public library municipality.............. 3
Measuring Library Efficiency and Quality .............................................. 5
List of library performance indicators
Systematization and analysis of indicators used for evaluation
activities and conditions for the development of the library .............................. 10
Application
An indicative list of library services .............................................................. eighteen
for evaluating the effectiveness and quality of work
public library
municipality
The development of library performance indicators is due to the needs of real management practice, the need to assess the feasibility of spending budget funds.
This task is of particular relevance in connection with the ongoing reform of the public sector. reform concept budget process provides for "the formation and inclusion in the budget process of the procedure for assessing budget expenditures, a phased transition from budget planning and financing of expenditures to budget planning focused on achieving final socially significant and measurable results. At the same time, the system for evaluating these results should include “both immediate results (provision of services of a certain quality and volume) and final results (the effect of the services provided for their recipients)”.
When choosing criteria that reflect the socially significant results of the library's activities, indicators should be used that characterize the activity of the library's work with the population. At the same time, the indicators should be sufficiently informative, and their number should not be large.
Evaluation of the level of efficiency involves the choice of a comparison base. In the conditions when social standards in the field of culture have not yet been developed, such a base can be: a) the best or average values of indicators for institutions of the corresponding type; b) the values of the performance indicators of the same institution in the previous period.
Taking into account the list of reporting indicators of libraries and of the All-Russian classifier public services, as measured indicators social efficiency activities libraries are suggested to be used:
- 1. the number of library users (persons) and the change in their number compared to the previous year (%);
- 2. the number of loans (copies) and the change in their number compared to the previous year (%);
- 3. number of visits (persons) and change in their number compared to the previous year (%);
- 4. coverage of the population with library services (% of library visitors from the total number of residents of the served area);
- 5. the number of events held by the library per year (units) and their average attendance;
- 6. share of activities designed to serve socially less protected age groups: children and adolescents, pensioners, people with disabilities, etc. (% of the total number of events held);
- 7. The share of new forms of library and information services for users in the total number of specialized services provided by the library.
As the main indicators economic efficiency activities of libraries it is proposed to use the following:
- 1. Income from statutory and entrepreneurial activity based on one library specialist (thousand rubles);
- 2. income from statutory and entrepreneurial activities per square meter of area (thousand rubles);
- 3. the cost of one visit to the library (in rubles) and its change (growth, decrease) compared to the previous year (%);
- 4. the cost of one lending of the library (in rubles) and its change (growth, decrease) compared to the previous year (%);
- 5. specific gravity expenses for the acquisition of library funds from total expenses (%);
- 6. share of budget financing in the cost of library visits per year (%);
- 7. share of budget funding in the cost of lending the library for the year (%);
- 8. average salary library worker (rubles/month) and its level compared to the average monthly salary in the region (%).
As the main performance indicators The following libraries are suggested to be used:
- 1. number of visits per sq. m area;
- 2. the number of book loans per one library specialist (copy);
- 3. number of readers per one library specialist (persons).
An important aspect of evaluating the effectiveness of the library is taking into account the opinions of consumers of library and information services. To solve this problem, you can use a mechanism such as regular sociological research(monitoring) on the problems of quality and level of library and information services for the population, surveys and other forms. This will help to ensure constant feedback between the library, the public and local governments and will improve the efficiency and quality of the services provided, their relevance to existing needs.
Measuring the efficiency and quality of the library
The library and information center are seen as service organizations whose task is to provide quality services to users.
The concept of quality has gradually evolved - from control and examination of products to a broader view, focused on the analysis of the services provided and all organizational structure. Quality in this sense means compliance with the set goal, the purpose of the service or product, which is determined by consumers in each particular organization.
Quality is defined as "the complete set of features and characteristics of a product or service that are relevant to the ability to satisfy stated or implied needs."
Comparing performance evaluation results with goals and objectives not only provides an opportunity to evaluate the organizational structure of the library in terms of efficiency improvement, but can lead to a redefinition of goals and objectives. The results of the performance study will show whether the goals were too high (unattainable) or too low (easily surmountable).
Quality planning must be accompanied by quality control. A measurement tool is required in order to determine how the library is progressing towards its planning goal. This is what performance measurement is all about.
Performance measurement means the collection of statistical and other data describing the operation of the library, and the analysis of these data in order to evaluate its effectiveness. In other words, comparing what the library does (performance), with what it should do (mission) and what it wants to achieve (goals).
Efficiency - this is the level of achievement by the library of the set goals, taking into account the needs of users.
Performance indicator - a quantitative indicator used to evaluate and compare the effectiveness of the library in achieving its goals.
Sample list of library performance indicators
General use of the library and its facilities
1. User Reach
2. Compliance of the library schedule with the needs of users
Collection quality(fund)
3. Using the collection
4. Use of collections by subject areas
5. Unused Documents
Catalog quality
6. Search by name
7. Search by subject heading
Availability of documents in the collection(fund)
8. Efficiency of picking
9. Efficiency of book processing
10. Accessibility
11. Document delivery time
12. Efficiency of the IBA
Help Desk
13. Correct Answer Rate
Remote use
14. Maintenance of remote users
User satisfaction
15. User satisfaction
16. User satisfaction with services provided remotely
User reach indicator determines how much library services are in demand by those who belong to the main group of users. This is especially important in situations where there is more than one library, such as two-level library systems providing the opportunity to use the services of the central library and its branches.
When comparing libraries, their structural differences should be taken into account
Indicator "Conformity of the library schedule to the needs of readers" useful for all types of libraries. In reality, there is always a gap between reader-friendly hours of operation and the library's ability to meet those wishes, limited financial resources, and available staff. And despite the fact that network technologies allow libraries to provide some services 24 hours a day, there is an urgent need for organizing book lending to the home and reading room at any time throughout the week.
Measuring this need can help in deciding whether and when the library should increase its opening hours.
Indicator "Use of the collection (fund)" is designed to evaluate all ways of using the library fund: lending through the loan, in the reading room and other service points.
In libraries with open access to the collection, the use of documents in the reading room can equal the level of lending books, and for collections dominated by journals, viewing, reading and copying documents in the library becomes the most important form of use.
Indicator "Use of collections (fund) by subject areas" determines how the library's resource allocation and acquisition policy meet the needs of users. The library receives information about whether it spends money correctly on the acquisition of publications in certain subject areas.
Indicator "Unused Documents" determines which part of the collection (fund) was not claimed. The indicator is limited to the lending collection only, since it is not possible to take into account the use of the document within the library over an extended period of time.
"Search by name" indicator defines the library's success in creating a catalog as a tool for the reader to efficiently search for a document by its title.
An analysis of the reader's skills in using the catalog provides information about the correctness of the elements of the bibliographic description that are being searched, about familiarity with various types catalogues, about knowledge of cataloging rules. Accordingly, this indicator is the basis for making a decision to improve user training.
The indicator also helps to reveal the following facts:
- catalog is complete,
- the catalog has shortcomings (for example, missing cross-references do not allow the reader to easily find the document of interest to him),
- The electronic catalog interface (commands, help information, etc.) is user-friendly.
A library with closed access to the collection is more interested in studying this indicator, since the catalog is an intermediate link between the user and the documents of interest to him. Comparison between libraries requires careful consideration of differences in cataloging rules and catalog types.
