ISO 11620:2014
(Main)Information and documentation - Library performance indicators
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 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 . 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. L'ISO 11620:2014 n'a pas vocation à 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
Relations
Frequently Asked Questions
ISO 11620:2014 is a standard published by the International Organization for Standardization (ISO). Its full title is "Information and documentation - Library performance indicators". This standard covers: 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.
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.
ISO 11620:2014 is classified under the following ICS (International Classification for Standards) categories: 01.140.20 - Information sciences. The ICS classification helps identify the subject area and facilitates finding related standards.
ISO 11620:2014 has the following relationships with other standards: It is inter standard links to ISO 11620:2023, ISO 11620:2008. Understanding these relationships helps ensure you are using the most current and applicable version of the standard.
You can purchase ISO 11620:2014 directly from iTeh Standards. The document is available in PDF format and is delivered instantly after payment. Add the standard to your cart and complete the secure checkout process. iTeh Standards is an authorized distributor of ISO standards.
Standards Content (Sample)
SLOVENSKI STANDARD
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
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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 2014
© 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
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Published in Switzerland
ii © ISO 2014 – All rights reserved
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
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
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.
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]
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
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]
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
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]
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
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
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 reserved
2.45
rejected access
turnaway
unsuccessful request of a licensed online service provided by the library by exceeding the simultaneous
user limit
Note 1 to entry: Request failure because of wrong passwords is excluded.
[SOURCE: ISO 2789:2013, 2.2.29]
2.46
reliability
degree to which a measure repeatedly and consistently produces the same result
2.47
special grant
grant of a non-recurrent nature to fund (or partly fund) projects
[SOURCE: ISO 2789:2013, 2.6.4]
2.48
staff training
formal pre-planned training which can be held in-house or externally, and delivered by library staff or
external experts
Note 1 to entry: Informal training, e.g. point-of-use training, is excluded.
[SOURCE: ISO 2789:2013, 2.7.6]
2.49
target population
groups of actual and potential users appropriate to an individual library as the object of a specific service
or as the primary users of specific materials
2.50
title
words at the head of a document thus identifying it and normally distinguishing it from others
Note 1 to entry: For measuring purposes, “title” describes a document, which forms a separate item with a
distinctive title, whether issued in one or several physical units, and disregarding the number of copies of the
document held by the library.
[SOURCE: ISO 5127:2001, 4.2.1.4.01]
2.51
user
recipient of library services
Note 1 to entry: The recipient can be a person or an institution, including libraries.
Note 2 to entry: Library services include electronic services, physical services, and visiting the library premises.
2.52
user place
place provided for users for reading or studying, whether with or without seating or equipment
Note 1 to entry: Includes places in carrels, in seminar and study rooms, and in the audio-visual and children’s
departments of the library, and informal seating in lounges, group areas, etc.
Note 2 to entry: Excludes places in halls and lecture auditory theatres intended for audiences of special events.
Also excludes floor space and cushions on which users can sit.
[SOURCE: ISO 2789:2013, 2.4.11]
2.53
user service area
part of the library that is accessible to users
Note 1 to entry: This includes space for reading, studying, information delivery, and any other services delivered
to users, as well as open-access storage areas as integrated parts of user service areas, media centres, workplaces
for staff in these areas, and exhibition areas.
[SOURCE: ISO/TR 11219:2012, 2.100]
2.54
user training
training programme set up with a specified lesson plan, which aims at specific learning outcomes for the
use of library and other information services
Note 1 to entry: User training can be offered as a tour of the library, as library tuition, or as a web-based service
for users.
Note 2 to entry: The duration of lessons is irrelevant.
[SOURCE: ISO 2789:2013, 2.2.37]
2.55
validity
degree to which an indicator actually measures what it is intended to measure
2.56
virtual visit
one continuous cycle of user activities on the library website by users from outside the library’s IP
address space (usually from outside the library premises), regardless of the number of pages or elements
viewed
Note 1 to entry: A virtual visit typically starts when a user accesses the library website after visiting an external
page, and ends if no activity has been recorded for a defined period of time (recommended maximum is 30 min).
Another access after a longer interval initiates a new visit.
Note 2 to entry: A virtual visitor should at least be identified by a unique cookie and/or by a unique combination
of the user’s IP address and browser string (user agent). Known web spiders and harvesters should be excluded.
[SOURCE: ISO 2789:2013, 2.2.39, modified].
2.57
visit
person (individual) entering the library premises
[SOURCE: ISO 2789:2013, 2.2.40]
3 Criteria and descriptive framework
3.1 General
3.1.1 The purpose of library performance indicators is 1) to function as tools to assess the quality
and effectiveness of services, resources, and other activities provided by a library and 2) to assess the
efficiency of resources allocated by the library to such services and other activities.
3.1.2 Annex B of this International Standard presents a set of performance indicators that have
been thoroughly tested by widespread use in libraries or through explicit testing by researchers and
subsequent documentation in the literature. Some descriptions of indicators include modifications that
reflect practical experience, or the need to generalize the indicators for general application.
10 © ISO 2014 – All rights reserved
3.1.3 All performance indicators included in Annex B fulfil the criteria presented in 3.2 and are
specified according to the descriptive framework presented in 3.3. Performance indicators to be added in
revisions of this International Standard will have to fulfil the same criteria and follow the same descriptive
framework.
3.1.4 New or alternative performance indicators can be developed in order to cover other activities and
services or to serve a specific purpose. It is recommended that such performance indicators be evaluated
and described according to 3.2 and 3.3 (see also Clause 4).
NOTE Care has been taken to describe the indicators individually and independently of other indicators.
This does not imply that the indicators should be used in isolation. When collecting data, it will, in many cases, be
possible and practical to collect data for two or more indicators at the same time.
3.1.5 While traditional library statistics are collected over the complete reporting period, this cannot
be possible for all library services, e.g. in-house use or reference questions. Therefore, this International
Standard allows for the application of sampling methods, where data cannot be collected from automated
systems, or where data collection over a reporting period would be too time consuming. For the calculation
of a reliable sample size, handbooks of statistical procedures should be consulted.
3.2 Criteria
3.2.1 In order to comply with this International Standard, a library performance indicator has to be
thoroughly tested, validated, and (preferably) documented in the literature. Performance indicators that
are in widespread use in libraries can be accepted although they have not been explicitly documented.
3.2.2 The following criteria should be used to test a performance indicator.
a) Informative content — The indicator should be informative as a tool for measuring an activity, for
identifying achievements, and for identifying problems and shortcomings in the performance of
the library so that action can be taken to remedy these. It should provide information for decision-
making, e.g. goal setting, budget allocation, prioritizing services and activities, etc.
b) Reliability — A performance indicator shall be reliable in the sense that it consistently produces the
same result when used repeatedly under the same circumstances.
