1、BSI Standards PublicationBS ISO 11620:2014Information anddocumentation Libraryperformance indicatorsBS ISO 11620:2014 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of ISO 11620:2014. Itsupersedes BS ISO 11620:2008 which is withdrawn.The UK participation in its prepa
2、ration was entrusted to TechnicalCommittee IDT/2/15, Library and publishing statistics.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the necessaryprovisions of a contract. Users are responsible for it
3、s correctapplication. The British Standards Institution 2014. Published by BSI StandardsLimited 2014ISBN 978 0 580 72924 9ICS 01.140.20Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theStandards Policy and St
4、rategy Committee on 30 June 2014.Amendments issued since publicationDate Text affectedBS ISO 11620:2014 ISO 2014Information and documentation Library performance indicatorsInformation et documentation Indicateurs de performance des bibliothquesINTERNATIONAL STANDARDISO11620Third edition2014-06-01Ref
5、erence numberISO 11620:2014(E)BS ISO 11620:2014ISO 11620:2014(E)ii ISO 2014 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2014All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanic
6、al, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester.ISO copyright officeCase postale 56 CH-1211 Geneva 20Tel. + 41 22 749 01 11Fax
7、 + 41 22 749 09 47E-mail copyrightiso.orgWeb www.iso.orgPublished in SwitzerlandBS ISO 11620:2014ISO 11620:2014(E) ISO 2014 All rights reserved iiiContents PageForeword ivIntroduction v1 Scope . 12 Terms and definitions . 13 Criteria and descriptive framework 103.1 General 103.2 Criteria 113.3 Descr
8、iptive framework . 124 Uses of performance indicators .144.1 General 144.2 Selection of performance indicators . 144.3 Limitations .15Annex A (normative) List of performance indicators for libraries 17Annex B (normative) Description of performance indicators 21Bibliography .99BS ISO 11620:2014ISO 11
9、620:2014(E)ForewordISO (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
10、 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 a
11、ll matters of electrotechnical standardization.The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. T
12、his document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any o
13、r all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users
14、 and does not constitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplementary
15、 informationThe committee responsible for this document is ISO/TC 46, Information and documentation, Subcommittee SC 8, Quality Statistics and performance evaluation.This third edition cancels and replaces the second edition (ISO 11620:2008), which has been technically revised.iv ISO 2014 All rights
16、 reservedBS ISO 11620:2014ISO 11620:2014(E)IntroductionThis International Standard is concerned with the evaluation of libraries of all types.The main purpose of this International Standard is to endorse the use of performance indicators regarding the quality of library services in libraries and to
17、spread knowledge about how to conduct performance measurement.This International Standard specifies the requirements of a performance indicator for libraries and establishes a set of indicators to be used by libraries of all types. It also provides guidance on how to implement performance indicators
18、 in libraries where such indicators are not already in use.The quality of library services is related to the broader topic of quality management and quality assurance. This International Standard acknowledges and supports the International Standards prepared by ISO/TC 176.This International Standard
19、 provides a standardized terminology and concise definitions of the performance indicators. Furthermore, this International Standard contains concise descriptions of the indicators and of the collection and the analysis of data needed. Detailed information concerning methodology and analysis is prov
20、ided in the publications listed in the Bibliography.Every indicator in this International Standard is given a unique name. This name sometimes differs from the literature upon which its description is based. Such differences are documented in the descriptions of the indicators.The performance indica
21、tors included in this International Standard are either in widespread use, well documented in the literature, or sufficiently field-tested and validated through national efforts. Some of the descriptions of indicators incorporate modifications of indicators described elsewhere; these reflect the pra
22、ctical 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
23、of this International Standard, there was a general lack of tested and well-documented indicators. In addition, electronic services will continue to develop and evolve, and such evolution will require monitoring as related to the indicators in this International Standard. The library and information
24、 community is encouraged to establish mechanisms and to give high priority to developing relevant indicators for existing and emerging library services and resources.This International Standard will be maintained by a working group that will monitor developments and incorporate additional indicators
25、 as they are tested and validated. ISO 2014 All rights reserved vBS ISO 11620:2014BS ISO 11620:2014Information and documentation Library performance indicators1 ScopeThis International Standard is applicable to all types of libraries in all countries. However, not all performance indicators apply to
26、 all libraries. Limitations on the applicability of individual performance indicators are listed in the scope clause of the description of each indicator (see Annex B).Performance indicators can be used for comparison over time within the same library. Comparisons between libraries can also be made,
27、 but only with caution. Comparisons between libraries will need to take into account any differences in the constituencies of the libraries and library attributes, with a good understanding of the indicators used, limitations to comparisons, and careful interpretation of the data.There are other lim
28、itations to the performance indicators in this International Standard that depend on local factors, such as the community the library serves, service mandates, and technology infrastructure configuration. Results from the use of performance indicators in this International Standard are intended to b
