ISO 11620:2008
(Main)Information and documentation - Library performance indicators
Information and documentation - Library performance indicators
ISO 11620:2008 specifies the requirements of a performance indicator for libraries and establishes a set of performance indicators to be used by libraries of all types. It also provides guidance on how to implement performance indicators in libraries where such performance indicators are not already in use. The list and descriptions of the performance indicators are also summarized. ISO 11620:2008 provides a standardized terminology and concise definitions of the performance indicators. Furthermore, ISO 11620:2008 contains concise descriptions of the performance indicators and of the collection and the analysis of data needed. ISO 11620:2008 is applicable to all types of libraries in all countries. However, not all performance indicators are applicable to all libraries. Limitations on the applicability of individual performance indicators are also listed for each performance indicator. ISO 11620:2008 does not specify performance indicators for all services, activities, and uses of the resources of the library, either because such performance indicators had not been proposed and tested at the time of formulation of ISO 11620:2008, or because they did not fulfil the criteria specified.
Information et documentation — Indicateurs de performance des bibliothèques
L'ISO 11620:2008 définit les spécifications d'un indicateur de performance des bibliothèques et établit une série d'indicateurs destinés à être employés par tous types de bibliothèques. Elle donne aussi des conseils sur la manière d'utiliser des indicateurs de performance là où ils ne sont pas encore en usage. La liste des indicateurs de performance est également résumée. L'ISO 11620:2008 offre une terminologie normalisée et une définition concise des indicateurs de performance. De plus, elle décrit précisément les modalités d'élaboration de ces indicateurs ainsi que les processus de collecte et d'analyse des données requises. L'ISO 11620:2008 s'applique à tous les types de bibliothèques dans tous les pays. Cependant tous les indicateurs de performance ne s'appliquent pas à toutes les bibliothèques. Les restrictions apportées à l'application d'indicateurs de performance particuliers sont énumérées pour chaque indicateur de performance. L'ISO 11620:2008 ne spécifie pas certains services, activités et utilisations des ressources de la bibliothèque ne font pas actuellement l'objet d'indicateurs de performance soit parce qu'aucun n'a été proposé et testé au moment de la rédaction de l'ISO 11620:2008, soit parce qu'aucun ne remplit les critères retenus.
Informatika in dokumentacija - Kazalci uspešnosti knjižnic
Ta mednarodni standard določa zahteve za kazalce uspešnosti knjižnic ter vzpostavlja nabor kazalcev uspešnosti, ki se uporabljajo v vseh vrstah knjižnic. Prav tako zagotavlja napotke, kako kazalce uspešnosti uvesti v knjižnicah, kjer ti kazalci še niso v uporabi. Seznam kazalcev uspešnosti je zbran v dodatku A, podrobnosti o uporabi kazalcev uspešnosti pa so podane v dodatku B. Ta mednarodni standard zagotavlja standardizirano izrazje in koncizne definicije kazalcev uspešnosti. Poleg tega ta mednarodni standard vsebuje jedrnat opis kazalcev uspešnosti ter opise zbiranja in analiziranja potrebnih podatkov. Ta mednarodni standard je uporaben za vse vrste knjižnic v vseh državah, vendar pa ni mogoče vseh kazalcev uspešnosti uporabiti v vseh knjižnicah. Omejitve uporabe posameznih kazalcev uspešnosti so za vsak kazalec uspešnosti posebej navedene v dodatku B. Ta mednarodni standard ne določa kazalcev uspešnosti za vse storitve, aktivnosti in uporabo virov knjižnice, bodisi zato, ker taki kazalci uspešnosti niso bili predlagani in preskušeni v času oblikovanja tega mednarodnega standarda, bodisi zato, ker ne izpolnjujejo določenih meril (glej točko 4.2).
General Information
Relations
Frequently Asked Questions
ISO 11620:2008 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 11620:2008 specifies the requirements of a performance indicator for libraries and establishes a set of performance indicators to be used by libraries of all types. It also provides guidance on how to implement performance indicators in libraries where such performance indicators are not already in use. The list and descriptions of the performance indicators are also summarized. ISO 11620:2008 provides a standardized terminology and concise definitions of the performance indicators. Furthermore, ISO 11620:2008 contains concise descriptions of the performance indicators and of the collection and the analysis of data needed. ISO 11620:2008 is applicable to all types of libraries in all countries. However, not all performance indicators are applicable to all libraries. Limitations on the applicability of individual performance indicators are also listed for each performance indicator. ISO 11620:2008 does not specify performance indicators for all services, activities, and uses of the resources of the library, either because such performance indicators had not been proposed and tested at the time of formulation of ISO 11620:2008, or because they did not fulfil the criteria specified.
ISO 11620:2008 specifies the requirements of a performance indicator for libraries and establishes a set of performance indicators to be used by libraries of all types. It also provides guidance on how to implement performance indicators in libraries where such performance indicators are not already in use. The list and descriptions of the performance indicators are also summarized. ISO 11620:2008 provides a standardized terminology and concise definitions of the performance indicators. Furthermore, ISO 11620:2008 contains concise descriptions of the performance indicators and of the collection and the analysis of data needed. ISO 11620:2008 is applicable to all types of libraries in all countries. However, not all performance indicators are applicable to all libraries. Limitations on the applicability of individual performance indicators are also listed for each performance indicator. ISO 11620:2008 does not specify performance indicators for all services, activities, and uses of the resources of the library, either because such performance indicators had not been proposed and tested at the time of formulation of ISO 11620:2008, or because they did not fulfil the criteria specified.
ISO 11620:2008 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 11620:2008 has the following relationships with other standards: It is inter standard links to ISO 21180:2013, ISO 11620:2014, ISO/TR 20983:2003, ISO 11620:1998/Amd 1:2003, ISO 11620:1998. Understanding these relationships helps ensure you are using the most current and applicable version of the standard.
You can purchase ISO 11620:2008 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)
INTERNATIONAL ISO
STANDARD 11620
Second edition
2008-08-15
Information and documentation — Library
performance indicators
Information et documentation — Indicateurs de performance des
bibliothèques
Reference number
©
ISO 2008
PDF disclaimer
This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but
shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In
downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat
accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.
Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation
parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In
the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.
© ISO 2008
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing 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 2008 – All rights reserved
Contents Page
Foreword. iv
Introduction . v
1 Scope . 1
2 Terms and definitions. 1
3 Notation . 8
4 Criteria and descriptive framework. 8
4.1 General. 8
4.2 Criteria . 9
4.3 Descriptive framework . 9
4.3.1 General. 9
4.3.2 Balanced Scorecard Approach . 9
4.3.3 Description of performance indicators. 10
5 Uses of performance indicators. 12
5.1 General considerations. 12
5.2 Selection of performance indicators . 12
5.3 Limitations. 13
5.3.1 Optimizing scores on performance indicators . 13
5.3.2 Degree of accuracy. 13
5.3.3 User skills versus library performance . 13
5.3.4 Linking resources to services . 14
5.3.5 Comparability of performance indicator data. 14
Annex A (normative) List of performance indicators for libraries . 15
Annex B (normative) List of descriptions of performance indicators . 19
Bibliography . 85
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.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
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.
ISO 11620 was prepared by Technical Committee ISO/TC 46, Information and documentation, Subcommittee
SC 8, Quality — Statistics and performance evaluation.
This second edition cancels and replaces the first edition (ISO 11620:1998), its Amendment 1
(ISO 11620:1998/Amd.1:2003) and ISO/TR 20983:2003, which have been technically revised. The revision
incorporates performance indicators for electronic and traditional library services and resources into a single
document, and includes technical updates to performance indicators of electronic and traditional library
services and resources.
iv © ISO 2008 – 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 in libraries
and to spread knowledge about how to conduct performance measurement.
This international library community has expressed its commitment to the development of an International
Standard for library performance indicators. By the establishment of this International Standard, the use of
performance indicators can be advanced and libraries in developing and developed countries will benefit from
the knowledge and skills associated with formal planning procedures and data collection processes.
The quality of library services is related to the broader topic of quality management and quality assurance.
This International Standard acknowledges and supports the standards prepared by ISO/TC 176.
Every performance 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 performance indicators.
The performance indicators included in this International Standard are either in widespread use or well
documented in the literature. Some of the descriptions of performance indicators incorporate modifications of
performance indicators described elsewhere: these reflect 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 performance indicators. These include outcome and
impact measures for libraries. Electronic services will continue to develop and evolve, and such evolution will
require monitoring as related to the performance indicators in this International Standard. The library and
information community is encouraged to establish mechanisms and to give a high priority to developing
relevant performance indicators for existing and emerging library services and resources.
This International Standard does not include performance indicators for the evaluation of the outcomes of
library services either on individuals, the communities that libraries serve, or on society at this time. This is an
evolving area of performance measurement for libraries. This International Standard will be maintained and
developments monitored. Additional performance indicators will be incorporated as they are tested and
validated.
Performance indicators may be used for comparison over time within the same library. Comparisons between
libraries may also be made, but only with caution. Between library comparisons will need to take into account
any differences in the constituencies of the libraries, with good understanding of the performance indicators
used, and careful interpretation of the data (see 5.3.5).
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. It is advisable that results from the use of performance indicators listed in this International
Standard be interpreted with regard to these factors.
The performance indicators included in this International Standard do not reflect all possible measures or
evaluation techniques. The International Standard offers accepted, tested, and publicly accessible
methodologies and approaches to measuring a range of library service performance.
This International Standard is not intended to exclude the use of performance indicators that have not been
specified within it (see Clause 5).
More detailed information concerning methodology and analysis in establishing performance indicators in
libraries can be found in References [1] to [30] listed in the Bibliography.
A group operating under the auspices of ISO/TC 46/SC 8 is responsible for maintaining this International
Standard. Newly developed performance indicators are vetted by an appointed group of experts and
descriptions are published as amendments to this International Standard as rapidly as possible after ballot
submitted to the national committees.
vi © ISO 2008 – All rights reserved
INTERNATIONAL STANDARD ISO 11620:2008(E)
Information and documentation — Library performance
indicators
1 Scope
This International Standard specifies the requirements of a performance indicator for libraries and establishes
a set of performance indicators to be used by libraries of all types. It also provides guidance on how to
implement performance indicators in libraries where such performance indicators are not already in use. The
list of performance indicators are summarized in Annex A and details given in Annex B.
This International Standard provides a standardized terminology and concise definitions of the performance
indicators. Furthermore, this International Standard contains concise descriptions of the performance
indicators and of the collection and the analysis of data needed.
This International Standard is applicable to all types of libraries in all countries. However, not all performance
indicators are applicable to all libraries. Limitations on the applicability of individual performance indicators are
listed for each performance indicator in Annex B.
This International Standard does not specify performance indicators for all services, activities, and uses of the
resources of the library, either because such performance indicators had 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).
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
accessibility
ease of reaching and using a service or facility
2.2
active borrower
registered user who has borrowed at least one item during the reporting period
2.3
active user
registered user who has visited or made use of library facilities or services during the reporting period
NOTE This may include the use of electronic library services.
2.4
appropriateness
suitability of any given performance indicator for evaluating a specific activity
2.5
availability
degree to which content, documents, facilities or services are actually provided by the library at the time
required by users
2.6
computer file
data or software program, e.g. computer game, language course and other application software that is
available on computer-readable disks, tapes or other storage media to users for loan or in-house use
NOTE Adapted from ANSI/NISO Z39.7:2004.
2.7
content downloaded
content unit that is successfully requested from a database, electronic serial or digital document
[ISO 2789:2006, definition 3.3.3]
2.8
content unit
computer-processed uniquely identifiable textual or audiovisual piece of published work that may be original or
a digest of other published work
NOTE 1 Adapted from item in COUNTER code of practice, Release 2:2004.
NOTE 2 Descriptive records are excluded.
NOTE 3 PDF, Postscript, HTML and other formats of the same content unit will be counted as separate items.
[ISO 2789:2006, definition 3.2.9]
2.9
database
collection of electronically stored descriptive records or content units (including facts, full texts, pictures, and
sound) with a common user interface and software for the retrieval and manipulation of the data
NOTE 1 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 Licensed databases are counted separately even if access to several licensed database products is effected
through the same interface.
NOTE 3 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 need to be
counted as serials or digital documents.
[ISO 2789:2006, definition 3.2.10]
2.10
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 A collection of descriptive records is usually published in the form of a database.
NOTE 2 The record can include elements such as title, author, subject, abstract, date of origin, etc.
[ISO 2789:2006, definition 3.2.11]
2.11
digital document
information unit with a defined content that has been digitized by the library or acquired in digital form as part
of the library collection
2 © ISO 2008 – All rights reserved
NOTE 1 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 Items incorporated in databases are covered by 2.9.
NOTE 3 A digital document can be structured into one or more files.
NOTE 4 A digital document consists of one or more content units.
[ISO 2789:2006, definition 3.2.12]
2.12
document
recorded information or material object, which can be treated as a unit in a documentation process
[ISO 5127:2001, definition 1.2.2]
NOTE Documents may differ in their physical form and characteristics.
2.13
download
successful request of a descriptive record or content unit, e.g. for displaying, printing, saving, or e-mailing
NOTE For web server logs, successful requests are those with specific return codes, as defined by NCSA (National
Center for Supercomputing Applications).
[ISO 2789:2006, definition 3.3.4]
2.14
effectiveness
measure of the degree to which given objectives are achieved
NOTE An activity is effective if it maximizes the results it was established to produce.
2.15
efficiency
measure of the utilization of resources to realize a given objective
NOTE An activity is efficient if it minimizes the use of resources, or produces better performance with the same
resources.
2.16
electronic book
eBook
digital document, licensed or not, where searchable text is prevalent, and which can be seen in analogy to a
print book (monograph)
NOTE 1 The use of eBooks is, in many cases, dependent on a dedicated device and/or a special reader or viewing
software.
NOTE 2 eBooks can be lent to users either on portable devices (eBook readers) or by transmitting the contents to the
user’s PC for a limited time period.
NOTE 3 Doctoral dissertations in electronic format are included.
NOTE 4 Documents digitized by the library are included.
[ISO 2789:2006, definition 3.2.15]
2.17
evaluation
process of estimating the effectiveness, efficiency, utility and relevance of a service or facility
2.18
external user
user of a library who does not belong to that library’s population to be served
[ISO 2789:2006, definition 3.3.8]
2.19
facilities
equipment, study places, etc., provided for library users
NOTE Includes photocopiers, online terminals, CD-ROM workstations, seats for reading and study carrels, but
excludes toilets, cafes and public telephones.
2.20
free internet resource
internet resource with unrestricted access
[ISO 2789:2006, definition 3.2.18]
2.21
full-time equivalent
FTE
measurement equal to one staff person working a full-time work schedule for one year
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 Not all libraries may use the same number of hours per year to determine an FTE. Thus, any comparative
measures between libraries may need to consider any differences in hours.
2.22
goal
desired state of affairs to be achieved by the implementation of agreed policies
2.23
performance indicator
expression (which may 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
2.24
library
organization, or part of an organization, the main aims of which are to build and maintain a collection and to
facilitate the use of such information resources and facilities as are required to meet the informational,
research, educational, cultural or recreational needs of its users
NOTE 1 These are the basic requirements for a library and do not exclude any additional resources and services
incidental to its main purpose.
NOTE 2 Where a library has more than one function (e.g. school library and public library), it generally either decides
what is its primary function or, in extreme cases, divides its functionality and report data accordingly.
[ISO 2789:2006, definition 3.1.5]
NOTE 3 This may include virtual and/or electronic libraries provided that they adhere to the primary definition of a
library.
4 © ISO 2008 – All rights reserved
2.25
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 The pages of a website are usually interconnected by the use of hypertext links.
NOTE 2 Excludes documents that fit the definitions of electronic collection and free internet resources that can be
linked from the library website.
NOTE 3 Excludes web services in the library’s domain that are operated on behalf of other organizations.
2.26
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 Loans include user-initiated renewals as well as registered loans within the library (on-site loans). Renewals
need to be counted separately.
NOTE 2 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 3 Loans of documents in physical form to distance users are included here.
NOTE 4 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.
[ISO 2789:2006, definition 3.3.14]
2.27
metadata
structured data about data, including data associated with either an information system or an information
object for purposes of description, administration, legal requirements, technical functionality, use and usage,
and preservation
NOTE Adapted from Dublin Core Metadata Initiative.
2.28
mission
statement approved by the authorities formulating the organization’s goals and its choices in services and
products development
2.29
objective
specific target for an activity to be attained as a contribution to achieving the goal of an organization
2.30
performance
effectiveness of the provision of services by the library and the efficiency of the allocation and use of
resources in providing services
2.31
performance indicator
numerical, symbolic or verbal expression, derived from library statistics and data used to characterize the
performance of a library
2.32
population to be served
number of individuals for whom the library is set up to provide its services and materials
NOTE 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.