NOTE The fact that an indicator reflects the underlying variability of the data, such as seasonal variations
or fluctuations in loan activities, does not in itself mean that the indicator is not reliable.
c) Validity — The indicator shall be valid in that it shall measure what it is intended to measure.
NOTE That some indicators are indirect indicators or rough estimates do not in itself mean that they are
not valid.
d) Appropriateness — The indicator shall be appropriate for its intended purpose. That is, the units
and scale shall be suitable, and the operations necessary to implement the process of measurement
should be compatible with the library’s procedures, physical layout, electronic services, etc.
e) Practicality — The indicator has to be practical in the sense that it uses data that the library can
produce with a reasonable amount of effort in terms of staff time, staff qualifications, operational
costs, and users’ time and patience.
If the indicator is intended for comparisons between libraries, a sixth criterion [item f)] applies.
f) Comparability — A library performance indicator allows comparisons between libraries if the same
score, making allowance for the accuracy of the score, means the same level of quality of services or
the same level of efficiency in the libraries to be compared (see also 4.3.5).
NOTE 1 It is imperative that similar libraries (e.g. mission, library type, target population) are used for
comparative purposes.
NOTE 2 It is vital to ensure that the activities being measured are comparable.
NOTE 3 This criterion is sufficient for ranking libraries according to the score of the performance indicator,
but is not sufficient to determine, for example, that a library with twice the score of another is twice as good.
3.3 Descriptive framework
3.3.1 General
The performance indicators included in Annex B are described according to the following framework,
which should also be used in developing descriptions of new or alternative performance indicators.
3.3.2 Balanced Scorecard approach
The presentation of the performance indicators in this International Standard follows the Balanced
[20]
Scorecard approach. This approach creates an indicator framework with four major areas of
measurement, as follows.
1) Resources, Access, and Infrastructure: This perspective presents indicators that measure the
adequacy and availability of library resources and services (e.g. staff, collections, user places).
2) Use: This perspective presents indicators that measure the usage of library resources and services
(e.g. loans, downloads, and facilities use).
3) Efficiency: This perspective presents indicators that measure resource and service efficiency (e.g.
costs per loan, time required to acquire or process documents, and employee productivity in media
processing).
4) Potentials and Development: This perspective provides indicators that measure the library’s input
into emerging service and resource areas and its ability to gain sufficient funding for development
(e.g. percentage of library staff providing electronic services and attendances at formal training
lessons by staff).
This organization provides users of this International Standard with the ability to identify major areas
for performance measurement by content and type of indicator.
The indicators are further categorized along the five service/resource areas of collection, access,
facilities, staff, and general.
3.3.3 Indicator presentation
3.3.3.1 General
Each indicator is presented in the standard format described below.
3.3.3.2 Name
Each indicator shall have a unique, descriptive name.
3.3.3.3 Objective
Each indicator shall have an explicit objective, stated in terms of the service(s), activity(ies), or use(s) of
resources to be evaluated.
3.3.3.4 Scope
The scope shall state the types of libraries to which the indicator can be applied.
12 © ISO 2014 – All rights reserved
The scope can state whether the indicator is suitable for comparison between libraries and whether
there are any limitations concerning comparability.
The scope can include other limitations in the application of the indicator.
NOTE The scope statement can include qualifications, instances, and situations to show how the indicator
can be applied. For example, the scope can state whether the indicator is only suitable for certain parts of the
collection such as the loan collection or the reference collection; whether the indicator can be used both for the
library service or activity as a whole, and for parts of the library service; for showing differences between subjects
or parts of the population served; or for certain types of libraries (e.g. national, academic, public).
3.3.3.5 Definition of the indicator
Each indicator shall be defined uniquely in terms of the data to be collected and/or the relationship to
be established between the data.
This statement should also include definitions of special terms used in the definition of the indicator,
that are not defined elsewhere in this International Standard, as well as terms used in the description
of the method(s) to be used.
Unambiguous terms used in the customary sense need not be defined.
3.3.3.6 Method
The data to be collected and the calculations to be performed shall be described concisely.
If a measure needs to be repeated to determine the value of the indicator, this shall be stated clearly.
Two or more equivalent methods can be described, i.e. different data and calculations used to produce
the same indicator.
NOTE Examples of this use total count versus sampling, and use a direct measure versus an estimate based
on different data.
If more than one method is described, the one most generally applicable shall be described first. The
descriptions supplied shall not include general statistical methodology such as sampling procedures,
sampling sizes, estimates of confidence intervals, statistical tests, etc.
If a questionnaire is to be used, only the question(s) to be asked and the score used are included, and not
a detailed description of the total questionnaire design.
If possible, the descriptions of methods shall indicate the effort necessary for preparation, data collection,
and analysis of results.
3.3.3.7 Interpretation and factors affecting the indicator
The interpretation statement can include information necessary to interpret the results of using the
indicator.
NOTE The total range of the i
...
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 2014
© 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
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
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
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.
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]
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
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]
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
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]
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
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
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 reserved
2.45
rejected access
turnaway
unsuccessful request of a licensed online service provided by the library by exceeding the simultaneous
user limit
Note 1 to entry: Request failure because of wrong passwords is excluded.
[SOURCE: ISO 2789:2013, 2.2.29]
2.46
reliability
degree to which a measure repeatedly and consistently produces the same result
2.47
special grant
grant of a non-recurrent nature to fund (or partly fund) projects
[SOURCE: ISO 2789:2013, 2.6.4]
2.48
staff training
formal pre-planned training which can be held in-house or externally, and delivered by library staff or
external experts
Note 1 to entry: Informal training, e.g. point-of-use training, is excluded.
[SOURCE: ISO 2789:2013, 2.7.6]
2.49
target population
groups of actual and potential users appropriate to an individual library as the object of a specific service
or as the primary users of specific materials
2.50
title
words at the head of a document thus identifying it and normally distinguishing it from others
Note 1 to entry: For measuring purposes, “title” describes a document, which forms a separate item with a
distinctive title, whether issued in one or several physical units, and disregarding the number of copies of the
document held by the library.
[SOURCE: ISO 5127:2001, 4.2.1.4.01]
2.51
user
recipient of library services
Note 1 to entry: The recipient can be a person or an institution, including libraries.
Note 2 to entry: Library services include electronic services, physical services, and visiting the library premises.
2.52
user place
place provided for users for reading or studying, whether with or without seating or equipment
Note 1 to entry: Includes places in carrels, in seminar and study rooms, and in the audio-visual and children’s
departments of the library, and informal seating in lounges, group areas, etc.
Note 2 to entry: Excludes places in halls and lecture auditory theatres intended for audiences of special events.
Also excludes floor space and cushions on which users can sit.
