SIST ISO 11620:2008
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
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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,
...
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 Th
...
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
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© 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.
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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
...
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 vs
...
Questions, Comments and Discussion
Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.