2.33
quality
degree to which a set of inherent characteristics fulfils requirements
NOTE 1 The term “quality” can be used with adjectives such as poor, good or excellent.
NOTE 2 “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent characteristic.
[ISO 9000:2005, definition 3.1.1]
2.34
record downloaded
descriptive record that is successfully requested from a database or the online catalogue
[ISO 2789:2006, definition 3.3.19]
2.35
operating expenditure
ordinary expenditure
money spent on staff, and on resources which are used and replaced regularly, excluding capital expenditure
such as main capital items, new buildings, extensions or modifications to existing buildings and computer
equipment
NOTE Operating expenditure is calculated in various ways in different institutions, authorities and countries, and it
does not seem possible to prescribe only one way of doing it. Calculation will have to be done according to normal
practice in the context where this measure is applied. This also means that comparisons are only valid when calculations
are done according to the same principles. Operating expenditure normally includes: salaries and wages (including
employee benefits, social costs, etc.), costs of acquiring documents for the collection, administrative costs, maintenance of
buildings, collections, etc., rental costs or depreciation costs of buildings and equipment, and other operating expenses
(heating, lighting, electricity, etc.).Value-added taxes, sales and service taxes or other local taxes are normally included,
unless a performance indicator is used for international comparisons.
2.36
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 Users can be registered upon their request or automatically when enrolling in the institution.
[ISO 2789:2006, definition 3.3.20]
2.37
rejected session
turnaway
unsuccessful request of a database or the online catalogue by exceeding the simultaneous user limit
NOTE Request failure because of wrong passwords is excluded.
[ISO 2789:2006, definition 3.3.21]
2.38
reliability
degree to which a measure repeatedly and consistently produces the same result
6 © ISO 2008 – All rights reserved
2.39
session
successful request of a database or the online catalogue
NOTE 1 A session is one cycle of user activities that typically starts when a user connects to a database or the online
catalogue and ends with explicit (by leaving the database through log-out or exit) or implicit (timeout due to user inactivity)
termination of activities in the database. The average timeout period would be 30 min. If another time period is used, this
needs to be reported.
NOTE 2 Sessions on the library website are counted as virtual visits.
NOTE 3 Requests of a general entrance or gateway page needs to be excluded.
NOTE 4 If possible, requests by search engines need to be excluded.
[ISO 2789:2006, definition 3.3.25]
2.40
special grant
grant of a non-recurrent nature to fund (or partly fund) projects
[ISO 2789:2006, definition 3.5.4]
2.41
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
2.42
title
words at the head of a document thus identifying it and normally distinguishing it from others
[ISO 5127:2001, definition 4.2.1.4.1]
NOTE 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.
2.43
user
recipient of library services
NOTE The recipient can be a person or an institution, including libraries.
2.44
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 User training can be offered as a tour of the library, as library tuition, or as a web-based service for users.
NOTE 2 The duration of lessons is irrelevant.
[ISO 2789:2006, definition 3.3.28]
2.45
validity
degree to which a performance indicator actually measures what it is intended to measure
2.46
virtual visit
user’s request on the library website from outside the library premises, regardless of the number of pages or
elements viewed
NOTE 1 A website visitor is either a unique and identified web browser program or an identified IP address that has
accessed pages from the library’s website.
NOTE 2 The interval between two consecutive requests generally is no longer than a time-out period on 30 min if they
are to be counted as part of the same virtual visit. A longer interval initiates a new visit.
NOTE 3 Web servers providing services whose statistics are reported at another site are to be excluded from the
statistics of the library website.
[ISO 2789:2006, definition 3.3.29]
2.47
visit
person (individual) entering the library premises
[ISO 2789:2006, definition 3.3.30]
NOTE Includes both simple counts and ratios between counts as long as they are used to characterize the
performance of a library.
3 Notation
By convention, throughout the text, the names of performance indicators are printed with initial capitals for
significant words, e.g. Library Visits per Capita so as to distinguish the names of performance indicators from
supporting text.
4 Criteria and descriptive framework
4.1 General
4.1.1 The purpose of library performance indicators is
a) to function as tools to assess the quality and effectiveness of services, resources, and other activities
provided by a library, and
b) to assess the efficiency of resources allocated by the library to such services and other activities.
4.1.2 Annex B 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 performance indicators include modifications which reflect practical experience, or the
need to generalize the performance indicators for general application.
4.1.3 All performance indicators included in Annex B fulfil the criteria presented in 4.2 and are specified
according to the descriptive framework presented in 4.3. Performance indicators to be added in revisions of
this International Standard will have to fulfil the same criteria and follow the same descriptive framework.
4.1.4 New or alternative performance indicators may 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 4.2 and 4.3 (see also Clause 5).
NOTE Care has been taken to describe the performance indicators individually and independently of other
performance indicators. This need not imply that the performance indicators be used in isolation. When collecting data, it
will in many cases be possible and practical to collect data for two or more performance indicators at the same time, as is
shown in most manuals.
8 © ISO 2008 – All rights reserved
4.2 Criteria
4.2.1 In order to claim compliance 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 may be accepted although they have not been explicitly documented.
4.2.2 The following criteria should be used to test a performance indicator:
a) Informative content. The performance indicator has to 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.
for setting goals, budget allocation, prioritizing services and activities.
b) Reliability. A performance indicator has to be reliable in the sense that it consistently produces the same
result when used repeatedly under the same circumstances.
NOTE The fact that a performance indicator reflects the underlying variability of the data, such as seasonal
variations or fluctuations in loan activities does not in itself mean that the performance indicator is not reliable.
c) Validity. The performance indicator shall be valid in that it shall measure what it is intended to measure.
NOTE The fact that some performance indicators are indirect performance indicators or rough estimates does
not in itself mean that they are not valid.
d) Appropriateness. The performance 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, etc.
e) Practicality. The performance 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 performance 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 5.3.5).
NOTE 1 It is vital to ensure that the activities being measured are comparable.
NOTE 2 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.
4.3 Descriptive framework
4.3.1 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.
4.3.2 Balanced Scorecard Approach
The presentation of the performance indicators in this International Standard follows the Balanced Scorecard
Approach (see Reference [11]). This approach creates a performance indicator framework with four major
areas of measurement:
a) Resources, Access, and Infrastructure, which presents performance indicators that measure the
adequacy and availability of library resources and services (e.g. staff, titles, public access workstations);
b) Use, which presents performance indicators that measure the usage of library resources and services
(e.g. library materials loans, electronic resource downloads, and facilities use);
c) Efficiency, which presents performance indicators that measure resource and service efficiency (e.g.
costs per loan, electronic resource session or download; time required to acquire or process documents;
and correct answer fill rate);
d) Potentials & Development, which provides performance 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 expenditures on electronic resources and attendances at formal training lessons by staff).
This organization provides users of this standard with the ability to identify major areas for performance
measurement by content and type of performance indicator.
The performance indicators are further categorized along the five service/resource areas of collection, access,
facilities, staff and general.
4.3.3 Description of performance indicators
4.3.3.1 General
The description of each performance indicator shall be presented as outlined in 4.3.3.2 to 4.3.3.9.
4.3.3.2 Name
Each performance indicator shall have a unique, descriptive name.
4.3.3.3 Objective
Each performance indicator shall have an explicit objective, stated in terms of the service(s), activity(ies) or
use(s) of resources to be evaluated.
4.3.3.4 Scope of the performance indicator
The scope shall state the types of libraries to which the performance indicator can be applied.
The scope may state whether the performance indicator is suitable for comparison between libraries and
whether there are any limitations concerning comparability.
The scope may include other limitations in the application of the performance indicator.
NOTE The scope statement can include qualifications, instances and situations to show how the performance
indicator can be applied. For example, the scope can state whether the performance indicator is only suitable for certain
parts of the collection such as the loan collection or the reference collection; or whether the performance indicator can be
used both for the library service or activity as a whole, and for parts of the library service, or for showing differences
between subjects or parts of the population served.
4.3.3.5 Definition of the performance indicator
Each performance 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 performance
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.
10 © ISO 2008 – All rights reserved
4.3.3.6 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 performance indicator, this shall be stated
clearly.
Two or more equivalent methods may be described, i.e. different data and calculations used to produce the
same dial.
NOTE Examples of this are using total count versus sampling, and using 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.
4.3.3.7 Interpretation and factors affecting the performance indicator
The interpretation statement may include information necessary to interpret the results of using the
performance indicator.
NOTE The total range of the performance 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 valued the most.
The interpretation statement may include information about the variability to be expected, such as seasonal
variations or variations in time of day.
This statement may 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.
4.3.3.8 Source(s)
References are supplied to document the source of the performance indicator. The description should state
clearly whether the performance indicator as described in this International Standard is a modified version of
the performance indicator described in the source document.
If the name of the performance indicator is different from the one used in the source, the original name is
supplied in parentheses after the reference.
The references may include documents supplying more detailed information about the use of the performance
indicator, methods of data collection and analysis, etc.
4.3.3.9 Related performance indicator(s) (optional)
Where appropriate, there should be a statement of the relationship of the performance indicator to other
performance indicators within this International Standard.
5 Uses of performance indicators
5.1 General considerations
5.1.1 The performance indicators described in this International Standard can be used effectively in the
evaluation of libraries. In this process, the quality and effectiveness of the services and other activities of the
library, as well as the efficiency of the uses of the resources of the library, are evaluated against the mission,
goals and objectives of the library itself.
5.1.2 Performance indicators should be linked to systematic library planning and evaluation. Furthermore,
measurement and evaluation processes should occur regularly. The results should be reported in a way that
informs the decision-making processes and demonstrates how the library fulfils its mission.
5.1.3 As a library planning and evaluation tool, performance indicators have two principal objectives:
a) to facilitate control in the management process;
b) to serve as a basis for reference and for dialogues between library staff, funding bodies, and the user
community.
A secondary objective is to serve in comparative analysis of the performance of libraries and information
services which have equivalent missions or objectives.
5.1.4 In recent years, libraries have been using a wide variety of performance indicators for this purpose.
Several performance indicators are being used extensively and thus represent an established practice.
Recent years have also seen attempts to consolidate previous research efforts in this field, and both have
contributed to attain consensus among practitioners on a set of performance indicators and how to implement
them in the day-to-day life of the library.
5.1.5 There are, and will continue to be, emerging areas of evaluation for libraries. For instance, recent
years have witnessed the emergence of outcomes-based assessment (OBE) and new techniques for
determining library quality under a number of circumstances using various protocols. A number of these
evaluation efforts are in direct response to the need for libraries to demonstrate the value, quality, and impacts
of their services on the communities that they serve. It is important that these evaluation approaches for
performance indicators continually be reviewed, analysed, and considered for possible inclusion in future
revisions of this International Standard.
5.2 Selection of performance indicators
5.2.1 The performance indicators included in this International Standard are those seen to be most useful
for libraries in general. This International Standard recognizes that there are many different types of libraries,
in different settings, serving different user groups, having a range of unique characteristics (structure, funding,
governance, etc.), and affected by a number of situational factors that impact on the services and resources
that the libraries can provide. Since there is such a wide variation around the world, it is important to
understand that not all established performance indicators are useful to all libraries. The list of performance
indicators included in this International Standard is best seen as a menu of possible performance indicators
for use in a range of library settings.
5.2.2 Libraries, in consultation with their host institutions and relevant authorities, such as local and national
government, as well as their users and other stakeholders, will need to decide whi
...
SLOVENSKI STANDARD
01-november-2008
1DGRPHãþD
SIST-TP ISO/TR 20983:2005
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 11620:2008
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
Second edition
2008-08-15
Information and documentation — Library
performance indicators
Information et documentation — Indicateurs de performance des
bibliothèques
Reference number
©
ISO 2008
PDF disclaimer
This PDF file may contain embedded typefaces. In accordance with Adobe's licensing policy, this file may be printed or viewed but
shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In
downloading this file, parties accept therein the responsibility of not infringing Adobe's licensing policy. The ISO Central Secretariat
accepts no liability in this area.
Adobe is a trademark of Adobe Systems Incorporated.
Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation
parameters were optimized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In
the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below.
© ISO 2008
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means,
electronic or mechanical, including photocopying and microfilm, without permission in writing 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 2008 – All rights reserved
Contents Page
Foreword. iv
Introduction . v
1 Scope . 1
2 Terms and definitions. 1
3 Notation . 8
4 Criteria and descriptive framework. 8
4.1 General. 8
4.2 Criteria . 9
4.3 Descriptive framework . 9
4.3.1 General. 9
4.3.2 Balanced Scorecard Approach . 9
4.3.3 Description of performance indicators. 10
5 Uses of performance indicators. 12
5.1 General considerations. 12
5.2 Selection of performance indicators . 12
5.3 Limitations. 13
5.3.1 Optimizing scores on performance indicators . 13
5.3.2 Degree of accuracy. 13
5.3.3 User skills versus library performance . 13
5.3.4 Linking resources to services . 14
5.3.5 Comparability of performance indicator data. 14
Annex A (normative) List of performance indicators for libraries . 15
Annex B (normative) List of descriptions of performance indicators . 19
Bibliography . 85
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.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
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.
ISO 11620 was prepared by Technical Committee ISO/TC 46, Information and documentation, Subcommittee
SC 8, Quality — Statistics and performance evaluation.
This second edition cancels and replaces the first edition (ISO 11620:1998), its Amendment 1
(ISO 11620:1998/Amd.1:2003) and ISO/TR 20983:2003, which have been technically revised. The revision
incorporates performance indicators for electronic and traditional library services and resources into a single
document, and includes technical updates to performance indicators of electronic and traditional library
services and resources.
iv © ISO 2008 – 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 in libraries
and to spread knowledge about how to conduct performance measurement.
This international library community has expressed its commitment to the development of an International
Standard for library performance indicators. By the establishment of this International Standard, the use of
performance indicators can be advanced and libraries in developing and developed countries will benefit from
the knowledge and skills associated with formal planning procedures and data collection processes.
The quality of library services is related to the broader topic of quality management and quality assurance.
This International Standard acknowledges and supports the standards prepared by ISO/TC 176.
Every performance 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 performance indicators.
The performance indicators included in this International Standard are either in widespread use or well
documented in the literature. Some of the descriptions of performance indicators incorporate modifications of
performance indicators described elsewhere: these reflect 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 performance indicators. These include outcome and
impact measures for libraries. Electronic services will continue to develop and evolve, and such evolution will
require monitoring as related to the performance indicators in this International Standard. The library and
information community is encouraged to establish mechanisms and to give a high priority to developing
relevant performance indicators for existing and emerging library services and resources.
This International Standard does not include performance indicators for the evaluation of the outcomes of
library services either on individuals, the communities that libraries serve, or on society at this time. This is an
evolving area of performance measurement for libraries. This International Standard will be maintained and
developments monitored. Additional performance indicators will be incorporated as they are tested and
validated.
Performance indicators may be used for comparison over time within the same library. Comparisons between
libraries may also be made, but only with caution. Between library comparisons will need to take into account
any differences in the constituencies of the libraries, with good understanding of the performance indicators
used, and careful interpretation of the data (see 5.3.5).
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. It is advisable that results from the use of performance indicators listed in this International
Standard be interpreted with regard to these factors.
The performance indicators included in this International Standard do not reflect all possible measures or
evaluation techniques. The International Standard offers accepted, tested, and publicly accessible
methodologies and approaches to measuring a range of library service performance.
This International Standard is not intended to exclude the use of performance indicators that have not been
specified within it (see Clause 5).
More detailed information concerning methodology and analysis in establishing performance indicators in
libraries can be found in References [1] to [30] listed in the Bibliography.
A group operating under the auspices of ISO/TC 46/SC 8 is responsible for maintaining this International
Standard. Newly developed performance indicators are vetted by an appointed group of experts and
descriptions are published as amendments to this International Standard as rapidly as possible after ballot
submitted to the national committees.
vi © ISO 2008 – All rights reserved
INTERNATIONAL STANDARD ISO 11620:2008(E)
Information and documentation — Library performance
indicators
1 Scope
This International Standard specifies the requirements of a performance indicator for libraries and establishes
a set of performance indicators to be used by libraries of all types. It also provides guidance on how to
implement performance indicators in libraries where such performance indicators are not already in use. The
list of performance indicators are summarized in Annex A and details given in Annex B.
This International Standard provides a standardized terminology and concise definitions of the performance
indicators. Furthermore, this International Standard contains concise descriptions of the performance
indicators and of the collection and the analysis of data needed.
This International Standard is applicable to all types of libraries in all countries. However, not all performance
indicators are applicable to all libraries. Limitations on the applicability of individual performance indicators are
listed for each performance indicator in Annex B.
This International Standard does not specify performance indicators for all services, activities, and uses of the
resources of the library, either because such performance indicators had 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).
