1、BS ISO26362:2009ICS 01.040.03; 03.020NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBRITISH STANDARDAccess panels inmarket, opinion andsocial research Vocabulary and servicerequirementsThis British Standardwas published under theauthority of the StandardsPolicy and StrategyCom
2、mittee on 31 March2009 BSI 2009ISBN 978 0 580 61093 6Amendments/corrigenda issued since publicationDate CommentsBS ISO 26362:2009National forewordThis British Standard is the UK implementation of ISO 26362:2009.The UK participation in its preparation was entrusted to TechnicalCommittee SVS/3, Market
3、 research.A list of organizations represented on this committee can be obtained onrequest to its secretary.This publication does not purport to include all the necessary provisionsof a contract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immuni
4、tyfrom legal obligations.BS ISO 26362:2009Reference numberISO 26362:2009(E)ISO 2009INTERNATIONAL STANDARD ISO26362First edition2009-01-15Access panels in market, opinion and social research Vocabulary and service requirements Access panels pour les tudes de march, tudes sociales et dopinion Vocabula
5、ire et exigences de service BS ISO 26362:2009ISO 26362:2009(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobes 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
6、the computer performing the editing. In downloading this file, parties accept therein the responsibility of not infringing Adobes 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
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8、form the Central Secretariat at the address given below. COPYRIGHT PROTECTED DOCUMENT ISO 2009 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, witho
9、ut 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 56 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 2009 All righ
10、ts reservedBS ISO 26362:2009ISO 26362:2009(E) ISO 2009 All rights reserved iiiContents Page Foreword iv Introduction v 1 Scope . 1 2 Normative references . 1 3 Terms and definitions. 1 4 Requirements 3 4.1 General requirement. 3 4.2 Organization and responsibility 4 4.3 Recruitment of new panel memb
11、ers. 4 4.4 Access panel structure and size. 6 4.5 Access panel management 7 4.6 Access panel usage 9 4.7 Client reporting . 11 4.8 Professional rules of conduct . 11 Annex A (informative) References to clauses of ISO 20252:2006 in this International Standard 13 BS ISO 26362:2009ISO 26362:2009(E) iv
12、ISO 2009 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 is normally carried out through ISO technical committees. Each member body intereste
13、d 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 Com
14、mission (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 techni
15、cal 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 sh
16、all not be held responsible for identifying any or all such patent rights. ISO 26362 was prepared by Technical Committee ISO/TC 225, Market, opinion and social research. BS ISO 26362:2009ISO 26362:2009(E) ISO 2009 All rights reserved vIntroduction The intention and objective of this International St
17、andard is to apply the quality requirements as specified in ISO 20252 to market, opinion and social research by the use of access panels and to harmonize already available national standards on this issue. Requirements only apply where these services are provided. This International Standard is inte
18、nded to supplement and be used in conjunction with ISO 20252. BS ISO 26362:2009BS ISO 26362:2009INTERNATIONAL STANDARD ISO 26362:2009(E) ISO 2009 All rights reserved 1Access panels in market, opinion and social research Vocabulary and service requirements 1 Scope This International Standard specifie
19、s the terms and definitions, as well as the service requirements, for organizations and professionals who own and/or use access panels for market, opinion and social research. It develops the criteria against which access panel providers can be evaluated and against which the quality of access panel
20、s can be assessed. This International Standard is applicable to all types of access panels, whether recruited and used online (e.g. via internet) or offline (e.g. via telephone, post or face-to-face interaction). NOTE 1 Some individual access panel providers carry out only some processes relevant to
21、 the requirements of this International Standard. Relevant processes could also be the responsibility of separate organizations, e.g. an access panel owner and a research service provider carrying out a survey using the access panel. NOTE 2 Access panels are actively managed and, in this way, differ
22、entiated from sampling frames, simple databases and lists of addresses and names including respondents to previous surveys. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For unda
23、ted references, the latest edition of the referenced document (including any amendments) applies. ISO 20252:2006, Market, opinion and social research Vocabulary and service requirements 3 Terms and definitions For the purposes of this document, the terms and definitions given in ISO 20252 and the fo
24、llowing apply. 3.1 access panel sample database of potential respondents who declare that they will cooperate for future data collection if selected NOTE 1 Continuously reporting panels, e.g. TV-rating panels, consumer panels and re-contact databases (asking for permission for follow-ups) are not co
25、vered. NOTE 2 Adapted from ISO 20252:2006, definition 2.1. 3.2 access panel provider service provider that manages and is responsible for the access panel(s) to be used by researchers for conducting surveys NOTE For the purposes of applying requirements of ISO 20252 to this International Standard, “
26、research service provider” and “access panel provider” are regarded as having equivalent meaning. BS ISO 26362:2009ISO 26362:2009(E) 2 ISO 2009 All rights reserved3.3 active panel member panel member who has participated in at least one survey if requested, has updated his/her profile data or has re
27、gistered to join the access panel, within the last 12 months 3.4 bias systematic deviation between the estimate and the true parameter value ISO 20252:2006, definition 2.7 3.5 client individual, organization, department or division, internal or external, which requests or commissions a research proj
28、ect ISO 20252:2006, definition 2.8 3.6 continuous panel group of selected respondents who have agreed to provide information at specified intervals over an extended period of time NOTE 1 The term “continuous panel” does not cover “access panel”. NOTE 2 Adapted from ISO 20252:2006, definition 2.37. 3
