SIST ISO 11620:2023

INTERNATIONAL ISO
STANDARD 11620
Fourth edition
2023-06
Information and documentation —
Library performance indicators
Information et documentation — Indicateurs de performance des
bibliothèques
Reference number
© ISO 2023
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ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Performance measurement .15
4.1 Quality management . 15
4.2 Performance measurement in quality management . 15
4.3 Use of performance indicators . 16
4.3.1 General . 16
4.3.2 Objectives of performance indicators . 16
4.3.3 Selection of performance indicators . . 16
4.3.4 Limitations of performance measurement . 17
4.4 Performance measurement versus impact assessment . 18
4.4.1 Objectives of the two approaches. 18
4.4.2 Methods of the two approaches . 18
4.4.3 Possible “impact indicators” . 19
5 Performance indicators in this document .20
5.1 General . 20
5.2 Criteria for performance indicators . 20
5.3 Descriptive framework . 21
5.3.1 General . 21
5.3.2 Balanced Scorecard approach . 21
5.3.3 Indicator presentation .22
6 List of performance indicators for libraries .23
Annex A (informative) Description of performance indicators .28
Bibliography . 133
iii
Foreword
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This document was prepared by Technical Committee ISO/TC 46, Information and documentation,
Subcommittee SC 8, Quality — Statistics and performance evaluation.
This fourth edition cancels and replaces the third edition (ISO 11620:2014), which has been technically
revised.
The main changes are as follows:
— addition of library training participation indicators aligned with relevant UN Sustainable
Development Goals (UN SDGs);
— addition of library awareness, impact related indicators;
— addition of staff research and research support related indicators; and
— deletion of several indicators no longer relevant or feasible.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
iv
Introduction
This document is concerned with the evaluation of libraries of all types.
The main purpose of this document is to endorse the use of performance indicators regarding the
quality of library services in libraries and to spread knowledge about how to conduct performance
measurement.
Performance indicators can be used for comparison over time within the same library. Comparisons
between libraries can also be made, but only with caution. Comparisons between libraries will need
to consider 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 limitations to the performance indicators in this document that depend on local factors,
such as the community the library serves, service mandates, and the technological and financial
infrastructure. Results from the use of performance indicators in this document are intended to be
interpreted with regard to these factors.
Performance indicators are not specified for all services, activities, and types of use of the library, either
because such indicators have not been proposed and tested at the time of formulation of this document,
or because they did not fulfil the criteria specified (see 5.2).
The performance indicators included in this document do not reflect all possible measures or evaluation
techniques. It offers accepted, tested, and publicly accessible (i.e. non-proprietary) methodologies and
approaches to measuring a range of library service performance.
The quality of library services is related to the broader topic of quality management and quality
assurance. This document acknowledges and supports the International Standards prepared by
ISO/TC 176.
Every indicator in this document 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 indicators included in this document are either in widespread use, well documented
in the literature, or sufficiently field-tested. Additional indicators have been developed by the working
group in analogy to existing ones in order to cover as far as possible all library services and activities.
Library services will continue to develop and evolve, and such evolution will require monitoring as
related to the indicators in this document. The library and information community is encouraged
to establish mechanisms and to give high priority to developing relevant indicators for existing and
emerging library services and resources.
This document will be maintained by a working group that will monitor developments and incorporate
additional indicators as they are tested and validated.
v
INTERNATIONAL STANDARD ISO 11620:2023(E)
Information and documentation — Library performance
indicators
1 Scope
This document 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 in libraries where such indicators are not already in use.
This document is applicable to all types of libraries in all countries. However, not all performance
indicators apply to all libraries. Limitations on the applicability of individual performance indicators
are listed in the scope clause of the description of each indicator (see Annex A).
This document provides a standardized terminology and concise definitions of the performance
indicators. Furthermore, it contains detailed descriptions of the indicators and of the collection and the
analysis of data needed.
This document is not intended to exclude the use of performance indicators not specified in it.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
access
successful request of a library-provided online service
[SOURCE: ISO 2789:2022, 3.2.1]
3.2
access
right, opportunity, means of finding, using or retrieving information, of using a service; or
entering a building
[SOURCE: ISO 15489-1:2016, 3.1, modified — “of using a service; or entering a building” has been added.]
3.3
accessibility
ease of reaching and using a service or facility
3.4
active borrower
registered user who has borrowed at least one item during the reporting period
Note 1 to entry: This count underrates the number of active users, but is still for many libraries the only
manageable measure.
[SOURCE: ISO 2789:2022, 3.2.3]
3.5
active user
registered user who has visited or made use of library facilities or services during the reporting period
Note 1 to entry: This includes active borrowers.
Note 2 to entry: This can include the use of digital library services, if it is possible, to identify digital use and
virtual visits of the individual 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 2789:2022, 3.2.4]
3.6
appropriateness
suitability of any given indicator for evaluating a specific activity
3.7
availabil
...