IN SEARCH OF EXCELLENCE:
LIBRARY ASSESSEMENT FOR SUCCESS
追求卓越：图书馆的绩效评估
Karen T. Wei 陈同丽
美国伊利诺伊大学亚洲图书馆馆长
2009年11月7日
中国 广西 南宁
Preamble 前言

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Libraries enrich lives
Libraries welcome
everyone
Libraries offer open
and easy access
Libraries belong to the
local community
Libraries have
challenges

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图书馆丰富生活
图书馆欢迎每个人
图书馆提供开放和便
利的资讯访问
图书馆隶属当地社区
的公众所有
图书馆面临挑战
Outlines 大纲
Definition and purpose 评估的定义与目的
 Culture of assessment 评估的文化
 Why libraries perform assessment 为什麽执行
评估
 Evaluation models 评价的模式
 Areas need to be assessed 评估的范围和领域
 Assessment practices and methods 评估的做法
和方法
 Tools used for assessment 评估的工具
 Case studies 范例

What is assessment? 什麽是评估？


Assessment is the gathering of meaningful or
purposeful data that will provide information
that informs, improves, or confirms.
评估是有意义的或有目地的收集一些数据;
这些数据包括了能帮助提升或肯定图书馆
服务品质的信息。
Purpose of assessment 评估的目的
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Making decisions 做决定
Defending the decisions 为决定辩护
Providing the “evidence” for: 提供证据
Development of services and programs 拓展服务和项目
 Improvement of services and programs 改善服务和项目
 Informed decision making 明智的决定
 Accountability to show others that the services and programs
are effective 有责任向他人展示服务和项目的有效性
 Demonstration of value or worth of an information service to
the user’s life or work 示范信息服务对读者生活及工作的
价值

Library assessment 图书馆的绩效评估
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“All methods of evaluation lead to enhanced
decision making…. Data are needed for decisions
about developing policies, allocating staff, building
collections, and planning service delivery.”
所有的评估方法都会导致决策的增强…..我们需
要数据来帮助我们做政策规划，人员分配，馆
藏建设，和提供服务计划的决定，以期最大限
度的发挥图书馆资源和服务的效益。
Culture of assessment 评估的文化
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An organizational attitude or environment that facilitates
evaluation 一个有利评估的组织环境
The systems and structures that are based on continuous
assessment and evaluation 这系统和结构是基于不断的评估和
评价
 Has measurement, evaluation & assessment activities 图书馆职员
有不断的衡量，评价和评估的活动

A culture that is customer focused and uses assessment
systematically一种以客户为中心，并有系统的使用评估的文化

To improve staff capabilities for customer service, better
outcomes for customers and improved service quality 为了改善全
体职员为客户服务的能力，改进为客户服务的成果及对服务质量
的改善

Values & rewards results 价值观和奖励成果
Why assess? 为什麽执行评估
Planning
 Improvement
 Decision making
 Accountability
 Values & worth

规划
 改进
 决策
 负责任
 经济
效益

Evaluation model 评价的模式
Resources
资源
Capability
潜力
Utilization
应用
Resources: Input measures
 Capability: Process measures
 Utilization: Output measures
 Impact: Outcome measures

Impact
影响
投入评估
过程评估
产出评估
效果评估
Measurement and Evaluation 衡量与评价

Input measures: resources allocated (annual budget,
size of collection, number of staff)
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投入评估：资源配置（年度预算，馆藏规模，人员数量）
Process measures: transform resources into activities
(quantify time or cost to perform specific task or
activity such as ordering, receiving, cataloging)

过程评估：把资源转化为活动（完成某项任务比如订书，
收书，编目所需的时间或费用）
衡量与评价 （续）

Output measures: how inputs and processes are
utilized (annual circulation, number of reference
questions answered, number of users served)
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产出评估：投入和过程中的应用（年流通量，咨询问
题总数，服务对象人数）
Outcome measures: difficult to assess, relates to both
individual served and to community

效果评估：难以估计，与服务对象的人数以及社区有关
Measurement and Evaluation 衡量与评价

U.S. Institute of Museum and Library Services 美国
联邦博物馆和图书馆服务总署2006 年资料
图书馆服务
运行资金开支
馆藏
工作人员
新馆建设，旧馆更
新,馆舍维修
运行资金来源
服务区域面积
What to measure? 需要评估什麽？
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Client satisfaction 客户满意度
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Collections and usage 馆藏及其使用
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User satisfaction 用户满意度
Library impact on teaching and learning 图书馆对教学的影响
Ease and breath of access 馆藏的广度与方便存取
Library impact on research 图书馆对研究的影响
Library facilities and space 图书馆的设施和空间
Strategic alignment 策略与务实协调
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Market penetration 通晓行情
Cost effectiveness of library operations and services 图书馆业务
成本和服务效率
Organizational capacity 组织的能力
What to measure? 需要评估什麽？
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Library users and nonusers
Physical collection
Electronic resources
Reference services
Technical services
Interlibrary loan
Online systems
Customer service
Bibliographic/library
instruction and information
literacy
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图书馆使用者和非使用者
图书馆藏书
电子资源
参考服务
技术服务
馆际互借
图书馆在线系统
客户服务
书目指导及信息素养
Assessment practices & methods 评估的方法
Needs assessment
 Quality improvement
 Performance
measurement
 Outcome
measurement