[SOURCE: ISO 2789:2013, 2.4.11]
2.53
user service area
part of the library that is accessible to users
Note 1 to entry: This includes space for reading, studying, information delivery, and any other services delivered
to users, as well as open-access storage areas as integrated parts of user service areas, media centres, workplaces
for staff in these areas, and exhibition areas.
[SOURCE: ISO/TR 11219:2012, 2.100]
2.54
user training
training programme set up with a specified lesson plan, which aims at specific learning outcomes for the
use of library and other information services
Note 1 to entry: User training can be offered as a tour of the library, as library tuition, or as a web-based service
for users.
Note 2 to entry: The duration of lessons is irrelevant.
[SOURCE: ISO 2789:2013, 2.2.37]
2.55
validity
degree to which an indicator actually measures what it is intended to measure
2.56
virtual visit
one continuous cycle of user activities on the library website by users from outside the library’s IP
address space (usually from outside the library premises), regardless of the number of pages or elements
viewed
Note 1 to entry: A virtual visit typically starts when a user accesses the library website after visiting an external
page, and ends if no activity has been recorded for a defined period of time (recommended maximum is 30 min).
Another access after a longer interval initiates a new visit.
Note 2 to entry: A virtual visitor should at least be identified by a unique cookie and/or by a unique combination
of the user’s IP address and browser string (user agent). Known web spiders and harvesters should be excluded.
[SOURCE: ISO 2789:2013, 2.2.39, modified].
2.57
visit
person (individual) entering the library premises
[SOURCE: ISO 2789:2013, 2.2.40]
3 Criteria and descriptive framework
3.1 General
3.1.1 The purpose of library performance indicators is 1) to function as tools to assess the quality
and effectiveness of services, resources, and other activities provided by a library and 2) to assess the
efficiency of resources allocated by the library to such services and other activities.
3.1.2 Annex B of this International Standard presents a set of performance indicators that have
been thoroughly tested by widespread use in libraries or through explicit testing by researchers and
subsequent documentation in the literature. Some descriptions of indicators include modifications that
reflect practical experience, or the need to generalize the indicators for general application.
10 © ISO 2014 – All rights reserved
3.1.3 All performance indicators included in Annex B fulfil the criteria presented in 3.2 and are
specified according to the descriptive framework presented in 3.3. Performance indicators to be added in
revisions of this International Standard will have to fulfil the same criteria and follow the same descriptive
framework.
3.1.4 New or alternative performance indicators can be developed in order to cover other activities and
services or to serve a specific purpose. It is recommended that such performance indicators be evaluated
and described according to 3.2 and 3.3 (see also Clause 4).
NOTE Care has been taken to describe the indicators individually and independently of other indicators.
This does not imply that the indicators should be used in isolation. When collecting data, it will, in many cases, be
possible and practical to collect data for two or more indicators at the same time.
3.1.5 While traditional library statistics are collected over the complete reporting period, this cannot
be possible for all library services, e.g. in-house use or reference questions. Therefore, this International
Standard allows for the application of sampling methods, where data cannot be collected from automated
systems, or where data collection over a reporting period would be too time consuming. For the calculation
of a reliable sample size, handbooks of statistical procedures should be consulted.
3.2 Criteria
3.2.1 In order to comply with this International Standard, a library performance indicator has to be
thoroughly tested, validated, and (preferably) documented in the literature. Performance indicators that
are in widespread use in libraries can be accepted although they have not been explicitly documented.
3.2.2 The following criteria should be used to test a performance indicator.
a) Informative content — The indicator should be informative as a tool for measuring an activity, for
identifying achievements, and for identifying problems and shortcomings in the performance of
the library so that action can be taken to remedy these. It should provide information for decision-
making, e.g. goal setting, budget allocation, prioritizing services and activities, etc.
b) Reliability — A performance indicator shall be reliable in the sense that it consistently produces the
same result when used repeatedly under the same circumstances.
NOTE The fact that an indicator reflects the underlying variability of the data, such as seasonal variations
or fluctuations in loan activities, does not in itself mean that the indicator is not reliable.
c) Validity — The indicator shall be valid in that it shall measure what it is intended to measure.
NOTE That some indicators are indirect indicators or rough estimates do not in itself mean that they are
not valid.
d) Appropriateness — The indicator shall be appropriate for its intended purpose. That is, the units
and scale shall be suitable, and the operations necessary to implement the process of measurement
should be compatible with the library’s procedures, physical layout, electronic services, etc.
e) Practicality — The indicator has to be practical in the sense that it uses data that the library can
produce with a reasonable amount of effort in terms of staff time, staff qualifications, operational
costs, and users’ time and patience.
If the indicator is intended for comparisons between libraries, a sixth criterion [item f)] applies.
f) Comparability — A library performance indicator allows comparisons between libraries if the same
score, making allowance for the accuracy of the score, means the same level of quality of services or
the same level of efficiency in the libraries to be compared (see also 4.3.5).
NOTE 1 It is imperative that similar libraries (e.g. mission, library type, target population) are used for
comparative purposes.
NOTE 2 It is vital to ensure that the activities being measured are comparable.
NOTE 3 This criterion is sufficient for ranking libraries according to the score of the performance indicator,
but is not sufficient to determine, for example, that a library with twice the score of another is twice as good.
3.3 Descriptive framework
3.3.1 General
The performance indicators included in Annex B are described according to the following framework,
which should also be used in developing descriptions of new or alternative performance indicators.
3.3.2 Balanced Scorecard approach
The presentation of the performance indicators in this International Standard follows the Balanced
[20]
Scorecard approach. This approach creates an indicator framework with four major areas of
measurement, as follows.
1) Resources, Access, and Infrastructure: This perspective presents indicators that measure the
adequacy and availability of library resources and services (e.g. staff, collections, user places).
2) Use: This perspective presents indicators that measure the usage of library resources and services
(e.g. loans, downloads, and facilities use).
3) Efficiency: This perspective presents indicators that measure resource and service efficiency (e.g.
costs per loan, time required to acquire or process documents, and employee productivity in media
processing).
4) Potentials and Development: This perspective provides indicators that measure the library’s input
into emerging service and resource areas and its ability to gain sufficient funding for development
(e.g. percentage of library staff providing electronic services and attendances at formal training
lessons by staff).
This organization provides users of this International Standard with the ability to identify major areas
for performance measurement by content and type of indicator.
The indicators are further categorized along the five service/resource areas of collection, access,
facilities, staff, and general.
3.3.3 Indicator presentation
3.3.3.1 General
Each indicator is presented in the standard format described below.
3.3.3.2 Name
Each indicator shall have a unique, descriptive name.
3.3.3.3 Objective
Each indicator shall have an explicit objective, stated in terms of the service(s), activity(ies), or use(s) of
resources to be evaluated.