"Search by subject heading" indicator designed to evaluate the quality of the catalog and its compliance with the wishes of the user, the score is calculated by determining the proportion of successful document searches. A search in a subject directory is considered successful if the following two criteria are met:
- high level of compliance, i.e. all possible set of names in the catalog related to this subject area must be found,
- high accuracy, i.e. the entire set of documents found in the catalog must clearly correspond to the desired subject area.
The indicator can be used by all libraries that maintain a subject or systematic catalog, first of all, it is useful for libraries with closed access to the collection, where users cannot independently search for the document of interest to them on the bookshelf, but are forced to use the catalog.
The indicator can be used regardless of the catalog type (card, microfiche, electronic).
Picking efficiency indicator determines the efficiency of the library in responding to the publication of the document, as well as the promptness of the delivery of the ordered document by the supplier. The analysis of picking speed helps to determine the reason for the delay in the receipt of documents and find ways to improve this process.
Not only the efficiency of the bookselling organization is taken into account, but also the efficiency of the library. If the library takes too long to complete an order, the speed of acquisition should be increased. The collection service can be considered satisfactory only if the document is ordered so far in advance that it should be delivered by the bookselling organization immediately after its publication.
Efficiency of the order is part of the speed of collection, which the library can effectively influence on its own.
When determining indicator "Efficiency of processing books" analysis of the speed of processing books allows you to determine whether there are delays in the process of providing the user with access to new books and where exactly they occur. The ability to compare different libraries depends on the degree of similarity of document processing processes, such as the level of automation and the use of corporate cataloging.
Availability indicator related to the balance of requests for information and the provision of materials by the library. It is defined as the proportion of materials that the user can use inside the library (including copying) or that can be taken home immediately, in relation to all the information resources he needs.
Documents provided from closed funds are also considered to be available immediately, even if the lending process takes some time.
Accessibility analysis is intended to determine the extent to which libraries provide users with the documents they need.
The indicator helps to analyze whether:
- the names in the fund correspond to the needs of users,
- there is a sufficient number of copies of the most requested titles,
- precise and correct placement is used,
- all received documents are described in the catalog,
- directories are easy to use.
Accessibility is a very important indicator of the effectiveness of any library, since the user's opinion about the library largely depends on the availability of the documents he needs.
The indicator can be applied separately for different parts of the collection, for example, by subject area.
Document delivery time indicator provides valuable information for all types of libraries, regardless of whether the library has an open access fund, or most of it is in a closed book depository. Comparison is possible between libraries with the same structure, however, consideration should be given to features such as means of transportation, design and layout of library facilities, etc.
Indicator "Efficiency of the IBA" is of interest to all libraries that implement the MBA service.
The purpose of the IBA, as part of the library service, is to obtain a document that the library does not have from other organizations. Therefore, it is desirable to develop procedures for monitoring the effectiveness of obtaining materials from other sources. In order for libraries to be able to compare the quality of MBA work, this procedure should be standardized: the order success rate should be defined as the main criterion.
Indicator "Correct Answer Receipt Rate" includes evaluation of the help desk based on the use of quantitative and qualitative methods.
Libraries and information centers are considered as organizations whose main task is to provide quality services to customers.
While the help desk is a key service in most libraries and an extremely expensive service that requires highly qualified staff and access to a vast array of expensive bibliographic resources (print/non-print, local/distributed).
The quality of a library reference service is easier to assess based on factual queries. But if the user was redirected to sources in which he will find the answer to his question, then such an answer should also be considered correct.
Although completeness and accuracy are the main criteria for evaluation, the time spent by the librarian looking for an answer also helps to evaluate the quality of the help desk. It should be taken into account that providing the user with a complete answer, as a rule, requires more time than redirecting him to help materials.
Estimating the response time for a telephone or mail survey has many inaccuracies. If the librarian must call the user back to report back, there are many reasons for delays. The same happens when sending a response by mail.
Serving remote users indicator is considered in relation to users accessing library services provided over an electronic network (for example, OPAC, CD-ROM database, electronic publications, reference information, etc.) from access points located outside the library and its branches. Not taken into account here phone calls and fax inquiries.
The indicator measures the proportion of library services that are remotely available to users. Only well-automated libraries with developed network systems that provide adequate statistical information are subject to comparison.
Low scores may indicate the following:
- weak marketing of library services,
- poor quality of help information on the screens,
- problems accessing the system,
- unattractive set of offered services (for example, only CD-ROM).
Relatively indicator "User satisfaction" two levels of user satisfaction are considered:
- overall user satisfaction, which evaluates the overall service of the library;
- user satisfaction with individual services or their components, such as library hours or librarians' explanations.
Because the definition and method of calculating user satisfaction is the same, both levels can be considered simultaneously.
User satisfaction is a subjective measure, which measures the quality of library services as a whole or individually. User satisfaction is defined as the average rating given by users on a five-point scale, ranging from complete dissatisfaction to complete satisfaction. The rating expresses the user's perception of library services both in general and in individual areas.
Librarians will benefit from monitoring user satisfaction as it is the primary indicator of user service-oriented performance.
Indicator "P user satisfaction with services provided remotely” considered separately from user satisfaction with individual services due to its ever-increasing importance.
All libraries that provide remote access can use this indicator, as it clearly shows how effectively investments have been made in the development of a particular service. The ability to compare libraries depends on the similarity of the library network system and the set of services offered.
Systematization and analysis of indicators usedto assess the activities and development conditions of the library
Correction of the usual functions of the library, including those based on innovative technologies, the emergence of new types of work and services, the involvement in their production of additional resources: modern equipment, telecommunications and electronic means, qualified personnel, etc., makes it necessary to more adequately assess the quality and efficiency of the library, using modern management mechanisms for these purposes.
One of these mechanisms is a marketing audit (external and internal). Internal audit is carried out in order to identify opportunities and assess the resource endowment of the library, the limitations and obstacles existing within the library, potential threats to development, as well as for the purpose of subsequent measures to improve activities, including adjusting procedures: regulations (standards), documentation, training programs, etc.
During the audit, available information about situations within the library is collected and structured from such available sources as statistical records, surveys, questionnaires, etc. An audit, as a rule, affects a complex of interrelated areas and groups of factors (technological, economic, managerial, etc.). A system of indicators is used as a toolkit, which together provide a more complete picture of the place and role of the library, the compliance of its activities with social needs, and sociocultural efficiency.
The results of performance and development evaluation depend on the choice of indicators, i.e. from the priorities accepted by the library.
Indicative list of indicators/indicators below
can be used in the process complex analysis capacity of the library and assess the level of its readiness to meet the needs of users and provide them with quality services.
