PUBLIC LIBRARY ASSESSMENT 公共图书馆的评估 蒋树勇 2010 7-8 长春，哈尔滨，合肥

公共图书馆评估 为什么？ 谁来评？ 评什么？ 怎么评？ Each question will affect the other, for example: Why may decide who and what and how. Who do the evaluation may decide the purpose and what and how.

为什么进行评估？ 图书馆服务的评估可以帮助我们在管理 中，能够有足够的事实、调查和分析来 做出明智的决定，从而最大限度地发挥 图书馆资源和服务的效益。 “Decisions are based on facts, research, and analysis, and where services are planned and delivered in ways that maximize positive outcomes and impacts for customers and stakeholders.”

为什麽进行评估？ 知彼知己 鼓舞士气 有助于图书馆策略、计划的制定 宣扬图书馆的服务和价值 寻求地方和社区的理解和支持 了解用户的需要 了解是否满足了用户的需要，哪些需要改进 找寻最佳服务模式 鼓舞士气 有助于图书馆策略、计划的制定 宣扬图书馆的服务和价值 寻求地方和社区的理解和支持 Improvement Accountability Values & worth Planning Decision making 所谓评估，并非只是一组收集来数据，而是一个过程。这个过程可以帮助我们更好地了解服务社群学习、教学和科研的需要，了解图书馆用来支持这些需要所提供的资源，以及服务。

由谁进行评估？ 等级评价 星级图书馆 图书馆特别奖项 用户反馈 自我评估

公共图书馆等级评价 （Rating) 美国公共图书馆等级评价系统 Hennen’s American Public Library Ratings (HAPLR) http://www.haplr-index.com Cost per circulation (low to high)流通费用 Visits per capita人均访问次数 Collection turnover馆藏借还 Circulation per FTE Staff Hour流 Circulation per Capita流通 Reference per capita参考 Circulation per hour每小时流通量 Visits per hour 每小时访问人次 Circulation per visit 每次访问流通量 Expend. per capita 经费 Percent Budget to materials馆藏的经费比例 Materials Expend. Per capita人均图书经费 FTE staff per 1,000 popul每千人) Periodicals per 1000 residents 期刊 (每千人) Volumes per Capita图书 Measurement Category HALPR Weight Expend. per capita 3 Percent Budget to materials 2 Materials Expend. Per capita 2 FTE staff per 1,000 popul 2 Periodicals per 1000 residents 1 Volumes per Capita 1 Cost per circulation (low to high) 3 Visits per capita 3 Collection turnover 2 Circulation per FTE Staff Hour 2 Circulation per Capita 2 Reference per capita 2 Circulation per hour 2 Visits per hour 1 Circulation per visit 1

America’s Star Libraries 美国星级图书馆 http://www.libraryjournal.com/article/CA6629180.html 始于 2008 年 (LJ) 依据下列数据 (IMLS 2006): 人均访问次数library visits 人均流通次数circulation 参加图书馆各种活动人次program attendance 计算机的使用public Internet computer uses 全美国 256 个图书馆被评为三星,四星和五星级图书馆 Recommended model 建议各图书馆馆长依据此星级标准 衡量本馆工作        The LJ Index rates U.S. public libraries with total expenditures of $10,000 or more that serve populations of at least 1000. Ratings are based on four per-capita service indicators: library visits         circulation         program attendance         public Internet computer uses

Special Awards 特别奖项 图书馆学刊Library Journal www.libraryjournal.com 年度最佳图书馆奖Library of the Year 推动者和热门人物Movers & Shakers 由卡内基/纽约时报主办-我喜爱的图书馆员奖 Carnegie/New York Times I Love My Librarian Award http://www.ilovelibraries.org/ 地方渠道，报刊新闻 Movers & Shakers - 50 or more up-and-coming individuals from across the United States and Canada who are innovative, creative, and making a difference. From librarians to vendors to others who work in the library field, Movers & Shakers 2010 will celebrate the new professionals who are moving our libraries ahead. Carnegie Corporation of New York awarded the American Library Association $489,000 to support the Award. Administered by the ALA’s Public Information Office and Campaign for America’s Libraries, the award encourages library users to recognize the accomplishments of librarians for their efforts to improve the lives of people in their community. http://www.ilovelibraries.org/ Local outlets – newspapers, etc

