AS/NZS ISO 11620:2023 identically adopts ISO 11620:2023, which specifies the requirements of a performance indicator for libraries and establishes a set of indicators to be used by libraries of all types
Table of contents
Header
About this publication
Preface
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Performance measurement
4.1 Quality management
4.2 Performance measurement in quality management
4.3 Use of performance indicators
4.3.1 General
4.3.2 Objectives of performance indicators
4.3.3 Selection of performance indicators
4.3.3.1 General
4.3.3.2 Criteria for the selection of indicators
4.3.4 Limitations of performance measurement
4.3.4.1 Optimizing scores on performance indicators
4.3.4.2 Degree of accuracy
4.3.4.3 User skills versus library performance
4.3.4.4 Linking resources to services
4.3.4.5 Comparability of performance indicator data
4.4 Performance measurement versus impact assessment
4.4.1 Objectives of the two approaches
4.4.2 Methods of the two approaches
4.4.2.1 Performance measurement
4.4.2.2 Impact assessment
4.4.2.3 User satisfaction
4.4.2.4 Awareness of libraries and library services
4.4.3 Possible “impact indicators”
4.4.3.1 General
4.4.3.2 Tests
4.4.3.3 Perceived impact
5 Performance indicators in this document
5.1 General
5.1.1
5.1.2
5.1.3
5.1.4
5.2 Criteria for performance indicators
5.2.1
5.2.2
5.3 Descriptive framework
5.3.1 General
5.3.2 Balanced Scorecard approach
5.3.3 Indicator presentation
5.3.3.1 General
5.3.3.2 Name
5.3.3.3 Background
5.3.3.4 Objective
5.3.3.5 Scope
5.3.3.6 Definition of the indicator
5.3.3.7 Method
5.3.3.8 Interpretation and factors affecting the indicator
5.3.3.9 Source(s)
6 List of performance indicators for libraries
Annex A
A.1 Resources, access, and infrastructure
A.1.1 Collection
A.1.1.1 Required titles availability
A.1.1.1.1 Background
A.1.1.1.2 Objective
A.1.1.1.3 Scope
A.1.1.1.4 Definition of the indicator
A.1.1.1.5 Method
A.1.1.1.6 Interpretation and factors affecting the indicator
A.1.1.1.7 Source(s)
A.1.1.2 Percentage of required titles in the collection
A.1.1.2.1 Background
A.1.1.2.2 Objective
A.1.1.2.3 Scope
A.1.1.2.4 Definition of the indicator
A.1.1.2.5 Method
A.1.1.2.6 Interpretation and factors affecting the indicator
A.1.1.2.7 Source(s)
A.1.1.3 Percentage of rejected accesses
A.1.1.3.1 Background
A.1.1.3.2 Objectives
A.1.1.3.3 Scope
A.1.1.3.4 Definition of the indicator
A.1.1.3.5 Method
A.1.1.3.6 Interpretation and factors affecting the indicator
A.1.1.3.7 Source(s)
A.1.1.4 Number of documents digitized per 1 000 documents in the collection
A.1.1.4.1 Background
A.1.1.4.2 Objective
A.1.1.4.3 Scope
A.1.1.4.4 Definition of the indicator
A.1.1.4.5 Method
A.1.1.4.6 Interpretation and factors affecting the indicator
A.1.1.4.7 Source(s)
A.1.1.5 Percentage of documents digitized per special collection
A.1.1.5.1 Background
A.1.1.5.2 Objective
A.1.1.5.3 Scope