需求评估
 质量改进
 工作表现衡量
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成果衡量
Needs assessment 需求评估
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Purpose: to identify a gap or
need
Excellence in public libraries –
defined locally through an
assessment of community
needs
Service roles or responses –
defined in terms of what a
library does or offers to the
public in an effort to meet
specific community needs
Local planning process –
select and prioritize service
responses
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辨认差距或需要
卓越的公共图书馆是透过
本地的条件来评估当地社
区对图书馆的需求
服务的角色或社区的反应
– 界定图书馆能为公众提
供何种服务以满足对当地
社区的特定需求
本地规划过程 - 选择并对
服务回应区分优先次序
Quality improvement 质量改进
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Purpose: Efforts to improve
a service, program, or
process
Total Quality Management
Quality management
principles:
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Organizational commitment
Process focus
Employee involvement
Customer mindedness
Learning organization
Data driven
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目的: 努力改善图书馆
的服务，项目或过程
全面质量管理
质量管理原则
组织承诺， 赞助
 注重过程
 员工参与
 客户至上
 学习型组织
 受数据的驱策

Performance measurement 工作表现衡量

Definition: Measures
applied to answer the local
questions:
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Number of people served by
a service or program
Users’ opinions about how
well library services meet
their needs
Library applies measurement
that determine the number of
service units or service
transactions
定义：工作表现评估是用
于回答本地问题的措施：

What are you trying to do?
Are you accomplishing?
Three primary measures:
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你准备做什麽?
你达成了这项任务吗？
三种基本的衡量：

受到某种服务或项目服务的
用户人数

用户对图书馆服务如何满足
他们需求的意见

图书馆采用衡量尺度来决定
所需的服务单位或服务事务
Outcome measurement 成果衡量

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IMLS defines outcomes as
benefits to people:
specifically, achievements
or changes in skill,
knowledge, attitude,
behavior, condition, or
life status for program
participants
Ideas from the literature:

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How libraries and
librarians help
Shaping outcomes
Demonstrating results series
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IMLS 界定成果是要对用
户有利益的：具体而言，
就是项目参与者的图书
馆技能，知识，态度，
行为，条件，或生活状
况因而获得成就或改变
文献理念
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图书馆和图书馆员如何
帮助用户？
如何塑造成果
示范结果系列
Outcome measurement:
Public library outcomes and service responses
结果衡量：公共图书馆的成果和服务反应

Basic literacy

基本的素养
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Business & career information

商业及职业信息

Commons
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公众聚会场所
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Community referral
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公众团体推荐
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Consumer information
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消费者信息
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Cultural awareness
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文化意识
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Current topics & titles

当前的主题和标题
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Formal learning support
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正规的学习辅助支持
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General information

一般信息
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Government information

政府信息
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Information literacy

信息素养
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Lifelong learning
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终生学习
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Local history & genealogy
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当地的历史和族谱
Tools used for assessment 评估的工具
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The Public Library
Service: IFLA/UNESCO
Guidelines for
Development 2001
公共图书馆服务：国
际图联/联合国科教文
组织发展准则
Tools Used for Assessment 评估的工具

Public Library Data Service Statistical Report
http://www.ala.org/ala/mgrps/divs/pla/plap
ublications/pldsstatreport/
公共图书馆数据服务
统计报告
Tools Used for Assessment 评估的工具

U.S. State Standards
– each different
美国各州的标准-每个
州都不同
 Standards for Illinois
Public libraries以伊利
诺伊州公共图书馆的标
准为例
Tools used for assessment 评估的工具

U.S. Institute of Museum and Library Services and National
Center for Education Statistics 美国联邦博物馆暨图书馆
服务总署与国家教育统计中心数据
http://harvester.census.gov/imls/compare/index.asp
Statistics are collected from over 9,000 public libraries. Data
are available for individual public libraries and are also
aggregated to state and national levels对9000个公共图书
馆进行统计。提供的数据可以是个别馆的，也可以是在
州和国家为层次的
 Compare Public Libraries - Use site to create reports
comparing one library of interest to other libraries也可以选
择公共图书馆进行数据比较并形成报告。