公共图书馆服务用户反馈和调查 Listening to Customers 倾听读者的意见 Surveys to measure customer expectations用户调查来衡量用户服务的期望 Focus group interviews 焦点小组访谈 Mining the automated systems自动化系统的 资料采集 Listening to Customers Surveys to measure customer expectations Focus group interviews Mining the automated systems Public libraries, outcomes and quality of life International Institute for Sustainable Development – Sustainability Indicators Decision about which indicates to use to measure quality of life by state or community is result of neighbor meetings or visioning project to provide consensus about important variables that contribute to community’s definition of well being http://www.iisd.org/measure/compendium/ Jacksonville, Florida Quality of Life Project – library circulation is an indicator Fate of most public libraries in U.S. is entirely a local matter

公共图书馆的对比评估 跟同类的图书 馆比较 根据5个输入变 量和7个输出变 量来对服务性 能进行比较

公共图书馆馆际对比 输入变量包括公共服务时 数，馆员总数，由美图协 认可的馆员数，总订阅数， 书籍和期刊总数的。 输出变量包括人均图书馆 访问次数，儿童计划出席 人次，儿童材料的流通量， 收到的每千人的馆际互借 数，馆际互借提供情况， 总人均参考咨询量，人均 图书总流通量 Input variables includes public service hours per year, total librarians, total ALA-MLS librarians, total number of subscriptions, total number of books and serials. Output variables included library visits per capita, children’s program attendance, circulation of children’s materials, interlibrary loans received per 1,000 population, interlibrary loans provided, total per capita reference transactions, and total per capita circulation

美国政府对州图书馆的评估 美国联邦博物馆 暨图书馆服务署 （IMLS）的年度 调查 五年计划及其评 估 http://www.imls.gov/programs/5yearplans.shtm http://www.imls.gov/programs/5yearplans.shtm

公共图书馆评价内容 资源 潜力 应用 影响

The Assessment Paradigm 评估模式 Resources Capability Utilization Impact The Assessment Paradigm 评估模式 资源 潜力 应用 影响 资源：投入评估 Resources: input measures 潜力：过程评估 Capability: processing measures 应用：产出评估 Utilization: output measures 影响：效果评估 Impact: outcome measures

公共图书馆评估内容 投入评估： 资源配置（年度预算，馆藏 规模，人员数量） 过程评估：把资源转化为活动（完成某 项任务比如订书，收书，编目所需的时 间，费用） 产出评估：投入和过程中的应用（年流 通量，咨询问题数，服务对象人数） 效果评估： 图书馆价值-图书馆丰富生活 Input measures: resources allocated (annual budget, size of collection, number of staff) Process measures: transform resources into activities (quantify time or cost to perform specific task or activity such as ordering, receiving, cataloging) Output measures: how inputs and processes utilized (annual circulation, number of reference questions answered, number of users served）

公共图书馆服务评估的内容 U.S. Institute of Museum and Library Services 联邦博 物馆和图书馆服务署2007 年资料 图书馆服务 Services 馆藏 Collections 工作人员 Staffing 运行资金来源 Operating Revenue 运行资金开支 Expenditures 二、评价的内容-What need to be assessed? • 图书馆的资源，比如藏书量（size） • 图书馆的传统服务：编目、咨询（size, cataloging, circulation) • 图书馆使用情况-借阅量：网络资源的使用。Operating Revenue and Expenditures (headcount, use) • 用户对图书馆的满意程度User satisfaction • 图书馆服务的效果Outcome of the library service • 图书馆服务的经济效益value of library services