A.1.1.5.4 Definition of the performance indicator
A.1.1.5.5 Method
A.1.1.5.6 Interpretation and use of results
A.1.1.5.7 Source(s)
A.1.1.6 Percentage of the owner institution’s publications in the institutional repository
A.1.1.6.1 Background
A.1.1.6.2 Objective
A.1.1.6.3 Scope
A.1.1.6.4 Definition of the indicator
A.1.1.6.5 Method
A.1.1.6.6 Interpretation and factors affecting the indicator
A.1.1.6.7 Source(s)
A.1.2 Access
A.1.2.1 Shelving accuracy
A.1.2.1.1 Background
A.1.2.1.2 Objective
A.1.2.1.3 Scope
A.1.2.1.4 Definition of the indicator
A.1.2.1.5 Method
A.1.2.1.6 Interpretation and factors affecting the indicator
A.1.2.1.7 Source(s)
A.1.2.2 Median time of document retrieval from closed stacks
A.1.2.2.1 Background
A.1.2.2.2 Objective
A.1.2.2.3 Scope
A.1.2.2.4 Definition of the indicator
A.1.2.2.5 Method
A.1.2.2.6 Interpretation and factors affecting the indicator
A.1.2.2.7 Source(s)
A.1.2.3 Speed of interlibrary lending
A.1.2.3.1 Background
A.1.2.3.2 Objective
A.1.2.3.3 Scope
A.1.2.3.4 Definition of the indicator
A.1.2.3.5 Method
A.1.2.3.6 Interpretation and factors affecting the indicator
A.1.2.3.7 Source(s)
A.1.2.4 Percentage of successful interlibrary loans
A.1.2.4.1 Background
A.1.2.4.2 Objective
A.1.2.4.3 Scope
A.1.2.4.4 Definition of the indicator
A.1.2.4.5 Method
A.1.2.4.6 Interpretation and factors affecting the indicator
A.1.2.4.7 Source(s)
A.1.2.5 Speed of reference transactions
A.1.2.5.1 Background
A.1.2.5.2 Objective
A.1.2.5.3 Scope
A.1.2.5.4 Definition of the indicator
A.1.2.5.5 Method
A.1.2.5.6 Interpretation and factors affecting the indicator
A.1.2.5.7 Source(s)
A.1.2.6 Percentage of rare materials accessible via online catalogues
A.1.2.6.1 Background
A.1.2.6.2 Objective
A.1.2.6.3 Scope
A.1.2.6.4 Definition of the indicator
A.1.2.6.5 Method
A.1.2.6.6 Interpretation and factors affecting the indicator
A.1.2.6.7 Source(s)
A.1.2.7 Percentage of the rare collection in stable condition
A.1.2.7.1 Background
A.1.2.7.2 Objective
A.1.2.7.3 Scope
A.1.2.7.4 Definition of the indicator
A.1.2.7.5 Method
A.1.2.7.6 Interpretation and factors affecting the indicator
A.1.2.7.7 Source(s)
A.1.2.8 Percentage of rare materials needing conservation/restoration treatment that received such treatment
A.1.2.8.1 Background
A.1.2.8.2 Objective
A.1.2.8.3 Scope
A.1.2.8.4 Definition of the indicator
A.1.2.8.5 Method
A.1.2.8.6 Interpretation and factors affecting the indicator
A.1.2.8.7 Sources(s)
A.1.3 Facilities
A.1.3.1 User area per capita
A.1.3.1.1 Background
A.1.3.1.2 Objective
A.1.3.1.3 Scope
A.1.3.1.4 Definition of the indicator
A.1.3.1.5 Method
A.1.3.1.6 Interpretation and factors affecting the indicator
A.1.3.1.7 Source(s)
A.1.3.2 User places per capita
A.1.3.2.1 Background
A.1.3.2.2 Objective
A.1.3.2.3 Scope
A.1.3.2.4 Definition of the indicator
A.1.3.2.5 Method
A.1.3.2.6 Interpretation and factors affecting the indicator