3.3.3.4 Scope
The scope shall state the types of libraries to which the indicator can be applied.
12 © ISO 2014 – All rights reserved
The scope can state whether the indicator is suitable for comparison between libraries and whether
there are any limitations concerning comparability.
The scope can include other limitations in the application of the indicator.
NOTE The scope statement can include qualifications, instances, and situations to show how the indicator
can be applied. For example, the scope can state whether the indicator is only suitable for certain parts of the
collection such as the loan collection or the reference collection; whether the indicator can be used both for the
library service or activity as a whole, and for parts of the library service; for showing differences between subjects
or parts of the population served; or for certain types of libraries (e.g. national, academic, public).
3.3.3.5 Definition of the indicator
Each indicator shall be defined uniquely in terms of the data to be collected and/or the relationship to
be established between the data.
This statement should also include definitions of special terms used in the definition of the indicator,
that are not defined elsewhere in this International Standard, as well as terms used in the description
of the method(s) to be used.
Unambiguous terms used in the customary sense need not be defined.
3.3.3.6 Method
The data to be collected and the calculations to be performed shall be described concisely.
If a measure needs to be repeated to determine the value of the indicator, this shall be stated clearly.
Two or more equivalent methods can be described, i.e. different data and calculations used to produce
the same indicator.
NOTE Examples of this use total count versus sampling, and use a direct measure versus an estimate based
on different data.
If more than one method is described, the one most generally applicable shall be described first. The
descriptions supplied shall not include general statistical methodology such as sampling procedures,
sampling sizes, estimates of confidence intervals, statistical tests, etc.
If a questionnaire is to be used, only the question(s) to be asked and the score used are included, and not
a detailed description of the total questionnaire design.
If possible, the descriptions of methods shall indicate the effort necessary for preparation, data collection,
and analysis of results.
3.3.3.7 Interpretation and factors affecting the indicator
The interpretation statement can include information necessary to interpret the results of using the
indicator.
NOTE The total range of the indicator can be given, as well as a statement telling the user of this International
Standard if a maximum, a minimum, or an optimal value represents the state that is valued the most.
The interpretation statement can include information about the variability to be expected, such as
seasonal variations or variations in time of day.
This statement can also include information about factors internal or external to the library that will
affect the results, in order to help using the performance indicator as a diagnostic tool. This information
should be provided in such a way that it is possible to see what actions taken by a library can contribute
to a desired change in the score.
3.3.3.8 Source(s)
References are supplied to document the source of the indicator. The description should state clearly
whether the indicator as described in this International Standard is a modified version of the indicator
described in the source document.
If the name of the indicator is different from
...
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 2014
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
l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
ISO copyright office
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Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
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Web www.iso.org
Publié en Suisse
ii © ISO 2014 – Tous droits réservés
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
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
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.
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.
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
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.
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
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
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
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, d’utilisation et
d’exploitation, et de conservation.
Note 2 à l’article: Adapté de Dublin Core Metadata Initiative, 2005.
2.33
mission
déclaration validée par l’autorité de tutelle exprimant les objectifs généraux de l’organisation et ses
choix en matière de développement de services et de produits
2.34
objectif opérationnel
but spécifique qu’une activité doit atteindre afin de contribuer à la réalisation de l’objectif général
d’une organisation
2.35
horaires d’ouverture
au cours d’une semaine ordinaire, heures pendant lesquelles les principaux services matériels de la
bibliothèque sont accessibles aux usagers (par exemple services de référence et de prêt, salles de lecture)
[SOURCE: ISO 2789:2013, 2.4.7]
2.36
dépenses de fonctionnement
dépenses ordinaires
dépenses relevant de la gestion courante d’une bibliothèque
Note 1 à l’article: Ce sont les dépenses consacrées au personnel, ainsi qu’aux ressources utilisées et renouvelées
régulièrement. Elles englobent les dépenses couvrant la rémunération du personnel, les locations diverses,
les acquisitions documentaires et les contrats de licence, la reliure, le réseau informatique (fonctionnement
et maintenance), les télécommunications, la maintenance des bâtiments, les services (électricité, eau, égouts,
chauffage, etc.), la réparation ou le remplacement des mobiliers et des équipements, les manifestations, etc.
On peut aussi les qualifier de dépenses « courantes » ou « récurrentes ». Dans les cas où elles s’appliquent, ces
dépenses comprennent aussi les taxes locales ou nationales (par exemple la TVA).
[SOURCE: ISO 2789:2013, 2.6.3]
2.37
partenariat
coopération permanente et formalisée entre une bibliothèque et un ou plusieurs organismes, y compris
d’autres bibliothèques, concernant généralement des services ou des activités spécifiques
Note 1 à l’article: Un partenariat est généralement de nature contractuelle. Les partenaires peuvent participer de
différentes manières, par exemple expertise, financement, formation, équipements de toute nature, locaux.
Note 2 à l’article: La coopération entre deux bibliothèques ou plus au sein d’une seule unité administrative est exclue.
Note 3 à l’article: Toute coopération de durée limitée relative à un projet spécifié est exclue et comptabilisée
comme un projet de coopération (voir 2.5.2).
Note 4 à l’article: Est exclue toute relation unilatérale, financée ou non, impliquant un partenaire chargé
uniquement d’assurer les services et l’autre uniquement destiné à les recevoir.
[SOURCE: ISO 2789:2013, 2.5.5]
2.38
performance
efficacité caractérisant la fourniture de services par la bibliothèque et efficience de l’affectation et de
l’emploi des ressources pour fournir ces services
2.39
indicateur de performance
expression numérique, symbolique ou verbale, dérivée des statistiques de bibliothèques ou de données
permettant de caractériser la performance d’une bibliothèque
2.40
population à desservir
ensemble des personnes auxquelles la bibliothèque est destinée à fournir ses services et ses documents
Note 1 à l’article: En règle générale, pour les bibliothèques publiques, il s’agit de la population relevant de la
même collectivité (autorité) territoriale. Pour les bibliothèques d’établissements d’enseignement supérieur, cela
comprend généralement l’ensemble des personnels enseignants et administratifs et des étudiants.
2.41
projet
processus unique qui consiste en un ensemble d’activités coordonnées et maîtrisées comportant des
dates de début et de fin, entrepris dans le but d’atteindre un objectif conforme à des exigences spécifiques,
incluant les contraintes de délais, de coûts et de ressources
Note 1 à l’article: Il est possible qu’un projet individuel fasse partie d’une structure de projet plus large.
Note 2 à l’article: Adapté de l’ISO 9000:2005.
[SOURCE: ISO 2789:2013, 2.5.7]
2.42
qualité
aptitude d’un ensemble de caractéristiques intrinsèques à satisfaire des exigences
Note 1 à l’article: Le terme «qualité» peut être utilisé avec des qualificatifs tels que médiocre, bon ou excellent.