Indicative list of indicators/indicators for analysisand assessmentslibrary work
1. Resources, access, infrastructure
1.1. Funds
1.2. Access
1.3. Equipment
1.4. Staff
2. Usage
2.1. Funds
2.2. Access
2.3. Equipment
2.4. General issues
3. Efficiency
3.1. Funds
3.2. Access
3.3. Staff
3.4. General issues
4. Development potential
4.1. Funds
4.2. Staff
4.3. General issues
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1. Resources, access, infrastructure This group of indicators/indicators measures the state, sufficiency and availability of library resources (funds, staff, equipment). |
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Indicator/Indicator |
Statement of the question and analysis of the situation |
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.1.1 Funds |
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Availability and accessibility of requested publications |
Whether the library actually owns (or licenses) the publications requested by the readers. Are these publications available in the library (or are they on hand, incorrectly placed in the fund) |
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Share in the general fund of the library of publications in high demand |
A sufficient number of publications in the library, which are most often requested by readers |
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The effectiveness of the search in the reference and bibliographic apparatus |
Reader survey: Do readers find the right publication or material on a particular topic in the catalog? |
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Share of unsatisfied requests |
Analysis of the compliance of purchased publications with the library acquisition profile and user needs. The library's ability to purchase licenses for simultaneous use of databases in order to fully satisfy requests |
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.1.2. Access |
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Percentage of publications listed in the catalog but not found in the collection |
The correct placement of publications in the library fund: are the publications in their place on the shelf |
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Efficiency of providing the publication: time (min., hours) is required to provide the reader with the publication ordered by him from closed storages. Percentage of library catalogs digitized and accessible through the library website |
The condition of the premises of closed storage facilities, the principle of fund placement. Organization of open access to the library fund (what literature is presented in open access, indicative information in the fund) Analysis of the computer base of the library, equipment of employees' workplaces, staffing of the process |
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Efficiency of interlibrary exchange (or intrasystem exchange): the time of effective execution of a request |
Analysis of the organization of work from the moment an order is sent to the receipt of publications through interlibrary exchange (intrasystem exchange) |
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Percentage of successfully completed interlibrary loan (or intrasystem loan) orders |
Possibilities of a library providing interlibrary exchange service (intrasystem exchange): availability of publications and conditions for fulfilling orders |
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.1.3. Equipment |
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The ratio of the number of automated user places and the number of library readers |
Is the number of automated user places appropriate for the target group(s) of readers |
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The ratio of computer / hours and the number of readers |
Time (in hours) on average per year of availability of an automated place for each user (including those from the target group) |
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Library area per reader |
Compliance with the standards of areas (sq.m) of premises intended for readers, including in open storages |
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The ratio of the number of seats (in the reading room) and the number of readers |
Compliance with the standards for the organization of seats in the reading room (including for the target group - target groups of readers) |
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Library Hours Compared to Readers' Needs |
Correspondence of library availability time to the wishes of users, including potential ones (survey) |
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.1.4. Staff |
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The ratio of the number of employees and the number of library users |
Are there enough employees to work with readers (including the target group - target groups). Proper staffing |
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2. Usage This group of indicators/indicators measures the effectiveness of the use of resources and services |
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2.1 . Funds |
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Transferability of funds |
The ratio of the total volume of the fund and the number of loans per year (you can add an analysis for individual thematic areas, as well as for new receipts: for the year, for the last 3 years, 5 years) |
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The ratio of the volume of issue and the number of readers (readability) |
Number of publications issued per year per reader (including from the target group - target groups) |
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Share of unused part of funds |
The share of funds not used during the year (3-5 years): does not meet the needs of readers; is not properly disclosed; is in poor condition; |
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The number of downloaded information (including files) per reader |
Significance and interest for readers of the library's electronic resources (databases, e-journals and separate documents in digital format) |
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The share of publications from the total volume of funds used directly in the library itself per reader |
What is the efficiency of the reading room; open access to funds. Are the library conditions conducive for readers to work in it? |
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2.2 . Access |
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Number of visits per reader (attendance) |
The intensity of visits to the library by certain categories of readers (including those from the target group - target groups). "Physical" and "virtual" visits are taken into account (library website, individual pages of the website) |
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Number of reference requests per reader |
Accounting and analysis of reference requests (including requests from readers from the target group - target groups) within the library and from outside during the year |
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Percentage of reference requests sent to electronic means connections |
The ability of the library to satisfy requests for reference through electronic channels (e-mail, online reference service, etc.) |
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Share of external readers |
Analysis and evaluation of the role of the library in education, culture, social life and development of the territory. Number of active readers who do not belong to the target group(s) |
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Share of total lending to readers outside the target group(s) |
What proportion of the issuance is for readers who do not belong to the target group (target groups) |
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Statistics of participation in cultural and leisure activities of the library per reader |
The intensity of visits by readers from the target group (target groups) of the library events. Matching events to user needs |
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Statistics of participation in library training events per reader |
The need of readers in the educational activities of the library. Matching the number of training events to user needs |
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2.3. Equipment |
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The average number of visits per seat in the reading room. Number of permanently empty seats |
Analysis of the correspondence of the number of reading places to the needs of readers and the level of use of reading places. |
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Usage rate of automated user places |
The intensity of use of places at computers. Compliance of the number of computers with the needs of readers |
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2.4. General issues |
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Share of attracted users, including from the target group(s) |
System analysis information support library capabilities to meet the needs |
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Reader satisfaction with the level of service, list and quality of services |
Accounting for visits to the library, provided and requested services. Evaluation of the library and its individual services by readers (may be on a point scale) |
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3. Efficiency This group of metrics/indicators measures the library's cost-effectiveness and quality production processes |
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3.1. Funds |
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Expenses per issue unit |
Statistical average spending per loan unit compared to the library's total operating expenses during the year |
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Expenses per session of using the database |
The cost of a session of using one specific database compared to the cost of an annual license for this database |
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The cost of issuing one complete bibliographic description (or unit of information) |
The cost of one bibliographic description in comparison with the cost of the license of the corresponding electronic resource (DB, E-journal, E-book) |
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3.2. Access |
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The speed of delivery of publications to the library (in the process of acquisition) |
Delivery time of publications from the moment of order to their receipt in the library |
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Fund Unit Processing Speed |
Processing time for newly received copies of their delivery to the library before placement on the shelf / on the server |
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3.3. Staff |
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The share of personnel employed in maintenance of the total number of library employees |
Compliance with the number of employees, employed in servicing readers, accepted standards. Availability of staff for specialized service areas (CSC, children and youth, persons with disabilities, ethnic groups, etc.) |
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The share of correct (correct) answers to questions of a reference nature from the total number of questions |
The correctness of the answers is checked by experts, as well as in the process of polling readers. |
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Labor productivity for processing a fund unit |
Number of copies received by the library (print and electronic) processed by each staff member per year (average) |
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3.4. General issues |
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Cost per reader |
The cost of serving one reader per year compared to the total amount of the library's current annual costs |
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Cost per visit (physical and virtual) Libraries |
The cost of one visit (including target group-target groups) to the library compared to the total amount of the library's current annual costs. |
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Cost per unit of library use |
The cost of a unit of library use (obtaining literature at home, using it in the reading room, obtaining materials and information in electronic format) in comparison with the total amount of the current annual costs of the library |
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The cost of storing one copy of the library fund |
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4. Potentialdevelopment This group of metrics/indicators reveals whether the library has sufficient prerequisites for the development |
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4.1. Funds |
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Library fund renewal ratio The share of spending on electronic resources in the total cost of replenishing funds |
The number of incoming copies and the number of retired copies during the year. Analysis of the ratio of these processes Analysis of the sufficiency of funds for the acquisition of electronic resources, depending on the needs of users |
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4.2. Staff |
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Share of personnel engaged in the development and provision of services based on the use of electronic resources |
Compliance of employees allocated to work with electronic resources to existing needs |
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Percentage of employees who completed advanced training during the year (3 years) |
Does the library pay enough attention to improving the skills of its employees? Average expenses for staff development (per 1 employee) |
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4.3. General issues |
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Share of funds received by the library from external sources(including targeted funds, sponsors' funds, etc.) of the total amount of funds (budget) of the library The share of funds received by the library for the provision of services from the total amount of funds (budget) of the library |
Analysis marketing activities libraries. |
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Share of funds allocated to the library from the local budget |
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Russian Library Association
Public Libraries Section
ASSESSMENT OF EFFICIENCY AND QUALITY OF WORK
PUBLIC LIBRARY
(package teaching materials to help
implementation of the "Model standard of activity public library»)
During the audit, available information about situations within the library is collected and structured from such available sources as statistical records, surveys, questionnaires, etc. An audit, as a rule, affects a complex of interrelated areas and groups of factors (technological, economic, managerial, etc.). A system of indicators is used as a toolkit, which together provide a more complete picture of the place and role of the library, the compliance of its activities with social needs, and sociocultural efficiency.