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
accessibility
ease of reaching and using a service or facility
2.2
active borrower
registered user who has borrowed at least one item during the reporting period
2.3
active user
registered user who has visited or made use of library facilities or services during the reporting period
NOTE This may include the use of electronic library services.
2.4
appropriateness
suitability of any given performance indicator for evaluating a specific activity
2.5
availability
degree to which content, documents, facilities or services are actually provided by the library at the time
required by users
2.6
computer file
data or software program, e.g. computer game, language course and other application software that is
available on computer-readable disks, tapes or other storage media to users for loan or in-house use
NOTE Adapted from ANSI/NISO Z39.7:2004.
2.7
content downloaded
content unit that is successfully requested from a database, electronic serial or digital document
[ISO 2789:2006, definition 3.3.3]
2.8
content unit
computer-processed uniquely identifiable textual or audiovisual piece of published work that may be original or
a digest of other published work
NOTE 1 Adapted from item in COUNTER code of practice, Release 2:2004.
NOTE 2 Descriptive records are excluded.
NOTE 3 PDF, Postscript, HTML and other formats of the same content unit will be counted as separate items.
[ISO 2789:2006, definition 3.2.9]
2.9
database
collection of electronically stored descriptive records or content units (including facts, full texts, pictures, and
sound) with a common user interface and software for the retrieval and manipulation of the data
NOTE 1 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 Licensed databases are counted separately even if access to several licensed database products is effected
through the same interface.
NOTE 3 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 need to be
counted as serials or digital documents.
[ISO 2789:2006, definition 3.2.10]
2.10
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 A collection of descriptive records is usually published in the form of a database.
NOTE 2 The record can include elements such as title, author, subject, abstract, date of origin, etc.
[ISO 2789:2006, definition 3.2.11]
2.11
digital document
information unit with a defined content that has been digitized by the library or acquired in digital form as part
of the library collection
2 © ISO 2008 – All rights reserved
NOTE 1 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 Items incorporated in databases are covered by 2.9.
NOTE 3 A digital document can be structured into one or more files.
NOTE 4 A digital document consists of one or more content units.
[ISO 2789:2006, definition 3.2.12]
2.12
document
recorded information or material object, which can be treated as a unit in a documentation process
[ISO 5127:2001, definition 1.2.2]
NOTE Documents may differ in their physical form and characteristics.
2.13
download
successful request of a descriptive record or content unit, e.g. for displaying, printing, saving, or e-mailing
NOTE For web server logs, successful requests are those with specific return codes, as defined by NCSA (National
Center for Supercomputing Applications).
[ISO 2789:2006, definition 3.3.4]
2.14
effectiveness
measure of the degree to which given objectives are achieved
NOTE An activity is effective if it maximizes the results it was established to produce.
2.15
efficiency
measure of the utilization of resources to realize a given objective
NOTE An activity is efficient if it minimizes the use of resources, or produces better performance with the same
resources.
2.16
electronic book
eBook
digital document, licensed or not, where searchable text is prevalent, and which can be seen in analogy to a
print book (monograph)
NOTE 1 The use of eBooks is, in many cases, dependent on a dedicated device and/or a special reader or viewing
software.
NOTE 2 eBooks can be lent to users either on portable devices (eBook readers) or by transmitting the contents to the
user’s PC for a limited time period.
NOTE 3 Doctoral dissertations in electronic format are included.
NOTE 4 Documents digitized by the library are included.
[ISO 2789:2006, definition 3.2.15]
2.17
evaluation
process of estimating the effectiveness, efficiency, utility and relevance of a service or facility
2.18
external user
user of a library who does not belong to that library’s population to be served
[ISO 2789:2006, definition 3.3.8]
2.19
facilities
equipment, study places, etc., provided for library users
NOTE Includes photocopiers, online terminals, CD-ROM workstations, seats for reading and study carrels, but
excludes toilets, cafes and public telephones.
2.20
free internet resource
internet resource with unrestricted access
[ISO 2789:2006, definition 3.2.18]
2.21
full-time equivalent
FTE
measurement equal to one staff person working a full-time work schedule for one year
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 Not all libraries may use the same number of hours per year to determine an FTE. Thus, any comparative
measures between libraries may need to consider any differences in hours.
2.22
goal
desired state of affairs to be achieved by the implementation of agreed policies
2.23
performance indicator
expression (which may 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
2.24
library
organization, or part of an organization, the main aims of which are to build and maintain a collection and to
facilitate the use of such information resources and facilities as are required to meet the informational,
research, educational, cultural or recreational needs of its users
NOTE 1 These are the basic requirements for a library and do not exclude any additional resources and services
incidental to its main purpose.
NOTE 2 Where a library has more than one function (e.g. school library and public library), it generally either decides
what is its primary function or, in extreme cases, divides its functionality and report data accordingly.
[ISO 2789:2006, definition 3.1.5]
NOTE 3 This may include virtual and/or electronic libraries provided that they adhere to the primary definition of a
library.
4 © ISO 2008 – All rights reserved
2.25
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 The pages of a website are usually interconnected by the use of hypertext links.
NOTE 2 Excludes documents that fit the definitions of electronic collection and free internet resources that can be
linked from the library website.
NOTE 3 Excludes web services in the library’s domain that are operated on behalf of other organizations.
2.26
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 Loans include user-initiated renewals as well as registered loans within the library (on-site loans). Renewals
need to be counted separately.
NOTE 2 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 3 Loans of documents in physical form to distance users are included here.
NOTE 4 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.
[ISO 2789:2006, definition 3.3.14]
2.27
metadata
structured data about data, including data associated with either an information system or an information
object for purposes of description, administration, legal requirements, technical functionality, use and usage,
and preservation
NOTE Adapted from Dublin Core Metadata Initiative.
2.28
mission
statement approved by the authorities formulating the organization’s goals and its choices in services and
products development
2.29
objective
specific target for an activity to be attained as a contribution to achieving the goal of an organization
2.30
performance
effectiveness of the provision of services by the library and the efficiency of the allocation and use of
resources in providing services
2.31
performance indicator
numerical, symbolic or verbal expression, derived from library statistics and data used to characterize the
performance of a library
2.32
population to be served
number of individuals for whom the library is set up to provide its services and materials
NOTE 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.
2.33
quality
degree to which a set of inherent characteristics fulfils requirements
NOTE 1 The term “quality” can be used with adjectives such as poor, good or excellent.
NOTE 2 “Inherent”, as opposed to “assigned”, means existing in something, especially as a permanent characteristic.
[ISO 9000:2005, definition 3.1.1]
2.34
record downloaded
descriptive record that is successfully requested from a database or the online catalogue
[ISO 2789:2006, definition 3.3.19]
2.35
operating expenditure
ordinary expenditure
money spent on staff, and on resources which are used and replaced regularly, excluding capital expenditure
such as main capital items, new buildings, extensions or modifications to existing buildings and computer
equipment
NOTE Operating expenditure is calculated in various ways in different institutions, authorities and countries, and it
does not seem possible to prescribe only one way of doing it. Calculation will have to be done according to normal
practice in the context where this measure is applied. This also means that comparisons are only valid when calculations
are done according to the same principles. Operating expenditure normally includes: salaries and wages (including
employee benefits, social costs, etc.), costs of acquiring documents for the collection, administrative costs, maintenance of
buildings, collections, etc., rental costs or depreciation costs of buildings and equipment, and other operating expenses
(heating, lighting, electricity, etc.).Value-added taxes, sales and service taxes or other local taxes are normally included,
unless a performance indicator is used for international comparisons.
2.36
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 Users can be registered upon their request or automatically when enrolling in the institution.
[ISO 2789:2006, definition 3.3.20]
2.37
rejected session
turnaway
unsuccessful request of a database or the online catalogue by exceeding the simultaneous user limit
NOTE Request failure because of wrong passwords is excluded.
[ISO 2789:2006, definition 3.3.21]
2.38
reliability
degree to which a measure repeatedly and consistently produces the same result
6 © ISO 2008 – All rights reserved
2.39
session
successful request of a database or the online catalogue
NOTE 1 A session is one cycle of user activities that typically starts when a user connects to a database or the online
catalogue and ends with explicit (by leaving the database through log-out or exit) or implicit (timeout due to user inactivity)
termination of activities in the database. The average timeout period would be 30 min. If another time period is used, this
needs to be reported.
NOTE 2 Sessions on the library website are counted as virtual visits.
NOTE 3 Requests of a general entrance or gateway page needs to be excluded.
NOTE 4 If possible, requests by search engines need to be excluded.
[ISO 2789:2006, definition 3.3.25]
2.40
special grant
grant of a non-recurrent nature to fund (or partly fund) projects
[ISO 2789:2006, definition 3.5.4]
2.41
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
2.42
title
words at the head of a document thus identifying it and normally distinguishing it from others
[ISO 5127:2001, definition 4.2.1.4.1]
NOTE 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.
2.43
user
recipient of library services
NOTE The recipient can be a person or an institution, including libraries.
2.44
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 User training can be offered as a tour of the library, as library tuition, or as a web-based service for users.
NOTE 2 The duration of lessons is irrelevant.
[ISO 2789:2006, definition 3.3.28]
2.45
validity
degree to which a performance indicator actually measures what it is intended to measure
2.46
virtual visit
user’s request on the library website from outside the library premises, regardless of the number of pages or
elements viewed
NOTE 1 A website visitor is either a unique and identified web browser program or an identified IP address that has
accessed pages from the library’s website.
NOTE 2 The interval between two consecutive requests generally is no longer than a time-out period on 30 min if they
are to be counted as part of the same virtual visit. A longer interval initiates a new visit.
NOTE 3 Web servers providing services whose statistics are reported at another site are to be excluded from the
statistics of the library website.
[ISO 2789:2006, definition 3.3.29]
2.47
visit
person (individual) entering the library premises
[ISO 2789:2006, definition 3.3.30]
NOTE Includes both simple counts and ratios between counts as long as they are used to characterize the
performance of a library.
3 Notation
By convention, throughout the text, the names of performance indicators are printed with initial capitals for
significant words, e.g. Library Visits per Capita so as to distinguish the names of performance indicators from
supporting text.
4 Criteria and descriptive framework
4.1 General
4.1.1 The purpose of library performance indicators is
a) to function as tools to assess the quality and effectiveness of services, resources, and other activities
provided by a library, and
b) to assess the efficiency of resources allocated by the library to such services and other activities.
4.1.2 Annex B 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 performance indicators include modifications which reflect practical experience, or the
need to generalize the performance indicators for general application.
4.1.3 All performance indicators included in Annex B fulfil the criteria presented in 4.2 and are specified
according to the descriptive framework presented in 4.3. Performance indicators to be added in revisions of
this International Standard will have to fulfil the same criteria and follow the same descriptive framework.
4.1.4 New or alternative performance indicators may 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 4.2 and 4.3 (see also Clause 5).
NOTE Care has been taken to describe the performance indicators individually and independently of other
performance indicators. This need not imply that the performance indicators be used in isolation. When collecting data, it
will in many cases be possible and practical to collect data for two or more performance indicators at the same time, as is
shown in most manuals.
8 © ISO 2008 – All rights reserved
4.2 Criteria
4.2.1 In order to claim compliance 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 may be accepted although they have not been explicitly documented.
4.2.2 The following criteria should be used to test a performance indicator:
a) Informative content. The performance indicator has to 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.
for setting goals, budget allocation, prioritizing services and activities.
b) Reliability. A performance indicator has to be reliable in the sense that it consistently produces the same
result when used repeatedly under the same circumstances.
NOTE The fact that a performance indicator reflects the underlying variability of the data, such as seasonal
variations or fluctuations in loan activities does not in itself mean that the performance indicator is not reliable.
c) Validity. The performance indicator shall be valid in that it shall measure what it is intended to measure.
NOTE The fact that some performance indicators are indirect performance indicators or rough estimates does
not in itself mean that they are not valid.
d) Appropriateness. The performance 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, etc.
e) Practicality. The performance 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 performance 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 5.3.5).
NOTE 1 It is vital to ensure that the activities being measured are comparable.
NOTE 2 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.
4.3 Descriptive framework
4.3.1 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.
4.3.2 Balanced Scorecard Approach
The presentation of the performance indicators in this International Standard follows the Balanced Scorecard
Approach (see Reference [11]). This approach creates a performance indicator framework with four major
areas of measurement:
a) Resources, Access, and Infrastructure, which presents performance indicators that measure the
adequacy and availability of library resources and services (e.g. staff, titles, public access workstations);
b) Use, which presents performance indicators that measure the usage of library resources and services
(e.g. library materials loans, electronic resource downloads, and facilities use);
c) Efficiency, which presents performance indicators that measure resource and service efficiency (e.g.
costs per loan, electronic resource session or download; time required to acquire or process documents;
and correct answer fill rate);
d) Potentials & Development, which provides performance 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 expenditures on electronic resources and attendances at formal training lessons by staff).
This organization provides users of this standard with the ability to identify major areas for performance
measurement by content and type of performance indicator.
The performance indicators are further categorized along the five service/resource areas of collection, access,
facilities, staff and general.
4.3.3 Description of performance indicators
4.3.3.1 General
The description of each performance indicator shall be presented as outlined in 4.3.3.2 to 4.3.3.9.
4.3.3.2 Name
Each performance indicator shall have a unique, descriptive name.
4.3.3.3 Objective
Each performance indicator shall have an explicit objective, stated in terms of the service(s), activity(ies) or
use(s) of resources to be evaluated.
4.3.3.4 Scope of the performance indicator
The scope shall state the types of libraries to which the performance indicator can be applied.
The scope may state whether the performance indicator is suitable for comparison between libraries and
whether there are any limitations concerning comparability.
The scope may include other limitations in the application of the performance indicator.
NOTE The scope statement can include qualifications, instances and situations to show how the performance
indicator can be applied. For example, the scope can state whether the performance indicator is only suitable for certain
parts of the collection such as the loan collection or the reference collection; or whether the performance indicator can be
used both for the library service or activity as a whole, and for parts of the library service, or for showing differences
between subjects or parts of the population served.
4.3.3.5 Definition of the performance indicator
Each performance 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 performance
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.
10 © ISO 2008 – All rights reserved
4.3.3.6 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 performance indicator, this shall be stated
clearly.
Two or more equivalent methods may be described, i.e. different data and calculations used to produce the
same dial.
NOTE Examples of this are using total count versus sampling, and using 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.
4.3.3.7 Interpretation and factors affecting the performance indicator
The interpretation statement may include information necessary to interpret the results of using the
performance indicator.
NOTE The total range of the performance 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 valued the most.
The interpretation statement may include information about the variability to be expected, such as seasonal
variations or variations in time of day.
This statement may 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.
4.3.3.8 Source(s)
References are supplied to document the source of the performance indicator. The description should state
clearly whether the performance indicator as described in this International Standard is a modified version of
the performance indicator described in the source document.
If the name of the performance indicator is different from the one used in the source, the original name is
supplied in parentheses after the reference.
The references may include documents supplying more detailed information about the use of the performance
indicator, methods of data collection and analysis, etc.
4.3.3.9 Related performance indicator(s) (optional)
Where appropriate, there should be a statement of the relationship of the performance indicator to other
performance indicators within this International Standard.
5 Uses of performance indicators
5.1 General considerations
5.1.1 The performance indicators described in this International Standard can be used effectively in the
evaluation of libraries. In this process, the quality and effectiveness of the services and other activities of the
library, as well as the efficiency of the uses of the resources of the library, are evaluated against the mission,
goals and objectives of the library itself.
5.1.2 Performance indicators should be linked to systematic library planning and evaluation. Furthermore,
measurement and evaluation processes should occur regularly. The results should be reported in a way that
informs the decision-making processes and demonstrates how the library fulfils its mission.
5.1.3 As a library planning and evaluation tool, performance indicators have two principal objectives:
a) to facilitate control in the management process;
b) to serve as a basis for reference and for dialogues between library staff, funding bodies, and the user
community.
A secondary objective is to serve in comparative analysis of the performance of libraries and information
services which have equivalent missions or objectives.
5.1.4 In recent years, libraries have been using a wide variety of performance indicators for this purpose.
Several performance indicators are being used extensively and thus represent an established practice.
Recent years have also seen attempts to consolidate previous research efforts in this field, and both have
contributed to attain consensus among practitioners on a set of performance indicators and how to implement
them in the day-to-day life of the library.
5.1.5 There are, and will continue to be, emerging areas of evaluation for libraries. For instance, recent
years have witnessed the emergence of outcomes-based assessment (OBE) and new techniques for
determining library quality under a number of circumstances using various protocols. A number of these
evaluation efforts are in direct response to the need for libraries to demonstrate the value, quality, and impacts
of their services on the communities that they serve. It is important that these evaluation approaches for
performance indicators continually be reviewed, analysed, and considered for possible inclusion in future
revisions of this International S
...