29、.7 database centrally held collection of data that is accessible to users ISO 20252:2006, definition 2.18 3.8 de-duplication process to remove individuals who are registered more than once on the same access panel, so that they are entered only once 3.9 double opt-in explicit consent at two separate
30、 points to become a panel member 3.10 fraudulent panel member panel member who deliberately misrepresents his/her identity, profile data or responses 3.11 inattentive panel member panel member who does not give an adequate level of thought to the responses he/she provides NOTE A poor quality of resp
31、onse is not necessarily the panel members fault, and could reflect poor questionnaire design. 3.12 incentive gift, payment or other concessions offered to potential respondents to increase response rates ISO 20252:2006, definition 2.28 NOTE The term “response rate” cannot be used to describe respond
32、ent cooperation for access panels see participation rate (3.16). BS ISO 26362:2009ISO 26362:2009(E) ISO 2009 All rights reserved 33.13 opt-in explicit consent to become a panel member 3.14 opt-out explicit request from a panel member to leave an access panel 3.15 panel member individual recruited fr
33、om a documented source who has provided profile data and appropriate information for validation of identity, given explicit consent to participate in research surveys according to the terms and conditions of panel membership, and not opted out 3.16 participation rate number of panel members who have
34、 provided a usable response divided by the total number of initial personal invitations requesting members to participate NOTE A “usable response” is one where the respondent has provided answers to all the questions required by the survey design. Where it is possible to determine undelivered invita
35、tions (e.g. returned to sender owing to a full email inbox, incorrect postal or email address, or invalid phone number), it is recommended that these be taken into account when calculating the participation rate. The number of panel members who did not receive an invitation would then be subtracted
36、from the total number of panel members invited to participate. 3.17 profile data descriptive characteristics of a panel member 3.18 screening initial questions in a questionnaire used to establish eligibility of respondent ISO 20252:2006, definition 2.55 3.19 validation procedures to check that data
37、 have been collected according to specification NOTE Adapted from ISO 20252, definition 2.61. 3.20 validity extent to which the results of a research process represent what was intended ISO 20252:2006, definition 2.62 4 Requirements 4.1 General requirement Access panels to which this International S
38、tandard applies shall be actively managed. Such management shall include interface and ongoing communication between the access panel provider and the panel members. NOTE 1 Access panels are, in this way, differentiated from simple sampling frames, simple databases and lists of addresses and names,
39、including those of respondents to previous or other surveys. BS ISO 26362:2009ISO 26362:2009(E) 4 ISO 2009 All rights reservedAt the recruitment stage, the access panel provider shall obtain from panel members their agreement to participate in research projects. Access panels shall contain a set of
40、profile data of panel members (see 4.4.3). NOTE 2 Access panels as covered by this International Standard are on-going and can be used for a range of surveys or other research purposes (e.g. qualitative research). They are distinguished from special purpose continuous panels, such as those used for
41、audience measurement, to which this International Standard does not apply. Active panel members shall meet all the following criteria: they are recruited from a documented source; they have provided appropriate information for initial confirmation of identity; they have provided profile data at recr
42、uitment; they have given explicit consent to participate in research surveys according to the terms and conditions of panel membership. In order to remain an active panel member, at least one of the following criteria shall be met: a) participation in at least one survey, if requested, within the la
43、st 12 months; b) update of profile data within the last 12 months. 4.2 Organization and responsibility The access panel provider shall apply a quality management system which covers all the requirements of this International Standard and documents the providers organizational structure in accordance
44、 with ISO 20252:2006, 3.1. Records and documents shall be established and maintained to provide evidence of traceability in accordance with ISO 20252:2006, 3.3. Competence and training procedures shall be in place and documented in accordance with ISO 20252:2006, 3.4. The access panel provider shall
45、 be responsible for ensuring that any subcontracted processes covered by this International Standard are controlled in accordance with ISO 20252:2006, 3.5. 4.3 Recruitment of new panel members 4.3.1 Confidentiality and transparency Access panel providers shall ensure the confidentiality and security
46、 of all personal data relating to panel members which are obtained as part of the recruitment process or otherwise. Access panel providers shall not provide data in an identifiable form to any third party unless explicit consent from the panel member is obtained in accordance with applicable laws an
47、d relevant codes of conduct. This principle of confidentiality shall be communicated to potential panel members during the recruitment process. The general purposes of the access panel, its mode of operation and the general nature of how data collected from panel members at the recruitment stage or
48、through panel research projects may be used shall be communicated and transparent to potential panel members during the recruitment process. The type of personal data to be collected from panel members, how long it will be retained and security of its storage shall be communicated to potential panel
49、 members. BS ISO 26362:2009ISO 26362:2009(E) ISO 2009 All rights reserved 5Where cookies or similar elements are used in the panel members interface, this shall be communicated to panel members in at least general terms, including the differences between cookies used, for example, as routing and those which capture data about panel members and their behaviour. At the recruitment stage, panel members shall have the opportunity of refusing cookies, even though this may make them ineligible for inclusion on the