The results of performance and development evaluation depend on the choice of indicators, i.e. on the priorities adopted by the library.
Indicative list of indicators/indicators below
can be used in the process of a comprehensive analysis of the library's capabilities and assessment of the level of its readiness to meet the needs of users and provide them with quality services.
Indicative list of indicators/indicators for analysis
and assessmentslibrary work
Resources, access, infrastructure1.1. Funds
1.2. Access
1.3. Equipment
1.4. Staff
2. Usage
2.1. Funds
2.2. Access
2.3. Equipment
2.4. General issues
3. Efficiency
3.1. Funds
3.2. Access
3.3. Staff
3.4. General issues
4. Development potential
4.1. Funds
4.2. Staff
4.3. General issues
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1. Resources, access, infrastructure This group of indicators/indicators measures the state, sufficiency and availability of library resources (funds, staff, equipment). |
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Indicator/Indicator |
Statement of the question and analysis of the situation |
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1.1 Funds |
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Availability and accessibility of requested publications |
Whether the library actually owns (or licenses) the publications requested by the readers. Are these publications available in the library (or are they on hand, incorrectly placed in the fund) |
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Share in the general fund of the library of publications in high demand |
A sufficient number of publications in the library, which are most often requested by readers |
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The effectiveness of the search in the reference and bibliographic apparatus |
Reader survey: Do readers find the right publication or material on a particular topic in the catalog? |
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Share of unsatisfied requests |
Analysis of the compliance of purchased publications with the library acquisition profile and user needs. The library's ability to purchase licenses for simultaneous use of databases in order to fully satisfy requests |
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1.2. Access |
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Percentage of publications listed in the catalog but not found in the collection |
The correct placement of publications in the library fund: are the publications in their place on the shelf |
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Efficiency of providing the publication: time (min., hours) is required to provide the reader with the publication ordered by him from closed storages. Percentage of library catalogs digitized and accessible through the library website |
The condition of the premises of closed storage facilities, the principle of fund placement. Organization of open access to the library fund (what literature is presented in open access, indicative information in the fund) Analysis of the computer base of the library, equipment of employees' workplaces, staffing of the process |
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Efficiency of interlibrary exchange (or intrasystem exchange): the time of effective execution of a request |
Analysis of the organization of work from the moment an order is sent to the receipt of publications through interlibrary exchange (intrasystem exchange) |
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Percentage of successfully completed interlibrary loan (or intrasystem loan) orders |
Possibilities of a library providing interlibrary exchange service (intrasystem exchange): availability of publications and conditions for fulfilling orders |
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1.3. Equipment |
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The ratio of the number of automated user places and the number of library readers |
Is the number of automated user places appropriate for the target group(s) of readers |
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The ratio of computer / hours and the number of readers |
Time (in hours) on average per year of availability of an automated place for each user (including those from the target group) |
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Library area per reader |
Compliance with the standards of areas (sq. m) of premises intended for readers, including in open storages |
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The ratio of the number of seats (in the reading room) and the number of readers |
Compliance with the standards for the organization of seats in the reading room (including for the target group - target groups of readers) |
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Library Hours Compared to Readers' Needs |
Correspondence of library availability time to the wishes of users, including potential ones (survey) |
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1.4. Staff |
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The ratio of the number of employees and the number of library users |
Are there enough employees to work with readers (including the target group - target groups). Proper staffing |
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2. Usage This group of indicators/indicators measures the effectiveness of the use of resources and services |
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2.1 . Funds |
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Transferability of funds |
The ratio of the total volume of the fund and the number of loans per year (you can add an analysis for individual thematic areas, as well as for new receipts: for the year, for the last 3 years, 5 years) |
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The ratio of the volume of issue and the number of readers (readability) |
Number of publications issued per year per reader (including from the target group - target groups) |
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Share of unused part of funds |
The share of funds not used during the year (3-5 years): does not meet the needs of readers; is not properly disclosed; is in poor condition; |
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The number of downloaded information (including files) per reader |
Significance and interest for readers of the electronic resources of the library (DB, E-journals and individual documents in digital format) |
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The share of publications from the total volume of funds used directly in the library itself per reader |
What is the efficiency of the reading room; open access to funds. Are the library conditions conducive for readers to work in it? |
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2.2 . Access |
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Number of visits per reader (attendance) |
The intensity of visits to the library by certain categories of readers (including those from the target group - target groups). "Physical" and "virtual" visits are taken into account (library website, individual pages of the website) |
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Number of reference requests per reader |
Accounting and analysis of reference requests (including requests from readers from the target group - target groups) within the library and from outside during the year |
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Share of reference requests sent via electronic means of communication |
The ability of the library to satisfy requests for reference through electronic channels (e-mail, online reference service, etc.) |
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Share of external readers |
Analysis and evaluation of the role of the library in education, culture, social life and development of the territory. Number of active readers who do not belong to the target group(s) |
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Share of total lending to readers outside the target group(s) |
What proportion of the issuance is for readers who do not belong to the target group (target groups) |
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Statistics of participation in cultural and leisure activities of the library per reader |
The intensity of visits by readers from the target group (target groups) of the library events. Matching events to user needs |
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Statistics of participation in library training events per reader |
The need of readers in the educational activities of the library. Matching the number of training events to user needs |
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2.3. Equipment |
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The average number of visits per seat in the reading room. Number of permanently empty seats |
Analysis of the correspondence of the number of reading places to the needs of readers and the level of use of reading places. |
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Usage rate of automated user places |
The intensity of use of places at computers. Compliance of the number of computers with the needs of readers |
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2.4. General issues |
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Share of attracted users, including from the target group(s) |
Application
Indicative list of library services
I. Services to Library Users
|
Name of service |
Unit of account/measurement |
Basic (and additional) statistics |
|
|
Issuance of documents or their copies for temporary use: on the subscription, in the reading room (other services within the library: CPI, document copying service, etc.); in a non-stationary form (point of issue, parking lot of a bibliobus); through communication channels (MBA, VSO, EDD). |
instance |
Number of loans (number of users, visits, structural divisions, library points - for calculating relative indicators) |
|
|
Service (at home, at the enterprise, at the place of rest, at the place of treatment, etc.) |
form of service (library point, bibliobus parking, etc.) |
Number of service forms/number of users/number of book loans | |
|
Pre-order for literature by request, by phone, by e-mail, through the Internet |
order/document |
Number of orders/number of book loans | |
|
Informing users about the possibilities of satisfying requests using other libraries (VSO, MBA, EDD) |
reference /subscriber (MBA, |
Number of references/number of subscribers/number of book lending | |
|
Extending the period of use of documents |
instance |
Number of loans | |
|
Library entry. Issuance of a library card (single library card) |
user/ticket |
Number of users, including single sign-on | |
|
Organization of funds: distribution by departments (subscription, reading room, etc.); accessibility (open, closed funds); availability of own electronic resource (EB); availability of network access |
instance |
Number of copies in the collection / number in the public domain Quantity electronic documents(EB volume) Number of local history (local) documents | |
|