NORME ISO
INTERNATIONALE 11620
Deuxième édition
2008-08-15
Information et documentation —
Indicateurs de performance des
bibliothèques
Information and documentation — Library performance indicators
Numéro de référence
©
ISO 2008
PDF – Exonération de responsabilité
Le présent fichier PDF peut contenir des polices de caractères intégrées. Conformément aux conditions de licence d'Adobe, ce fichier
peut être imprimé ou visualisé, mais ne doit pas être modifié à moins que l'ordinateur employé à cet effet ne bénéficie d'une licence
autorisant l'utilisation de ces polices et que celles-ci y soient installées. Lors du téléchargement de ce fichier, les parties concernées
acceptent de fait la responsabilité de ne pas enfreindre les conditions de licence d'Adobe. Le Secrétariat central de l'ISO décline toute
responsabilité en la matière.
Adobe est une marque déposée d'Adobe Systems Incorporated.
Les détails relatifs aux produits logiciels utilisés pour la création du présent fichier PDF sont disponibles dans la rubrique General Info
du fichier; les paramètres de création PDF ont été optimisés pour l'impression. Toutes les mesures ont été prises pour garantir
l'exploitation de ce fichier par les comités membres de l'ISO. Dans le cas peu probable où surviendrait un problème d'utilisation,
veuillez en informer le Secrétariat central à l'adresse donnée ci-dessous.
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2008
Droits de reproduction réservés. Sauf prescription différente, 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 et les microfilms, sans l'accord écrit
de l'ISO à l'adresse ci-après ou du comité membre de l'ISO dans le pays du demandeur.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail copyright@iso.org
Web www.iso.org
Publié en Suisse
ii © ISO 2008 – Tous droits réservés
Sommaire Page
Avant-propos. iv
Introduction . v
1 Domaine d'application. 1
2 Termes et définitions. 1
3 Notation . 8
4 Critères et cadre de description. 8
4.1 Généralités . 8
4.2 Critères . 9
4.3 Cadre de description . 9
4.3.1 Généralités . 9
4.3.2 Approche par tableau de bord. 10
4.3.3 Description des indicateurs de performance . 10
5 Emploi des indicateurs de performance . 12
5.1 Considérations générales. 12
5.2 Choix des indicateurs de performance .12
5.3 Limites . 13
5.3.1 Optimisation des résultats des indicateurs de performance. 13
5.3.2 Degré d'exactitude. 13
5.3.3 Compétences des usagers et performance des bibliothèques . 14
5.3.4 Rapport entre les ressources et les services . 14
5.3.5 Comparabilité des données des indicateurs de performance . 14
Annexe A (normative) Liste des indicateurs de performance des bibliothèques . 15
Annexe B (normative) Liste des descriptions des indicateurs de performance . 20
Bibliographie . 90
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 (CEI) en ce qui concerne la normalisation électrotechnique.
Les Normes internationales sont rédigées conformément aux règles données dans les Directives ISO/CEI,
Partie 2.
La tâche principale des comités techniques est d'élaborer les Normes internationales. Les projets de Normes
internationales adoptés par les comités techniques sont soumis aux comités membres pour vote. Leur
publication comme Normes internationales requiert l'approbation de 75 % au moins des comités membres
votants.
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.
L'ISO 11620 a été élaborée par le comité technique ISO/TC 46, Information et documentation, sous-comité
SC 8, Qualité — Statistiques et évaluation de la performance.
Cette deuxième édition annule et remplace la première édition (ISO 11620:1998), son Amendement 1
(ISO 11620:1998/Amd.1:2003) et l'ISO/TR 20983:2003, qui ont fait l'objet d'une révision technique. Cette
révision rassemble dans un seul document les indicateurs de performance pour les services et les ressources
de bibliothèque électroniques et traditionnelles et elle comprend des mises à jour techniques de ces
indicateurs.
iv © ISO 2008 – Tous droits réservés
Introduction
La présente Norme internationale traite de l'évaluation de tous les types de bibliothèques.
L'objet principal de la présente Norme internationale est d'encourager l'emploi d'indicateurs de performance
dans les bibliothèques et de faire connaître les moyens d'en mesurer la performance.
La communauté internationale des bibliothèques a décidé de s'engager dans l'élaboration d'une Norme
internationale sur les indicateurs de performance des bibliothèques. Grâce à l'établissement de la présente
Norme internationale, l'emploi d'indicateurs de performance pourra se généraliser dans les bibliothèques des
pays développés ou en voie de développement, qui bénéficieront ainsi des connaissances et des
compétences nécessaires à la mise en œuvre des procédures de planification régulière et de collecte des
données.
La qualité des services de bibliothèque s'inscrit dans la démarche plus large de la gestion et de l'assurance
de la qualité. La présente Norme internationale reconnaît et soutient les normes élaborées par l'ISO/TC 176.
Chaque indicateur se voit attribuer dans la présente Norme internationale une dénomination unique. Cette
dénomination diffère parfois de celle utilisée dans la littérature sur laquelle s'appuie sa description. Ces
différences sont indiquées dans la description des indicateurs.
Les indicateurs de performance qui figurent dans la présente Norme internationale sont soit largement utilisés,
soit bien décrits dans la littérature professionnelle. Certaines descriptions d'indicateurs englobent les
modifications apportées aux descriptions les plus répandues: ces changements résultent de la pratique ou du
besoin de donner à ces indicateurs une portée plus générale. Les rapports fondés sur l'utilisation des
ressources sont très bien décrits dans la littérature; ils servent de cadre aux indicateurs de performance des
bibliothèques définis dans la présente Norme internationale.
Pour certaines activités et certains services de bibliothèque, un manque général d'indicateurs dûment testés
et décrits a été constaté, au cours de l'élaboration de la présente Norme internationale. C'est le cas des
mesures d'impact pour les bibliothèques. Les services électroniques continueront à se répandre et à évoluer,
et cette évolution devra être prise en compte dans les indicateurs de la présente Norme internationale. La
communauté des bibliothèques et des services d'information est invitée à mettre en place des mécanismes et
à accorder la priorité à la mise au point d'indicateurs pertinents pour les services et les ressources de
bibliothèques existants et émergents. La présente Norme internationale sera tenue à jour par un groupe de
travail qui accompagnera les développements et qui ajoutera des indicateurs supplémentaires dès qu'ils
auront été testés et validés.
Actuellement, la présente Norme internationale ne comprend pas d'indicateurs pour l'évaluation de l'impact
des services des bibliothèques sur les individus et les communautés desservies, ou sur la société. C'est un
secteur en évolution de la mesure de la performance dans les bibliothèques. La présente Norme
internationale sera tenue à jour et accompagnée de développements. Des indicateurs supplémentaires seront
ajoutés dès qu'ils auront été testés et validés.
Les indicateurs peuvent servir à effectuer des comparaisons au cours du temps dans la même bibliothèque. Il
est possible, mais en restant prudent, de comparer des bibliothèques entre elles. Il conviendra alors de
prendre en compte toutes les différences dans l'organisation des bibliothèques, de faire preuve d'une bonne
compréhension des indicateurs utilisés et d'interpréter les données avec précaution (voir 5.3.5.).
Les indicateurs de performance de la présente Norme internationale présentent d'autres limites qui dépendent
de facteurs locaux tels que la communauté que la bibliothèque dessert, les missions, l'infrastructure
technologique et sa configuration. Il est conseillé d'interpréter les résultats de l'utilisation des indicateurs de
performance décrits dans la présente Norme internationale en fonction de ces facteurs.
Les indicateurs de performance qui figurent dans la présente Norme internationale ne couvrent pas toutes les
mesures ou techniques d'évaluation possibles. La présente Norme internationale offre des méthodes et des
démarches reconnues, testées et accessibles par le public pour mesurer un éventail de performances des
services des bibliothèques.
La présente Norme internationale ne prétend nullement exclure l'utilisation des indicateurs de performance
qui n'y sont pas décrits (voir Article 5).
De plus amples informations concernant la méthodologie et l'analyse nécessaires à l'élaboration des
indicateurs de performance dans les bibliothèques peuvent être trouvées dans les Références [1] à [30] de la
Bibliographie.
Un groupe fonctionnant sous l'égide de l'ISO/TC 46/SC 8 est responsable de la maintenance de la présente
Norme internationale. Les nouveaux indicateurs créés sont examinés par un groupe d'experts désignés et les
descriptions sont publiées en tant qu'amendements à la présente Norme internationale aussi rapidement que
possible après avoir fait l'objet d'un vote de la part des comités nationaux.
vi © ISO 2008 – Tous droits réservés
NORME INTERNATIONALE ISO 11620:2008(F)
Information et documentation — Indicateurs de performance
des bibliothèques
1 Domaine d'application
La présente Norme internationale définit les spécifications d'un indicateur de performance des bibliothèques
et établit une série d'indicateurs destinés à être employés par tous types de bibliothèques. Elle donne aussi
des conseils sur la manière d'utiliser des indicateurs de performance là où ils ne sont pas encore en usage.
La liste des indicateurs de performance est résumée dans l'Annexe A et des détails sont donnés dans
l'Annexe B.
La présente Norme internationale offre une terminologie normalisée et une définition concise des indicateurs
de performance. De plus, elle décrit précisément les modalités d'élaboration de ces indicateurs ainsi que les
processus de collecte et d'analyse des données requises.
La présente Norme internationale s'applique à tous les types de bibliothèques dans tous les pays. Cependant,
tous les indicateurs de performance ne s'appliquent pas à toutes les bibliothèques. Les restrictions apportées
à l'application d'indicateurs de performance particuliers sont énumérées pour chaque indicateur de
performance dans l'Annexe B.
Certains services, activités et utilisations des ressources de la bibliothèque ne font pas actuellement l'objet
d'indicateurs de performance soit parce qu'aucun n'a été proposé et testé au moment de la rédaction de la
présente Norme internationale, soit parce qu'aucun ne remplit les critères retenus (voir 4.2).
2 Termes et définitions
Pour les besoins du présent document, les termes et définitions suivants s'appliquent.
2.1
accessibilité
facilité d'accès et d'utilisation d'un service ou d'une installation
2.2
emprunteur actif
usager inscrit ayant emprunté au moins un document au cours de la période de référence
2.3
usager actif
usager inscrit, entré à la bibliothèque ou ayant utilisé ses équipements ou ses services au cours de la période
de référence
NOTE Peut comprendre l'utilisation des services électroniques de la bibliothèque.
2.4
adéquation
capacité d'un indicateur donné à évaluer une activité déterminée
2.5
disponibilité
degré auquel des contenus, des documents, des installations ou des services sont effectivement fournis par la
bibliothèque au moment où ils sont demandés par les usagers
2.6
fichier informatique
données ou programme logiciel, par exemple jeu d'ordinateur, cours de langue ou autre logiciel d'application
offert aux utilisateurs pour le prêt ou la consultation sur place sur disques lisibles par ordinateur, des
cassettes ou tout autre moyen de stockage
NOTE Adapté de l'ANSI/NISOZ39.7:2004.
2.7
contenu téléchargé
unité de contenu documentaire obtenue après une demande aboutie dans une base de données, un
périodique électronique ou un document numérique
[ISO 2789:2006, définition 3.3.3]
2.8
unité de contenu documentaire
élément publié sous forme textuelle ou audiovisuelle, identifié de manière unique dans un processus de
traitement informatique, et qui peut être un original ou le résumé d'autres publications
NOTE 1 Adapté du terme item dans le code de bon usage COUNTER, Version 2:2004.
NOTE 2 Les enregistrements descriptifs sont exclus.
NOTE 3 Les formats PDF, Postscript, HTML et autres, de la même unité de contenu documentaire, seront comptés
séparément.
[ISO 2789:2006, définition 3.2.9]
2.9
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 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 sur d'autres supports ou en tant que fichier
informatique accessible par téléphone ou par l'internet.
NOTE 2 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 Il convient aussi de compter comme une seule base de données une interface unique d'accès à un ensemble
de revues ou de documents numériques, habituellement proposée par un éditeur ou un fournisseur. En outre, il convient
de comptabiliser chaque revue ou document numérique en tant que tels.
[ISO 2789:2006, définition 3.2.10]
2.10
enregistrement descriptif
enregistrement bibliographique ou autre, traité en informatique dans un format normalisé, qui référence et/ou
qui décrit un document numérique ou une unité de contenu documentaire
NOTE 1 Une collection d'enregistrements descriptifs est habituellement publiée sous forme de base de données.
NOTE 2 L'enregistrement peut comprendre des éléments tels le titre, l'auteur, le sujet, le résumé, la date ou l'origine,
etc.
NOTE 3 Adapté de l'ISO 2789:2006, définition 3.2.11.
2 © ISO 2008 – Tous droits réservés
2.11
document numérique
unité documentaire numérisée par la bibliothèque ou acquise sous forme numérique comme élément de la
collection de cette bibliothèque
NOTE 1 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 prépublications,
etc. Les bases de données et les périodiques électroniques sont exclus.
NOTE 2 Les éléments faisant partie des bases de données sont décrits sous la rubrique «base de données» en 2.9.
NOTE 3 Un document numérique peut être structuré en un ou en plusieurs fichiers.
NOTE 4 Un document numérique comprend une ou plusieurs unités de contenu documentaire.
[ISO 2789:2006, définition 3.2.12]
2.12
document
information enregistrée ou objet matériel qui peut être traité comme une unité dans une chaîne documentaire
[ISO 5127:2001, définition 1.2.2]
NOTE Les documents peuvent varier dans leur forme physique et leurs caractéristiques.
2.13
téléchargement
demande aboutie d'un enregistrement descriptif ou d'une unité de contenu documentaire, par exemple pour
affichage à l'écran, impression, sauvegarde ou envoi par messagerie électronique
NOTE Pour les connexions aux fichiers journaux des serveurs de la toile, les demandes abouties sont celles qui ont
des codes de retour spécifiques, tels que définis par le NCSA (National Center for Supercomputing Applications).
[ISO 2789:2006, définition 3.3.4]
2.14
efficacité
mesure du niveau de réalisation d'objectifs donnés
NOTE Une activité est efficace si elle se rapproche au maximum des résultats qu'elle est censée produire.
2.15
efficience
mesure de l'utilisation des ressources pour atteindre un objectif donné
NOTE Une activité est efficiente si elle emploie le minimum de ressources ou si elle produit un meilleur résultat avec
les mêmes ressources.
2.16
livre électronique
eBook
document électronique, 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 L'utilisation de livres électroniques est souvent liée à un matériel dédié et/ou à un logiciel de lecture ou de
visionnage spécifique.
NOTE 2 Les livres électroniques peuvent être prêtés aux usagers soit avec un matériel portable (lecteur de livre
électronique), soit en chargeant le contenu sur le micro-ordinateur de l'usager pour une période limitée.
NOTE 3 Les thèses électroniques sont comprises.
NOTE 4 Les livres numérisés par la bibliothèque sont compris.
[ISO 2789:2006, définition 3.2.15]
2.17
évaluation
processus consistant à estimer l'efficacité, l'efficience, l'utilité et la pertinence d'un service ou d'une installation
2.18
usager externe
usager d'une bibliothèque qui ne fait pas partie de la population à desservir
[ISO 2789:2006, définition 3.3.8]
2.19
installations
équipements, postes de travail, etc., offerts aux usagers de la bibliothèque
NOTE Comprend les photocopieurs, les terminaux en ligne, les postes de consultation de cédéroms, les places de
lecture et les alvéoles réservées à l'étude, à l'exclusion des installations telles que toilettes, distributeurs de cafés et
téléphones publics.
2.20
ressource gratuite de l'internet
ressource de l'internet sans restriction d'accès
[ISO 2789:2006, définition 3.2.18]
2.21
équivalent temps plein
ETP
mesurage correspondant à un agent travaillant à plein temps pendant un an
EXEMPLE Si sur trois personnes employées par la bibliothèque, l'une travaille à quart temps, l'autre à mi-temps et la
troisième à plein temps, l'ETP de ces personnes serait 0,25 + 0,5 + 1,0 = 1,75 bibliothécaires (ETP).
NOTE Toutes les bibliothèques ne peuvent faire référence au même nombre d'heures par an pour définir un ETP.
Aussi tout mesurage de comparaison entre bibliothèques peut nécessiter l'examen des différences en heures.
2.22
objectif général
situation à atteindre grâce à des plans d'action et à des moyens adaptés
2.23
indicateur de performance
expression (numérique, symbolique ou verbale) servant à caractériser des activités (événements, objets,
personnes) en termes quantitatifs et qualitatifs afin d'en déterminer la valeur, accompagnée de la méthode de
calcul associée
2.24
bibliothèque
organisme ou partie d'un organisme, dont les buts principaux sont de créer et d'entretenir une collection et de
faciliter l'utilisation des ressources documentaires et des installations adaptées aux besoins d'information, de
recherche, d'éducation, de culture et de loisirs de ses usagers
NOTE 1 Ce sont les conditions fondamentales pour une bibliothèque et il ne faut exclure aucun document ou service
offert en complément des buts principaux.