Tools used for assessment 评估的工具

Hennen’s American Public Library Ratings
(HAPLR)美国公共图书馆评价系统
http://www.haplr-index.com
•
•
•
•
•
•
•
•
经费
馆藏的经费比例
人均图书经费
工作人员 (每千人)
期刊 (每千人)
图书
流通费用
人均访问次数
• 馆藏借还
• 流通时间
• 流通
• 参考
• 每小时流通量
• 每小时访问人次
• 每次访问流通量
The table below compares the HAPLR rating data for the 1999 edition to that of the 2008 and 2009 editions.
美国公共图书馆评价系统
Data
Number of Libraries
Population served
Staff (Full time equivalent)
Collection Expenditure
Total Expenditure
Book Volumes
Periodical Subscriptions
Hours Open
Visits
1999 Edition
2008 Edition
2009 Edition
From 2008
Edition
10 Year
Average
8,752
9,076
9,080
0.0%
0.4%
259,463,453
285,579,896
291,302,705
2.0%
1.2%
117,741
136,014
140,438
3.3%
1.9%
$840,956,250
$1,142,839,506
$1,259,636,602
10.2%
5.0%
$5,551,991,409
$8,632,693,011
$9,578,451,862
11.0%
7.3%
709,424,788
803,013,857
805,008,471
0.2%
1.3%
1,854,165
1,820,422
1,832,775
0.7%
-0.1%
33,098,377
35,915,538
36,181,122
0.7%
0.9%
1,012,614,319
1,320,647,162
1,381,561,074
4.6%
3.6%
Reference
284,416,840
303,914,504
294,442,201
-3.1%
0.4%
Circulation
1,641,514,552
2,008,090,565
2,098,751,934
4.5%
2.8%
Expenditure per capita
$21.40
$30.23
$32.88
8.8%
5.4%
Percent Budget to materials
15.1%
13.2%
13.2%
-0.7%
-1.3%
Materials Expenditure Per capita
$3.24
$4.00
$4.32
8.1%
3.3%
FTE staff per 1000 population
0.45
0.48
0.48
1.2%
0.6%
Periodicals per 1000 population
7.15
6.37
6.29
-1.3%
-1.2%
Book Volumes per Capita
2.73
2.81
2.76
-1.7%
0.1%
$3.38
$4.30
$4.56
6.2%
3.5%
Visits per capita
3.90
4.62
4.74
2.6%
2.2%
Book Collection turnover
2.31
2.50
2.61
4.3%
1.3%
Circulation per FTE Staff Hour
6.70
7.10
7.18
1.2%
0.7%
Circulation per Capita
6.33
7.03
7.20
2.5%
1.4%
Reference per capita
1.10
1.06
1.01
-5.0%
-0.8%
Circulation per hour
49.60
55.91
58.01
3.7%
1.7%
Visits per hour
30.59
36.77
38.18
3.8%
2.5%
1.62
1.52
1.52
-0.1%
-0.6%
Operating Expenditure per circulation
Circulation per visit
Tools used for assessment 评估的工具

美国星级图书馆(America’s Star Libraries):
评价图书馆所在的社区, 组织结构, 资金, 图书
馆的领导与管理
 依据下列数据 (IMLS 2006):
人均流通次数
人均访问次数
参加图书馆各种活动人次
计算机的使用
 全美国 256 个图书馆被评为三星,四星和五星级
图书馆
 建议各图书馆馆长依据此星级标准衡量本馆工作
 始于 2008 年 (LJ)

Tools used for assessment 评估的工具

Special Awards 特别奖项
 Library
Journal 图书馆学刊www.libraryjournal.com
of the Year 年度最佳图书馆奖
 Movers & Shakers 推动者和热门人物
 Library
 Carnegie/New
York Times I Love My Librarian Award
由卡内基/纽约时报主办-我喜爱的图书馆员奖
http://www.ilovelibraries.org/
 Local outlets – newspapers, etc.地方渠道，报刊新闻
Tools used for assessment 评估的工具

Data collection and analysis methods 数据收集和分析
法
Surveys 问卷调查
 Focus groups 焦点小组
 Observation 观察
 Interviews 访谈


Skills for communicating in evaluation projects audience, effective writing, presentations, team work,
listening, interviews, telephone or e-mail communication
评价项目中的沟通技巧- 观众，有效的写作， 简报， 团队
工作， 聆听，面谈， 电话和电子邮件沟通

Tools for improvement and evaluation
Libraries enrich lives 图书馆丰富生活


Library assessment is an integral part of successful
library management. It is a means and process that
“libraries of all kinds are looking more closely at how
and how well they are serving their users.”
图书馆的绩效评估是成功的图书馆管理的重要组
成部分。它是一种方法也是一个过程，它是“所有
各种图书馆更积极找寻如何有效的为图书馆用户
提供服务”的方法。
Wright and White (2007). Library Assessment. Series: SPEC kit, 303. p. 11.
References 参考书目
Thank You! 谢谢!
Karen T. Wei 陈同丽
Head, Asian Library
Professor of Library Administration
University of Illinois at Urbana-Champaign
伊利诺伊大学亚洲馆馆长, 教授
kwei@illinois.edu