Win Shih石文渊
University at Albany Libraries, State University of New York
2010.03
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Public Library Assessment
公共图书馆绩效评价
图书馆服务的绩效评价可以帮助我们在管理中，
能够有足够的数据、事实、调查和分析来帮助
我们做出明智的决定，从而最大限度地发挥图
书馆资源和服务的效益。
“Decisions are based on facts, research, and
analysis, and where services are planned and
delivered in ways that maximize positive
outcomes and impacts for customers and
stakeholders.”
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Why We Evaluate?
为什么评估

A desire to expand services 扩展服务

A desire to improve management & prioritize services
改善经营, 区分服务优先次序

An interest in know the impact of services &
programs 了解服务和计划的影响力

Being responsive to a funding agency
对资助单位及时反应
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Measurement & Evaluation
衡量尺度与评估

U.S. Institute of Museum and Library Services
联邦博物馆和图书馆服务机构2007 年资料
图书馆服务
馆藏
工作人员
Services
Collections
Staffing
运行资金来源
Operating
Revenue
运行资金开支
Expenditures
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Measurement & Evaluation
衡量尺度与评估
The Assessment Paradigm 评估模式
 Resources > Capability > Utilization > Impact
资源 > 潜力 > 应用 > 影响
Resources: input measures 资源: 投入评估
 Capability: processing measures 潜力: 过程评估
 Utilization: output measures 应用: 产出评估
 Impact: outcome measures 影响: 效果评估

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Measurement & Evaluation
衡量尺度与评估
1.
Input measures: resources allocated (annual budget,
size of collection, number of staff)
投入评估: 资源配置 (年度预算, 馆藏规模, 人员数量)
2.
Process measures: transform resources into activities
(quantify time or cost to perform specific task or
activity such as ordering, receiving, cataloging)
过程评估: 把资源转化为活动 (完成某项任务比如订
书, 收书, 编目所需的时间, 费用)
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Measurement & Evaluation
衡量尺度与评估
3.
Output measures: how inputs and processes utilized
(annual circulation, number of reference questions
answered, number of users served）
产出评估: 投入和过程中的应用 (年流通量, 咨询问
题数, 服务对象人数)
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What can we evaluate?
评估什么?

How much we do: statistics
做多少: 统计数字

How well we do: customer satisfaction,
quality benchmarks & standard
做得怎样: 顾客满意度, 品质基准点和标准
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What can we evaluate?
评估什么?

What we are worth: ROI, cost benefit
价值: 投资收益率, 资本利益

Why we matter: outcomes measurement,
assessment of impact
重要性: 效果评估,影响评价
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Tools Used for Assessment
评价的方法和工具

The Public Library
Service:
IFLA/UNESCO
Guidelines for
Development 2001
公共图书馆服务: 国
际图联/联合国科教文
组织发展准则
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Tools Used for Assessment
评价的方法和工具



The New Planning for Results by Sandra Nelson for the
Public Library Association 2001《讲求成果的新规划》
鼓励每个图书馆发展自己的目
标，以反映社会需要
为市民服务：基本识字，企业
和职业信息，商品，社会推介
，消费者信息，文化意识，当
前主题和标题，正规学习的支
持，一般信息，政务信息，信
息素养，终身学习，当地的历
史和家谱
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Tools Used for Assessment
评价的方法和工具

Public Library Data Service Statistical
Report www.pla.org/plds
公共图书馆数据服务
统计报告
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Tools Used for Assessment
评价的方法和工具

U.S. State Standards
– each different 美国
各州的标准-每个州都
不同
 Standards for Illinois
Public libraries以伊利
诺伊州公共图书馆的标
准为例
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Tools Used for Assessment
评价的方法和工具

Staffing levels 图书馆职工人数的标准
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Tools Used for Assessment
评价的方法和工具

Hours of
services by
population
按人口计算
的图书馆开
放时间
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Tools Used for Assessment
评价的方法和工具

Library
collection
levels 图书
馆馆藏标准
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Tools Used for Assessment
评价的方法和工具
Who uses the standards
谁会使用这些标准？

Guide for librarians, library staff, and board
trustees during budget preparation and
strategic planning
图书馆人员,管理者, 董事会为
准备预算, 制定计划

Reveal library strengths
and weaknesses
了解长处和短处
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Tools Used for Assessment
评价的方法和工具
How are standards used?
标准怎样使用？

Review, reflect, and refine library’ s service
philosophy and strategic planning
经常检查, 修改

Director uses to share library’s progress as well
as recommend changes to library board
管理者用来指导工作并提出改进工作的建议
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Tools Used for Assessment
评价的方法和工具
How are standards used?
怎样使用？