NOTE 2 Quand une bibliothèque assure plus d'une fonction (par exemple bibliothèque scolaire et bibliothèque
publique), il faut soit décider ce qui correspond à sa fonction principale, soit, dans les cas extrêmes, présenter séparément
les rapports et données sur le fonctionnement.
[ISO 2789:2006, définition 3.1.5]
NOTE 3 Comprend des bibliothèques virtuelles et/ou électroniques à la condition qu'elles répondent à la définition
première d'une bibliothèque.
4 © ISO 2008 – Tous droits réservés
2.25
site électronique de la bibliothèque
service électronique ayant un nom de domaine unique sur l'internet et se composant d'un ensemble de pages,
édité par la bibliothèque, destiné à donner accès aux services et ressources de la bibliothèque
NOTE 1 Les pages du site électronique sont généralement reliées grâce à des liens hypertextes.
NOTE 2 Sont exclus les documents qui répondent à la définition de collection électronique et les ressources libres de
l'internet pour lesquelles un lien a été établi à partir du site électronique de la bibliothèque.
NOTE 3 Sont exclus les services en ligne sous le nom de domaine de la bibliothèque qui sont mis en œuvre au nom
d'autres organisations.
2.26
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 d'un autre dispositif (par
exemple un appareil de lecture de livre électronique) ou transmission d'un document électronique à un usager
pour une durée limitée (par exemple un livre électronique)
NOTE 1 Les prêts comprennent les renouvellements effectués à la demande de l'usager ainsi que les prêts enregistrés
dans la bibliothèque (emprunts sur place). Il convient de compter les renouvellements séparément.
NOTE 2 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 3 Les prêts de documents sous leur forme matérielle à des usagers distants ne sont pas compris.
NOTE 4 La transmission électronique de documents par l'intermédiaire de la bibliothèque est comptée en tant que
fourniture de documents électroniques si l'utilisation en est permise pour un temps illimité. Cela comprend les
transmissions à des membres de la population à desservir.
[ISO 2789:2006, définition 3.3.14]
2.27
métadonnées
données structurées sur des données, comprenant les données associées à tout système d'information ou
objet d'information, destinées à la description, administration, prescriptions réglementaires, fonctions
techniques, utilisation et exploitation, et conservation
NOTE Adapté de l'ensemble des éléments de métadonnées du Dublin Core.
2.28
mission
objectifs généraux et choix en matière de développement de services et produits, formulés par un organisme
et approuvés par les autorités dans un document officiel
2.29
objectif opérationnel
but spécifique qu'une activité doit atteindre afin de contribuer à réaliser l'objectif général d'un organisme
2.30
performance
efficacité dans la fourniture de services par la bibliothèque et efficience dans l'affectation et l'emploi des
ressources utilisées pour fournir ces services
2.31
indicateur de performance
expression numérique, symbolique ou verbale, dérivée des statistiques de bibliothèques ou de données
servant à caractériser la performance d'une bibliothèque
2.32
population à desservir
ensemble des personnes auxquels la bibliothèque est censée fournir ses services et ses documents
NOTE En règle générale, pour les bibliothèques publiques, il s'agit de la population relevant de la même collectivité
(autorité) territoriale; pour les bibliothèques, d'un établissement d'enseignement supérieur, englobant l'ensemble des
personnels enseignants et administratifs et des étudiants.
2.33
qualité
aptitude d'un ensemble de caractéristiques intrinsèques à satisfaire des exigences
NOTE 1 Le terme «qualité» peut être utilisé avec des qualificatifs tels que médiocre, bon ou excellent.
NOTE 2 «Intrinsèque», par opposition à «attribué», signifie présent dans quelque chose, notamment en tant que
caractéristique permanente.
[ISO 9000:2005, définition 3.1.1]
2.34
enregistrement téléchargé
demande aboutie d'un enregistrement descriptif dans une base de données ou dans un catalogue en ligne
[ISO 2789:2006, définition 3.3.19]
2.35
dépenses ordinaires
dépenses de fonctionnement
dépenses consacrées au personnel ainsi qu'aux ressources employées et renouvelées régulièrement, à
l'exclusion des dépenses en capital, telles les constructions neuves, les extensions ou les aménagements de
bâtiments existants et l'équipement informatique
NOTE Les dépenses ordinaires sont calculées de différentes manières selon les institutions, les autorités et les pays.
Il ne semble donc pas possible de prescrire un seul et unique mode de calcul. Elles doivent être calculées, dans chaque
contexte particulier, selon l'usage en cours. Les comparaisons ne sont ainsi valables que là où les calculs sont faits selon
les mêmes principes. Les dépenses ordinaires comprennent normalement: les salaires et traitements (y compris les
rémunérations accessoires et les avantages divers, les charges sociales, etc.), les coûts d'acquisition des documents, les
coûts de gestion, la maintenance des locaux, l'entretien des collections, etc., les coûts de location ou d'amortissement des
locaux et des équipements, et d'autres dépenses de fonctionnement (chauffage, éclairage, électricité, etc.). Les taxes à la
valeur ajoutée, les taxes à la vente et sur les services, ou d'autres taxes locales sont normalement comprises, sauf dans
le cas où un indicateur sert à des comparaisons internationales.
2.36
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 Les usagers peuvent être inscrits soit à leur demande, soit automatiquement lors de leur inscription dans
l'institution de rattachement de la bibliothèque.
[ISO 2789:2006, définition 3.3.20]
2.37
session rejetée
tentative infructueuse de connexion à une base de donnée ou à un catalogue en ligne lorsque le nombre de
requêtes dépasse le nombre autorisé d'utilisateurs simultanés
NOTE Les rejets dus à des mots de passe non conformes sont exclus.
[ISO 2789:2006, définition 3.3.21]
6 © ISO 2008 – Tous droits réservés
2.38
fiabilité
qualité d'une mesure qui produit les mêmes résultats de façon répétée et uniforme
2.39
session
connexion effective à une base de données ou à un catalogue en ligne
NOTE 1 Une session est un cycle qui débute lorsque l'usager se connecte à une base de données ou à un catalogue
en ligne, et qui se termine de façon explicite (par déconnexion ou fonction quitter) ou implicite (mise en veille après une
période déterminée de non-utilisation). Le délai moyen de déconnexion spontanée est de 30 min. Si un autre délai est
utilisé, il convient de le mentionner.
NOTE 2 Les sessions sur le site électronique de la bibliothèque sont comptabilisées comme visites virtuelles.
NOTE 3 Les connexions à une page d'accueil sont exclues.
NOTE 4 Si possible, il convient d'exclure les recherches effectuées par les moteurs de recherche.
[ISO 2789:2006, définition 3.3.25]
2.40
subvention spéciale
financement non récurrent qui contribue totalement ou partiellement à la réalisation d'un projet
[ISO 2789:2006, définition 3.5.4]
2.41
population cible
groupes d'usagers réels ou potentiels faisant l'objet, pour une bibliothèque donnée, d'un service spécifique ou
constituant les destinataires principaux de documents spécifiques
2.42
titre
mot ou groupe de mots figurant en tête d'un document, pouvant être utilisé pour l'identifier et qui le distingue
d'un autre document
[ISO 5217:2001, définition 4.2.1.4.1]
NOTE 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 en plusieurs unités matérielles, et quel que soit le nombre d'exemplaires détenus par la
bibliothèque.
2.43
usager
bénéficiaire des services de la bibliothèque
NOTE Le bénéficiaire peut être une personne physique ou morale, y compris les bibliothèques.
2.44
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 et d'autres services d'information
NOTE 1 La formation des usagers peut être proposée sous la forme d'une visite de la bibliothèque, de présentation de
la bibliothèque ou comme service sur la toile à destination des usagers.
NOTE 2 La durée des formations ne doit pas être prise en compte.
NOTE 3 Adapté de l'ISO 2789:2006, définition 3.3.28.
2.45
validité
capacité pour un indicateur à mesurer effectivement ce qu'il est censé mesurer
2.46
visite virtuelle
recherche faite par un usager sur le site électronique de la bibliothèque depuis l'extérieur de la bibliothèque
quel que soit le nombre de pages ou d'informations consultées
NOTE 1 La visite virtuelle sur le site électronique peut être effectuée par un programme de navigateur unique et
identifié ou par une adresse IP identifiée qui a permis d'accéder aux pages via le site électronique de la bibliothèque.
NOTE 2 L'intervalle entre deux recherches consécutives ne doit pas être plus long qu'une période de déconnexion de
30 min si elles doivent être comptées comme éléments de la même visite virtuelle. Dans le cas d'un intervalle supérieur, il
s'agit d'une nouvelle visite.
NOTE 3 Les serveurs sur la toile fournissant des services dont les statistiques se rapportent à un autre site doivent
être exclus des statistiques du site électronique de la bibliothèque.
[ISO 2789:2006, définition 3.3.29]
2.47
entrée
action pour un usager de pénétrer dans les locaux de la bibliothèque
[ISO 2789:2006, définition 3.3.30]
NOTE Comprend à la fois un simple comptage et des pourcentages, tant que ceux-ci sont utilisés pour caractériser
la performance d'une bibliothèque.
3 Notation
Par convention, tout au long du texte, le nom des indicateurs de performance est écrit avec une lettre
majuscule initiale pour les mots significatifs, par exemple Entrées à la bibliothèque par personne de façon à
faire la distinction entre le nom des indicateurs de performance et le reste du texte.
4 Critères et cadre de description
4.1 Généralités
4.1.1 Les indicateurs de performance de bibliothèque sont destinés
a) à servir d'outils pour l'évaluation de la qualité et de l'efficacité des services, des ressources et des autres
activités fournis par une bibliothèque, et
b) à évaluer l'efficience des ressources allouées par la bibliothèque à de tels services et autres activités.
4.1.2 L'Annexe B comprend un ensemble d'indicateurs de performance qui ont été dûment testés soit par
une utilisation largement répandue dans les bibliothèques, soit par un test explicite mené par des chercheurs
et ayant ensuite fait l'objet d'une publication. Certaines descriptions d'indicateurs comprennent des
modifications qui résultent de la pratique ou de la nécessité de donner à ces indicateurs une portée plus
générale.
4.1.3 Tous les indicateurs de performance compris dans l'Annexe B remplissent les critères présentés en
4.2 et sont développés selon le cadre de description présenté en 4.3. Les indicateurs de performance qui
seront ajoutés lors des révisions de la présente Norme internationale devront remplir les mêmes critères et
suivre le même cadre de description.
8 © ISO 2008 – Tous droits réservés
4.1.4 Les indicateurs de performance nouveaux ou différents peuvent être développés pour couvrir d'autres
activités et services ou pour répondre à un besoin spécifique. Il est recommandé d'évaluer et de décrire ces
indicateurs de performance conformément aux exigences qui figurent en 4.2 et en 4.3 (voir aussi Article 5).
NOTE Un soin particulier a été pris pour décrire les indicateurs individuellement et indépendamment des autres
indicateurs. Mais cette précaution n'implique pas qu'ils doivent être utilisés isolément. Lors du recueil des données, il sera
dans bien des cas possible et commode de procéder à la collecte de deux indicateurs ou plus en même temps, ainsi que
l'indiquent nombre de manuels.
4.2 Critères
4.2.1 Pour être conforme à la présente Norme internationale, un indicateur de performance de bibliothèque
doit être soigneusement testé, validé et de préférence publié dans la littérature professionnelle. Les
indicateurs de performance communément employés dans les bibliothèques peuvent être acceptés, même
s'ils n'ont pas fait l'objet d'une publication.
4.2.2 Lors du test des indicateurs de performance, il convient de respecter les critères suivants:
a) Contenu informatif. L'indicateur doit contenir une information propre à donner la mesure d'une activité, à
apprécier les réalisations et à déceler les problèmes et les carences affectant les performances d'une
bibliothèque afin de prendre les mesures permettant d'y remédier. Il convient que cet indicateur fournisse
les informations servant à la prise de décision, par exemple à la fixation d'objectifs, à la répartition du
budget, à la détermination de priorités dans les services et activités, etc.
b) Fiabilité. Un indicateur de performance doit être fiable, au sens qu'il doit produire régulièrement le même
résultat quand il est employé de façon répétée dans les mêmes circonstances.
NOTE Le fait qu'un indicateur reflète la variabilité sous-jacente des données, telles que les variations
saisonnières ou les fluctuations de l'activité de prêt, ne signifie pas en soi que l'indicateur ne soit pas fiable.
c) Validité. Un indicateur doit être valide, à savoir qu'il doit mesurer effectivement ce qu'il est censé
mesurer.
NOTE Le fait que certains indicateurs soient des indicateurs indirects ou des estimations approximatives ne
signifie pas en soi qu'ils ne soient pas valides.
d) Adéquation. Un indicateur doit être adapté au but pour lequel il a été établi, aussi bien en termes
d'échelle de mesure que des opérations nécessaires à la mise en place du processus de mesure.
e) Applicabilité. Un indicateur doit être applicable, à savoir qu'il doit employer des données que la
bibliothèque peut obtenir au prix d'un effort raisonnable en temps et en qualification de personnel, en
coûts de mise en œuvre et sans abuser du temps et de la patience des usagers.
Si l'indicateur est destiné à des comparaisons entre bibliothèques, un sixième critère s'applique [alinéa f)]:
f) Comparabilité. Un indicateur de performance de bibliothèque permet de comparer des bibliothèques
entre elles si le même résultat, dans sa précision, signifie le même niveau de qualité de services ou le
même niveau d'efficience dans les bibliothèques soumises à comparaison (voir aussi 5.3.5).
NOTE 1 Il est indispensable de s'assurer que les activités mesurées sont comparables.
NOTE 2 Le critère est suffisant pour classer les bibliothèques en fonction du résultat d'un indicateur de
performance, mais il ne permet pas de déterminer, par exemple, qu'une bibliothèque avec un résultat deux fois
supérieur à une autre est deux fois plus performante.
4.3 Cadre de description
4.3.1 Généralités
Les indicateurs de performance qui figurent dans l'Annexe B sont décrits conformément au cadre suivant, qu'il
convient aussi d'employer pour décrire des indicateurs de performance nouveaux ou différents.
4.3.2 Approche par tableau de bord
La présentation des indicateurs de performance de la présente Norme internationale suit la démarche par
tableau de bord (voir Référence [11]). Cette approche crée un cadre structurant les indicateurs en quatre
secteurs principaux de mesures de performance:
a) Ressources, accès et infrastructure, qui présentent des indicateurs qui mesurent la compétence, la
performance et la disponibilité des ressources et des services de la bibliothèque (par exemple le
personnel, les titres, les postes de travail informatique accessibles au public).
b) Utilisation, qui présente des indicateurs qui mesurent l'utilisation des ressources et des services de la
bibliothèque (par exemple les prêts de documents de la bibliothèque, les téléchargements de ressources
électroniques, l'utilisation d'équipements).
c) Efficience, qui présente des indicateurs qui mesurent l'efficience des ressources et des services (par
exemple le coût par prêt, le coût des ressources électroniques par session ou par téléchargement; le
temps nécessaire à l'acquisition ou au traitement des documents et le taux de réponses correctes à des
demandes d'information).
d) Potentialités et développement, qui fournissent des indicateurs qui mesurent les apports des
bibliothèques en services émergents et les ressources associées (par exemple le pourcentage de
dépenses en ressources électroniques, la participation du personnel à des sessions de formation aux
technologies de l'information).
Cette structure permet aux utilisateurs de la présente norme d'identifier les principaux secteurs de mesure de
la performance par contenu et par type d'indicateur.
Les indicateurs sont de plus organisés en cinq catégories de services/de ressources: les collections, l'accès,
les installations, le personnel et une catégorie «généralités».
4.3.3 Description des indicateurs de performance
4.3.3.1 Généralités
Chaque indicateur de performances doit être présenté dans le format normalisé décrit de 4.3.3.2 à 4.3.3.9.
4.3.3.2 Nom
Chaque indicateur de performance doit avoir une dénomination descriptive, unique.
4.3.3.3 Objectif
Chaque indicateur doit avoir un objectif explicite, défini en fonction des aspects à évaluer: service(s),
activité(s) ou utilisation(s) de ressources.
4.3.3.4 Domaine d'application de l'indicateur de performance
Le domaine d'application doit préciser les catégories de bibliothèques auxquels l'indicateur peut se rapporter.
Il peut préciser si l'indicateur convient à des comparaisons entre bibliothèques et s'il existe des limites à la
comparabilité.
Il peut mentionner d'autres limites à l'application de l'indicateur.
