1、 Collection of SANS standards in electronic format (PDF) 1. Copyright This standard is available to staff members of companies that have subscribed to the complete collection of SANS standards in accordance with a formal copyright agreement. This document may reside on a CENTRAL FILE SERVER or INTRA
2、NET SYSTEM only. Unless specific permission has been granted, this document MAY NOT be sent or given to staff members from other companies or organizations. Doing so would constitute a VIOLATION of SABS copyright rules. 2. Indemnity The South African Bureau of Standards accepts no liability for any
3、damage whatsoever than may result from the use of this material or the information contain therein, irrespective of the cause and quantum thereof. ISBN 978-0-626-23305-1 SANS 11620:2009Edition 1ISO 11620:2008Edition 2SOUTH AFRICAN NATIONAL STANDARD Information and documentation Library performance i
4、ndicators This national standard is the identical implementation of ISO 11620:2008 and is adopted with the permission of the International Organization for Standardization. Published by SABS Standards Division 1 Dr Lategan Road Groenkloof Private Bag X191 Pretoria 0001Tel: +27 12 428 7911 Fax: +27 1
5、2 344 1568 www.sabs.co.za SABS SANS 11620:2009 Edition 1 ISO 11620:2008 Edition 2 Table of changes Change No. Date Scope National foreword This South African standard was approved by National Committee SABS SC 46C, Information and documentation Identification and description, in accordance with proc
6、edures of the SABS Standards Division, in compliance with annex 3 of the WTO/TBT agreement. This SANS document was published in September 2009. Reference numberISO 11620:2008(E)ISO 2008INTERNATIONAL STANDARD ISO11620Second edition2008-08-15Information and documentation Library performance indicators
7、 Information et documentation Indicateurs de performance des bibliothques SANS 11620:2009This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 11620:2008(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobes
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11、t 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 ISOs member body in the country of the requester. ISO copyright office Case postale 5
12、6 CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ii ISO 2008 All rights reservedSANS 11620:2009This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 11620:2008(E)
13、ISO 2008 All rights reserved iiiContents 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 Descriptio
14、n 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 Lin
15、king 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 SANS 11620:2009This s tandard may only be used and printed
16、by approved subscription and freemailing clients of the SABS .ISO 11620:2008(E) iv ISO 2008 All rights reservedForeword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards i
17、s 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 par
18、t 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 p
19、repare 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 tha
20、t 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
21、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 resour
22、ces into a single document, and includes technical updates to performance indicators of electronic and traditional library services and resources. SANS 11620:2009This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 11620:2008(E) ISO 2008 All r
23、ights reserved vIntroduction 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
24、 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
25、 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 prepa
26、red 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 inc
27、luded 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
28、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 la
29、ck 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 a
30、nd 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
31、 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 incorpora
32、ted 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 li
33、braries, 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, a
34、nd 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 o
35、r 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
36、 within it (see Clause 5). SANS 11620:2009This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 11620:2008(E) vi ISO 2008 All rights reservedMore detailed information concerning methodology and analysis in establishing performance indicators in
37、 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 publish
38、ed as amendments to this International Standard as rapidly as possible after ballot submitted to the national committees. SANS 11620:2009This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .INTERNATIONAL STANDARD ISO 11620:2008(E) ISO 2008 All rig
39、hts reserved 1Information 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
40、 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 performan
41、ce 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
42、 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
43、 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
44、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 in
45、clude 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 SANS 1162
46、0:2009This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 11620:2008(E) 2 ISO 2008 All rights reserved2.6 computer file data or software program, e.g. computer game, language course and other application software that is available on computer
47、-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-
48、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
49、 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
