oSIST ISO/DIS 11620:2022

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 11620:2023(E)
© ISO 2023

---------------------- Page: 1 ----------------------
ISO 11620:2023(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, 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 ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii
  © ISO 2023 – All rights reserved

---------------------- Page: 2 ----------------------
ISO 11620:2023(E)
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
© ISO 2023 – All rights reserved

---------------------- Page: 3 ----------------------
ISO 11620:2023(E)
Foreword
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 interested 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 Commission (IEC) on all 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 document should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
ISO draws attention to the possibility that the implementation of this document may involve the use
of (a) patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed
patent rights in respect thereof. As of the date of publication of this document, ISO had not received
notice of (a) patent(s) which may be required to implement this document. However, implementers are
cautioned that this may not represent the latest information, which may be obtained from the patent
database available at www.iso.org/patents. ISO shall not be held responsible for identifying any or all
such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
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
  © ISO 2023 – All rights reserved

---------------------- Page: 4 ----------------------
ISO 11620:2023(E)
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
© ISO 2023 – All rights reserved

---------------------- Page: 5 ----------------------
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
1
© ISO 2023 – All rights reserved

---------------------- Page: 6 ----------------------
ISO 11620:2023(E)
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
availability
degree to which content, documents, facilities, or services are actually provided by the library at the
time required by users
3.8
capital expenditure
expenditure which results in the acquisition of, or addition to, fixed assets
Note 1 to entry: This includes expenditure on building sites, new buildings and extensions, furnishings and
equipment for new and expanded buildings, computer systems (hardware and software), etc. When applicable,
local and national sales/purchase taxes [e.g. Value Added Tax (VAT)] are included.
[SOURCE: ISO 2789:2022, 3.6.1]
3.9
closed stacks
stacks that are not accessible to users
[SOURCE: ISO/TR 11219:2012, 2.19, modified — Note 1 to entry has been deleted.]
3.10
conservation
preservation measures and actions applied to prevent, arrest or delay deterioration of a document or
other material object
[SOURCE: ISO 5127:2017, 3.12.1.01]
3.11
content unit
original or a digest of other published work
Note 1 to entry: This includes documents or parts of documents (e.g. articles, abstracts, content tables, images)
and descriptive records.
2
  © ISO 2023 – All rights reserved

---------------------- Page: 7 ----------------------
ISO 11620:2023(E)
Note 2 to entry: PDF, Postscript, HTML and other formats of the same content unit will be counted as separate
items.
[SOURCE: ISO 2789:2022, 3.3.9]
3.12
database
collection 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 data
Note 1 to entry: 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 method, or as a computer file accessed
via dial-up methods or via the Internet.
Note 2 to entry: Licensed databases are counted separately even if access to several licensed database products
is affected through the same interface.
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 to be counted as database. Additionally, the single serials or digital documents
should be counted as serials or digital documents.
[SOURCE: ISO 2789:2022, 3.3.10]
3.13
descriptive record
computer-processed bibliographic or other individual record in a standard format that references and/
or describes a document in any physical form or a content unit
Note 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.
[SOURCE: ISO 2789:2022, 3.3.12]
3.14
digital collection
all resources in digital form in the library collection, whether born digital or digitized
Note 1 to entry: The digital collection includes databases, electronic serials, and digital documents.
Note 2 to entry: Free Internet resources which have been catalogued by the library in its online catalogue or a
database are counted separately.
Note 3 to entry: The resources can be networked, installed on stand-alone workstations or stored on physical
carriers.
[SOURCE: ISO 2789:2022, 3.3.13]
3.15
digital document
information 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 collection
Note 1 to entry: This includes eBooks, electronic patents, networked audiovisual documents, and other digital
documents, 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 3.12.
Note 3 to entry: A digital document can be structured into one or more files.
Note 4 to entry: A digital document consists of one or more content units. Before digitization, the library should
decide which content units should be searchable afterwards, e.g. articles in serials or songs on records.
3
© ISO 2023 – All rights reserved