Replenishment of funds with literature on topical issues according to user needs |
instance |
Number of receipts/number of relevant documents | |
|
Making requests for documents or topics |
request / document |
Number of requests/book loans (it is possible to evaluate the compliance of the library collections with the needs of users) | |
|
Ordering documents from other libraries |
order / document |
Number of orders/book loans | |
|
Informing users-subscribers about new arrivals in the library fund and about the composition of the fund: individual; collective; massive |
information note/exhibition |
Number of references/exhibitions + Number of subscribers (individual, collective information) / exhibition visitors | |
|
Informing subscriber users through the library website |
call/virtual help |
Number of hits/number of references | |
|
Organization of reference and bibliographic apparatus: catalogs (EC, card), card indexes, databases (bibliographic, address, full-text), reference fund(a resource for providing reference, bibliographic and information services) |
bibliographic record/copy |
Number of records in EC, databases / number of borrowed records (Number of copies in the reference fund) Compliance of the composition and completeness of the SBA with the needs of users | |
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Consulting in the search for information on working with reference and search systems |
consultation |
Number of consultations/number of certificates received (number of users who applied for advice and received help) | |
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Bibliographic, information, reference service |
user/service (bibliographic reference, review, subject selection, etc.) |
Number of users-subscribers (individuals, legal entities) / number of services (by type) | |
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Teaching users how to use the reference and bibliographic apparatus, catalogues, file cabinets, databases, documentary sources, network information (Internet) |
Lesson / consultation |
Number of trainees / amount of time for training / consultations | |
|
Educational tours of the library |
Lesson/excursion |
Number of excursions/number of participants | |
|
Organization of cultural, educational and leisure events and actions (lectures, festivals, competitions, exhibitions, presentations, meetings with creative and public figures, conferences, etc.) |
event |
Number of events / number of visits | |
|
Organization of work of clubs (by interests), associations (local history, amateur, etc.) |
form of participation (association, club) |
Number of forms of participation / number of participants / number of visits (the library prepares materials for them: lending; exhibitions: informing) | |
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Compilation and publication of local history products (bibliographic manuals, reference books, prospectuses The concept of reforming the budget process in Russian Federation in years. Decree of the Government of the Russian Federation No. 000 of 01.01.2001 All-Russian classifier of public services. Approved by the Decree of the State Standard of the Russian Federation No. 000 dated 01.01.2001 To describe this situation, fragments of the International Guidelines for Measuring the Performance of University and Other scientific libraries“Measuring the quality of work” (authors: Roswitha Poll, Peter te Bockhorst and others) Guide text adapted for use in public libraries. The list of indicators of a particular library can be supplemented or shortened by indicators that best characterize the specifics of its activities: indicators can and should be interpreted in the context of the functions and goals of a particular library and adjusted in the process of changes affecting its development. This indicative list of indicators/indicators uses indicators from international standard ISO 11620 "Library Performance Indicators", as well as indicators included in the "System of Criteria for Evaluating the Performance of Public Institutions", recommended by the Department of Economics and Finance of the Ministry of Culture of the Russian Federation in accordance with the Concept of Reforming the Budget Process and the Concept of Administrative Reform. |
Basic terms and definitions service quality standard - a system of requirements for services in the interests of its recipients, including characteristics of the processes, forms, content and results of the provision of these services, adopted by a regulatory legal act service quality - a set of service characteristics that determine its ability to satisfy the needs of the recipient in relation to the result services quality of service - a set of characteristics of the process and conditions for the provision of services that ensure the satisfaction of the needs of the recipient in relation to the process of providing the service service quality assessment - quantitative or qualitative determination of the degree of compliance of the service quality indicator with the established requirements (service) that make up its (his) quality level of service (service) quality - a relative characteristic of the quality of a service (service) based on a comparison of the actual values of indicators of its (his) quality with normative values these indicators
Quality management Define the mission of the library and core user group Identify existing and anticipated user needs Establish long-term goals and short-term goals Create services that meet needs Deliver these services at the highest possible level Measure performance and compare it to set goals
Performance measurement Performance measurement is the collection of statistical and other data describing the operation of the library and analysis of these data to evaluate its effectiveness comparing the effectiveness of the library in fulfilling its tasks.
Main characteristics of a performance indicator efficient - the indicator is used to answer a specific question, and the result of its measurement should give an answer to this question reliable - free from ambiguity, i.e. accurately reproducible - the same things should be calculated or measured in the same way (the performance of one library/library division at different points in time or the performance of several libraries/library divisions is useful - not only to identify what is happening, but also to interpret the quality level, shortcomings and assist in the search for improvement convenient - "friendly » in relation to the user
Indicators of social efficiency of activity number of library users (persons) and change in their number compared to the previous year (%); the number of documents issued (copies) and the change in its number compared to the previous year (%); the number of visits (persons) and the change in their number compared to the previous year (%); coverage of the population with library services (% of library visitors from the total population of the served territory); the number of events held by the library per year (units) and their average attendance; the share of events designed to serve socially less protected age groups: children and adolescents, pensioners, people with disabilities, etc. (% of the total number of events held); the share of new forms of library and information services for users in the total number of specialized services provided by the library.
Indicators of economic efficiency of activities income from statutory and entrepreneurial activities per one library specialist (thousand rubles); income from statutory and entrepreneurial activities per square meter of area (thousand rubles); the cost of one visit to the library (in rubles) and its change (growth, decrease) compared to the previous year (%); the cost of one issue of library documents (in rubles) and its change (growth, decrease) compared to the previous year (%); share of expenditures on acquisition of library collections from total expenditures (%); the share of budget financing in the cost of library visits per year (%); the share of budget financing in the cost of issuing library documents per year (%); the average salary of a library worker (rubles/month) and its level compared to the average monthly salary in the region (%).
Indicators of production efficiency of activities number of visits per sq. m area; the number of issuance of documents per one library specialist (copy); the number of readers per one library specialist (persons).
Indicators of effectiveness of the overall use of the library and its facilities User coverage - determines how much library services are in demand by those who belong to the main group of users. The level of coverage of users by categories (groups), as well as differentiation by types of services provided, provides valuable information for managing the library and can help improve specific services. Matching Library Schedules to Users' Needs In reality, there is always a gap between reader-friendly hours of operation and the library's ability to accommodate those wishes, limited financial resources, and available staff. And despite the fact that network technologies allow libraries to provide some services 24 hours a day, there is an urgent need to organize the issuance of documents to the house and to the reading room at any time throughout the week. Measuring this need can help in deciding whether and when the library should increase its opening hours.
Method for assessing the compliance of the library schedule with the needs of users Survey of users Compliance with the requirements Number of respondents Equal distribution of questionnaires during library working hours and library working days
Questions for the questionnaire 1. Are you satisfied with the opening hours of the library: quite satisfied satisfied rather satisfied dissatisfied completely dissatisfied 2. Please indicate the time when you would like additional access to the library Hours Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Adoption management decisions according to the results of the survey A clear division of the wishes expressed during the survey into expedient and inappropriate 1. Providing access to the library without providing a full range of services during the hours or days when the library is closed 2. Possible increase in the length of the working day in an experimental mode by 1-2 months (for example, on the days of the week most visited by readers) 3. Possible increase in the duration of the library by reducing opening hours on the least visited days, subject to the consent of readers to make such a decision
Analysis of the intensity of visits during library opening hours Opening hours TuesdayWednesdayThursdayFridaySaturdaySunday
Fund Quality Performance Indicators Fund Use - designed to evaluate all ways of using the library fund: lending through the loan, in the reading room and other service points. Use of the collection by subject area - determines how the allocation of library resources and acquisition policies meet the needs of users. The library receives information about whether it spends money correctly on the acquisition of publications in certain subject areas. Unused documents - determines which part of the fund was not claimed.
