?????????????[e-mail]

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• ?????????????pnhsieh_at_ccms.ntu.edu.tw
• http//www.lis.ntu.edu.tw/pnhsieh/
• 2001?12?7?

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3
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??Goal
??Objective
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????? ????
???? Center for Accountability and Performance.
Performance Measurement Concepts and Techniques.
2nd ed. Washington, DC American Society for
Public Administration, 1999.
4
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??A
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??Dimension ??Indicator ??Measure
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5
?????????

• Output measure
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• Workload measure
• output??????
• ?????????????
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• Efficiency measure
• ?????????
• ?????????????
• ???????????

6
?????????

• Service measure
• ????????
• Outcome measure
• ????????????????
• ????????(??)???
• Cost-effectiveness measure
• outcome?????

7
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Process
Output
Input
Outcome
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?Output?Outcome
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ACRL???????

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• 1. ?????
• ???????
• 2. ??
• 3. ????
• 4. ?????? (2 3)
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• 9. ???? (78)
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????N.A. Van House, B.T. Weil, and C.R. McClure,
Measuring Academic Library Performance A
Practical Approach Chicago American Library
Association, 1990.
12
??

• Standards for University Library Evaluation of
  Performance, 1979, 1989http//www.ala.org/acrl/gu
  ides/univer.html
• Standards for College Libraries, 1959, 1975,
  1986, 1995, 2000
• http//www.ala.org/acrl/guides/college.html
• Task Force on Academic Library Outcomes
  Assessment Report, June 27, 1998
• http//www.ala.org/acrl/outcome.html

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????????????

• Planning
• Adequacy of budget
• Adequacy of Human Resource
• Adequacy of Collection

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• Adequacy of Building and Equipment
• Access and Availability of the Collection
• Preservation and Conservation
• Resource Usage
• Adequacy of Service

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DIMENSION1Traditional Use Statistics

• Program Attendance
• In-library use
• Materials owned
• Staff size
• Reference Fill Rate
• Staff Expenditure
• Equipment Usage
• Use of Library Compared to other services/events

• Uses and users
• Visits to library
• Circulation
• Total Expenditures
• Reference volume
• Variety of users
• Materials Turnover
• Materials expenditure

????Nancy A. Van House and Thomas A. Childers.
The Public Library Effectiveness Study The
Complete Report. Chicago American Library
Association, 1993.
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Dimension2Review Internal Processes

• Managerial Competence
• Staff Morale
• Staff Quality
• Staff Helpfulness
• Support for Intellectual Freedom

• Bldg arrangement, Layout, and signage
• Goal Achievement
• Efficiency of Library operations
• Written policies
• Safety of users

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Dimension3Community

• Community Awareness of Offerings
• Users Evaluation
• Contribution to Community Well-being
• Services suited to the community
• Public Opinion
• Relationship with other community agencies

• Flexibility of Library Management
• Staff Suited to the community
• Staff contact with Users
• Public relations
• Community Analysis Demographics

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Dimension 4Access to Materials/Information

• Cooperation with other libraries
• Speed of service
• Information about other collections

• Interlibrary Loan
• Materials Availability
• Extent services are free

20
Dimension5Physical Facilities

• Convenience of Library building location
• Building easy to identify
• Parking

• Building Suitability
• Building Appeal

21
Dimension6Boundary Spanning

• Political and Fiscal Viability of the Library
• Board Activeness
• Voluntary Contributions
• Library Products (Booklists, Guides, etc.)

• Energy Efficient Building
• Continuing Education for Staff
• Planning and Evaluation
• Public Involvement in Library Decisions

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Dimension7Services Offered

• Quality and type of Materials (format) print,
  audio, visual, multi-media, etc.
• Other servicesPublic computers, Internet, Story
  time, Yearly tax forms copy machines,
  laminating, conference rooms, adult programs, etc.

• Hours convenient for patrons evenings, weekends,
  mornings, etc.

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Dimension8Service to special groups

• Handicapped Access
• Other Special group services

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International Performance Standards

• ISO 11620, Information and Documentation-Library
  Performance Indicators.

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ISO 11620

• 5??,19???
• ??????(user perception)
• ?????
• ??????(public services)
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• ??????????????????

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27

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34
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????Service Level Agreement, SLA

• LIS?????????????,??????
• ??
• - Proxy contract
• ??????????,???????
• A negotiated agreement, agreed between the
  parties, which quantifies the minimum level of
  service and sets out costs and criteria for
  delivery.
• ??LIS??????
• ???????????????(contract),?????????????????

36
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• a negotiated agreement
• ??????,????????????(???,????????????,????????????
  )
• SLA????????????,??supplier,??LIS,????????
• Level of service (minimum)
• Cost
• Resources

????Pantry, Sheila and Peter Griffiths. The
Complete Guide to Preparing and Implementing
Service Level Agreements. London Library
Association Publishing, 1997.
37
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38
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1996
1997
1998
1999
2000
2001
??
39
??????????

1. ????????????????
2. ????????????????????????
3. ?????????????????????
4. ???????entry(??)????????
5. ?????????????????
6. ???????entry(??)??????

????EQUINOX Definition of Electronic Library
Performance Indicators. http//equinox.dcu.ie/repo
rts/pilist.html
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EQUINOX

• Library Performance Measurement and Quality
  Management SystemPerformance Indicators for
  Electronic Library Services
• Peter Brophy, etc.

41
??????????

1. ????(information requests)???????????
2. ????????????
3. ??????????????????????
4. ??????????????
5. ????????????????
6. ?????????????????????????????
7. ???????????????????????????????????????
8. ???????????????

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??????????

• ????,?????(macro)???(micro)????
• ????????(multidimensional),???????????????????????
  ?
• ??????????stakeholder?????????????
• Stakeholders???????????
• Quality
• Outcome
• Electronic environment

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?????What gets measured, gets done

• ?????

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