NOTE Le domaine d'application peut apporter des précisions qualitatives et des exemples de situation afin d'illustrer
la façon dont l'indicateur peut être appliqué. Par exemple, il peut préciser si l'indicateur ne convient qu'à certaines parties
de la collection, telles que le fonds de prêt ou le fonds de référence ou s'il peut être employé à la fois pour le service ou
l'activité de la bibliothèque considéré comme un tout, et pour certaines parties du service de la bibliothèque ou pour faire
ressortir les différences entre des sujets ou entre des catégories de la population à desservir.
10 © ISO 2008 – Tous droits réservés
4.3.3.5 Définition de l'indicateur de performance
Chaque indicateur doit être défini de façon unique par les données à recueillir et/ou par la relation à établir
entre ces données.
Il convient que cet énoncé comprenne aussi des définitions de termes spécialisés employés dans la définition
de l'indicateur, s'ils ne sont pas définis ailleurs dans la présente Norme internationale, ainsi que des termes
employés dans la description de méthode(s) à utiliser.
Les termes ne comportant pas d'ambiguïté, employés dans un sens usuel, n'ont pas besoin de définition.
4.3.3.6 Méthode
Les données à collecter et les calculs à réaliser doivent être décrits avec concision.
S'il est nécessaire de répéter un mesurage pour déterminer la valeur de l'indicateur, cette répétition doit être
clairement indiquée.
On peut décrire deux méthodes équivalentes ou davantage, c'est-à-dire des données et des calculs différents,
pour produire le même indicateur.
NOTE Il est possible de décrire, à titre d'exemple, l'exécution de comptages complets ou par échantillonnage,
l'emploi d'une mesure directe ou bien le recours à une estimation.
Si l'on décrit plus d'une méthode, la méthode la plus généralement applicable doit être décrite en premier. Les
descriptions fournies ne doivent pas comprendre de développement concernant les méthodes statistiques,
telles que les modes opératoires d'échantillonnage, la taille de l'échantillon, l'estimation d'intervalles de
confiance, les tests statistiques, etc.
Si l'on doit recourir à un questionnaire, seules les questions à poser et les résultats à utiliser sont pris en
compte sans détailler le plan d'ensemble du questionnaire.
Si possible, la description des méthodes doit indiquer l'effort nécessaire à la préparation, au recueil des
données et à l'analyse des résultats.
4.3.3.7 Interprétation des résultats mesurés par l'indicateur et facteurs af
...
SLOVENSKI SIST ISO 11620
STANDARD november 2008
Informatika in dokumentacija – Kazalci uspešnosti knjižnic
Information and documentation – Library performance indicators
Information et documentation – Indicateurs de performance des bibliothèques
Referenčna oznaka
ICS 01.140.20 SIST ISO 11620:2008 (sl)
Nadaljevanje na straneh od 2 do 98
© 2013-11 Slovenski inštitut za standardizacijo Razmnoževanje ali kopiranje celote ali delov tega standarda ni dovoljeno.
SIST ISO 11620 : 2008
NACIONALNI UVOD
Standard SIST ISO 11620 (sl), Informatika in dokumentacija – Kazalci uspešnosti knjižnic, 2008, ima
status slovenskega standarda in je istoveten mednarodnemu standardu ISO 11620 (en), Information
and documentation – Library performance indicators, druga izdaja, 2008-08-15.
NACIONALNI PREDGOVOR
Mednarodni standard ISO 11620:2008 je pripravil pododbor tehničnega odbora Mednarodne
organizacije za standardizacijo ISO/TC 46/SC 8 Kakovost – Statistika in vrednotenje uspešnosti.
Slovenski standard SIST ISO 11620:2008 je prevod mednarodnega standarda ISO 11620:2008. V
primeru spora glede besedila slovenskega prevoda je odločilen izvirni mednarodni standard v
angleškem jeziku. Slovenski prevod standarda je pripravil tehnični odbor SIST/TC IDT Informatika,
dokumentacija in splošna terminologija.
Odločitev za izdajo tega standarda je dne 15. oktobra 2008 sprejel SIST/TC IDO Informatika in
dokumentacija.
OSNOVA ZA IZDAJO STANDARDA
– Privzem standarda ISO 11620:2008
OPOMBE
– Povsod, kjer se v besedilu standarda uporablja izraz “mednarodni standard”, v SIST ISO
11620:2008 to pomeni “slovenski standard”.
– Nacionalni uvod, nacionalni predgovor in vsebinsko kazalo niso sestavni del standarda. Definicije
pojmov so povzete po mednarodnih standardih ISO 2789, Informatika in dokumentacija –
Mednarodna statistika za knjižnice, ISO 5127, Informatika in dokumentacija – Slovar, in ISO
9000, Sistemi vodenja kakovosti – Osnove in slovar
– V besedilu SIST ISO 11620 so v predgovoru in točkah 2.7, 2.8, 2.9, 2.10, 2.11, 2.12, 2.13, 2.16,
2.18, 2.20, 2.24, 2,26, 2,33, 2.34, 2.36, 2.37, 2.39, 2.40, 2.42, 2.44, 2.46, 2.47 in dodatku B
navedeni mednarodni standardi ISO 11620, ISO/TR 20983, ISO 9000, ISO 2789 in ISO 5127. Pri
tem je vedno mišljena njihova zadnja izdaja.
SIST ISO 11620 : 2008
VSEBINA Stran
Predgovor .4
Uvod .5
1 Področje uporabe ….7
2 Izrazi in definicije . .7
3 Oznake . .14
4 Kriteriji in opis ……….14
4.1 Splošno .14
4.2 Kriteriji ………. .15
4.3 Opis . .15
4.3.1 Splošno .15
4.3.2 Pristop uravnoteženega sistema kazalcev . .15
4.3.3 Opis kazalcev uspešnosti. .16
5 Uporaba kazalcev uspešnosti.18
5.1 Splošna priporočila ……. .18
5.2 Izbor kazalcev uspešnosti ……….18
5.3 Omejitve .19
5.3.1 Optimiziranje rezultatov kazalcev uspešnosti. .19
5.3.2 Stopnja točnosti . .19
5.3.3 Uspešnost knjižnice glede na usposobljenost uporabnikov.19
5.3.4 Povezovanje virov in storitev . .20
5.3.5 Primerljivost podatkov kazalca uspešnosti . .20
Dodatek A (normativni): Seznam kazalcev uspešnosti knjižnic ……….………….21
Dodatek B (normativni): Seznam opisov kazalcev uspešnosti knjižnic .26
Literatura .91
Abecedni slovar slovenskih izrazov.94
Abecedni slovar angleških izrazov .95
Slovensko-angleški slovar kazalcev uspešnosti .96
SIST ISO 11620 : 2008
Predgovor
ISO (Mednarodna organizacija za standardizacijo) je svetovna zveza nacionalnih organov za
standarde (članov ISO). Mednarodne standarde ponavadi pripravljajo tehnični odbori ISO. Vsak član,
ki želi delovati na določenem področju, za katero je bil ustanovljen tehnični odbor, ima pravico biti
zastopan v tem odboru. Pri delu sodelujejo mednarodne vladne in nevladne organizacije, povezane z
ISO. V vseh zadevah, ki so povezane s standardizacijo na področju elektrotehnike, ISO tesno
sodeluje z Mednarodno elektrotehniško komisijo (IEC).
Mednarodni standardi so pripravljeni v skladu s pravili, podanimi v 2. delu Direktiv ISO/IEC.
Glavna naloga tehničnih odborov je priprava mednarodnih standardov. Osnutki mednarodnih
standardov, ki jih sprejmejo tehnični odbori, se pošljejo vsem članom v glasovanje. Za objavo
mednarodnega standarda je treba pridobiti soglasje najmanj 75 odstotkov članov, ki se udeležijo
glasovanja.
Opozoriti je treba na možnost, da je lahko nekaj elementov tega mednarodnega standarda predmet
patentnih pravic. ISO ne prevzema odgovornosti za ugotavljanje katerih koli ali vseh takih patentnih
pravic.
ISO 11620 je pripravil tehnični odbor ISO/TC 46 Informatika in dokumentacija, pododbor SC 8
Kakovost – Statistika in vrednotenje uspešnosti.
Ta druga izdaja razveljavlja in nadomešča prvo izdajo (ISO 11620:1998), njeno dopolnilo 1 (ISO
11620:1998/Amd.1:2003) in ISO/TR 20983:2003, ki so bili tehnično revidirani. Revizija združuje
kazalce uspešnosti za elektronske in tradicionalne knjižnične storitve in vire v en dokument ter
vključuje tehnične posodobitve teh kazalcev uspešnosti.
SIST ISO 11620 : 2008
Uvod
Ta mednarodni standard se nanaša na vrednotenje vseh vrst knjižnic.
Glavni namen tega mednarodnega standarda je podpirati uporabo kazalcev uspešnosti v knjižnicah in
širiti znanje o izvajanju meritev uspešnosti.
Mednarodna skupnost knjižnic je izrazila svojo zavezanost k sodelovanju pri razvoju mednarodnega
standarda za kazalce uspešnosti knjižnice. Z uveljavitvijo tega mednarodnega standarda uporaba
kazalcev uspešnosti lahko napreduje, knjižnice v deželah v razvoju in knjižnice v razvitih državah pa
bodo lahko uporabljale znanje in veščine, povezane s formalnimi postopki načrtovanja in izvedbe
procesa zbiranja podatkov.
Kakovost knjižničnih storitev je povezana s širšo temo vodenja in zagotavljanja kakovosti. Ta
mednarodni standard priznava in podpira standarde, ki jih je pripravil tehnični odbor ISO/TC 176.
Vsakemu kazalcu uspešnosti v tem mednarodnem standardu je bilo dodeljeno edinstveno ime. To ime
se včasih razlikuje od drugih imen kazalca v literaturi, na podlagi katere je opis narejen. Take razlike
so dokumentirane v opisih kazalcev uspešnosti.
Kazalci uspešnosti, vključeni v ta mednarodni standard, so v splošni rabi ali pa so v literaturi dobro
dokumentirani. Nekateri opisi kazalcev uspešnosti vključujejo modifikacije kazalcev uspešnosti, ki so
bili opisani drugje: ti odražajo praktične izkušnje ali pa potrebo po posplošitvi. Njihova uporaba in
razmerja, zasnovana na virih, so v literaturi zelo dobro dokumentirani in zagotavljajo kontekst
knjižničnim kazalcem uspešnosti, kot so opredeljeni v tem mednarodnem standardu.
Za nekatere kazalce uspešnosti, s katerimi se ocenjujejo aktivnosti in storitve knjižnic, se je v procesu
priprave tega mednarodnega standarda izkazalo, da so na splošno slabo preverjeni in tudi slabo
dokumentirani. Enako velja tudi za merjenje učinkovitosti in vpliva knjižnic. Elektronske storitve bodo
še napredovale in se razvijale, tak razvoj pa bo potreboval spremljanje, povezano s kazalci
uspešnosti, opisanimi v tem mednarodnem standardu. Knjižnična in informacijska skupnost sta pred
izzivom vzpostavitve mehanizmov in prednostnega razvoja ustreznih kazalcev uspešnosti, tako za
obstoječe knjižnične storitve in vire kot tudi za tiste, ki se še razvijajo.
Ta mednarodni standard trenutno še ne vključuje kazalcev uspešnosti za vrednotenje učinkov
knjižničnih storitev za posameznike, za skupnosti, ki so jim knjižnice namenjene, ali za celotno družbo.
To področje merjenja uspešnosti knjižnic je še vedno v razvoju. Ta mednarodni standard bo še naprej
predmet vzdrževanja, hkrati pa se bo spremljal razvoj. Dodatni kazalci uspešnosti bodo vključeni, ko
bodo preskušeni in potrjeni.
Kazalci uspešnosti se lahko uporabljajo za primerjavo v daljšem časovnem obdobju znotraj ene
knjižnice. Primerjave med posameznimi knjižnicami so prav tako mogoče, vendar z določeno mero
previdnosti. Pri primerjavi med knjižnicami bo treba upoštevati morebitne razlike v organizaciji in
delovanju knjižnic, pri tem pa sta potrebni tako dobro poznavanje uporabljenih kazalcev uspešnosti kot
tudi pazljiva interpretacija dobljenih podatkov (glej točko 5.3.5).
Za kazalce uspešnosti v tem mednarodnem standardu obstajajo tudi druge omejitve, ki so odvisne od
lokalnih dejavnikov, kot so na primer skupnost, ki ji je knjižnica namenjena, obveznosti izvajanja
knjižničnih storitev in konfiguracija tehnološke strukture. Priporočljivo je, da se rezultati uporabe
kazalcev uspešnosti, navedenih v tem mednarodnem standardu, interpretirajo z upoštevanjem teh
dejavnikov.
Kazalci uspešnosti, vključeni v ta mednarodni standard, ne prikazujejo vseh možnih načinov merjenja
in vrednotenja. Mednarodni standard ponuja sprejete, preskušene in javno dostopne metodologije in
pristope k merjenju stopnje uspešnosti knjižničnih storitev.
Ta mednarodni standard nima namena izključevati uporabe kazalcev uspešnosti, ki v njem niso
opisani (glej točko 5).
SIST ISO 11620 : 2008
Podrobnejše informacije o metodologiji in analizah pri vzpostavljanju rabe kazalcev uspešnosti v
knjižnicah je mogoče najti v referenčnih virih [1] do [30], navedenih v seznamu literature.
Skupina, ki deluje pod okriljem ISO/TC 46/SC 8, je odgovorna za vzdrževanje tega mednarodnega
standarda. Naknadno razvite kazalce uspešnosti preveri posebej imenovana skupina strokovnjakov in
njihovi opisi so objavljeni kot dopolnila k temu mednarodnemu standarda v najkrajšem možnem času
potem, ko so bili predloženi v presojo nacionalnim odborom.
SIST ISO 11620 : 2008
Informatika in dokumentacija – Kazalci uspešnosti knjižnic
1 Področje uporabe
Ta mednarodni standard določa zahteve za kazalce uspešnosti knjižnic ter vzpostavlja nabor kazalcev
uspešnosti, ki se uporabljajo v vseh vrstah knjižnic. Prav tako zagotavlja napotke, kako kazalce
uspešnosti uvesti v knjižnicah, kjer ti kazalci še niso v uporabi. Seznam kazalcev uspešnosti je zbran v
dodatku A, podrobnosti o uporabi kazalcev uspešnosti pa so podane v dodatku B.
Ta mednarodni standard zagotavlja standardizirano izrazje in koncizne definicije kazalcev uspešnosti.
Poleg tega ta mednarodni standard vsebuje jedrnat opis kazalcev uspešnosti ter opise zbiranja in
analiziranja potrebnih podatkov.
Ta mednarodni standard je uporaben za vse vrste knjižnic v vseh državah, vendar pa ni mogoče vseh
kazalcev uspešnosti uporabiti v vseh knjižnicah. Omejitve uporabe posameznih kazalcev uspešnosti
so za vsak kazalec uspešnosti posebej navedene v dodatku B.
Ta mednarodni standard ne določa kazalcev uspešnosti za vse storitve, aktivnosti in uporabo virov
knjižnice, bodisi zato, ker taki kazalci uspešnosti niso bili predlagani in preskušeni v času oblikovanja
tega mednarodnega standarda, bodisi zato, ker ne izpolnjujejo določenih meril (glej točko 4.2).
2 Izrazi in definicije
V tem dokumentu se uporabljajo v nadaljevanju navedeni izrazi in definicije.
2.1
dostopnost
enostavnost dostopa in uporabe storitve ali prostorov in opreme
2.2
aktivni izposojevalec
registrirani uporabnik, ki si je v poročevalskem obdobju izposodil vsaj eno enoto gradiva
2.3
aktivni uporabnik
registrirani uporabnik, ki je v poročevalskem obdobju obiskal knjižnico ali uporabil knjižnično opremo
ali storitve
OPOMBA: To lahko vključuje uporabo elektronskih storitev knjižnice znotraj ali zunaj prostorov knjižnice.
2.4
ustreznost
primernost katerega koli kazalca uspešnosti za vrednotenje določene dejavnosti
2.5
razpoložljivost
stopnja, do katere so vsebine, dokumenti, prostori in oprema ali storitve, ki jih knjižnica zagotavlja,
uporabnikom dejansko na voljo takrat, ko jih zahtevajo
2.6
računalniška datoteka
podatki ali programska oprema, na primer računalniška igra, jezikovni tečaj in druga aplikativna
programska oprema, ki je na računalniško berljivih diskih, trakovih ali drugih medijih za shranjevanje
dostopna uporabnikom za izposojo na dom ali za prezenčno rabo v prostorih knjižnice
OPOMBA: Prirejeno po ANSI/NISO Z39.7:2004.