公共图书馆服务评估的内容 The Public Library Service: IFLA/UNESCO Guidelines for Development 2001 公共图书馆服务：国 际图联/联合国科教文 组织发展准则 Sections include: role and purpose, legal and financial framework, meetings the needs of users, collection development, human resources, management and marketing Management tools discussed include: community needs analysis, monitoring and evaluation, performance measurement

公共图书馆服务评估的内容 U.S. State Standards – each different 美国各州的标准-每个州都不同 Standards for Illinois Public libraries以伊利诺伊州公共图书馆的标准为例 Data and statistics used with planning process to establish case of library support at local level Categories for basic library statistical data at national level Reporting unit and target population, human resources, collection resources, infrastructure, finances, services Serving our Public 2.0: Standards for Illinois Public Libraries Basic essential standards: operate in compliance with Illinois library law, have organized collection of information, have written library policies approved by library’s governing body, have fixed location with posted regular hours of services, have trained paid staff to management the collection and provide access to it, be supported in part of in whole by public funds, have an identifiable library materials budget and 24 core standards Chapter topics: governance and administration, personnel, facilities, technology, access, collection management and resource sharing, public services including reference and reader’s advisory services, programming, marketing, promotion, collaboration

公共图书馆服务评估的准则 《新编讲求成效的规划》The New Planning for Results by Sandra Nelson for the Public Library Association 2001 鼓励每个图书馆发展自己的目标，以反映社会需要 为市民服务：基本识字，企业和职业信息，商品，社会推介，消费者信息，文化意识，当前主题和标题，正规学习的支持，一般信息，政务信息，信息素养，终身学习，当地的历史和家谱 Previously standards – since 1966 planning process that encouraged each library to develop its own goals to reflect community needs Service response is what a library does for, or offers to, the public in an effort to meet a set of well-defined community needs Ways libraries serve the public: basic literacy, business and career information, commons, community referral, consumer information, cultural awareness, current topics and titles, formal learning support, general information, government information, information literacy, lifelong learning, local history and genealogy. 服务响应是一个图书馆没有的，或提供的，市民的努力，以满足了一套明确的社会需要图书馆如何为市民服务：基本识字，企业和职业信息，商品，社会推介，消费者信息，文化意识，当前主题和标题，正规学习的支持，一般信息，政务信息，信息素养，终身学习，当地的历史和家谱 Provides example of needs addressed by service response, what library does and provides, possible components of basic service, target audience and service aspects, resource allocation issues, possible measures to consider when developing objectives, basic stories 提供的例子，以服务响应读者需要，图书馆能做什么，提供什么。基本服务的组成部分，服务对象和方面，资源分配问题，可能采取的措施时需要考虑的发展目标，基本的事例

如何进行公共图书馆评估 数据！ 数据！！ 数据！！！

公共图书馆服务的评估准则 所有的评估方法都是用来加强决策….. 我们需要数据来帮助我们做政策规划， 人员分配，馆藏建设，和提供服务计 划的决定，以期最大限度的发挥图书 馆资源和服务的效益。

公共图书馆服务评估的准则 Staffing levels 图书馆职工人数的标准 i.e. library’s jurisdiction population is 8,500, the library wishes to achieve the “growing” level, the library population is 5000-9999, and basic is 2 FTE, but to be “growing”, the library needs to the number of additional FTEs needed to reach the growing, is .5 per 1,000 population. Multiple by 8.5 x 1000 x .5 =4.25 So, the library will need to have 2 + 4.25 =6.25 FTE.

公共图书馆服务评估的准则 Hours of services by population 按人口计算的图书馆开放时间 Same concept, for library hours. The consideration should be given to the convenience of users in establishing hours of operation. Every library should have some evening hours past 5pm. And some weekend hours including a minimum of four hours on Saturday.

