc. Les bases de données et les périodiques électroniques sont exclus.

Note 2 à l’article: Les éléments faisant partie des bases de données sont décrits en 2.3.10.

Note 3 à l’article: Un document numérique peut être structuré en un ou plusieurs fichiers.

Note 4 à l’article: Un document numérique comprend une ou plusieurs unités de contenu documentaire. Avant

numérisation, il est nécessaire que la bibliothèque décide des unités de contenu documentaire qu’il convient de

pouvoir interroger, par exemple des articles dans des publications en série ou des musiques sur enregistrements.

[SOURCE: ISO 2789:2013, 2.3.13]
2.11
numérisation
processus permettant de convertir des supports analogiques sous forme numérique

Note 1 à l’article: La numérisation visant à fournir des documents de la collection à un usager ou à un

établissement est exclue.
© ISO 2014 – Tous droits réservés 3
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ISO 11620:2014(F)

Note 2 à l’article: La numérisation réalisée à des fins de conservation est comprise.

Note 3 à l’article: La numérisation de masse est comprise.

Note 4 à l’article: L’achat de copies électroniques pour remplacer des copies imprimées est exclu.

[SOURCE: ISO 2789:2013, 2.3.15]
2.12
document

information enregistrée ou objet matériel qui peut être traité comme une unité dans une chaîne documentaire

[SOURCE: ISO 5127, 1.2.02]

Note 1 à l’article: Des documents peuvent avoir des formes et des caractéristiques différentes.

2.13
téléchargement

requête réussie d’une unité de contenu à partir d’un service en ligne fourni par la bibliothèque ou de tout

autre service de l’internet
[SOURCE: ISO 2789:2013, 2.2.6]
2.14
livre numérique
e-book

document électronique non publié en série, sous licence ou non, dans lequel le texte interrogeable occupe

une place prépondérante et qui peut être considéré comme équivalent à un livre imprimé (monographie)

Note 1 à l’article: L’utilisation de livres numériques est souvent liée à un matériel dédié et/ou à un logiciel de

lecture ou de visionnage spécifique.

Note 2 à l’article: Les livres numériques peuvent être prêtés aux usagers soit avec un matériel portable (liseuse)

soit en chargeant le contenu sur le micro-ordinateur de l’usager pour une période limitée.

Note 3 à l’article: Les thèses numériques sont comprises.
Note 4 à l’article: Les livres numérisés par la bibliothèque sont inclus.
[SOURCE: ISO 2789:2013, 2.3.19]
2.15
efficacité
mesure de l’aptitude à atteindre des objectifs donnés

Note 1 à l’article: Une activité est efficace si elle se rapproche au maximum des résultats qu’elle est censée produire.

2.16
efficience
mesure des ressources utilisées pour atteindre un objectif donné

Note 1 à l’article: Une activité est efficiente si elle emploie le minimum de ressources ou si elle produit une

excellente performance avec ces mêmes ressources.
2.17
fourniture électronique de document (accès indirect)
FED

transmission électronique d’un document ou d’un extrait de document, appartenant à la collection

de la bibliothèque, à un usager, par l’intermédiaire du personnel de la bibliothèque et qui n’est pas

nécessairement effectuée par le biais d’une autre bibliothèque

Note 1 à l’article: La transmission électronique de documents aux membres de la population à desservir est

comprise. La transmission par télécopie est exclue.
4 © ISO 2014 – Tous droits réservés
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ISO 11620:2014(F)

Note 2 à l’article: On peut distinguer deux catégories selon que la fourniture est gratuite ou payante pour l’usager.

Note 3 à l’article: Le téléchargement direct par l’usager à partir de la collection électronique de la bibliothèque est exclu.

[SOURCE: ISO 2789:2013, 2.2.7]
2.18
service électronique

service de bibliothèque fourni par voie électronique, par des serveurs locaux ou via les réseaux

Note 1 à l’article: Les services électroniques de bibliothèque comprennent le catalogue en ligne, le site de la

bibliothèque, la collection électronique, le prêt électronique, la fourniture électronique de document (par

l’intermédiaire de la bibliothèque), un service de référence électronique, la formation des usagers par des moyens

électroniques, les services pour les appareils mobiles, les services à usage interactif (y compris les services sur les

réseaux sociaux), et l’accès à l’internet proposé par la bibliothèque.

Note 2 à l’article: Cela ne comprend pas la réservation de services physiques (salles ou visites de la bibliothèque,

par exemple) par des moyens électroniques.
[SOURCE: ISO 2789:2013, 2.2.8]
2.19
évaluation

processus consistant à estimer l’efficacité, l’efficience, l’utilité et la pertinence d’un service ou d’une

installation
2.20
usager externe
usager d’une bibliothèque qui ne fait pas partie de la population à desservir
[SOURCE: ISO/DIS 2789, 2.2.12]
2.21
installations
équipements, postes de travail, etc. offerts aux usagers de la bibliothèque

Note 1 à l’article: Les photocopieurs, les terminaux en ligne, les postes de consultation de cédéroms, les sièges

pour lire et les carrels réservés à l’étude sont compris, mais les installations telles que toilettes, distributeurs de

café et téléphones publics sont exclues.
2.22
ressource gratuite de l’internet

ressource de l’internet sans restriction d’accès (accès libre) pour laquelle aucun paiement n’est requis

[SOURCE: ISO 2789:2013, 2.3.23]
2.23
équivalent temps plein
ETP
mesure correspondant à un agent travaillant à plein temps pendant un an

Note 1 à l’article: Par exemple, si, parmi trois bibliothécaires, l’un effectue un quart de temps, l’autre un mi-temps

et le dernier un plein temps, l’ETP pour ces trois agents sera 0,25 + 0,5 + 1,0 = 1,75 ETP de bibliothécaire.