---------------------- Page: 8 ----------------------
ISO 11620:2023(E)
[SOURCE: ISO 2789:2022, 3.3.14]
3.16
digital service
library service delivered digitally, whether from local servers or provided via networks
Note 1 to entry: Digital library services include the online catalogue, the library website, the digital collection,
electronic lending, electronic document delivery (mediated), digital reference service, digitally delivered user
training, services for mobile devices, services for interactive use (including services on social networks), and
Internet access offered via the library.
Note 2 to entry: This does not include booking physical services (e.g. rooms or library tours) digitally.
[SOURCE: ISO 2789:2022, 3.2.10]
3.17
digitization
process of converting analogue materials into digital form
Note 1 to entry: 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 2789:2022, 3.3.17]
3.18
document
recorded information or material object, which can be treated as a unit in a documentation process
Note 1 to entry: Documents can differ in form and characteristics.
[SOURCE: ISO 5127:2017, 3.1.1.38, modified — Notes to entry have been deleted and replaced.]
3.19
download
successful request of a content unit from a library-provided online service or other Internet service
[SOURCE: ISO 2789:2022, 3.2.12]
3.20
eBook
electronic book
non-serial digital document, licensed or not, where searchable text is prevalent, and which can be seen
in analogy to a print book (monograph)
Note 1 to entry: The use of eBooks is, in many cases, dependent on a dedicated device and/or a special reader or
viewing software.
Note 2 to entry: eBooks can be lent to users either on portable devices (eBook readers) or by transmitting the
contents to the user's PC or other device for a limited time period.
Note 3 to entry: Doctoral dissertations in electronic format are included.
Note 4 to entry: Documents digitized by the library are included.
[SOURCE: ISO 2789:2022, 3.3.22]
4
  © ISO 2023 – All rights reserved

---------------------- Page: 9 ----------------------
ISO 11620:2023(E)
3.21
educational services
learning sessions and learning materials and programmes in all formats for children and adults for the
purpose of enhancing skills in library and information use
Note 1 to entry: This includes the provision of services for schools and the cooperation with other libraries in
preparing and offering educational services.
Note 2 to entry: Education of librarians is excluded.
[SOURCE: ISO 21248: 2019, 3.22]
3.22
effectiveness
measure of the degree to which given objectives are achieved
Note 1 to entry: An activity is effective if it maximizes the results it was established to produce.
3.23
efficiency
measure of the utilization of resources to realize a given objective
Note 1 to entry: An activity is efficient if it minimizes the use of resources or produces better performance with
the same resources.
3.24
electronic document delivery, mediated
electronic transmission of a document or part of a document from the library collection to a user,
mediated by library staff, not necessarily via another library
Note 1 to entry: Electronic transmission of documents to members of the population to be served is included. Fax
transmission is excluded.
Note 2 to entry: Can be split up as to transmission with or without charge to the user.
Note 3 to entry: Unmediated downloading by users from the electronic collection of the library is excluded.
[SOURCE: ISO 2789:2022, 3.2.14]
3.25
evaluation
process of estimating the effectiveness, efficiency, utility, and relevance of a service or facility
3.26
event
pre-arranged activity with cultural, educational, social, political, scholarly, or other intent
EXAMPLE Exhibitions, author visits, literary discussions, workshops
Note 1 to entry: Only events arranged by the library on its own or in partnership with other institutions are
included, whether inside or outside the library premises. Events inside the library premises organized by
institutions outside the library without the library’s cooperation are excluded.
Note 2 to entry: User training lessons and library tours are excluded.
Note 3 to entry: Ongoing programs are included. Each session of a program is counted as one event.
Note 4 to entry: Virtual events are included.
[SOURCE: ISO 2789:2022 3.2.16]
5
© ISO 2023 – All rights reserved

---------------------- Page: 10 ----------------------
ISO 11620:2023(E)
3.27
external user
user of a library who does not belong to that library’s population to be served
[SOURCE: ISO 2789:2022, 3.2.19]
3.28
facilities
equipment, study places, etc. provided for library users
Note 1 to entry: Includes photocopiers, online terminals, CD-ROM workstations, seats for reading, and study
carrels, but excludes toilets, cafes, and public telephones.
3.29
fixed level of proficiency
FLP
minimum benchmark of basic knowledge in a domain (literacy or numeracy) measured through
learning assessments
[SOURCE: UNESCO SGD indicator metadata – Indicator 4.4.1 (Harmonized metadata template - format
version 1.0)]
3.30
free Internet resource
internet resource with unrestricted (open) access for which no payment is required
[SOURCE: ISO 2789:2022, 3.3.26]
3.31
full-time equivalent
FTE
measurement equal to one staff person working a full-time work schedule for one year
Note 1 to entry: For example, if out of three persons employed as librarians, one works quarter-time, one works
half-time, and one works full-time, then the FTE of these three persons would be 0,25 + 0,5 + 1,0 = 1,75 librarians
(FTE).
Note 2 to entry: Not all libraries can use the same number of hours per year to determine an FTE. Thus, any
comparative measures between libraries might need to consider any differences in hours.
3.32
functional literacy
ability to understand, evaluate, use and engage with written texts to participate in society, to achieve
one’s goals, and to develop one’s knowledge and potential
[SOURCE: OECD, 2016]
3.33
functional numeracy
ability to access, use, interpret and communicate mathematical information and ideas, in order to
engage in and manage the mathematical demands of a range of situations in adult life
[SOURCE: OECD, 2016]
3.34
goal
desired state of affairs to be achieved by the implementation of agreed policies
3.35
impact
difference or change in an individual or group resulting from the contact with library services
Note 1 to entry: The change can be tangible or intangible.
6
  © ISO 2023 – All rights reserved