A.1.3.2.7 Source(s)
A.1.3.3 Hours open compared to demand
A.1.3.3.1 Background
A.1.3.3.2 Objective
A.1.3.3.3 Scope
A.1.3.3.4 Definition of the indicator
A.1.3.3.5 Method
A.1.3.3.6 Interpretation and factors affecting the indicator
A.1.3.3.7 Source(s)
A.1.3.4 Average number of loans during recently added opening hours compared to the average number during all other opening hours
A.1.3.4.1 Background
A.1.3.4.2 Objective
A.1.3.4.3 Scope
A.1.3.4.4 Definition of the performance indicator
A.1.3.4.5 Method
A.1.3.4.6 Interpretation and use of results
A.1.3.4.7 Source(s)
A.1.3.5 Percentage of storage space which has an appropriate environment
A.1.3.5.1 Background
A.1.3.5.2 Objective
A.1.3.5.3 Scope
A.1.3.5.4 Definition of the indicator
A.1.3.5.5 Method
A.1.3.5.6 Interpretation and factors affecting the indicator
A.1.3.5.7 Source(s)
A.1.4 Staff
A.1.4.1 Staff per capita
A.1.4.1.1 Background
A.1.4.1.2 Objective
A.1.4.1.3 Scope
A.1.4.1.4 Definition of the indicator
A.1.4.1.5 Method
A.1.4.1.6 Interpretation and factors affecting the indicator
A.1.4.1.7 Source(s)
A.2 Use
A.2.1 Collection
A.2.1.1 Collection turnover
A.2.1.1.1 Background
A.2.1.1.2 Objective
A.2.1.1.3 Scope
A.2.1.1.4 Definition of the indicator
A.2.1.1.5 Method
A.2.1.1.6 Interpretation and factors affecting the indicator
A.2.1.1.7 Source(s)
A.2.1.2 Usage of print publications acquired during the previous three years
A.2.1.2.1 Background
A.2.1.2.2 Objective
A.2.1.2.3 Scope
A.2.1.2.4 Definition of the performance indicator
A.2.1.2.5 Methods
A.2.1.2.5.1
A.2.1.2.5.2
A.2.1.2.6 Interpretation and use of results
A.2.1.2.7 Source
A.2.1.3 Loans per capita
A.2.1.3.1 Background
A.2.1.3.2 Objective
A.2.1.3.3 Scope
A.2.1.3.4 Definition of the indicator
A.2.1.3.5 Method
A.2.1.3.6 Interpretation and factors affecting the indicator
A.2.1.3.7 Source(s)
A.2.1.4 Percentage of stock not used
A.2.1.4.1 Background
A.2.1.4.2 Objective
A.2.1.4.3 Scope
A.2.1.4.4 Definition of the indicator
A.2.1.4.5 Methods
A.2.1.4.5.1 Physical collections
A.2.1.4.5.2 Digital collections
A.2.1.4.6 Interpretation and factors affecting the indicator
A.2.1.4.7 Source(s)
A.2.1.5 Number of downloads per document digitized
A.2.1.5.1 Background
A.2.1.5.2 Objective
A.2.1.5.3 Scope
A.2.1.5.4 Definition of the indicator
A.2.1.5.5 Method
A.2.1.5.6 Interpretation and factors affecting the indicator
A.2.1.5.7 Source(s)
A.2.2 Access
A.2.2.1 Library visits per capita
A.2.2.1.1 Background
A.2.2.1.2 Objective
A.2.2.1.3 Scope
A.2.2.1.4 Definition of the indicator
A.2.2.1.5 Method
A.2.2.1.6 Interpretation and factors affecting the indicator
A.2.2.1.7 Source(s)
A.2.2.2 Percentage of visits to the online catalogue via mobile devices
A.2.2.2.1 Background
A.2.2.2.2 Scope
A.2.2.2.3 Definition of the performance indicator
A.2.2.2.4 Method
A.2.2.2.5 Interpretation and use of results
A.2.2.2.6 Source
A.2.2.3 Percentage of external users
A.2.2.3.1 Background