公共图书馆服务评估的准则 图书馆馆藏标准 Resources: input measures 资源：投入评估 Book collection: Example: The Library’s jurisdictional population is 38,000 The library wishes to achieve the “established” level The library’s population is in the 25000-49000 range. Therefore, the ‘base’ for the library is 70000 The established level for this range is 2.75 volumes per capita Multiply 2.75 x 38000 =104500 Add this 104500+70000=174500 May ask a question: What kind of measure this is? Resources: input measures 资源：投入评估 Capability: processing measures 潜力：过程评估 Utilization: output measures 应用：产出评估 Impact: outcome measures 影响：效果评估

公共图书馆服务评估的准则 公共图书馆数据服务统计报告 Public Library Data Service Statistical Report www.pla.org/plds Designed to meet the needs of public library administrators and others, including media outlets, for timely and relevant library-specific data that supports a wide variety of management decisions.  Published annually, the PLDS Statistical Report collects information from more than 800 public libraries across the United States and Canada on finances, library resources, annual use figures and technology.  In addition, each annual PLDS report contains a special survey highlighting statistics on one service area or public library topic. 2009 includes a special survey on library facilities The current edition will help library managers identify top performing libraries, compare service levels and technology usage and provide documentation for funding requests.  The “Statistical Report 2009” is available for purchase in both print and database subscription The Public Library Data Service (PLDS) Statistical Report, a project of the Public Library Association, is designed to meet the needs of public library administrators and others for timely and effective library-specific data that illuminates and supports a wide variety of management decisions. Since its beginning in 1988, PLDS reports have also been used extensively by the press to better understand public libraries. Published annually, the PLDS report presents exclusive, timely data from more than 800 public libraries across the United States and Canada on finances, library resources, annual use figures, and technology. In addition to these valuable topics, each year's edition contains a special survey highlighting statistics on one service area or topic. The 2008 report contains a special survey on public library finance.

公共图书馆服务评估的准则 联邦博物馆暨图书馆服务署与国家教 育统计中心数据U.S. Institute of Museum and Library Services （IMLS）and National Center for Education Statistics 对9000个公共图书馆进行统计。提供的数 据可以是个别馆的，也可以是在州和国家 为层次的 选择公共图书馆进行数据比较并形成报告。 Nationwide descriptive statistics on public libraries are collected and disseminated annually through a voluntary census, the Public Libraries Survey. The survey is conducted by the U.S. Census Bureau for the Institute for Museums and Library Services (IMLS). Statistics are collected from over 9,000 public libraries. Data are available for individual public libraries and are also aggregated to state and national levels. Compare Public Libraries - Use site to create reports comparing one library of interest to other libraries http://harvester.census.gov/imls/compare/index.asp

联邦对公共图书馆的数据统计 http://harvester.census.gov/imls/pubs/pls/index.asp 报告调查就州图书馆服务的7个主要方面提供材料：州图书馆各类馆藏，服务流通情况，网络信息服务，人员编制和对公众开放时间，财政支出概况，财政收入来源，向包括公共，大学和研究图书馆，学校，特藏等各类图书馆提供的服务。 http://harvester.census.gov/imls/pubs/pls/index.asp

联邦对州图书馆的数据统计和评估 http://www.imls.gov/programs/programs.shtm http://harvester.census.gov/imls/pubs/stla/index.asp

Tools Used for Assessment 评价的方法和工具 怎样使用？ 经常检查，修改 Review, reflect, and refine library’ s service philosophy and strategic planning 管理者用来指导工作并提出改进工作的建议Director uses to share library’s progress as well as recommend changes to library board 馆员会议讨论使所有馆员都了解图书馆服务宗旨Library staff meetings focus on standards to enhance staff’s understanding of library’s service philosophy

ROI—Return on Investment 投资效益 公共图书馆服务的绩效评价 ROI—Return on Investment 投资效益 图书馆服务价值

美国公共图书馆服务的绩效评价 为图书馆花的每一美 元，所在社区平均可 获四美元的回报。 http://www.oclc.org/roi/

美国公共图书馆服务的绩效评价 公共图书馆在地方经济发展中的作用 通过图书馆来增强经济建设 公共图书馆的经济影响 Return on information 着重图书馆为居民提供信息帮助地方经济 并由一些成功的事例 着重图书馆为居民提供信息促进地方经济

