ISO 11620:2023

Overview

ISO 11620:2023 - Information and documentation - Library performance indicators defines a standardized set of performance indicators and the requirements for their use in libraries. Applicable to libraries of all types and countries, the standard provides concise terminology, indicator definitions, and detailed guidance on data collection and analysis. It supports quality management and performance measurement while acknowledging that not every indicator fits every library (limitations for individual indicators are given in Annex A).

Keywords: ISO 11620, library performance indicators, library metrics, performance measurement, library quality management.

Key topics and technical requirements

• Requirements of a performance indicator: criteria that an indicator must meet to be included (see Clause 5.2).
• Standardized terminology and definitions: clear, consistent terms for access, active user, digital collection, content unit, etc., to ensure comparable measurement.
• Indicator descriptions and data protocols: each indicator includes a definition, scope, data collection methods and guidance on analysis (full descriptions in Annex A).
• Descriptive framework and presentation: structured presentation of indicators (Clause 5.3), including use of the Balanced Scorecard approach to cover multiple perspectives of library performance.
• Performance measurement guidance: advice on selection, objectives, limitations, and implementation of indicators (Clause 4). Distinguishes performance measurement from impact assessment and suggests possible impact indicators.
• Recent updates (4th edition, 2023): added indicators for library training participation (aligned with UN SDGs), awareness and impact-related indicators, staff research and research-support indicators; removed obsolete or infeasible indicators.
• Data quality and comparability: emphasis on consistent definitions and careful interpretation - comparisons over time are primary; inter-library comparisons require caution and contextual adjustment.

Practical applications and target users

ISO 11620 is practical for:

• Library managers and directors implementing systematic performance measurement and reporting.
• Assessment teams and analysts designing data collection, dashboards, and Balanced Scorecard metrics.
• Policy makers, funders and accreditation bodies requiring transparent, standardized indicators for accountability.
• Library consultants and researchers developing benchmarking, service improvement, and impact studies.

Typical uses:

• Internal performance monitoring and continuous improvement
• Strategic planning and resource allocation
• Transparent reporting to stakeholders and funders
• Benchmarking over time or (with caution) across libraries

Related standards

• ISO 2789:2022 (library statistics and related definitions referenced in ISO 11620)
• ISO 15489-1 (records management terminology cited)
• ISO/TC 176 guidance on quality management (contextual support for quality-based measurement)

Use ISO 11620 as the foundation for consistent, evidence-based library performance measurement while adapting indicator selection and interpretation to local missions and communities.