Note 2 à l’article: «Intrinsèque», par opposition à «attribué», signifie présent dans quelque chose, notamment en
tant que caractéristique permanente.
[SOURCE: ISO 9000, 3.1.1]
8 © ISO 2014 – Tous droits réservés
2.43
question de référence
échange avec un usager, pour répondre à une question qui implique, pour le personnel de la bibliothèque,
de connaître et d’utiliser une ou plusieurs sources d’information (telles que des documents imprimés et
non imprimés, des bases de données lisibles par machine, les catalogues de la bibliothèque et d’autres
établissements)
Note 1 à l’article: Adapté de l’ANSI/NISO Z39.7-2004.
Note 2 à l’article: Cela peut également impliquer des recommandations, une interprétation ou des indications
relatives à l’utilisation de ces sources.
Note 3 à l’article: Une question de référence peut renvoyer à plusieurs problématiques.
Note 4 à l’article: La question peut être adressée de vive voix, par téléphone, par courrier, par télécopie ou par voie
électronique (messagerie électronique, site de la bibliothèque ou tout autre moyen de communication en réseau).
Note 5 à l’article: Il est essentiel que les bibliothèques ne comptabilisent pas les demandes d’information
(demandes d’orientation et questions administratives) visant à trouver un agent de la bibliothèque ou à repérer
des équipements, de même que celles concernant les horaires d’ouverture ou le fonctionnement des équipements
(imprimantes ou ordinateurs par exemple).
[SOURCE: ISO 2789:2013, 2.2.26]
2.44
usager inscrit
personne physique ou morale inscrite dans une bibliothèque pour utiliser ses collections et/ou ses
services à l’intérieur ou à l’extérieur des locaux
Note 1 à l’article: Les usagers peuvent être inscrits soit à leur demande, soit automatiquement lors de leur
inscription à l’institution de rattachement de la bibliothèque.
Note 2 à l’article: Il convient de contrôler l’inscription à intervalles réguliers, au minimum tous les trois ans, de
sorte que les usagers inactifs puissent être éliminés du registre.
[SOURCE: ISO 2789:2013, 2.2.28]
2.45
accès rejeté
turnaway
requête infructueuse d’un service en ligne sous licence fourni par la bibliothèque lorsque le nombre de
requêtes dépasse le nombre autorisé d’utilisateurs simultanés
Note 1 à l’article: Les rejets dus à des mots de passe erronés sont exclus.
[SOURCE: ISO 2789:2013, 2.2.29]
2.46
fiabilité
point auquel une mesure produit le même résultat de manière répétée et constante
2.47
subvention spéciale
financement non récurrent qui contribue totalement ou partiellement à la réalisation d’un projet
[SOURCE: ISO 2789:2013, 2.6.4]
2.48
formation du personnel
formation préprogrammée formelle qui peut être organisée à l’intérieur ou à l’extérieur de la bibliothèque
et dispensée par le personnel de la bibliothèque ou par des experts extérieurs
Note 1 à l’article: La formation non programmée, par exemple la formation sur le lieu d’utilisation, est exclue.
[SOURCE: ISO 2789:2013, 2.7.6]
2.49
population cible
groupes d’usagers effectifs ou potentiels faisant l’objet, pour une bibliothèque donnée, d’un service
particulier ou constituant les destinataires principaux de documents particuliers
2.50
titre
mot ou groupe de mots figurant en tête d’un document, qui identifie celui-ci et qui le distingue
généralement des autres documents
Note 1 à l’article: Dans un but de comptage, un «titre» désigne un document formant un tout distinct sous un titre
particulier, qu’il soit édité en une ou plusieurs unités matérielles, et quel que soit le nombre d’exemplaires offerts
par la bibliothèque.
[SOURCE: ISO 5127, 4.2.1.4.01]
2.51
usager
bénéficiaire des services de la bibliothèque
Note 1 à l’article: Le bénéficiaire peut être une personne physique ou morale, y compris des bibliothèques.
Note 2 à l’article: Les services de la bibliothèque comprennent les services électroniques, les services matériels et
les entrées à la bibliothèque.
2.52
place de consultation
place offerte aux usagers pour la lecture ou l’étude, avec ou sans place assise ou équipement
Note 1 à l’article: Sont comprises les places dans les carrels, salles de réunion et d’étude et secteurs audiovisuel
et enfance de la bibliothèque, ainsi que dans les salons et espaces réservés aux groupes dans lesquels les usagers
peuvent s’asseoir de façon moins formelle, etc.
Note 2 à l’article: Sont exclus les sièges dans les halls d’entrée, les auditoriums et les salles de conférence prévus pour
des manifestations spécifiques. Sont également exclus les espaces au sol et coussins où les usagers peuvent s’asseoir.
[SOURCE: ISO 2789:2013, 2.4.11]
2.53
espace de services au public
partie de la bibliothèque qui est accessible aux usagers
Note 1 à l’article: Cela comprend les espaces de lecture, d’étude et de fourniture d’informations, ainsi que les
espaces consacrés à tous les autres services offerts aux usagers, de même que les espaces de rayonnages en libre-
accès faisant partie intégrante des espaces de services au public, les centres multimédias, les postes de travail des
agents opérant dans ces espaces et les espaces d’exposition.
[SOURCE: ISO/TR 11219, 2.100]
2.54
formation des usagers
plan de formation mis en place selon un programme spécifique et qui a pour but de développer l’utilisation
des services de la bibliothèque
Note 1 à l’article: La formation des usagers peut être proposée sous forme d’une visite de la bibliothèque, de cours
sur la bibliothèque ou comme service sur l’internet à destination des usagers.
Note 2 à l’article: La durée des formations ne doit pas être prise en compte.
[SOURCE: ISO 2789:2013, 2.2.37]
10 © ISO 2014 – Tous droits réservés
2.55
validité
point auquel un indicateur mesure véritablement ce qu’il est censé mesurer
2.56
visite virtuelle
cycle continu de recherche par un usager sur le site de la bibliothèque depuis l’extérieur de l’espace
d’adresse IP de la bibliothèque (généralement depuis l’extérieur de la bibliothèque) quel que soit le
nombre de pages ou d’informations consultées
Note 1 à l’article: Une visite virtuelle débute généralement lorsqu’un usager accède au site de la bibliothèque après
avoir visité une page externe et se termine si aucune activité n’a été enregistrée pendant une période définie (la
durée maximale recommandée est de 30 min). Dans le cas d’un intervalle supérieur, il s’agit d’une nouvelle visite.