SIST ISO 11620 : 2008
2.7
prevzeta vsebina
vsebinska enota, ki je uspešno prevzeta iz podatkovne zbirke, elektronske serijske publikacije ali
digitalnega dokumenta
[ISO 2789:2006, definicija 3.3.3]
2.8
vsebinska enota
računalniško obdelan tekstovni ali avdiovizualni del objavljenega dela, ki omogoča edinstveno
identifikacijo, lahko je original ali priredba drugega objavljenega dela
OPOMBA 1: Prirejeno po item v COUNTER code of practice, izdaja 2:2004.
OPOMBA 2: Formalni deskriptivni zapisi so izključeni.
OPOMBA 3: PDF, Postscript, HTML in drugi formati zapisa iste vsebine se štejejo za ločene enote.
[ISO 2789:2006, definicija 3.2.9]
2.9
podatkovna zbirka
zbirka elektronsko shranjenih formalnih deskriptivnih zapisov ali vsebinskih enot (vključno s
faktografskimi podatki, celotnimi besedili, slikami in zvokom) s skupnim uporabniškim vmesnikom in
programsko opremo za iskanje in obdelavo podatkov
OPOMBA 1: Enote ali zapisi so navadno razvrščeni po določenem redu v povezavi z opredeljeno temo. Podatkovna zbirka je
lahko dosegljiva na CD-ROM-u, disketi ali kako drugače ali pa kot računalniška datoteka, dostopna preko klicne
povezave ali interneta.
OPOMBA 2: Licencirane podatkovne zbirke se štejejo vsaka posebej, čeprav je dostop do več licenciranih podatkovnih zbirk
omogočen preko istega vmesnika.
OPOMBA 3: Skupni uporabniški vmesnik, ki zagotavlja dostop do paketa serijskih publikacij ali digitalnih dokumentov in ga
navadno nudi založnik ali ponudnik, se prav tako šteje za podatkovno zbirko. Poleg tega je treba posamezne
serijske publikacije ali digitalne dokumente šteti za serijsko publikacijo ali digitalni dokument.
[ISO 2789:2006, definicija 3.2.10]
2.10
formalni deskriptivni zapis
računalniško oblikovani bibliografski ali drugi posamezni opis v standardnem formatu, ki se nanaša
in/ali opisuje dokument v kateri koli fizični obliki ali vsebinsko enoto
OPOMBA 1: Zbirka formalnih deskriptivnih zapisov je navadno objavljena v obliki podatkovne zbirke.
OPOMBA 2: Zapis lahko vključuje elemente, kot so naslov, avtor, predmetna oznaka, povzetek, datum objave itd.
[ISO 2789:2006, definicija 3.2.11]
2.11
digitalni dokument
informacijska enota z opredeljeno vsebino, ki jo je knjižnice digitalizirala ali jo je pridobila v digitalni
obliki kot del knjižnične zbirke
OPOMBA 1: Vključene so e-knjige, patenti v elektronski obliki, mrežni avdiovizualni dokumenti ter drugi digitalni dokumenti,
kot so poročila, kartografski in glasbeni dokumenti, preprinti itd. Podatkovne zbirke in elektronske serijske
publikacije niso vključene.
OPOMBA 2: Elementi, ki so vključeni v podatkovne zbirke, so obravnavani v točki 2.9.
OPOMBA 3: Digitalni dokument je lahko strukturiran v eni ali v več datotekah.
SIST ISO 11620 : 2008
OPOMBA 4: Digitalni dokument je lahko sestavljen iz ene ali iz več vsebinskih enot.
[ISO 2789:2006, definicija 3.2.12]
2.12
dokument
zapisana informacija ali materialni objekt, ki se lahko obravnava kot enota v dokumentacijskem
procesu
[ISO 5127:2001, definicija 1.2.2]
OPOMBA: Dokumenti se lahko razlikujejo po svoji fizični obliki in značilnostih.
2.13
prevzem podatkov
uspešno izpolnjena zahteva po prenosu formalnega deskriptivnega zapisa ali vsebinske enote, na
primer za prikazovanje na zaslonu, tiskanje, shranjevanje ali pošiljanje po elektronski pošti
OPOMBA: Za dnevniško datoteko spletnega strežnika so uspešno izpolnjene zahteve tiste zahteve s specifično kodo
odgovora, ki jo je definirala NCSA (National Center for Supercomputing Applications).
[ISO 2789:2006, definicija 3.3.4]
2.14
uspešnost
mera za ugotavljanje stopnje doseganja zastavljenih ciljev
OPOMBA: Aktivnost je uspešna, kadar v največji možni meri dosega pričakovane rezultate.
2.15
učinkovitost
mera za ugotavljanje izkoristka vloženih virov, potrebnih za uresničitev danega cilja
OPOMBA: Aktivnost je učinkovita, če zmanjša uporabo virov do najmanjše možne mere ali daje boljše rezultate z uporabo
enakih virov.
2.16
elektronska knjiga
e-knjiga
digitalni dokument, ki je licenciran ali ne, v katerem prevladuje iskalno besedilo in ki ga je mogoče
obravnavati po analogiji s tiskano knjigo (monografijo)
OPOMBA 1: Način uporabe e-knjige je v mnogih primerih odvisen od razpoložljive naprave in/ali posebnega bralnika ali
programske opreme, potrebne za ogled.
OPOMBA 2: E-knjige si lahko uporabniki izposodijo na prenosni napravi (bralnik e-knjig) ali pa se vsebina prenese na
uporabnikov računalnik za omejeno časovno obdobje.
Opomba 3: Doktorske disertacije v elektronski obliki so vključene.
Opomba 4: Dokumenti, ki jih je digitalizira knjižnica, so vključeni.
[ISO 2789:2006, definicija 3.2.15]
2.17
vrednotenje
proces ocenjevanja uspešnosti, učinkovitosti, koristnosti in ustreznosti storitve ali opreme in
pripomočkov
SIST ISO 11620 : 2008
2.18
zunanji uporabnik
uporabnik knjižnice, ki ne sodi med potencialne uporabnike knjižnice
[ISO 2789:2006, definicija 3.3.8]
2.19
prostori in oprema
oprema, študijska mesta itd., namenjena uporabnikom knjižnice
OPOMBA: Vključeni so fotokopirni stroji, računalniški terminali, CD-ROM-delovne postaje, sedeži za branje in študijske
celice, izključeni pa sanitarije, kavarne in javni telefoni.
2.20
prostodostopni internetni viri
viri na internetu z neomejenim dostopom
[ISO 2789:2006, definicija 3.2.18]
2.21
ekvivalent polnega delovnega časa
FTE
mera za izražanje dela enega uslužbenca s polnim delovnim časom v enem letu
PRIMER: Če od treh oseb, ki so zaposlene kot bibliotekarji, ena dela za četrtino delovnega časa, ena za polovico
delovnega časa in ena za polni delovni čas, potem je FTE teh oseb 0,25 + 0,50 + 1,0 = 1,75 bibliotekarja (FTE).
OPOMBA: Ni nujno, da vse knjižnice uporabljajo enako število ur na leto za določanje FTE. Zato morajo vse primerjalne
meritve med knjižnicami upoštevati morebitne razlike v urah.
2.22
namen
želeno stanje zadev, ki naj bi ga dosegli z izvajanjem dogovorjenih politik
2.23
kazalec uspešnosti
izraz (ki je lahko številčni, simbolni ali besedni), ki je uporabljen za predstavitev aktivnosti (dogodkov,
predmetov, oseb), tako v količinskem kot kakovostnem pogledu, za oceno vrednosti značilnih
aktivnosti in z njimi povezanih metod
2.24
knjižnica
organizacija ali del organizacije, katere osrednji namen so gradnja in vzdrževanje knjižnične zbirke ter
omogočanje uporabe tistih informacijskih virov, storitev in pripomočkov, ki so potrebni za
zadovoljevanje informacijskih, raziskovalnih, izobraževalnih, kulturnih ali rekreacijskih potreb njenih
uporabnikov
OPOMBA 1: To so osnovne zahteve za knjižnico in ne izključujejo dodatnih virov in storitev, ki se pridružujejo njenemu
osnovnemu namenu.
OPOMBA 2: Kadar ima knjižnica več kot eno funkcijo (na primer šolska knjižnica in splošna knjižnica), se knjižnica navadno
sama odloči, katera je njena primarna funkcija, ali pa se, v izjemnih primerih, njene funkcije in podatki za
poročila ustrezno delijo.
[ISO 2789:2006, definicija 3.1.5]
OPOMBA 3: Tu so lahko vključene virtualne in/ali elektronske knjižnice, če upoštevajo osnovno definicijo knjižnice.
2.25
spletno mesto knjižnice
edinstvena domena na internetu, sestavljena iz vrste spletnih strani, ki jih objavlja knjižnica, da bi
zagotavljala dostop do knjižničnih storitev in virov
SIST ISO 11620 : 2008
OPOMBA 1: Strani spletnega mesta so navadno med seboj povezane z uporabo hipertekstnih povezav.
OPOMBA 2: Izključeni so dokumenti, ki ustrezajo definicijam elektronske zbirke ali prostodostopnih internetnih virov, do
katerih se je mogoče povezati s spletnega mesta knjižnice.
OPOMBA 3: Izključene so spletne storitve na domeni knjižnice, katerih operativnost zagotavljajo druge organizacije.
2.26
izposoja
transakcija neposredne izposoje ali dostave enote v neelektronski obliki (na primer knjige),
elektronskega dokumenta na fizičnem nosilcu (na primer CD-ROM-u) ali drugi napravi (na primer
bralniku e-knjig) ali posredovanje elektronskega dokumenta uporabniku za omejeno časovno obdobje
(npr. e-knjiga)
OPOMBA 1: Izposoje vključujejo tako podaljšanja izposoje, ki jih uporabnik zahteva sam, kot tudi evidentirano izposojo
znotraj knjižnice (izposoja v knjižnico). Podaljšanja izposoje je treba šteti ločeno.
OPOMBA 2: Izposoje vključujejo kopije dokumentov, zagotovljene na kraju, kjer se nahaja originalni dokument (vključno s
telefaksom), in izpise elektronskih dokumentov, ki jih osebje knjižnice naredi za uporabnike.
OPOMBA 3: Izposoje dokumentov v fizični obliki oddaljenim uporabnikom so tukaj vključene.
OPOMBA 4: Elektronski prenos dokumentov s posredovanjem knjižnice se šteje za elektronsko dostavo dokumentov, kadar
je njihova uporaba časovno neomejena. Tu so vključena posredovanja potencialnim uporabnikom knjižnice.
[ISO 2789:2006, definicija 3.3.14]
2.27
metapodatki
strukturirani podatki o podatkih, vključno s podatki, povezanimi z informacijskim sistemom ali z
informacijskim objektom, za potrebe opisa, administriranja, pravnih zahtev, tehnične funkcionalnosti,
rabe in uporabe ter varstva podatkov
OPOMBA: Povzeto po Dublin Core Metadata Initiative.
2.28
poslanstvo
izjava, ki jo odobrijo pristojni organi, v kateri so opredeljeni cilji knjižnice in ponudba njenih storitev ter
razvoj proizvodov
2.29
cilj
usmerjeni cilj aktivnosti, ki z uresničitvijo prispeva k doseganju cilja organizacije
2.30
uspešnost
uspešnost zagotavljanja knjižničnih storitev ter učinkovitost pri razporejanju in uporabi virov pri
zagotavljanju storitev
2.31
kazalec uspešnosti
številčni, simbolni ali besedni izraz, pridobljen iz knjižnične statistike in podatkov, ki se uporablja za
opis delovanja knjižnice
2.32
potencialni uporabniki knjižnice
število posameznikov, za katere je bila knjižnica ustanovljena, da jim zagotavlja storitve in gradivo
OPOMBA: Za splošne knjižnice je to navadno vse prebivalstvo upravnega območja (upravna enota); za knjižnice
visokošolskih izobraževalnih ustanov je to navadno skupno število akademskega in strokovnega osebja ter
študentov.
SIST ISO 11620 : 2008
2.33
kakovost
stopnja, na kateri skupek svojstvenih karakteristik izpolnjuje zahteve
OPOMBA 1: Izraz "kakovost" se lahko uporablja s pridevniki, kot so npr. slaba, dobra ali odlična.
OPOMBA 2: "Svojstven" za razliko od "dodeljen" pomeni, da v nečem ali na njem nekaj obstaja, zlasti kot trajna
karakteristika.
[ISO 9000:2005, definicija 3.1.1]
2.34
prevzeti zapis
formalni deskriptivni zapis, ki je bil uspešno zahtevan v podatkovni zbirki ali računalniškem katalogu
[ISO 2789:2006, definicija 3.3.19]
2.35
izdatki delovanja
tekoči izdatki
finančna sredstva, izdana za osebje in za vire, ki se uporabljajo in redno obnavljajo; izključeni so
investicijski izdatki, kot so glavne kapitalske postavke, nove stavbe, širitve in prenove obstoječih stavb
ter računalniška oprema
OPOMBA: izdatki delovanja se v različnih ustanovah, organih in državah izračunavajo na različne načine in pri tem očitno
ni mogoče najti enotnega načina za izračunavanje. Izračun bo moral biti izveden v skladu z ustaljeno prakso in
kontekstom, v katerem se izvaja. To tudi pomeni, da so primerjave veljavne le, kadar so izračuni opravljeni po
enakih načelih. Izdatki delovanja navadno vključujejo: plače in nadomestila (vključno z dodatki in drugimi
ugodnostmi za zaposlene), stroške za nabavo gradiva za zbirko, administrativne stroške, stroške vzdrževanja
stavb, zbirk itd., stroške najema ali stroške zavarovanja stavb in opreme ter druge obratovalne stroške
(ogrevanje, osvetljava, električna energija itd.). Kjer je to izvedljivo, se vključijo tudi lokalni in nacionalni davki od
nakupa/prodaje, kot so davek na dodano vrednost (DDV)), razen kadar se kazalec uspešnosti uporablja za
mednarodne primerjave.
2.36
registrirani uporabnik
oseba ali organizacija, ki se je včlanila v knjižnico, da bi v skladu z njenimi pravili uporabljala njeno
knjižnično zbirko in/ali storitve v knjižničnih prostorih ali zunaj njih
OPOMBA: Uporabnike je mogoče včlaniti na njihovo zahtevo ali avtomatično z vpisom v institucijo.
[ISO 2789:2006, definicija 3.3.20]
2.37
zavrnjena seja
zavrnitev
neuspešna zahteva za dostop do podatkovne zbirke ali računalniškega kataloga, zavrnjena zaradi
preseganja trenutne omejitve števila hkratnih uporabnikov
OPOMBA: Zavrnitev zahteve zaradi napačnega uporabniškega gesla je izključena.
[ISO 2789:2006, definicija 3.3.21]
2.38
zanesljivost
stopnja, do katere ukrep ponovljivo in konsistentno daje enake rezultate
2.39
seja
uspešna zahteva po podatkovni zbirki ali računalniškem katalogu
SIST ISO 11620 : 2008
OPOMBA 1: Seja je en cikel uporabnikove aktivnosti, ki se navadno začne, ko se uporabnik prijavi v podatkovno zbirko ali
računalniški katalog, in se konča z eksplicitno odjavo (z zapustitvijo podatkovne zbirke z odjavo ali izhodom) ali
implicitno (potek časa zaradi uporabnikove neaktivnosti) prekinitvijo aktivnosti v podatkovni zbirki. Povprečno
časovno obdobje neaktivnosti uporabnika je omejeno na 30 minut. Če se uporablja drugačno časovno obdobje,
je treba o tem poročati.
OPOMBA 2: Seje na spletnem mestu knjižnice se štejejo za virtualne obiske.
OPOMBA 3: Zahteve po dostopu do spletne vstopne strani ali portala knjižnice je treba izključiti.
OPOMBA 4: Zahteve spletnih iskalnikov je treba izključiti, kadar je to mogoče.
[ISO 2789:2006, definicija 3.3.25]
2.40
posebna dotacija
izredna dotacija za financiranje (ali delno financiranje) projektov
[ISO 2789:2006, definicija 3.5.4]
2.41
ciljna populacija
skupine dejanskih in morebitnih uporabnikov, ki jih posamezna knjižnica šteje za primarne uporabnike
specifičnih storitev ali za primarne uporabnike specifičnih gradiv
2.42
naslov
besedilo v glavi dokumenta, ki ga identificira in ga navadno razlikuje od drugih
[ISO 5127:2001, definicija 4.2.1.4.0.1]
OPOMBA: Za namene meritev izraz "naslov" opisuje dokument, ki tvori ločeno enoto z značilnim naslovom, ne glede na to,
ali se pojavlja v eni ali več fizičnih enotah, in ne glede na število izvodov dokumenta, ki jih hrani knjižnica.
2.43
uporabnik
prejemnik storitev knjižnice
OPOMBA: Prejemnik je lahko oseba ali institucija, vključno s knjižnicami.