Method for assessing the use of the fund Number of documents issued on the subscription per certain period Number of documents issued in the reading room for the same period Total number of documents in the collection (volume of the fund) Calculation: Documents issued on the subscription + documents issued in the reading room / volume of the fund
Possible Outcomes 1. The fund may be used inefficiently for a variety of reasons: insufficient copies of frequently requested literature; the time for issuing documents (for example, at the subscription) is too long; other libraries provide a wider range of literature in some subject areas; the fund is “littered” with doublet, little-requested or outdated literature 2. Factors affecting the volume of documents issued on the loan and the reading room during different periods: the percentage of the fund presented in open access library opening hours; the influence of the habit of users to give preference to working with documents at home or in the library Several reviews in Rostov blogs on the Internet about the Don Public Library: “Tell me the Rostov library where it is possible to take books home. It is desirable that the library has Digital catalogue books for visitors, and that the library was bigger. Previously, in this regard, it was very convenient to use the Don Public Library, but now they don’t give books home, and it’s sooo uncomfortable for me! “The atmosphere must be recognized as magical! Everywhere plants: flowers, miniature trees and palm trees. And, yes, fountains turning into little pools... It's a pleasure to draw information from this building, but... it turned out that in this temple of knowledge there is severe discrimination based on the registration principle! They DO NOT give out books to people who are not registered in this big city.
Interpretation of the results I High rates of readability, negotiability, book supply Evidence of a relatively efficient use of funds Reserves for improving use in further improving the disclosure of the fund, increasing circulation along with a proportional increase in book supply II High negotiability, low readability, low book supply Low book supply indicates an insufficient choice of documents for users libraries. Low readability indicates insufficiently organized propaganda of publications. Thus, the high negotiability in this group does not allow us to talk about the effective use of individual sections of the fund. Reserves for increasing the efficiency of the use of funds in increasing the volume of the fund, which will lead to an improvement in the index of book supply, as well as in strengthening the propaganda of the fund III High turnover, high readability, low book supply High readability and circulation rates indicate a fairly intensive use of the fund. It is necessary to increase the volume of funds. The growth in the volume of new arrivals will increase the availability of books and expand the opportunities to meet the information needs of users, which in turn will lead to a further increase in readership IV Low values of negotiability and readability, high book availability The values of these indicators reflect negative side acquisition of funds, inconsistency of its composition with the interests and needs of users. The fund is oversaturated It is necessary to study the composition and use of the fund, free it from obsolete, non-core, doublet literature and supplement it with documents corresponding to the composition, interests and requests of users by subject and type of publications, as well as by copies. Reserves for improving the efficiency of use should also be sought in the qualitative improvement of the fund's propaganda.
Interpretation of the results V Low turnover, high readability, high book supply Library stocks are oversaturated. It is necessary to free it from obsolete, non-core, duplicate literature. VI Low circulation, low readability, low availability of books The policy of collecting funds must be radically changed. It is necessary to increase the volume of library funds by acquiring new documents that correspond to the composition, interests and requests of users in terms of subjects and types of publications, as well as copies. The amount of receipts must significantly exceed the amount of disposal.
The method for assessing the use of the fund by subject areas or types of documents Determines the degree of use of the fund and its quality Subject area (Document type) Percentage of funding for completing the subject area (or document type) or type of document) Ecology8,154,903,58 Law1,551,653,94 Calculations: Percentage of funding for acquisition of a subject area = amount of funds spent on acquisition of a certain branch of knowledge (type of document) X 100 / total amount of funds spent on acquisition Percentage of new acquisitions of a subject area (type of document) = volume of new receipts of the subject area (type of document) X 100 / total volume of new receipts Percentage of documents issued by the subject area (type of document) = volume of documents issued by the subject area (type of document) X 100 / total volume of documents issued
Interpretation of results The relationship between the three obtained estimates is established: Percentage of documents issued (L) / per percentage of annual receipts (I), Percentage of documents issued (L) / per percentage of annual funding for acquisition (A) The average of the two numbers obtained as a result of division determines Utilization Rate (L/I + L/A) / 2 =DU Subject Area (Document Type) L/IL/A DU Utilization Rate The balance will be achieved if the percentages of disbursements, receipts, and funding for subject area acquisition are approximately equal. In this case, the utilization rate is 1. If subject area is poorly used, you may need to change the picking profile.
Title Search Indicator Measures the library's success in creating a catalog as a tool for the reader to efficiently search for a document by its title. An analysis of the reader's skills in using the catalog provides information on the correctness of the elements of the bibliographic description that are being searched, on familiarity with various types of catalogs, and on knowledge of cataloging rules. Accordingly, this indicator is the basis for making a decision to improve user training. The indicator also helps to identify the following facts: the catalog is complete, the catalog has flaws (for example, missing cross-references do not allow the reader to easily find the document of interest to him), the interface of the electronic catalog (commands, help information, etc.) is user-friendly. A library with closed access to the collection is more interested in studying this indicator, since the catalog is an intermediate link between the user and the documents of interest to him.
Methods for evaluating the "Search by title" indicator Users performing searches in a card or electronic catalog are given a form to fill out: Status (student, teacher, graduate student) Bibliographic description elements used for searching Whether a document (accession number) is found or not Information about 200 titles considered sufficient to obtain reliable results. Calculation: Search success rate - the number of titles that were found in the directory / on total number of titles in the sample x 100 Error rate due to the fault of the library - the number of titles not found due to errors made by the library / per total number of titles in the sample x 100
Indicator "IBA Responsiveness" Examination of order fulfillment from various libraries in order to compare the quality of work of IBA services and determine the success rate of the order. Methods: Continuing - results are summarized monthly, quarterly, annually. Allows you to identify problems as they arise and address them accordingly. Once - to determine the level of successful work of the library. Occasionally, at regular intervals. The sample size can be at least 100 titles for a rough estimate and around 300/400 for a precise result. Data collection Each request should be coded so that the information required for the survey is recorded in the reporting document. The following data should be entered: date of receipt of the request from the user date of the order by IBA date of receipt of the document
Indicator "Efficiency of the MBA" Order receivedOrder by MBANumber of days (A) Document received Number of days (B) Total number of days (C) A - number of days between the moment of ordering and receipt of the document B - duration of mail sending C - total number of days related to the request
Federal State Educational Institution
higher professional education
Chelyabinsk State Academy of Culture and Arts
Institute of Documentary Communications
Department of Library and Information Activities
Information Technology
essay
INDICATORS AND CRITERIA
EFFICIENCY
LIBRARY TECHNOLOGIES
Completed by: Nemchinova O.M.
group E 350
Checked by: Matveeva I.Yu.