美国公共图书馆服务的绩效评价 图书馆的价值何在 图书馆的直接贡献—员工的个人支出，图 书馆的运营开支，等等 图书馆服务的经济效益—全年的访问人次 ，借阅人次，活动参加者人次，电脑、网 络的使用时数，咨询服务，等等 电灯泡，对经济的贡献 http://www.maine.gov/msl/services/calculator.htm How to Calculate the Return on Investment (ROI) Use a combination of your most current annual report, other statistics you keep, and the Library Value Calculator. The annual report doesn’t gather all of the numbers that the value calculator asks for. You may gather things like “Meeting Room Use Per Hour” in a separate manner from the annual report. If you have statistics for everything asked for in the value calculator, then use those numbers. If not, then there will be some blanks in the value calculator.  That is OK. The ROI you calculate will still be valid. Fill out the value calculator Books Borrowed: From your annual report, subtract Total Children’s Circulation (6.1) from Total Circulation (6.2).  Put this number in the value calculator as Books Borrowed.  Paperbacks Borrowed:  Get this number from your automated circulation system. Children’s Books Borrowed: From your annual report, use Total Children’s Circulation (6.1). Magazines Borrowed: Get this number from your automated circulation system. Movies Borrowed: Get this number from your automated circulation system. Audio Books Borrowed: Get this number from your automated circulation system. Museum Passes Borrowed:  Get this number from your regularly gathered statistics. Magazine/Newspaper Use in the Library:  This is an In-house use statistic that some libraries record all the time and some libraries designated a week every quarter to record.  Some automation system allow for the scanning of items left on tables for an in house use statistic.  You might also capture this number manually. Interlibrary Loan:  From your annual report, use 4.10 Total Number of Interlibrary Loans Provided to Other Libraries. Meeting Room Use per Hour:  Get this number from your regularly gathered statistics. Auditorium Use per Hour: Get this number from your regularly gathered statistics. Adult Programs and Classes Attended:  From your annual report, use 4.4 Adult Program Attendance per year. Children’s Programs Attended:  From your annual report, use 4.1 Children’s Program Attendance per Year. Hours of Computer Use:  From your annual report, use 8.3 Number of Users of Internet Computers per Year.  Reference Questions Asked:  From your annual report, use 4.8 Number of Reference Transaction per year. Calculate the ROI To calculate the ROI, divide the total number from the value calculator by the Total Local Revenue (3.3) number from your annual report.  This calculation results in the return on the investment in your library of every local dollar. 

+ 美国公共图书馆服务的绩效评价 = 图书馆的价值 图书馆的直接贡献 图书馆服务的经济效益 ÷ ÷ ÷ In this study the value of a reference transaction is based upon the average hourly wage of librarians is $23.19 as reported by the Wisconsin Department of Workforce Development. It is assumed that the total time (answering the call, researching data, follow up, record keeping) spent on reference calls is 15 minutes. The time estimate falls in the mid range of public library economic impact studies reviewed for this report. Following the methodology described above, the market value of reference transaction For this study, it is estimated that the public library computers in Wisconsin are used about 2/3s of the available time or about 1,322 hours per year. The value of each hour of use is set at $4 reflecting about 50 cents in annual hardware costs and $3.50 in operating costs (or a 7:1 ratio of operating costs to hardware purchase costs). Following this methodology, the value of computer and internet access is shown below. Economic Value of Computer/Internet Access = $28,494,760 The economic value children’s programming is a function of the approximate market value of a session and the number of children who take part in these programs. Market values were taken from a sample of children’s programs offered by park and recreation departments, YMCA and YWCA’s, and other organizations. An average value for attendance at a children’s program was set at $4. Following the methodology described above, the eco The ROI is calculated by dividing the economic contribution of public libraries per capita ($134.16) by the public tax support per capita ($33.07). This return per dollar of taxpayer funds comes back to taxpayers in the form of the value of public library services and the direct economic contribution of public libraries to the state economy. In addition to the measurable services and expenditures that add value to the ÷ ÷ ÷