Note 2 à l’article: Il convient qu’un visiteur virtuel soit identifié au moins par un témoin de connexion unique et/ou
par une combinaison unique de l’adresse IP de l’usager et la chaîne du navigateur (agent de l’usager). Il convient
d’exclure les robots d’indexation et les méta-moteurs de recherche connus.
[SOURCE: ISO 2789:2013, 2.2.39, modifié].
2.57
entrée
action pour un usager de pénétrer dans les locaux de la bibliothèque
[SOURCE: ISO 2789:2013, 2.2.40]
3 Critères et cadre descriptif
3.1 Généralités
3.1.1 Les indicateurs de performance de bibliothèques sont destinés, en premier lieu, à servir d’outils
d’évaluation de la qualité et de l’efficacité des services, ressources et autres activités offertes par une
bibliothèque, et en second lieu, à évaluer l’efficience des ressources affectées par la bibliothèque à ces
services et autres activités.
3.1.2 L’Annexe B de la présente Norme internationale présente un ensemble d’indicateurs de
performance qui ont été testés de manière exhaustive dans les bibliothèques du fait de leur usage courant,
ou qui ont été testés concrètement par des chercheurs, puis documentés dans la littérature. Certaines
descriptions d’indicateurs intègrent des modifications qui découlent de la pratique ou de la nécessité de
conférer à ceux-ci une portée plus générale.
3.1.3 Tous les indicateurs de performance répertoriés dans l’Annexe B remplissent les critères présentés
en 3.2 et sont définis d’après le cadre descriptif présenté en 3.3. Les indicateurs de performance qui
seront ajoutés aux révisions de la présente Norme internationale devront remplir ces mêmes critères et
être conformes à ce même cadre.
3.1.4 Des indicateurs de performance nouveaux ou différents peuvent être mis au point afin de couvrir
d’autres activités et services ou de remplir une fonction particulière. Il est recommandé de les évaluer et
de les décrire conformément aux paragraphes 3.2 et 3.3 (voir aussi Article 4).
NOTE On a bien pris soin de décrire les indicateurs individuellement et indépendamment les uns des autres.
Cela n’implique pas qu’il convienne de les employer de manière isolée. Lors du recueil de données, il sera, dans de
nombreux cas, possible et commode de recueillir simultanément des données pour deux indicateurs ou plus.
3.1.5 Alors que les statistiques de bibliothèques sont habituellement recueillies sur l’ensemble de la
période de référence, cela n’est pas possible pour tous les services de la bibliothèque, par exemple la
consultation sur place ou les questions de référence. C’est pourquoi la présente Norme internationale
prévoit de recourir aux méthodes d’échantillonnage, lorsque les données ne peuvent être recueillies
automatiquement ou que le recueil des données sur l’ensemble de la période de référence nécessiterait
trop de temps. Il convient de consulter des manuels de méthode statistique pour calculer l’effectif
d’échantillon adéquat.
3.2 Critères
3.2.1 Pour être conforme à la présente Norme internationale, un indicateur de performance de
bibliothèque doit être soigneusement testé, validé et (de préférence) documenté dans la littérature. Les
indicateurs de performance couramment employés dans les bibliothèques peuvent être acceptés même
s’ils n’ont pas été documentés de manière explicite.
3.2.2 Il convient d’utiliser les critères ci-dessous pour tester un indicateur de performance.
a) Contenu informatif – Il convient que l’indicateur soit informatif en tant qu’outil destiné à mesurer
une activité, reconnaître les réussites, et identifier les problèmes et les points faibles affectant
la performance de la bibliothèque afin que des mesures puissent être prises pour y remédier. Il
convient qu’il donne des informations pour la prise de décision, par exemple l’établissement
d’objectifs généraux, l’engagement de dépenses, le classement des services et activités par ordre de
priorité, etc.
b) Fiabilité – Un indicateur de performance doit être fiable, c’est-à-dire qu’il doit produire
systématiquement les mêmes résultats lorsqu’il est employé de manière
...
ISO 11620:2014은 정보 및 문서 분야에서 도서관 성과 지표에 관한 표준으로, 전 세계 모든 유형의 도서관에 적용 가능하다는 점에서 그 범위가 광범위합니다. 하지만 모든 성과 지표가 모든 도서관에 적용될 수는 없으며, 각 지표의 적용 한계는 설명서에 상세히 기재되어 있습니다. 이러한 명확한 범위 설정은 도서관 성과 평가에서 중요한 기준이 됩니다. 이 표준의 강점은 공인된 측정 방법론을 제공한다는 점입니다. ISO 11620:2014는 다양한 도서관 서비스 성과를 측정하기 위해 테스트된 신뢰할 수 있는 접근 방식을 공개적으로 제시하고 있어, 도서관 운영자들이 성과를 정확하게 분석하고 비교할 수 있도록 지원합니다. 이는 도서관의 성과를 특히 시간 경과에 따라 비교할 때 매우 유용합니다. 또한, 다른 도서관과의 비교도 가능하지만, 이를 진행할 때 각 도서관의 특성과 구성 차이를 반영해야 하며, 지표의 의미와 한계를 충분히 이해하고 데이터를 신중하게 해석하는 것이 필수적입니다. ISO 11620:2014의 관련성은 도서관 서비스의 질을 높이고, 다양한 도서관 운영 및 관리의 투명성을 확보하는 데 기여한다는 점에서도 크게 드러납니다. 이 표준을 통해 도서관들은 성과 지표를 기반으로 한 체계적인 개선 작업을 추진할 수 있으며, 이는 도서관 이용자들에게 보다 나은 서비스를 제공하는 데 직결될 것입니다.
La norme ISO 11620:2014, intitulée "Information et documentation - Indicateurs de performance des bibliothèques", s'applique à tous les types de bibliothèques, quel que soit leur pays. Cela témoigne de sa portée globale et de son adaptabilité. Il est important de noter que tous les indicateurs de performance ne sont pas pertinents pour toutes les bibliothèques, ce qui est clairement stipulé dans la clause de portée de chaque indicateur. Cette précision souligne la flexibilité de la norme tout en préservant la qualité des comparaisons. Une des forces majeures de la norme ISO 11620:2014 réside dans son approche méthodologique. Elle propose des méthodes acceptées et éprouvées qui sont accessibles au public, évitant ainsi les biais d'évaluation souvent présents dans les méthodes propriétaires. Cela garantit une transparence dans la mesure de la performance des services de bibliothèque et permet une mise en œuvre plus large de ces indicateurs. La pertinence de la norme est renforcée par sa capacité à faciliter les comparaisons dans le temps au sein d'une même bibliothèque. De plus, bien que des comparaisons entre différentes bibliothèques soient possibles, elles doivent être réalisées avec prudence, en tenant compte des différences spécifiques aux bibliothèques et de leurs attributs. Cela témoigne d'une conscience aiguë des limites et des interprétations des données, afin de garantir que les conclusions tirées soient fondées sur des bases solides. En résumé, ISO 11620:2014 se distingue par sa portée universelle, sa méthodologie rigoureuse et sa pertinence pour l'évaluation de la performance des bibliothèques. C'est un outil essentiel pour les bibliothèques cherchant à optimiser leurs services et à se positionner de manière efficace dans le paysage de l'information et de la documentation.