2.44
usposabljanje uporabnikov
program usposabljanja, ki je bil vzpostavljen z določenim načrtom izvedbe učnih vsebin, katerih cilj so
specifični učni rezultati za uporabo knjižnice in drugih informacijskih storitev
OPOMBA 1: Usposabljanje uporabnikov je mogoče izvesti kot vodstvo po knjižnici, kot vpogled v delovanje knjižnice ali kot
spletna storitev za uporabnike.
OPOMBA 2: Čas trajanja izvedbe učnih vsebin ni pomemben.
[ISO 2789:2006, definicija 3.3.28]
2.45
veljavnost
stopnja, do katere mora kazalec uspešnosti dejansko meriti tisto, kar naj bi meril
2.46
virtualni obisk
uporabnikova zahteva na spletnem mestu knjižnice zunaj prostorov knjižnice ne glede na število
ogledanih strani ali elementov
SIST ISO 11620 : 2008
OPOMBA 1: Obiskovalec spletnega mesta je ali edinstven in identificiran program spletnega brskalnika ali identificiran
IP-naslov, ki dostopa do strani spletnega mesta knjižnice.
OPOMBA 2: Če interval med dvema zaporednima zahtevama na splošno ni daljši od 30 minut, se šteje za del istega
virtualnega obiska. Daljši interval pomeni nov virtualni obisk.
OPOMBA 3: Spletne strežnike, ki zagotavljajo storitve, katerih statistike se sporočajo drugim spletnim mestom, je treba
izključiti iz statistike spletnega mesta knjižnice.
[ISO 2789:2006, definicija 3.3.29]
2.47
obisk
oseba (posameznik), ki vstopi v prostore knjižnice
[ISO 2789:2006, definicija 3.3.30]
OPOMBA: Vključuje tako enkratno štetje kot tudi razmerja med posameznimi štetji, dokler se uporabljajo za opredeljevanje
uspešnosti knjižnice.
3 Oznake
Po dogovoru so v celotnem besedilu imena kazalcev uspešnosti natisnjena z velikimi začetnicami za
značilna poimenovanja, kot so na primer Obisk na potencialnega uporabnika, da bi na ta način
razlikovali poimenovanja kazalcev uspešnosti od spremnega besedila.
4 Kriteriji in opis
4.1 Splošno
4.1.1 Namen kazalcev uspešnosti je:
a) delovati kot orodja za ocenjevanje kakovosti in uspešnosti storitev, virov in drugih dejavnosti, ki
jih zagotavlja knjižnica, ter
b) ocenjevati učinkovitosti virov, ki jih knjižnica nameni za opravljanje teh storitev in drugih
dejavnosti.
4.1.2 Dodatek B predstavlja nabor kazalcev uspešnosti, ki so bili temeljito preskušeni s splošno
uporabo v knjižnicah ali z eksplicitnim preskušanjem, ki so ga izvedli raziskovalci ter ga pozneje
dokumentirali v literaturi. Nekateri opisi kazalcev uspešnosti vključujejo modifikacije, ki odražajo
praktične izkušnje ali potrebo po posplošitvi kazalcev uspešnosti za splošno uporabo.
4.1.3 Vsi kazalci uspešnosti, vključeni v dodatek B, izpolnjujejo kriterije, predstavljene v točki 4.2, in so
oblikovani v skladu z opisom, predstavljenim v točki 4.3. Kazalci uspešnosti, ki bodo dodani v revizijah
tega mednarodnega standarda, bodo morali izpolnjevati enake kriterije in slediti enakemu opisu, kot je
naveden v tem mednarodnem standardu.
4.1.4 Za zajemanje drugih dejavnosti in storitev ali pa za posebne namene se lahko razvijejo novi ali
nadomestni kazalci uspešnosti. Priporočljivo je, da so taki kazalci uspešnosti ovrednoteni in opisani v
skladu s točkama 4.2 in 4.3 (glej tudi točko 5).
OPOMBA: Poskrbeti je treba, da je opisovanje kazalcev uspešnosti individualno in neodvisno od ostalih kazalcev
uspešnosti. To ne pomeni, da je treba kazalce uspešnosti uporabljati medsebojno izolirano. Pri zbiranju
podatkov bo v mnogih primerih mogoče in praktično zbirati podatke za dva ali več kazalcev uspešnosti hkrati,
kot je to prikazano v večini priročnikov.
SIST ISO 11620 : 2008
4.2 Kriteriji
4.2.1 Zaradi potrebe po usklajenosti s tem mednarodnim standardom mora biti kazalec uspešnosti
knjižnice predhodno temeljito preskušen, validiran in (po možnosti) dokumentiran v literaturi. Kazalci
uspešnosti, ki so že v splošni uporabi v knjižnicah, se lahko sprejmejo, čeprav niso bili izrecno
dokumentirani.
4.2.2 Pri preskušanju kazalcev uspešnosti se uporabljajo naslednji kriteriji:
a) Informativna vsebina. Kazalec uspešnosti mora biti informativen kot orodje za merjenje aktivnosti,
za prepoznavanje dosežkov ter za prepoznavanje težav in slabosti v delovanju knjižnice, ki
omogoča uvedbo ukrepov za izboljšanje stanja. Zagotavljal naj bi informacije za odločanje, na
primer za postavljanje ciljev, proračunskih postavk ter za določanje prioritet storitvam in
aktivnostim.
b) Zanesljivost. Kazalec uspešnosti mora biti zanesljiv, kar pomeni, da ob ponovni uporabi v enakih
okoliščinah konsistentno daje enak rezultat.
OPOMBA: Dejstvo, da kazalec uspešnosti odraža osnovno variabilnost podatkov, kot so sezonska nihanja ali
fluktuacije pri izposoji, samo po sebi ne pomeni, da kazalec ni zanesljiv.
c) Veljavnost. Kazalec uspešnosti mora biti veljaven, kar pomeni, da mora meriti tisto, kar naj bi
meril.
OPOMBA: Dejstvo, da so nekateri kazalci uspešnosti zgolj posredni ali pa so le grobe ocene, samo po sebi ne
pomeni, da kazalci niso veljavni.
d) Primernost. Kazalec uspešnosti mora biti primeren za predvideni namen. To pomeni, da morajo
biti enote in lestvice primerne, postopki, ki so potrebni za izvedbo merjenja, pa naj bodo v skladu
s postopki v knjižnici, fizično razporeditvijo prostorov itd.
e) Praktičnost. Kazalec uspešnosti mora biti praktičen, kar pomeni, da uporablja podatke, ki jih
knjižnica pridobi z razumno mero vloženih virov glede porabe časa in sposobnosti osebja,
stroškov izvedbe ter časa in potrpežljivosti uporabnikov.
Če je kazalec uspešnosti namenjen primerjavi knjižnic, je treba upoštevati šesti kriterij [točka f)].
f) Primerljivost. Kazalec uspešnosti knjižnice omogoča primerjavo rezultatov med knjižnicami;
kadar je rezultat enak (z dopustnimi odstopanji pri njegovi pravilnosti), je raven kakovosti storitev
ali raven učinkovitosti v primerjanih knjižnicah enaka (glej tudi točko 5.3.5).
OPOMBA 1: Bistvenega pomena je zagotoviti primerljivost aktivnosti, ki se merijo.
OPOMBA 2: Ta kriterij zadostuje za razvrščanje knjižnic po rezultatu kazalca uspešnosti, ne zadostuje pa za ugotovitev, da
je, na primer, knjižnica z dvakrat višjim rezultatom dvakrat boljša od neke druge.
4.3 Opis
4.3.1 Splošno
Kazalci uspešnosti, vključeni v dodatek B, so opisani v skladu z naslednjim okvirjem, ki naj se
upošteva tudi pri razvojnih opisih novih ali alternativnih kazalcev uspešnosti.
4.3.2 Pristop uravnoteženega sistema kazalcev
Prikaz kazalcev uspešnosti v tem mednarodnem standardu upošteva pristop uravnoteženega sistema
kazalcev (glej vir [11]). Ta pristop oblikuje strukturo kazalca uspešnosti s štirimi glavnimi področji
merjenja:
SIST ISO 11620 : 2008
a) Viri, Dostop in Infrastruktura, kjer so kazalci uspešnosti, ki merijo ustreznost in dostopnost
knjižničnih virov in storitev (npr. osebje, naslovi, javno dostopne računalniške delovne postaje);
b) Uporaba, kjer so kazalci uspešnosti, ki merijo uporabo knjižničnih virov in storitev (npr. izposoje
knjižničnega gradiva, prevzemanje elektronskih virov ter uporabo prostorov in opreme);
c) Učinkovitost, kjer so kazalci uspešnosti, ki merijo učinkovitost virov in storitev (na primer stroški
izposoje, stroški sej v elektronskih virih ali stroški prevzemov podatkov, čas, potreben za
pridobitev ali obdelavo dokumenta, in delež pravilnih odgovorov);
d) Potenciali in Razvoj, kjer so kazalci uspešnosti, ki merijo vložek knjižnice v razvoj novih storitev
in območja virov ter njeno sposobnost za pridobivanje zadostnih sredstev za razvoj (na primer
odstotek izdatkov za elektronske vire in za udeležbo osebja na formalnem usposabljanju).
Ta organizacija omogoča uporabnikom tega mednarodnega standarda prepoznavanje glavnih področij
za meritve uspešnosti glede na vsebino in vrsto kazalca uspešnosti.
Kazalci uspešnosti se nadalje delijo na pet območij storitev/virov, ki se nanašajo na knjižnične zbirke,
dostop, prostore in opremo, osebje ter na splošni del.
4.3.3 Opis kazalcev uspešnosti
4.3.3.1 Splošno
Opis vsakega kazalca uspešnosti mora biti predstavljen tako, kot je prikazano v točkah od 4.3.3.2 do
4.3.3.9.
4.3.3.2 Ime
Vsak kazalec uspešnosti mora imeti edinstveno, opisno ime.
4.3.3.3 Cilj
Vsak kazalec uspešnosti mora imeti jasno določen cilj, opredeljen v izrazih za storitev(-ve),
dejavnost(-i) ali uporabo(-e) virov, ki se vrednotijo.
4.3.3.4 Področje uporabe kazalca uspešnosti
V področju uporabe morajo biti navedene vrste knjižnic, za katere je kazalec uspešnosti mogoče
uporabiti.
V področju uporabe je lahko navedeno tudi, ali je kazalec primeren za primerjavo med knjižnicami in ali
glede primerljivosti obstajajo kakršne koli omejitve.
Področje uporabe lahko vključuje tudi druge omejitve pri uporabi kazalca uspešnosti.
OPOMBA: V navedbi področja uporabe je mogoče vključiti omejitve, primere in situacije, s katerimi se prikaže, kako je
kazalec uspešnosti mogoče uporabiti. Na primer, v področju uporabe je mogoče navesti, ali je neki kazalec
uspešnosti primeren le za določene dele knjižnične zbirke, kot je zbirka za izposojo ali referenčna zbirka, ali pa
je kazalec uspešnosti mogoče uporabiti tako za knjižnične storitve ali dejavnosti kot za celoto, za posamezne
knjižnične storitve ali pa za prikazovanje razlik med posameznimi skupinami ali deli potencialnih uporabnikov.
4.3.3.5 Definicija kazalca uspešnosti
Za vsak kazalec uspešnosti mora biti edinstveno določeno, katere podatke je treba zbirati in/ali kakšne
povezave je treba vzpostaviti med njimi.
Ta navedba naj vključuje tudi definicije posebnih izrazov, uporabljenih v definiciji kazalca uspešnosti,
če ti niso že razloženi kje drugje v tem mednarodnem standardu, ter tudi izrazov, s katerimi je (so)
SIST ISO 11620 : 2008
opisana(-e) uporabljena(-e) metoda(-e).
Nedvoumnih izrazov, uporabljenih v običajnem pomenu, ni treba pojasnjevati.
4.3.3.6 Metoda
Podatki, ki se zbirajo, ter izračuni, ki se naredijo, morajo biti opisani kratko in jedrnato.
Kadar je za določitev vrednosti kazalca uspešnosti treba merjenje ponoviti, je treba to jasno navesti.
Kadar se različni podatki in izračuni uporabljajo za isti kazalec uspešnosti, sta lahko hkrati opisani dve
ali več enakovrednih metod.
OPOMBA: Na primer, pri uporabi skupnega števila namesto vzorčenja in pri uporabi neposrednega merjenja namesto
ocene, ki temelji na različnih podatkih.
Kadar je opisana več kot ena metoda, mora biti najprej opisana tista, ki se najpogosteje uporablja.
Navedeni opisi ne smejo vključevati splošnih statističnih metod, kot so postopki vzorčenja, velikosti
vzorca, ocene intervalov zaupanja, statistični testi itd.
Pri uporabi vprašalnika se ne opisuje celotna zasnova vprašalnika, ampak so vključeni le zastavljeno(-a)
vprašanje(-a) in rezultati.
V opisih metod mora biti navedeno, koliko dela je treba vložiti v pripravo, zbiranje podatkov in analizo
rezultatov, kadar je to mogoče.
4.3.3.7 Interpretacija in dejavniki, ki vplivajo na kazalec uspešnosti
Razlaga lahko vključuje informacije, potrebne za interpretacijo rezultatov, dobljenih pri uporabi kazalca
uspešnosti.
OPOMBA: Podati je mogoče celoten razpon kazalca uspešnost, prav tako je mogoče navesti, katera vrednost – najmanjša,
največja ali optimalna – uporabniku tega mednarodnega standarda najbolje ovrednoti stanje.
Interpretacija lahko vključuje informacije o pričakovani variabilnosti, kot so razlike v posameznih
obdobjih leta ali v posameznih urah dneva.
Ta interpretacija lahko vključuje tudi informacije o notranjih in zunanjih dejavnikih, vezanih na
knjižnico, ki bodo vplivali na rezultate, kar bo v pomoč pri uporabi kazalca uspešnosti kot orodja za
diagnozo. Te informacije naj se pridobijo tako, da je mogoče razpoznati, kateri ukrepi knjižnice lahko
privedejo do želenih sprememb stanja.
4.3.3.8 Vir(-i)
Bibliografske navedbe omogočajo dokumentiranje vira kazalca uspešnosti. Opis naj jasno navaja, ali
je kazalec uspešnosti, opisan v tem mednarodnem standardu, modificirana verzija kazalca uspešnosti,
opisanega v izvirnem dokumentu.
Kadar se ime kazalca uspešnosti razlikuje od imena, uporabljenega v izvirnem dokumentu, je treba
originalno ime navesti v oklepajih za bibliografsko navedbo.
Bibliografske navedbe lahko vključujejo dokumente, ki podajajo podrobnejše informacije o uporabi
kazalca uspešnosti, metodah zbiranja podatkov in analiziranja itd.
4.3.3.9 Povezani kazalec(-ci) uspešnosti (neobvezno)
Kjer je to primerno, naj bo navedeno razmerje med kazalci uspešnosti v tem mednarodnem standardu.
SIST ISO 11620 : 2008
5 Uporabe kazalcev uspešnosti
5.1 Splošna priporočila
5.1.1 Kazalce uspešnosti, opisane v tem mednarodnem standardu, je mogoče učinkovito uporabljati
za vrednotenje knjižnic. V tem procesu se vrednotijo tako kakovost in uspešnost knjižničnih storitev ter
drugih dejavnosti kot tudi učinkovitost uporabe virov knjižnice glede na poslanstvo, namene in cilje
knjižnice.
5.1.2 Kazalci uspešnosti naj bodo povezani s sistematičnim načrtovanjem in vrednotenjem knjižnice.
Poleg tega naj se redno izvajajo procesi merjenja in vrednotenja delovanja knjižnice. O rezultatih naj
se poroča tako, da je zagotovljena podpora v procesu odločanja in se prikaže, kako knjižnica opravlja
svoje poslanstvo.
5.1.3 Kot orodje za načrtovanje in vrednotenje knjižnice imajo kazalci uspešnosti dva poglavitna cilja:
a) olajšati nadzor v procesu vodenja;
b) služiti kot podlaga za povezavo in za dialoge med osebjem knjižnice, financerji in uporabniki.
Sekundarni cilj je uporaba v primerjalnih analizah uspešnosti knjižnic in ponudnikov informacijskih
storitev, ki imajo enako poslanstvo in cilje.
5.1.4 V zadnjih letih so knjižnice v ta namen uporabljale veliko različnih kazalcev uspešnosti. Nekateri
kazalci uspešnosti so se zelo intenzivno uporabljali in danes predstavljajo ustaljeno prakso. V zadnjih
letih so se pojavljali tudi poskusi združevanja prejšnjih raziskovalnih prizadevanj na tem področju in
tako prispevali k doseganju soglasja med strokovnjaki pri naboru kazalcev uspešnosti in pri načinu
njihove uporabe v vsakdanjem delovanju knjižnice.
5.1.5 Področja vrednotenja knjižnic se kontinuirano razvijajo in
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.
Loading comments...