美国公共图书馆服务的绩效评价 如何计算经 济效益（个 人）How to Calculate the Return on Investment (ROI) http://www.lrs.org/public/roi/usercalculator.php

纽约公共图书馆馆长在纽约市政会预算听证 Video On June 4, 2010 - Dr. Paul LeClerc, President and CEO of NYPL testified to the New York City Council about how the proposed 2010 budget cuts would effect the New York Public Library “Single smart investment you can make in welfare to our city and the result of you can get per dollar spent (1:24-1:50) In US, One out of three people goes to the public library for access to internet (5:44- 纽约公共图书馆馆长在纽约市政会预算听证

Libraries Enrich Life 图书馆分富生活 公共图书馆及其成果对生活品质的影响 Public libraries, outcomes and quality of life http://www.iisd.org/measure/compendium/ 国际可持续发展研究所- 可持续性指标 International Institute for Sustainable Development – Sustainability Indicators Outcome 影响评价

Libraries Enrich Life 图书馆分富生活 使用哪些指标来衡量一个国家或社会的生活质量完全是由邻居会议产生的结果或者远景规划项目从而对有助于为社会福利做出贡献的重要因素达成共识。Decision about which indicates to use to measure quality of life by state or community is result of neighbor meetings or visioning project to provide consensus about important variables that contribute to community’s definition of well being

Libraries Enrich Life 图书馆分富生活 Jacksonville, Florida Quality of Life Project – library circulation is an indicator 生活质量的进度报告，包括反映9项外部环境的趋势的 100多个指标 The Quality of Life Progress Report includes over 100 indicators that reflect trends in nine external environments 教育，经济，环境，社会福利;艺术，文化，娱乐，保 健，政府，交通和安全 education; economy; environment; social wellbeing; arts, culture, and recreation; health; government; transportation; and safety. Jacksonville's “Quality of Life Progress Report" is probably the most well-known community indicators project. In 1985, the Jacksonville Chamber of Commerce and JCCI came together to measure the quality of life in the community, expanding beyond economic indicators to measure the breadth of what was important to the Jacksonville community. 100 community volunteers developed indicators for measuring the quality of life and created what are now 119 indicators in the following nine categories: Achieving Educational Excellence, Growing a Vibrant Economy, Preserving the Natural Environment, Promoting Social Wellbeing and Harmony, Enjoying Arts, Culture, and Recreation, Sustaining a Healthy Community, Maintaining Responsive Government, Moving Around Efficiently, and Keeping the Community Safe. The indicators have been updated annually to monitor Jacksonville's progress on community improvement, and reviewed annually by a citizen's committee that assigns Gold Stars and Red Flags to community priorities as the trendlines move toward or away from the Targets for 2005 set in 2000. In 2002, the Quality of Life and JCCI's other regional human services indicator project, the Community Agenda, were brought together in one document.

Libraries Enrich Life 图书馆分富生活 在美国大部分公共图书馆的命运是与所在地 的经济，生活文化需求密不可分的Fate of most public libraries in U.S. is entirely a local matter

Suggested readings参阅书目： Demonstrating results: using outcome measurement in your library‎ by Rhea Joyce Rubin, Public Library Association 2006 The New Planning for Results by Sandra Nelson，Public Library Association 2001 ROI--Public library outcome of investment evaluation http://www.lrs.org/public/roi/ “Worth Their Weight: An Assessment of the Evolving Field of Library Evaluation” by Susan Imholz; Jennifer Weil Arns in Public Library Quarterly, Volume 26, Issue 3 & 4 March 2008 , pages 31 – 48 Public libraries: return on information (ROI) [OCLC] http://www.oclc.org/roi/ Articles and Studies Related to Library Value (Return on Investment) http://www.ala.org/ala/research/librarystats/roi/index.cfm

Thank You! 谢谢! Dr. Shuyong Jiang 蒋树勇博士 伊利诺伊大学图书馆中美图书馆交流合作项目负 责人，副教授 shyjiang@illinois.edu