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1、BS ISO 11620:2008 ICS 01.140.20 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW BRITISH STANDARD Information and documentation Library performance indicators Licensed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI This British Standard was pu
2、blished under the authority of the Standards Policy and Strategy Committee on 30 September 2008 BSI 2008 ISBN 978 0 580 53938 1 Amendments/corrigenda issued since publication DateComments BS ISO 11620:2008 National foreword This British Standard is the UK implementation of ISO 11620:2008. It superse
3、des BS ISO 11620:1998 and PD ISO/TR 20983:2003 which is withdrawn. The UK participation in its preparation was entrusted to Technical Committee IDT/2/15, Library and publishing statistics. A list of organizations represented on this committee can be obtained on request to its secretary. This publica
4、tion does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. Compliance with a British Standard cannot confer immunity from legal obligations. Licensed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI
5、 BS ISO 11620:2008 Reference number ISO 11620:2008(E) ISO 2008 INTERNATIONAL STANDARD ISO 11620 Second edition 2008-08-15 Information and documentation Library performance indicators Information et documentation Indicateurs de performance des bibliothques Licensed CopyChinese University of Hong Kong
6、, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 ISO 11620:2008(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
7、to and installed on 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 so
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9、 is found, please inform the Central Secretariat at the address given below. COPYRIGHT PROTECTED DOCUMENT 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
10、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 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
11、ii ISO 2008 All rights reserved Licensed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 ISO 11620:2008(E) ISO 2008 All rights reserved iii Contents Page Foreword iv Introduction v 1 Scope . 1 2 Terms and definitions. 1 3 Notation . 8 4 Criteria an
12、d 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
13、 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 l
14、ibraries 15 Annex B (normative) List of descriptions of performance indicators 19 Bibliography. 85 Licensed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 ISO 11620:2008(E) iv ISO 2008 All rights reserved Foreword ISO (the International Organizati
15、on 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 ha
16、s 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. Inte
17、rnational 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. Publica
18、tion 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 rig
19、hts. 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 20983:200
20、3, 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. Licens
21、ed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 ISO 11620:2008(E) ISO 2008 All rights reserved v Introduction This International Standard is concerned with the evaluation of libraries of all types. The main purpose of this International Standard
22、 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 establishme
23、nt 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
24、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
25、 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 incorpora
26、te 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.
27、 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 e
28、volve, 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 l
29、ibrary 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 l
30、ibraries. 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
31、 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 performa
32、nce 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
33、 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 se
34、rvice performance. This International Standard is not intended to exclude the use of performance indicators that have not been specified within it (see Clause 5). Licensed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 ISO 11620:2008(E) vi ISO 200
35、8 All rights reserved 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 Internatio
36、nal 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. Licensed CopyChinese University of Hong Kong, 21/10/2
37、008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 INTERNATIONAL STANDARD ISO 11620:2008(E) ISO 2008 All rights reserved 1 Information and documentation Library performance indicators 1 Scope This International Standard specifies the requirements of a performance indicator for libraries and est
38、ablishes 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
39、 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 Internatio
40、nal 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
41、 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 (se
42、e 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 register
43、ed 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 conte
44、nt, documents, facilities or services are actually provided by the library at the time required by users Licensed CopyChinese University of Hong Kong, 21/10/2008 02:50, Uncontrolled Copy, (c) BSI BS ISO 11620:2008 ISO 11620:2008(E) 2 ISO 2008 All rights reserved 2.6 computer file data or software pr
45、ogram, 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 dat
46、abase, electronic serial or digital document ISO 2789:2006, definition 3.3.3 2.8 content unit computer-processed uniquely identifiable textual or audiovisual piece of published work that may be original or a digest of other published work NOTE 1 Adapted from item in COUNTER code of practice, Release
47、 2:2004. NOTE 2 Descriptive records are excluded. NOTE 3 PDF, Postscript, HTML and other formats of the same content unit will be counted as separate items. ISO 2789:2006, definition 3.2.9 2.9 database collection of electronically stored descriptive records or content units (including facts, full te
48、xts, 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 metho
49、d, or as a computer file accessed via dial-up methods or via the internet. NOTE 2 Licensed databases are counted separately even if access to several licensed database products is effected through the same interface. NOTE 3 A common interface providing access to a packet of serials or digital documents, usually offered by a publisher or vendor, is also to be counted as database. Additionally, the single serials or digital documents need to be counted as serials or digital documents. ISO 2789:2006, definition 3.2.10 2.10 descriptive