Public Library Assessment 公共图书馆绩效评价 Barbara J. Ford 傅尔德 Mortenson Center for International Library Programs 摩藤森中心 Dr. Shuyong Jiang 蒋树勇 Asian Library 亚洲图书馆 2009.09 ●图书馆绩效评价的方法、效果、存在问题。

Public Library Assessment 公共图书馆绩效评价 图书馆服务的绩效评价可以帮助我们在管理中，能够有足够的数据、事实、调查和分析来帮助我们做出明智的决定，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.”

Measurement & Evaluation 衡量尺度与评估 U.S. Institute of Museum and Library Services 联邦博物馆和图书馆服务机构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

Measurement & Evaluation 衡量尺度与评估 The Assessment Paradigm 评估模式 Resources > Capability > Utilization > Impact 资源 > 潜力 > 应用 > 影响 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

Measurement & Evaluation 衡量尺度与评估 Input measures: resources allocated (annual budget, size of collection, number of staff) 投入评估： 资源配置（年度预算，馆藏规模，人员数量） Process measures: transform resources into activities (quantify time or cost to perform specific task or activity such as ordering, receiving, cataloging) 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） Output measures: how inputs and processes utilized (annual circulation, number of reference questions answered, number of users served）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）

Tools Used for Assessment 评价的方法和工具 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

Tools Used for Assessment 评价的方法和工具 The New Planning for Results by Sandra Nelson for the Public Library Association 2001《讲求成果的新规划》 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

Tools Used for Assessment 评价的方法和工具 Public Library Data Service Statistical Report www.pla.org/plds 公共图书馆数据服务统计报告 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.

Tools Used for Assessment 评价的方法和工具 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

Tools Used for Assessment 评价的方法和工具 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.

Tools Used for Assessment 评价的方法和工具 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.

Tools Used for Assessment 评价的方法和工具 Library collection levels 图书馆馆藏标准 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

Tools Used for Assessment 评价的方法和工具 Who uses the standards谁会使用这些标准？ Guide for librarians, library staff, and board trustees during budget preparation and strategic planning. 图书馆 人员，管理者，董事会为 准备预算，制定计划 Reveal library strengths and weaknesses.了解长处和短处

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

Tools Used for Assessment 评价的方法和工具 U.S. Institute of Museum and Library Services and National Center for Education Statistics联邦博物馆暨图书馆服务机构与国家教育统计中心数据http://harvester.census.gov/imls/compare/index.asp 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 Compare Public Libraries - Use site to create reports comparing one library of interest to other libraries也可以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

Tools Used for Assessment 评价的方法和工具 How Does Your Public Library Compare with Service Performance of Peer Groups 跟同类的图书馆比较 Comparisons of service performance based on 5 input variable and 7 output variables.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

Tools Used for Assessment 评价的方法和工具 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

Public Library Ratings 公共图书馆等级评价 Hennen’s American Public Library Ratings (HAPLR)美国公共图书馆等级评价系统 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流通时间 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工作人员 (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 Started in 2008 Library Journal 始于 2008 年 (LJ) Measures 依据下列数据 (IMLS 2006): library visits人均访问次数 circulation人均流通次数 program attendance参加图书馆各种活动人次 public Internet computer uses 计算机的使用 Total 256 listed as 3 star, 4 star, and 5 star libraries 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 Library Journal 图书馆学刊 www.libraryjournal.com Library of the Year 年度最佳图书馆奖 Movers & Shakers 推动者和热门人物 Carnegie/New York Times I Love My Librarian Award 由卡内基/纽约时报主办-我喜爱的图书馆员奖http://www.ilovelibraries.org/ Local outlets – newspapers, etc.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

Other ways 其他评价的方法 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

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

Libraries Enrich Life 图书馆分富生活 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 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。

Libraries Enrich Life 图书馆分富生活 Jacksonville, Florida Quality of Life Project – library circulation is an indicator The Quality of Life Progress Report includes over 100 indicators that reflect trends in nine external environments: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 ： education; economy; environment; social wellbeing; arts, culture, and recreation; health; government; transportation; and safety. 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。 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 Fate of most public libraries in U.S. is entirely a local matter在美国大部分公共图书馆的命运完全是由所在地决定的

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

Thank You! 谢谢! Barbara J. Ford 傅尔德 bjford@illinois.edu Director and Distinguished Professor, Mortenson Center for International Library Programs, University of Illinois伊利诺伊大学摩藤森国际图书馆计划中心主任，荣誉教授 bjford@illinois.edu Dr. Shuyong Jiang 蒋树勇博士 Project Director and Associate Professor, Think Globally, Act Globally US-China Librarian Collaboration, University of Illinois Asian Library 伊利诺伊大学图书馆亚洲馆中美图书馆交流合作项目负责人，副教授 shyjiang@illinois.edu