Chelyabinsk
2011
Content
Introduction…………………………………………………………………………...3
1. Evaluation of the effectiveness of library activities………………………..6
2. Definition of social efficiency library activities……9 3. Determination of economic efficiency
library activities……………………………………………. ..eleven
4. The system of indicators of the effectiveness of library technology…………13
Conclusion………………………………………………………………………….16
References………………………………………………………………....17
Introduction
Within the framework of library science, a new scientific
direction - technological. Library technology as a science and academic discipline is still being created. It is an integral part of the production process. Currently, not only the technologization of various aspects of production activity is taking place, but also profound changes in the technology itself. The modern level of production puts new content into the concept of technology. Therefore, technology is the science of economic methods and processes for the production of materials and products. BUT library technology- practical activities for the production and provision of library users with information products and services; applied scientific knowledge and academic discipline on technological processes, norms and rules of library production. In each library, technology is tied to specific conditions and opportunities, but in the organization of technological processes, it is always possible to identify a reserve for their improvement and change.
Library technology as a scientific direction in the structure of library science, focused on the systematic understanding of library production, uses the methodological potential of general technology as a theoretical platform. Theoretical and practical value have developed by technology scientific principles, laws of structure and methodology, goals, objectives, functions, relationships. Technological support should be considered as a form of library management, and the technological subsystem as an integral part of the library. The main processes of library production activities: technological cycles, processes, operations. The quality of the technological processes of the library work largely depends on the resource and regulatory support of library technology. These include documentary resources, technical, linguistic and software tools, human resources, regulatory documents, regulatory, organizational and administrative, technological, scientific and methodologicaldocumentation. The end result of the library's technological activities is its information products and services.
Libraries are one of the producers of information products and services that ensure the public use of socially significant documentary information.
Yu. N. Stolyarov defined the standard range of library services:
- provision to the subscriber for use of the library fund, reference and search apparatus, library premises, equipment and furniture;
assistance in finding the necessary information about the documents;
search and delivery of required documents to the reader,
informing about the documents corresponding to the needs of the subscriber and recommending them,
ensuring communication between users in the field of sources of interest to each other and with specialists,
education of library and bibliographic literacy,
reading culture.
If it is possible to quantify the effectiveness, statistical processing of measurement results, then it is possible to evaluate library products, talk about the effectiveness of the technology used, and make informed management decisions. Thus, library technologies need a system of functional criteria and indicators that allow them to objectively evaluate their work and effectively manage their current activities and development.
The imperfection or lack of methods and systems of direct measurements in libraries poses the problem of developing and applying systems of functional criteria and indicators based on them, specific to library technology. Research on the effectiveness of library technology began not so long ago.
After a long pause in the late seventies of the last century, there was an increase in interest in the issue of performance evaluation. Theoretical studies of the qualitative aspects of library activities were hampered by the lack of an unambiguous approach. Attempts were made to search for methods based on the statistical approach (Yu.N. Stolyarov, V.M. Motylev, etc.), at the same time, an understanding was formed that the statistical approach to cultural phenomena is not able to determine those cultural realities that are outside of economic indicators. The latter are also not always decisive, for example, when assessing the mutual influence between society and the library, changes in the light of this mutual influence of socio-ethical, aesthetic and moral standards. Therefore, it is still difficult to evaluate at least the main components of culture implemented through libraries - education, communications, information, creativity, cultural heritage, etc. Thus, the analysis of the development of the problem under study shows that the issues of measuring the effectiveness of library activities have not yet found a final solution.
Until now, there is no single point of view not only on the method of obtaining criteria and evaluation indicators, but also on their content. As a result, in the practical activities of libraries for the analysis and control of library and information processes and systems, formal criteria of library statistics are used, which poorly take into account the specifics of these systems.
The issues of evaluating library activities, and in particular reader service, do not yet have an unambiguous interpretation. There is a system for evaluating service, the main indicators of which are the number of readers, the number of book loans, etc., which does not focus on achieving final results: providing assistance to the subscriber, meeting his needs, and their development. This necessitates the search for more adequate indicators.
1. Evaluation of the effectiveness of library activities
In everyday work, when evaluating the effectiveness of library activities, both the library management and each employee should use indicators and criteria for the effectiveness of library technology. The technological component of management is the assessment of the effectiveness of quality management of technological processes. Multifaceted and meaningful work to manage the quality of products and services is carried out with the active participation of the library's technological service.
Quality management includes three stages:
- quality planning;
quality control;
quality improvement.
- definition of the mission of the library and the main group of its users;
identifying their existing and perceived needs;
setting long-term goals and short-term objectives;
creating services adequate to the needs at the highest possible level;
measurement of performance and its comparison with the set goals;
creation of conditions for continuous improvement of work efficiency;
formation of an atmosphere of attention to the needs and requests of the user and ensuring a high quality of service.
According to these postulates Yu.N. Stolyarov proposed to consider the concept of "efficiency" in different senses:
1) as the degree of influence of the library on the external environment of society, expressed in the satisfaction of the progressive spiritual needs of readers;
2) as an excess of income over expenses;
3) as a ratio of benefits to costs;
4) as the sum of benefits from any activity.
Stolyarov Yu.N. introduced the concept of "efficiency criterion", referring to the quantitative and qualitative indicators of library services.
Other librarians (for example, A.S. Arzukhanov, E.A. Fenelonov), speaking about efficiency, singled out economic efficiency as the ratio of result and costs and functional efficiency - as the ratio of goal and result.
In domestic library science, the concept of "efficiency" has not yet received an unambiguous definition. In the context of the introduction of new information technologies and the spread of modern market relations, it seems insufficient to take as a basis for determining the effectiveness only methods and criteria that have been tested over the years. This definition will not be completed by well-known categories, such as “size of the fund”, “number of readers”, “book lending”, “readability”, “conversability”, etc. Distort the concept of efficiency and purely arithmetic calculations of material costs.
To determine the effectiveness of activities and select priorities in the work, some foreign libraries use economic and mathematical methods to decide what types of services, in what volume the library will provide various categories readers showing how to allocate inputs, cash, funds, equipment between separate types of services. Economic and mathematical methods make it possible to establish the relationship between economic effect, services provided and inputs. Their use in determining the efficiency of libraries allows to achieve the maximum economic effect within the limits of budgetary constraints and available technologies. Some of the methods can be used in domestic practice.
It should be borne in mind that efficiency is understood as the level of compliance of the tasks solved by the library with the set goals, and quality is the comfort of service and the degree of satisfaction of user requests. In this regard, it would be logical to define not only and not so much economic efficiency as functional and especially social. Economic efficiency is expressed in the income of libraries, reducing the cost of production, reducing the cost and timing of bringing information to users.
Currently, there are many characteristics used as evaluation criteria and indicators of the processes and results of library technology. V.M. Motylev proposes the definition of the concepts "indicator" as "some measurable property of an object used to quantify another, not directly measurable property" and "criterion" as "an estimated indicator, the value of which is taken as the ratio of "better" - "worse" in the development of management decisions ".
Data collection for calculating quantitative indicators is carried out by the following methods:
- statistical (results of library statistics);
expert (assessments of leading experts);
organoleptic (analysis of signs using the senses);
sociological (analysis of user opinions);
experimental (creation of artificial conditions).
2. Definition of social efficiency
library activities
The social side of the effectiveness of library services expresses the correspondence between the goals for meeting the needs of readers and the library services actually provided to readers (in content, quality, form, quantity). Let's call this ratio performance, it reflects the degree of satisfaction and development of the needs of readers. When implementing the function of library services, the social efficiency of the work of libraries is manifested. There are new criteria that evaluate it social significance libraries.