29、e interpreted with regard to these factors.Performance indicators are not specified for all services, activities, and uses of the resources of the library, either because such indicators have not been proposed and tested at the time of formulation of this International Standard, or because they did
30、not fulfil the criteria specified (see 4.2).The performance indicators included in this International Standard do not reflect all possible measures or evaluation techniques. This International Standard offers accepted, tested, and publicly accessible (i.e. non-proprietary) methodologies and approach
31、es to measuring a range of library service performance.This International Standard is not intended to exclude the use of performance indicators not specified in it.This International Standard does not include indicators for assessing the impact of library services either on individuals, the communit
32、ies that libraries serve, or on society at this time. Library impact assessment will be dealt with by a specific International Standard (ISO 16439).Throughout the text, the names of indicators are printed with initial capitals for significant words, e.g. Library Visits per Capita. This helps to dist
33、inguish the names from supporting text.2 Terms and definitionsFor the purposes of this document, the following terms and definitions apply.2.1accesssuccessful request of a library-provided online serviceNote 1 to entry: An access is one cycle of user activities that typically starts when a user conn
34、ects to a library-provided online service and ends by a terminating activity that is either explicit (by leaving the database through log-out or exit) or implicit (timeout due to user inactivity).Note 2 to entry: Accesses to the library website are counted as virtual visits.Note 3 to entry: Requests
35、 of a general entrance or gateway page should be excluded.Note 4 to entry: If possible, requests by search engines should be excluded.SOURCE: ISO 2789:2013, 2.2.1INTERNATIONAL STANDARD ISO 11620:2014(E) ISO 2014 All rights reserved 1BS ISO 11620:2014ISO 11620:2014(E)2.2accessibilityease of reaching
36、and using a service or facility2.3active borrowerregistered user who has borrowed at least one item during the reporting periodNote 1 to entry: This count underrates the number of active users, but is still for many libraries the only manageable measure.SOURCE: ISO 2789:2013, 2.2.22.4active userregi
37、stered user who has visited or made use of library facilities or services during the reporting periodNote 1 to entry: This includes active borrowers.Note 2 to entry: This can include the use of electronic library services, if it is possible, to identify electronic use and virtual visits of the indiv
38、idual user, or if data can be obtained by means of surveys.Note 3 to entry: If a library identifies non-registered active users, e.g. by surveys, these should be counted separately.SOURCE: ISO 2789:2013, 2.2.32.5appropriatenesssuitability of any given indicator for evaluating a specific activity2.6a
39、vailabilitydegree to which content, documents, facilities, or services are actually provided by the library at the time required by users2.7content unitcomputer-processed uniquely identifiable textual or audio-visual piece of published work that can be original or a digest of other published workNot
40、e 1 to entry: This includes documents or parts of documents (e.g. articles, abstracts, content tables, images) and descriptive records.Note 2 to entry: Adapted from COUNTER code of practice, Release 3:2008.Note 3 to entry: PDF, Postscript, HTML, and other formats of the same content unit will be cou
41、nted as separate items.SOURCE: ISO 2789:2013, 2.3.92.8databasecollection of electronically stored descriptive records or content units (including facts, texts, pictures, and sound) with a common user interface and software for the retrieval and manipulation of the dataNote 1 to entry: The units or r
42、ecords are usually collected with a particular intent and are related to a defined topic. A database can be issued on CD-ROM, diskette, or other direct-access method, or as a computer file accessed via dial-up methods or via the Internet.Note 2 to entry: Licensed databases are counted separately eve
43、n if access to several licensed database products is effected through the same interface.2 ISO 2014 All rights reservedBS ISO 11620:2014ISO 11620:2014(E)Note 3 to entry: A common interface providing access to a packet of serials or digital documents, usually offered by a publisher or vendor, is also
44、 to be counted as database. Additionally, the single serials or digital documents should be counted as serials or digital documents.SOURCE: ISO 2789:2013, 2.3.102.9descriptive recordcomputer-processed bibliographic or other individual record in a standard format that references and/or describes a do
45、cument in any physical form or a content unitNote 1 to entry: A collection of descriptive records is usually published in the form of a database.Note 2 to entry: The record can include elements such as title, author, subject, abstract, date of origin, etc.SOURCE: ISO 2789:2013, 2.3.122.10digital doc
46、umentinformation unit with a defined content, born digital, or digitized, that has been created or digitized by the library or acquired in digital form as part of the library collectionNote 1 to entry: This includes eBooks, electronic patents, networked audiovisual documents, and other digital docum
47、ents, e.g. reports, cartographic and music documents, preprints, etc. Databases and electronic serials are excluded.Note 2 to entry: Items incorporated in databases are covered by 3.8.Note 3 to entry: A digital document can be structured into one or more files.Note 4 to entry: A digital document con
48、sists of one or more content units. Before digitization, the library has to decide which content units should be searchable afterwards, e.g. articles in serials or songs on records.SOURCE: ISO 2789:2013, 2.3.132.11digitizationprocess of converting analogue materials into digital formNote 1 to entry:
49、 Digitization for document supply from the library collection to a user or institution is excluded.Note 2 to entry: Digitization for preservation purposes is included.Note 3 to entry: Mass digitization is included.Note 4 to entry: Purchase of electronic copies for replacing print copies is excluded.SOURCE: ISO 2789:2013, 2.3.152.12documentrecorded information or material object, which can be treated as a unit in a documentation processNote 1 to entry: Documents can differ in form and characteristics.SOURCE: ISO 5127:2001, 1.2.022.13down