ISO 11620:2014, titled "Information and documentation - Library performance indicators," presents a comprehensive framework designed to evaluate library performance across various types of libraries globally. The scope of this standard is notably expansive, as it is applicable to all libraries regardless of their geographical location or the specific services they offer. However, the document wisely acknowledges that not all performance indicators will be universally applicable to every library, providing a detailed list of limitations for individual indicators to guide libraries in their assessments. One of the strengths of ISO 11620:2014 is its emphasis on accepted and tested methodologies for measuring library service performance. By offering publicly accessible methods, the standard ensures transparency and accountability in performance measurement, which enhances the credibility of the findings. This aspect is essential for libraries aiming to demonstrate their value and impact to stakeholders. The standard allows for longitudinal comparisons within the same library, thereby providing insights into trends and improvements over time. While it permits comparisons across different libraries, it does so with a clear caveat: libraries must consider the unique characteristics of their constituencies and attributes. This cautious approach to comparative analysis not only aids in accurate interpretation of data but also promotes a nuanced understanding of library performance. ISO 11620:2014 stands out as a relevant and adaptable resource for libraries striving to enhance their service delivery. Its focus on performance indicators aligns with the evolving demands of library science, where data-driven decision-making is becoming increasingly vital. The standard equips libraries with the tools necessary to evaluate their effectiveness and engage meaningfully with their communities, ensuring they remain relevant in an ever-changing information landscape.
La norme ISO 11620:2014, intitulée "Information et documentation - Indicateurs de performance des bibliothèques", joue un rôle fondamental dans l'évaluation des performances des bibliothèques, quel que soit leur type ou leur localisation géographique. Son champ d'application comprend une variété d'indicateurs de performance qui, bien que non universels, permettent une analyse pertinent des services offerts par les bibliothèques. Un des principaux atouts de cette norme réside dans le fait qu'elle fournit des méthodologies acceptées, testées et accessibles au public pour évaluer la performance des services de bibliothèque. Ces approches non-propriétaires garantissent une transparence accrue dans le processus d'évaluation, ce qui est essentiel pour la crédibilité des comparaisons des performances. En effet, les indicateurs de performance établis permettent des comparaisons dans le temps pour une même bibliothèque, ce qui aide à suivre l'évolution et l'amélioration des services. Cependant, la norme alerte également sur les limitations d'applicabilité de certains indicateurs, ce qui témoigne d'une rigueur nécessaire dans l'interprétation des résultats. Les utilisateurs doivent être conscients que les comparaisons entre bibliothèques doivent se faire avec précaution, tenant compte des différences contextuelles et des attributs propres à chaque bibliothèque. En soulignant l'importance d'une bonne compréhension des indicateurs et de leurs limites, ISO 11620:2014 contribue à une utilisation méthodique et réfléchie des données collectées. En somme, la norme ISO 11620:2014 est non seulement pertinente, mais elle constitue également un outil indispensable pour les bibliothécaires et les gestionnaires désirant optimiser les services de leur bibliothèque. Elle favorise une évaluation rigoureuse basée sur des indicateurs fiables, tout en encourageant un échange d'informations constructif entre les différents établissements.
ISO 11620:2014は、図書館のパフォーマンス指標に関する国際規格であり、全ての国の様々なタイプの図書館に適用可能であることが特徴です。この標準の範囲は広く、図書館サービスのパフォーマンスを測定するための可Accepted、検証済み、公開可能な（非専有的）方法論とアプローチを提供しています。その為、図書館業界全体での利用が促進されるため、図書館の運営改善に寄与することが期待されます。 ISO 11620:2014の強みは、情報と文書の管理における透明性を持たせ、図書館が自らのパフォーマンスを評価し、改善するための基準を明確に提供する点です。この標準に基づくパフォーマンス指標は、同一の図書館内での時間的比較を可能にするだけでなく、慎重に実施される限り、図書館間の比較も促進します。ただし、図書館間の比較を行う際には、各図書館の利用者層や属性の違いを理解し、使用される指標の限界を考慮する必要があります。 さらに、ISO 11620:2014は、図書館サービスのパフォーマンスを測定することに特化した方法論を提供しているため、図書館の利用状況やサービスの質を向上させるための貴重なツールとなります。このように、ISO 11620:2014は、図書館におけるパフォーマンス管理の重要性を強調し、図書館自体の発展に寄与する内容となっています。
ISO 11620:2014, titled "Information and documentation - Library performance indicators," serves as a crucial standard for libraries worldwide, encompassing a broad spectrum of performance indicators that can be adapted to various library types. This standard’s primary strength lies in its comprehensive framework, enabling libraries to evaluate their performance through accepted and tested methodologies. These methodologies provide libraries with non-proprietary tools that ensure transparency and accessibility, crucial for ongoing improvement and accountability. The scope of ISO 11620:2014 is notably significant, as it is applicable to all types of libraries in all countries, accommodating the unique challenges and characteristics of different library environments. However, the standard judiciously acknowledges that not all performance indicators are universally applicable. By explicitly outlining the limitations of individual indicators, the standard enhances its relevance and utility, allowing libraries to make more informed decisions based on their specific circumstances. Strengthening its applicability, ISO 11620:2014 emphasizes the importance of time-based comparisons within the same library, thereby fostering a culture of continuous assessment and growth. Furthermore, while it allows for comparisons between different libraries, it appropriately cautions users to consider the contextual differences in library demographics and attributes, which is crucial for the valid interpretation of performance data. The standard's focus on library service performance is particularly relevant in today's environment, where the push for data-driven decision-making is strong. It equips library professionals with the tools necessary to gauge operational efficiency and effectiveness, ultimately contributing to improved service delivery and patron satisfaction. By standardizing the indicators used to evaluate library performance, ISO 11620:2014 not only enhances the internal operations of libraries but also facilitates benchmarking against peers, providing a valuable basis for strategic planning and policy development. In summary, ISO 11620:2014 stands out as a vital resource for libraries aiming to improve their services through well-defined performance indicators. Its strengths in flexibility, transparency, and contextual relevance render it an essential standard within the framework of library performance evaluation.