Along with library services, the concept of “library orientation” appeared, the main task of which is to facilitate the adaptation of the user to the new conditions of the library, instilling in him the skills of independent search for information and obtaining new knowledge. When performing this function, a new type of efficiency is born, associated with the process of humanization of the library as a social entity. This efficiency is determined by the following evaluative terms: “social value of library services”, “library communication”, “library environment”, “service comfort”, “goodwill towards the reader”, “friendliness”, etc. The economic side of the effectiveness of library services is the ratio of the services provided (by range, quality, quantity) and the costs (labor, material, etc.) for obtaining the final results. Quality is an important component of efficiency. We define the quality of a particular service as a set of its properties that ensure the satisfaction and development of the specific needs of readers. How to measure the quality of library services, the effectiveness and efficiency of library services?
Criteria and indicators are used to evaluate them. Some authors put forward, as performance criteria, individual elements or sets of elements included in the statistical reporting of libraries (number of readers, book loans, etc.) or relative indicators (readability, negotiability, attendance, book supply, coverage percentage, etc.); others have attempted to compile a composite index of library performance based on some of the indicators mentioned above; A number of librarians singled out as a criterion the completeness of satisfaction of readers' requests at the lowest labor costs of library workers.
We suggest that the criterion for the effectiveness of library services be the completeness of satisfaction and development of public, individual needs for library services, based on available resources. Completeness depends on the extent to which librarians, in accordance with the fields of service, perform such types of services, of such quality and in such quantity, that meet the needs of users. But the completeness of meeting the needs of readers is limited by the materials, financial and other possibilities that the library has.
It is impossible to assess the effectiveness of the library without taking into account the so-called subjective data describing the different directions and types of its activities, without analyzing and comparing what the library does, with what it should do (functions) and what it wants to achieve (goals).
For example, it is possible to reliably assess the compliance of the fund being formed with the needs of library users only on the basis of data on these needs and on funds for the purchase of relevant literature. Evaluate the quality and degree of user satisfaction with reference and bibliographic or information service it is possible if the library has a well-stocked fund, a reference apparatus, enough technical means for receiving and transmitting information, specially trained personnel.
3. Determination of economic efficiency
library activities
Economic efficiency is the achievement of maximum results with fixed costs of all types of resources or optimization (reduction) of costs to achieve the planned level of satisfaction of information needs.
In the library field, several approaches have been developed to determine the cost-effectiveness of library technology.
1. Determining the cost per unit of product or service (the process of producing a product or service that, at a given level of quality, is less costly).
The application of this approach requires a clear definition of what results, costs and indicators will be used in determining the effectiveness.
You can use basic indicators (book loans, references, visits) or indicators of the volume of products produced in the library and services provided.
Resource provision indicators:
- area of the library,
- the volume of the fund,
- headcount,
- the annual amount of working time,
-number of units of computer equipment.
Cost indicators:
-annual library budget,
- separate items of labor costs,
- fundraising,
-acquisition of technical means and equipment,
- consumables, etc.,
- off-budget receipts.
Indicators of costs per unit of production (services):
- convertibility of the book fund, specific labor intensity, specific consumption of materials;
-load on the librarian (by type of work);
- coefficient of intensity of use of technical means and equipment, etc.
Cost and profitability act as basic cost indicators for paid services. The cost price is the monetary equivalent of all types of costs for the production of a product or service. Profitability - the ratio between income from paid services and the costs of their preparation and provision.
2. Comparison of the costs of information services with the characteristics of the effect of using the information provided by the service system. The use of this approach is used in the field of information support of scientific and technical developments by special libraries, bodies and services of the NTI.
3. Determination of socially necessary costs for the production of information products and services. Efficiency measurement is a comparison of the social norm with the actual value of costs. The principle of calculating socially necessary costs is applicable to assess the effectiveness of various types of library activities in the presence of a regulatory system of indicators. The introduction of this approach is constrained by the lack of reliable regulatory support for library technology.
4. System of performance indicators
library technology
New types of work and services appear, familiar functions are adjusted, new resources are involved in production, including modern equipment, telecommunications and electronic means, personnel require additional training, etc. Therefore, there is a need to more adequately evaluate performance results.
This requires not one, but a system of indicators, which together would provide a more complete picture of the place and role of the library, the efficiency of its use of resources, the compliance of its activities with social needs, that is, the social effect.
For example, if the library functions as a public information and cultural center, then it will be most important to assess its relevance among the population interested in reference and information support for various issues of life.
Performance appraisal should also include results on such specific (production) indicators as:
the volume of reference literature and public documents of the local
values;
completeness of problem-oriented databases;
conditions for the availability of services - the availability of interactive media,
telephone lines, spacious premises for public
events;
the number of staff with help desk skills,
knowledgeable about local issues, etc.
The social effect of the activities of such a specialized library should be determined by the number of visits per capita (attendance), the number of references made per capita, including those based on the use of telecommunications (number of services).
Among the governing structures, there was an opinion that the automation of library processes, as well as the introduction of library services based on modern equipment (copying, electronic delivery, etc.) lead to a reduction in the workload of librarians and, consequently, to the need to reduce library staff.
However, new technologies, changing the nature and content of the work, do not at all lead to a reduction in its volume. For example, the satisfaction of a reader's request that came to the library from outside (virtual appeal) requires an assessment of at least two indicators, since in terms of labor costs it is comparable to servicing a traditional library visit and, at the same time, satisfying a specific library and information service (performing certificate or providing a copy of the document in the electronic delivery mode).
The increase in the performance of libraries using automated technologies in service (number of database accesses, hours of work with databases or on the Internet, the number of requests via e-mail, etc.) should be seen as a consequence of a higher level of library production and library service.
In general, the value of any indicator, including traditional ones - “book lending” or “attendance”, is influenced by many factors. For a library with a storage function or with a focus on a collection of a special orientation containing documents that are not in high demand, the fund utilization indicator (book lending) may depend on the intended use of documents, and on the preferences of users when working with documents, and on the conditions created in library (equipment of reading places, opening hours, availability of open access to documents), etc.
The values of indicators of even the smallest library should be interpreted only in the context of its goals, objectives and functions, direction of work, composition and quality of resources. It is these factors that lead to different results of the work of libraries.
The indicators that define the features of the library should also include such characteristics as:
its place in the hierarchy of the library network (Central Bank, subdivision or branch of the library, library point, etc.);
features of the service area;
participation in corporate systems, working hours, etc.
According to Kulikova L.V., the balanced scorecard of the library should have the following set of characteristics:
Resource related metrics (cost metrics)
The total volume of the fund of documents per capita (book availability);
annual growth rates of funds (renewability);
the number of electronic documents in the funds (volume of electronic
libraries);
number of computer terminals per capita;
number of domain-specific databases (sites) available
users;
electronic catalog of the library (number of bibliographic records);
total library resources (participation in corporate networks);
premises (sq. m) per capita;
the ratio of the number of employees and population.
Indicators related to users and services
coverage of residents (or certain categories) of library
service;
number of book loans per capita;
the number of disbursements per fund unit (negotiation);
the number of certificates per capita (including virtual ones);
the number of lending, references per hour of the library;
the number of visits to the library (physically and virtually);
the number of accesses to electronic resources;
the number of cultural and educational events;
the number of the most significant exhibitions.
Cost related metrics
expenses for current activities;
expenses for specific services, activities;
library maintenance costs;
personnel costs (taking into account functional duties).
Indicators for evaluating the results of the library's activities
etc.................