PD ISO/TR 20983:2003 pdf download

PD ISO/TR 20983:2003 pdf download.lnformation and documentation—Performance indicators for electroniclibrary services.
NOTE 3 It is essential that libraries do not include directional and administrative inquiries, eg for locating staff or facilities, regarding opening times or about handling equipment such as reader pnnters or computer terminals.
NOTE 4 Inquiries are also excluded if library staff simply help the user to locate items of stock that have already been identified bibliographically.
3.10
library collection
all documents provided by a library for its users [ISO 2789]
NOTE 1 Comprises documents held locally and remote resources for which permanent or temporary access rights have been acquired.
NOTE 2 Access rights may be acquired by the library itself, by a consortium and/or through external funding.
NOTE 3 Acquisition is to be understood as deliberately selecting a document, securing access rights and including it in the OPAC or other databases of the library. Interlibrary lending and document delivery and excluded.
NOTE 4 Does not include links to Internet resources for which the library has not secured access rights by legal agreements (eg legal deposit right), license or other contractual and/or co-operative agreement. Free Internet resources which have been catalogued by the library in its OPAC or a database should be counted separately.
population to be served
number of individuals for whom the library is set up to provide its services and materials [ISO 11620]
NOTE For public libraries this will normally be the population of the legal service area (authority); for libraries of an institution of higher education this will normally be the total of academic and professional staff plus students.
3.12
rejected session (turnaway)
unsuccessful request of a database or the OPAC because of requests exceeding simultaneous user limit
[ISO 2789]
NOTE Rejection through entry of wrong passwords is excluded.
3.13
remote session
a successful request of a database or the OPAC established from outside the library building (adapted from EQUINOX[1])
3.14
session
successful request of a database or the OPAC [ISO 2789]
NOTE 1 A session is one cycle of user activities that typically starts when a user connects to a database or the OPAC and ends with explicit (by leaving the database through log-out or exit) or implicit (timeout due to user inactivity) termination of activities in the database. The average timeout period would be 30 minutes. If another time period is used this should be reported.
NOTE 2 Sessions on the library web site are counted as virtual visits.
NOTE 3 Requests of a general entrance or gateway page should be excluded. NOTE 4 If possible, requests by search engine should be excluded.
3.15
user training
training programme set up with a specified lesson plan, which aims at specific learning outcomes for the use of library services [ISO 2789]
NOTE 2 The duration of a lesson is irrelevant.
3.16
virtual visit
a user’s request of the library web site from outside the library premises regardless of the number of pages or
elements viewed [ISO 2789]
3.17
web site
electronic service that has a unique domain on the Internet and consists of a collection of digital documents
[ISO 2789]
NOTE I The pages of a web site are usually interconnected by the use of hypertext links.
NOTE 2 Excludes the documents that fit the definitions of electronic collection and external Internet resources that may be linked from the library web site.
3.18
workstation
computer that may stand alone or be networked, or a dumb terminal [ISO 2789]
4 Relationships with other indicators
4.1 The networked environment
The networked environment provides a different frame of reference for the provision of services: the boundaries between internal and external provision are different. For example, consider document delivery. In traditional library services this is represented by the interlending of physical documents between libraries. In the electronic world, document delivery is accomplished using a network. The network may be provided by a variety of external providers. Special equipment has to be installed in the libraries at both ends of document delivery process and staff have to be trained to use it. The suppliers of documents may be publishers or libraries; the end users may be directly in communication with the suppliers.
Again, the provision of equipment within the organisation of which the library forms a part, may be outside the library’s own control: however, the library’s performance may be judged on its service delivery even though it does not control some of the infrastructure essential to the delivery of the service.
It is because the boundaries within which electronic services operate differ from those in which traditional library services operate that comparisons between traditional and electronic library services are difficult, if not impossible. Since the extent to which different libraries have adopted electronic library services will differ then comparisons between libraries are increasingly difficult.