Die Norm ISO 11620:2014 ist ein entscheidendes Dokument, das umfassende Informationen und Methoden zur Bewertung der Leistungen von Bibliotheken bereitstellt. Diese Norm ist auf alle Arten von Bibliotheken in jedem Land anwendbar, wobei sie einen breiten Anwendungsbereich abdeckt. Ihre Stärken liegen in der systematischen Bereitstellung von Leistungsindikatoren, die auf erprobten, akzeptierten und öffentlich zugänglichen Methoden basieren. Ein zentraler Aspekt dieser Norm ist das Maß an Flexibilität, das den Bibliotheken gewährt wird. Obwohl nicht alle Leistungsindikatoren für jede Bibliothek geeignet sind, bietet ISO 11620:2014 klare Richtlinien und Einschränkungen in Bezug auf die Anwendbarkeit einzelner Indikatoren. Diese Differenzierung ermöglicht es Bibliotheken, spezifische Leistungsmetriken auszuwählen, die am besten zu ihrem Kontext und ihren Bedürfnissen passen. Darüber hinaus eignet sich die Norm hervorragend für zeitliche Vergleiche innerhalb gleicher Bibliotheken, was es ermöglicht, Fortschritte und Trends im Service zu beobachten. Während auch Vergleiche zwischen verschiedenen Bibliotheken möglich sind, betont die Norm die Notwendigkeit einer vorsichtigen Herangehensweise. Es wird empfohlen, mögliche Unterschiede in den Zielgruppen und Bibliotheksmerkmalen zu berücksichtigen, um die gesammelten Daten angemessen zu interpretieren. Diese Betonung auf einem fundierten Verständnis der verwendeten Indikatoren sowie der damit verbundenen Limitierungen verstärkt die Relevanz von ISO 11620:2014 in der professionellen Bibliotheksgemeinschaft. Insgesamt stellt die Norm ISO 11620:2014 eine wertvolle Ressource dar, die Bibliotheken dabei unterstützt, ihre Dienstleistungen zu bewerten und zu verbessern. Die Norm fördert nicht nur Transparenz und Verantwortlichkeit, sondern trägt auch zur kontinuierlichen Entwicklung und Professionalisierung im bibliothekarischen Bereich bei.
ISO 11620:2014는 모든 국가의 모든 유형의 도서관에 적용 가능한 표준으로, 도서관 성과 지표를 다룹니다. 이 표준의 범위는 각 성과 지표의 적용 가능성을 명시하며, 개별 성과 지표가 모든 도서관에 적용되지 않는 점에 주목해야 합니다. 성과 지표는 동일 도서관 내에서 시간에 따라 비교할 수 있도록 설계되었으며, 다른 도서관 간의 비교는 주의가 필요합니다. 이 표준의 강점은, 특히 도서관의 특성과 이용자 집단의 차이를 고려하면서 각 성과 지표의 한계를 잘 이해하고, 데이터를 신중하게 해석함으로써 이루어집니다. ISO 11620:2014는 신뢰할 수 있는, 검증된 그리고 공개적으로 접근 가능한 비독점적 방법론을 제공합니다. 이러한 방법론은 도서관 서비스 성과를 측정하는 다양한 접근 방식을 포함하며, 도서관 관리 및 연구자들에게 중요한 참고 자료가 됩니다. 이러한 성과 지표는 도서관의 운영 효율성을 개선하고, 사용자 만족도를 높이는 데 기여하며, 도서관의 전략적 의사결정에 필요한 데이터를 제공합니다. 이러한 측면에서 ISO 11620:2014는 도서관의 지속 가능한 발전을 위한 필수적인 도구로 자리 잡고 있습니다.
Die ISO 11620:2014 ist ein bedeutendes Dokument im Bereich der Information und Dokumentation, das speziell auf die Leistungsindikatoren von Bibliotheken ausgerichtet ist. Der Anwendungsbereich dieser Norm umfasst alle Arten von Bibliotheken weltweit und bietet somit eine breit gefächerte Relevanz. Ein zentrales Augenmerk liegt darauf, dass nicht alle Leistungsindikatoren für jede Bibliothek gelten, was die Norm anpassungsfähig und spezifisch macht. Diese Klarstellung über die Anwendbarkeit einzelner Indikatoren ermöglicht es Bibliotheken, gezielt die für sie relevanten Kennzahlen zu identifizieren und zu nutzen. Eine der größten Stärken der ISO 11620:2014 liegt in den anerkannten, getesteten und öffentlich zugänglichen Methoden zur Messung der Leistungsfähigkeit von Bibliotheksdiensten. Dies fördert nicht nur die Transparenz, sondern auch das Vertrauen von Stakeholdern in die erhobenen Daten. Die Norm ermöglicht es Bibliotheken, ihre Leistung über Zeit zu vergleichen, was eine wichtige Grundlage für die kontinuierliche Verbesserung und Anpassung der angebotenen Dienste darstellt. Darüber hinaus erlaubt die ISO 11620:2014 vorsichtige Vergleiche zwischen Bibliotheken. Diese Vergleiche sind zwar hilfreich, erfordern jedoch ein gründliches Verständnis der jeweiligen Bibliothekskontexte sowie der angewandten Indikatoren und deren Einschränkungen. Dies fördert eine fundierte Interpretation der Daten und unterstützt Bibliotheken dabei, strategische Entscheidungen auf Basis objektiver Leistungsmetriken zu treffen. Insgesamt ist die ISO 11620:2014 ein unverzichtbares Werkzeug, das Bibliotheken hilft, ihre Leistungen zu bewerten und zu verbessern. Die Norm gewährleistet, dass die verwendeten Indikatoren nicht nur relevant, sondern auch international akzeptiert sind, was die Zusammenarbeit und den Austausch zwischen Bibliotheken auf globaler Ebene fördert.
ISO 11620:2014は、図書館のパフォーマンス指標に関する標準であり、全ての国のあらゆる種類の図書館に適用可能です。この標準の強みは、図書館のサービスパフォーマンスを測定するための受け入れられた、検証済みかつ公開されている（非独占的な）方法論とアプローチを提供している点です。これにより、図書館は、自館内での時間の経過に伴うパフォーマンスの比較を行うことができます。 標準の適用範囲は、各パフォーマンス指標の説明の範囲条項において個々の指標の適用制限が明確に示されているため、図書館は自らの特性に応じた適切な指標を選択することが可能です。また、異なる図書館間での比較についても言及されていますが、これは注意深く行う必要があります。図書館間の比較には、各図書館の構成や特性の違いを考慮し、使われる指標、比較の制限、データの解釈を良く理解することが求められます。 ISO 11620:2014は、図書館のパフォーマンス評価における実用的かつ効果的なフレームワークを提供しており、図書館ユーザーや行政機関にとって、その情報に基づく意思決定を支援することの重要性が増しています。この標準により、図書館はサービスの質を向上させ、利用者のニーズに応えるための貴重な情報を得ることができます。
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