A.2.2.3.2 Objective
A.2.2.3.3 Scope
A.2.2.3.4 Definition of the indicator
A.2.2.3.5 Method
A.2.2.3.6 Interpretation and factors affecting the indicator
A.2.2.3.7 Source(s)
A.2.2.4 Percentage of the total library lending to external users
A.2.2.4.1 Background
A.2.2.4.2 Objective
A.2.2.4.3 Scope
A.2.2.4.4 Definition of the indicator
A.2.2.4.5 Method
A.2.2.4.6 Interpretation and factors affecting the indicator
A.2.2.4.7 Source(s)
A.2.2.5 User attendances at library events per capita
A.2.2.5.1 Background
A.2.2.5.2 Objective
A.2.2.5.3 Scope
A.2.2.5.4 Definition of the indicator
A.2.2.5.5 Method
A.2.2.5.6 Interpretation and factors affecting the indicator
A.2.2.5.7 Source(s)
A.2.2.6 Number of user attendances at training lessons per capita
A.2.2.6.1 Background
A.2.2.6.2 Objective
A.2.2.6.3 Scope
A.2.2.6.4 Definition of the indicator
A.2.2.6.5 Method
A.2.2.6.6 Interpretation and factors affecting the indicator
A.2.2.6.7 Source(s)
A.2.2.7 Percentage of users attending functional literacy and numeracy training lessons that reach a fixed level of proficiency
A.2.2.7.1 Background
A.2.2.7.2 Objective
A.2.2.7.3 Scope
A.2.2.7.4 Definition of the indicator
A.2.2.7.5 Method
A.2.2.7.6 Interpretation and factors affecting the indicator
A.2.2.7.7 Source(s)
A.2.2.8 Percentage of users attending ICT training lessons that developed targeted skills
A.2.2.8.1 Background
A.2.2.8.2 Objective
A.2.2.8.3 Scope
A.2.2.8.4 Definition of the indicator
A.2.2.8.5 Method
A.2.2.8.6 Interpretation and factors affecting the indicator
A.2.2.8.7 Source
A.2.3 Facilities
A.2.3.1 User places occupancy rate
A.2.3.1.1 Background
A.2.3.1.2 Objective
A.2.3.1.3 Scope
A.2.3.1.4 Definition of the indicator
A.2.3.1.5 Method
A.2.3.1.6 Interpretation and factors affecting the indicator
A.2.3.1.7 Source(s)
A.2.4 General
A.2.4.1 Percentage of the target population reached
A.2.4.1.1 Background
A.2.4.1.2 Objective
A.2.4.1.3 Scope
A.2.4.1.4 Definition of the indicator
A.2.4.1.5 Method
A.2.4.1.6 Interpretation and factors affecting the indicator
A.2.4.1.7 Source(s)
A.2.4.2 Percentage of the population reached, including indirect users
A.2.4.2.1 Background
A.2.4.2.2 Objective
A.2.4.2.3 Scope
A.2.4.2.4 Definition of the indicator
A.2.4.2.5 Method
A.2.4.2.6 Interpretation and factors affecting the indicator
A.2.4.2.7 Source
A.2.4.3 User satisfaction
A.2.4.3.1 Background
A.2.4.3.2 Objective
A.2.4.3.3 Scope
A.2.4.3.4 Definition of the indicator
A.2.4.3.5 Methods
A.2.4.3.6 Interpretation and factors affecting the indicator
A.2.4.3.7 Source(s)
A.2.4.4 Willingness to return
A.2.4.4.1 Background
A.2.4.4.2 Objective
A.2.4.4.3 Scope
A.2.4.4.4 Definition of the indicator
A.2.4.4.5 Method
A.2.4.4.6 Interpretation and factors affecting the indicator
A.2.4.4.7 Source(s)
A.2.4.5 Percentage of survey respondents who know the library
A.2.4.5.1 Background
A.2.4.5.2 Objective
A.2.4.5.3 Scope
