國際圖書館績效評估指標（ISO11620）運用在大學圖書館的研究

Abstract

圖書館面臨到大環境的改變，遭受到各式各樣的挑戰，從資源、服務到經費利用，圖書館無不受到影響，而為了讓投資圖書館的人，能了解圖書館的現況與發展，知道圖書館的價值，且能繼續支援，「績效評估」即是一個很重要的手段及工具。圖書館可以利用績效評估，對其業務與服務進行診斷，有利於向上或向外爭取所需的經費。 1998年，國際標準組織（International Standard Organization, ISO）制定一國際上通用的圖書館績效評估標準－ISO11620，以此去衡量圖書館績效。2008年，ISO頒布第二版的圖書館績效評估指標，以平衡計分卡的概念為基礎，把評估指標分成資源／獲取與基礎建設、使用、效率及潛力與發展等四大構面。 本研究利用ISO11620 : 2008年之效率構面指標，以一大學圖書館為案例，針對其連續兩年資料，了解其提供的資源與服務之成效。從研究可發現：1. 11個指標，有7個指標，此圖書館98年的成本效率比97年好；2.『圖書館提供給所有應服務的使用者之平均成本（Cost per User）』此項指標，並不適合運用在大學圖書館，對大學圖書館的評估幫助不大；3. ISO11620 : 2008圖書館績效評估指標，所列出的公式是一相當簡單的概念，需要依實際情形作調整；4.大學圖書館的經費來源受限於大學的預算編列，其預算會影響圖書館的運作。In recent decade, libraries faced major changes in the environment, libraries subjected to various challenges and are affected from resources, services, financial using. In order to show the value of libraries to sponsors, “Performance Evaluation” could be assisted libraries to achieve it. Libraries could use it to diagnosis of their business and services, and are conducive to outward to secure the necessary funding.

In 1998, the International Standard Organization（ISO）developed a common international standard (ISO 11620) for libraries to measure the performance of libraries. ISO promulgated the second edition of the Library Performance Indicators in 2008, the indicators based on BSC into four surfaces- Resources, Access& Infrastructure, Use, Efficiency, and Potentials & Development.

I use indicators in Efficiency surface of ISO 11620:2008 to research and choose two years consecutive and related information of a university library as example. From the research found: 1.This library there are seven indicators, the cost efficiency in 2009 are better than in 2008; 2.The indicator “Cost per User” isn’t suitable for university libraries; 3. The indictors of ISO11620: 2008 are simple concept, they need to be adjusted according to actual situation; 4.Funding of university library is subject to the budget of university, and it would affect the operation of the library.