Library staff meetings focus on standards to
enhance staff’s understanding of library’s
service philosophy
馆员会议讨论使所有官员都了解图书馆服务宗旨
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Tools Used for Assessment
评价的方法和工具
U.S. Institute of Museum and Library Services and
National Center for Education Statistics联邦博物
馆暨图书馆服务机构与国家教育统计中心数据
http://harvester.census.gov/imls/compare/index.asp
 Statistics are collected from over 9,000 public libraries.
Data are available for individual public libraries and are
also aggregated to state and national levels
对9000个公共图书馆进行统计. 提供的数据可以是
个别馆的, 也可以是在州和国家为层次的
 Compare Public Libraries - Use site to create reports
comparing one library of interest to other libraries也可
以选择公共图书馆进行数据比较并形成报告
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Tools Used for Assessment
评价的方法和工具
•
How Does Your Public Library
Compare with Service
Performance of Peer Groups
跟同类的图书馆比较
•
Comparisons of service
performance based on 5
input variable and 7
output variables.根据5个
输入变量和7个输出变量
来对服务性能进行比较
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Tools Used for Assessment
评价的方法和工具


输入变量包括公共服务时数，
馆员总数，由美图协认可的馆
员数，总订阅数，书籍和期刊
总数的。
输出变量包括人均图书馆访问
次数，儿童计划出席人次，儿
童材料的流通量，收到的每千
人的馆际互借数，馆际互借提
供情况，总人均参考咨询量，
人均图书总流通量
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Public Library Ratings
公共图书馆等级评价

Hennen’s American Public Library Ratings (HAPLR)美国
公共图书馆等级评价系统 http://www.haplr-index.com
• Expend. per capita 经费
• Percent Budget to materials
馆藏的经费比例
• Materials Expend. Per capita
人均图书经费
• FTE staff per 1,000 popul工
作人员 (每千人)
• Periodicals per 1000
residents 期刊 (每千人)
• Volumes per Capita图书
• Cost per circulation (low to high)流通费
•
•
•
•
•
•
•
•
用
Visits per capita人均访问次数
Collection turnover馆藏借还
Circulation per FTE Staff Hour流通时间
Circulation per Capita流通
Reference per capita参考
Circulation per hour每小时流通量
Visits per hour 每小时访问人次
Circulation per visit 每次访问流通量
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America’s Star Libraries
美国星级图书馆
美国星级图书馆(America’s Star Libraries):
http://www.libraryjournal.com/article/CA6629180.html
 Started in 2008 Library Journal 始于 2008 年 (LJ)
 Measures 依据下列数据 (IMLS 2006):
library visits人均访问次数
circulation人均流通次数
program attendance参加图书馆各种活动人次
public Internet computer uses 计算机的使用
 Total 256 listed as 3 star, 4 star, and 5 star libraries 全
美国 256 个图书馆被评为三星,四星和五星级图书馆
 Recommended model 建议各图书馆馆长依据此星级标
准衡量本馆工作

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Special Awards 特别奖项

Library Journal 图书馆学刊
www.libraryjournal.com
 Library of the Year 年度最佳图书馆奖
 Movers & Shakers 推动者和热门人物
Carnegie/New York Times I Love My
Librarian Award 由卡内基/纽约时报主办-我喜
爱的图书馆员奖http://www.ilovelibraries.org/
 Local outlets – newspapers, etc.地方渠道，
报刊新闻

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Other ways
其他评价的方法

Listening to Customers 倾听读者的意见
 Surveys to measure customer expectations
用户调查来衡量用户服务的期望
 Focus group interviews 焦点小组访谈
 Mining the automated
systems自动化系统的
资料采集
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Libraries Enrich Life
图书馆分富生活

Public libraries, outcomes and quality of
life公共图书馆及其成果对生活品质的影响
http://www.iisd.org/measure/compendium/
 International Institute for Sustainable
Development – Sustainability Indicators
 国际可持续发展研究所- 可持续性指标
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Libraries Enrich Life
图书馆分富生活

Decision about which indicates to use to
measure quality of life by state or community is
result of neighbor meetings or visioning project
to provide consensus about important variables
that contribute to community’s definition of well
being
使用哪些指标来衡量一个国家或社会的生活质量
完全是由邻居会议产生的结果或者远景规划项目
从而对有助于为社会福利做出贡献的重要因素达
成共识。
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Libraries Enrich Life
图书馆分富生活
 Jacksonville,
Florida Quality of Life
Project – library circulation is an indicator
(http://www.jcci.org/)
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Libraries Enrich Life
图书馆分富生活


The Quality of Life Progress Report includes over
100 indicators that reflect trends in nine external
environments
生活质量的进度报告，包括反映9项外部环境的趋
势的100多个指标
education; economy; environment; social
wellbeing; arts, culture, and recreation (library
circulation per person); health; government;
transportation; and safety.
教育，经济，环境，社会福利;艺术，文化，娱乐,
保健，政府，交通和安全。
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Libraries Enrich Life

Fate of most public libraries in U.S. is
entirely a local matter在美国大部分公共图
书馆的命运完全是由所在地决定的
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
Suggested readings参阅书目：
 Demonstrating results: using outcome
measurement in your library by Rhea Joyce
Rubin, Public Library Association 2006
 The New Planning for Results by Sandra
Nelson，Public Library Association 2001
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Thank You! 谢谢!
Questions & Answers
提问和回答
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