A.2.4.5.4 Definition of the indicator
A.2.4.5.5 Methods
A.2.4.5.5.1
A.2.4.5.5.2
A.2.4.5.6 Interpretation and factors affecting the indicator
A.2.4.5.7 Source(s)
A.2.4.6 Percentage of survey respondents who feel it is important that their institution, association, community, region or country has a library
A.2.4.6.1 Background
A.2.4.6.2 Objective
A.2.4.6.3 Scope
A.2.4.6.4 Definition of the indicator
A.2.4.6.5 Method
A.2.4.6.6 Interpretation and factors affecting the indicator
A.2.4.6.7 Source(s)
A.2.4.7 Perceived impact
A.2.4.7.1 Background
A.2.4.7.2 Objective
A.2.4.7.3 Scope
A.2.4.7.4 Definition of the indicator
A.2.4.7.5 Method
A.2.4.7.6 Interpretation and factors affecting the indicator
A.2.4.7.7 Source(s)
A.3 Efficiency
A.3.1 Collection
A.3.1.1 Cost per collection use
A.3.1.1.1 Background
A.3.1.1.2 Objective
A.3.1.1.3 Scope
A.3.1.1.4 Definition of the indicator
A.3.1.1.5 Method
A.3.1.1.6 Interpretation and factors affecting the indicator
A.3.1.1.7 Source(s)
A.3.1.2 Acquisition cost per collection use
A.3.1.2.1 Background
A.3.1.2.2 Objective
A.3.1.2.3 Scope
A.3.1.2.4 Definition of the indicator
A.3.1.2.5 Method
A.3.1.2.6 Interpretation and factors affecting the indicator
A.3.1.2.7 Source(s)
A.3.1.3 Cost per download
A.3.1.3.1 Background
A.3.1.3.2 Objective
A.3.1.3.3 Scope
A.3.1.3.4 Definition of the indicator
A.3.1.3.5 Method
A.3.1.3.6 Interpretation and factors affecting the indicator
A.3.1.3.7 Source(s)
A.3.2 Access
A.3.2.1 Median time of document processing
A.3.2.1.1 Background
A.3.2.1.2 Objective
A.3.2.1.3 Scope
A.3.2.1.4 Definition of the indicator
A.3.2.1.5 Methods
A.3.2.1.6 Interpretation and factors affecting the indicator
A.3.2.1.7 Source(s)
A.3.3 Staff
A.3.3.1 User services staff as a percentage of total staff
A.3.3.1.1 Background
A.3.3.1.2 Objective
A.3.3.1.3 Scope
A.3.3.1.4 Definition of the indicator
A.3.3.1.5 Method
A.3.3.1.6 Interpretation and factors affecting the indicator
A.3.3.1.7 Source(s)
A.3.3.2 Correct answer fill rate
A.3.3.2.1 Background
A.3.3.2.2 Objective
A.3.3.2.3 Scope
A.3.3.2.4 Definition of the indicator
A.3.3.2.5 Method
A.3.3.2.6 Interpretation and factors affecting the indicator
A.3.3.2.7 Source(s)
A.3.3.3 Employee productivity in media processing
A.3.3.3.1 Background
A.3.3.3.2 Objective
A.3.3.3.3 Scope
A.3.3.3.4 Definition of the indicator
A.3.3.3.5 Method
A.3.3.3.6 Interpretation and factors affecting the indicator
A.3.3.3.7 Source(s)
A.3.3.4 Employee productivity in lending and delivery services
A.3.3.4.1 Background
A.3.3.4.2 Objective
A.3.3.4.3 Scope
A.3.3.4.4 Definition of the indicator
A.3.3.4.5 Method
A.3.3.4.6 Interpretation and factors affecting the indicator
A.3.3.4.7 Source(s)
A.3.3.5 Staff costs per title catalogued
A.3.3.5.1 Background
A.3.3.5.2 Objective
A.3.3.5.3 Scope
A.3.3.5.4 Definition of the indicator
A.3.3.5.5 Method
A.3.3.5.6 Interpretation and factors affecting the indicator