---------------------- Page: 11 ----------------------
ISO 11620:2023(E)
[SOURCE: ISO 16439:2014, 3.25]
3.36
ICT
information and communication technology
diverse set of technological tools and resources used to transmit, store, create, share or exchange
information
Note 1 to entry: These technological tools and resources include computers, the Internet (websites, blogs and
emails), live broadcasting technologies (radio, television and webcasting), recorded broadcasting technologies
(podcasting, audio and video players and storage devices) and telephony (fixed or mobile, satellite, visio/video-
conferencing, etc.).
[SOURCE: UNESCO SGD indicator metadata – Glossary]
3.37
ICT proficiency
ability to perform an ICT related activity, which constitutes a learning target that can be assessed in the
context of a training lesson
[SOURCE: UNESCO SGD indicator metadata – Indicator 4.4.1 (Harmonized metadata template - format
version 1.0).]
3.38
ICT skills
skills that allow an effective use of ICT, independently of the device used, measured through the
accomplishment of ICT related activities.
[SOURCE: UNESCO SGD indicator metadata – Indicator 4.4.1 (Harmonized metadata template - format
version 1.0).]
3.39
indirect user
non-registered user who uses library services via a registered user
[SOURCE: ISO 2789:2022, 3.2.22]
3.40
indicator
expression (which can be numeric, symbolic, or verbal) used to characterize activities (events, objects,
persons) both in quantitative and qualitative terms in order to assess the value of the activities
characterized, and the associated method
3.41
in-house use
in-library use
use of documents on the premises having been taken by a user from open access stock
Note 1 to entry: In-house use includes browsing at the shelves in the sense of a short investigation of the contents
but excludes looking at the side or spine titles only for selecting material.
[SOURCE: ISO 2789:2022, 3.2.24]
3.42
institutional repository
open access repository for storing the publications of an institution, or a group of institutions, such as
e-prints, technical reports, theses and dissertations, datasets, and teaching and learning materials
[SOURCE: ISO 2789:2022, 3.3.29]
7
© ISO 2023 – All rights reserved

---------------------- Page: 12 ----------------------
ISO 11620:2023(E)
3.43
interlibrary loan
transaction of lending a document in its original physical form or delivery of a document, or part of it, in
copied form, from one library to another which is not under the same administration
Note 1 to entry: Mediated transmission of documents in electronic form is counted as electronic document
delivery.
[SOURCE: ISO 2789:2022, 3.2.25, modified — Note 2 to entry has been omitted]
3.44
library
organization, or part of an organization, the main aim of which is to facilitate the use of such information
resources, services and facilities as are required to meet the informational, research, educational,
cultural or recreational needs of its users
Note 1 to entry: The supply of the required information resources can be accomplished by building and
maintaining a collection and/or by organizing access to information resources.
Note 2 to entry: These are the basic requirements for a library and do not exclude any additional resources and
services incidental to its main purpose.
[SOURCE: ISO 2789:2022, 3.1.6]
3.45
library research
systematic study and analysis of some aspect of library and information science
Note 1 to entry: The results are usually published in a journal of library and information science or presented at
a library and information conference.
[SOURCE: ISO 2789:2022, 3.5.4]
3.46
library staff research publication
research publication by library staff in professional and academic subjects
Note 1 to entry: Includes publications in all formats, and presentations at conferences.
[SOURCE: ISO 2789:2022, 3.5.5]
3.47
library website
unique domain on the Internet consisting of a collection of web pages that is published by a library to
provide access to the library’s services and resources
Note 1 to entry: The pages of a website a
...