Note 2 à l’article: Les bibliothèques ne peuvent pas toutes utiliser le même nombre d’heures par an pour définir

un ETP. Toute mesure de comparaison entre bibliothèques peut donc nécessiter la prise en compte des éventuelles

différences de nombre d’heures.
2.24
objectif général
situation à atteindre par la mise en œuvre de politiques convenues
© ISO 2014 – Tous droits réservés 5
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ISO 11620:2014(F)
2.25
indicateur

expression (numérique, symbolique ou verbale) permettant de caractériser des activités (manifestations,

objets ou personnes) en termes quantitatifs et qualitatifs afin d’en déterminer la valeur, ainsi que la

méthode associée
2.26
consultation sur place

documents en libre-accès pris par un usager en vue d’une consultation dans les locaux

Note 1 à l’article: La consultation sur place comprend le fait de parcourir les rayonnages pour un examen rapide

du contenu d’un document, mais exclut le seul repérage rapide des titres (sur le plat ou au dos du livre) dans le but

de choisir un ouvrage.
2.27
dépôt institutionnel d’archives ouvertes

dépôt d’archives ouvertes destiné au stockage des publications d’un établissement, ou d’un groupe

d’établissements, telles que pré- et post-publications, rapports techniques, thèses et mémoires,

ensembles de données et documents d’enseignement et d’apprentissage
[SOURCE: ISO 2789:2013, 2.3.26]
2.28
prêt entre bibliothèques

prêt d’un document sous sa forme matérielle ou fourniture d’un document ou d’une partie de document,

sous forme de copie d’une bibliothèque à une autre qui ne dépend pas de la même administration

Note 1 à l’article: La transmission de documents sous forme électronique par l’intermédiaire de la bibliothèque est

comptée comme fourniture électronique de document.
[SOURCE: ISO 2789:2013, 2.2.16]
2.29
bibliothèque

organisation ou partie d’organisation, dont le but principal est de faciliter l’utilisation des ressources

documentaires, des services et des équipements adaptés aux besoins d’information, de recherche,

d’éducation, de culture et de loisirs de ses usagers

Note 1 à l’article: L’offre des ressources documentaires requises peut être assurée par la création et l’entretien

d’une collection et/ou par une organisation de l’accès aux ressources documentaires.

Note 2 à l’article: Ce sont les exigences fondamentales requises d’une bibliothèque qui n’excluent aucune ressource

et aucun service en complément de son objet principal.
[SOURCE: ISO 2789:2013, 2.1.6]
2.30
site de la bibliothèque

domaine unique sur l’internet se composant d’un ensemble de pages éditées par la bibliothèque, destiné

à donner accès aux services et ressources de la bibliothèque

Note 1 à l’article: Les pages du site sont généralement reliées grâce à des liens hypertextes.

Note 2 à l’article: Les documents qui répondent à la définition de collection électronique et les ressources gratuites

de l’internet pour lesquelles un lien peut être établi à partir du site de la bibliothèque sont exclus.

Note 3 à l’article: Les services en ligne sous le nom de domaine de la bibliothèque qui sont mis en œuvre au nom

d’autres organisations sont exclus.
[SOURCE: ISO 2789:2013, 2.2.18]
6 © ISO 2014 – Tous droits réservés
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ISO 11620:2014(F)
2.31
prêt

prêt direct ou fourniture à un usager d’un document sous forme non électronique (par exemple un livre)

ou d’un document électronique sur support matériel (par exemple un cédérom) ou tout autre dispositif

(par exemple une liseuse) ou transmission d’un document électronique à un usager pour une durée

limitée (par exemple un livre numérique)

Note 1 à l’article: Les renouvellements de prêt sont exclus, mais ils peuvent être comptés séparément.

Note 2 à l’article: Les prêts comprennent les prêts enregistrés dans la bibliothèque (emprunts sur place).

Note 3 à l’article: Les prêts comprennent la copie d’un document fourni à la place de l’original (télécopies incluses),

et les impressions de documents électroniques effectuées par le personnel pour un usager.

Note 4 à l’article: Les prêts de documents sous leur forme matérielle à des usagers distants sont compris.

Note 5 à l’article: La transmission électronique de documents par l’intermédiaire de la bibliothèque est comptée

en tant que fourniture électronique de documents si l’utilisation en est permise pour un temps illimité. Cela

comprend les transmissions à des membres de la population à desservir.
[SOURCE: ISO 2789:2013, 2.2.19]
2.32
métadonnées
données structurées se rapportant à des données

Note 1 à l’article: Les données sont associées à un système d’information ou à un objet d’information à des fins

de description, d’administration, de respect des exigences légales, de fonctionnalité technique,

...

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