A.3.3.5.7 Source(s)
A.3.3.6 Staff costs per loan
A.3.3.6.1 Background
A.3.3.6.2 Objective
A.3.3.6.3 Scope
A.3.3.6.4 Definition of the performance indicator
A.3.3.6.5 Method
A.3.3.6.6 Interpretation and use of the results
A.3.3.6.7 Source
A.3.4 General
A.3.4.1 Cost per user
A.3.4.1.1 Background
A.3.4.1.2 Objective
A.3.4.1.3 Scope
A.3.4.1.4 Definition of the indicator
A.3.4.1.5 Methods
A.3.4.1.6 Interpretation and factors affecting the indicator
A.3.4.1.7 Source(s)
A.3.4.2 Cost per library visit
A.3.4.2.1 Background
A.3.4.2.2 Objective
A.3.4.2.3 Scope
A.3.4.2.4 Definition of the indicator
A.3.4.2.5 Methods
A.3.4.2.6 Interpretation and factors affecting the indicator
A.3.4.2.7 Source(s)
A.4 Potentials and development
A.4.1 Staff
A.4.1.1 Number of attendance hours at formal training lessons per staff member
A.4.1.1.1 Background
A.4.1.1.2 Objective
A.4.1.1.3 Scope
A.4.1.1.4 Definition of the indicator
A.4.1.1.5 Method
A.4.1.1.6 Interpretation and factors affecting the indicator
A.4.1.1.7 Source(s)
A.4.1.2 Percentage of staff time spent in training
A.4.1.2.1 Background
A.4.1.2.2 Objective
A.4.1.2.3 Scope
A.4.1.2.4 Definition of the indicator
A.4.1.2.5 Method
A.4.1.2.6 Interpretation and factors affecting the indicator
A.4.1.2.7 Source(s)
A.4.1.3 Percentage of staff in cooperative partnerships and projects
A.4.1.3.1 Background
A.4.1.3.2 Objective
A.4.1.3.3 Scope
A.4.1.3.4 Definition of the indicator
A.4.1.3.5 Method
A.4.1.3.6 Interpretation and factors affecting the indicator
A.4.1.3.7 Source(s)
A.4.1.4 Percentage of staff time spent on educational services
A.4.1.4.1 Background
A.4.1.4.2 Objective
A.4.1.4.3 Scope
A.4.1.4.4 Definition of the performance indicator
A.4.1.4.5 Method
A.4.1.4.6 Interpretation and use of the results
A.4.1.4.7 Source(s)
A.4.1.5 Percentage of library staff providing research support
A.4.1.5.1 Background
A.4.1.5.2 Objective
A.4.1.5.3 Scope
A.4.1.5.4 Definition of the indicator
A.4.1.5.5 Method
A.4.1.5.6 Interpretation and factors affecting the indicator
A.4.1.5.7 Source(s)
A.4.1.6 Number of research publications per professional staff member
A.4.1.6.1 Background
A.4.1.6.2 Objective
A.4.1.6.3 Scope
A.4.1.6.4 Definition of the performance indicator
A.4.1.6.5 Method
A.4.1.6.6 Interpretation and use of the results
A.4.1.6.7 Source(s)
A.4.2 General
A.4.2.1 Percentage of library means received by special grant or income generated
A.4.2.1.1 Background
A.4.2.1.2 Objective
A.4.2.1.3 Scope
A.4.2.1.4 Definition of the indicator
A.4.2.1.5 Method
A.4.2.1.6 Interpretation and factors affecting the indicator
A.4.2.1.7 Source(s)
A.4.2.2 Percentage of institutional means allocated to the library
A.4.2.2.1 Background
A.4.2.2.2 Objective
A.4.2.2.3 Scope
A.4.2.2.4 Definition of the indicator
A.4.2.2.5 Method
A.4.2.2.6 Interpretation and factors affecting the indicator
A.4.2.2.7 Source(s)
A.4.2.3 Number of publications in the media per event
