1. The Assessment and Measurement of Metrics on Electronic Information Resources for Libraries Ya-ning Chen Computing Centre, Academia Sinica 20 Oct. 2005

2. Outline Data gathering of electronic information resources Dimension for analysis and evaluation Methods of assessment and measurement –Output Assessment –Performance Measures –Service Quality –Outcomes Assessment –Miscellaneous: User Behavior Conclusions and suggestions

3. Data Gathering Strand 1 – Basic data for libraries NISO Z39.7: 2004, ISO – 2789:2003, CNS-13151 Strand 2 – Harmony of Vendor’s data COUNTER Strand 3 – A Framework for all parties ICOLC

4. NISO Z39.7: 2004 1 主要以彰顯與標示圖書館的電子資訊資源的館藏、設備、 經費、人員配置、使用者及使用情形。主要類別與項目 有 1.Collection  Ejournals( 含 periodicals, nerwspapers, and serials) 種數  CDROM  Computer Files  Databases  Digital documents  eBooks  Free Internet Resources  Other digital documents, et al.

5. NISO Z39.7: 2004 2 2.Workstations  Available workstations  Available Internet workstations 3.Finance  Capital expenditures  Operating expenditures by type of expenditure  Operating income by source  Capital revenue

6. NISO Z39.7: 2004 3  Operating expenditures Audiovisual materials Bibliographic utilities, networks and consortia Computer hardware, software, supplies and maintenance Ejournals Document delivery/Interlibrary loan Electronic access Electronic materials Employees benefit Furnishing and equipment Preservation Professional staff salaries and wages Student assistant salaries and wages Support staff salaries and wages

7. NISO Z39.7: 2004 4  Operating income by source  Federal government  Local government  Other sources  State government

8. NISO Z39.7: 2004 5 4.Services  Gate Count → Visits Counter  Hours Open → Available Time  Information Requests: including Virtual Reference Transactions  Library Events/Program → eLearning  Loans and Document Delivery  Use Electronic Collection Internet Access No. of Public Access Workstation Users  User Orientation and Training Attendance at User Training Formal user Information Technology Training - eLearning Information Services to Groups Point-of-Use Information Technology Training User Training

9. NISO Z39.7: 2004 6 5.Primary Target Population  Academic Library  Network and Cooperative Target Population  Public Library  School Library  Special Library  State Library Agency 6.Human Resources  Certified Library Media Specialist  Contributed Service Staff  Other Staff  Professional Staff  Qualified Special Staff  Staff Training Staff Hours of Training No. of Staff Trained  Student Assistants  Volunteers

10. CNS-13151 請詳 – 林呈潢主持（民 93 年）。圖書館統計標準與電 子圖書館服務使用評量（初版）。臺北市：國 家圖書館。 – 林呈潢、王麗蕉（民 93 年）。電子圖書館統計 標準發展之探討。在 21 世紀數位圖書館發展趨 勢（頁 351-370 ）。臺北市：文華。

11. COUNTER 1 Launched in March 2002, COUNTER (Counting Online Usage of Networked Electronic Resources) is an international initiative designed to serve librarians, publishers and intermediaries by facilitating the recording and exchange of online usage statistics. COUNTER has set out to achieve this, that is, the use of these online information resources should be measured in a more consistent way.

12. COUNTER 2 Code of Practice for Journals and Databases Code of Practice for Books and Reference Works

13. Code of Practice for Journals and Databases: 2005 Journal Report 1: No. of Successful Full-text Article Requests by Month and Journal Journal Report 2: Turnaways by Month and Journal Journal Report 3: No. of Successfual Item Requests and Turnaways by Month, Journal and Page-Type Journal Report 4: Total Searches Run by Month and Service Database Report 1: Total Searches and Sessions by Month and Database Database Report 2: Turnaways by Month and Database Database Report 3: Total Searches and Sessions by Month and Service

21. Compliant Vendors http://www.projectcounter.org/articles.html

22. Code of Practice for Books and Reference Works : 2005 Book Report 1: No. of Successful Title Requests by Month and Title Book Report 2: No. of Successful Section Requests by Month and Title Book Report 3: Turnaways by Month and Title Book Report 4: Total Searches and Sessions by Month and Title Book Report 5: Total Searches and Sessions by Month and Service Book Report 6: No. of Successful Item Requests and Turnways by Month, Title and Page-Type Book Report 7: Number of Successful Print Requests by Month and Title

30. ICOLC 1 Min. Requirements –Data Elements No. of Sessions (logins) No. of Queries (searches) No. Menu Selections No. of Full-Content Units –Journal Articles – by journal title with ISSN and Title –E-Books – by book title with ISBN and Title –Reference Materials – by content unit (e.g dictionary definitions, encyclopedia articles, biographies, etc. –Non-textual resources – by file types (e.g. image, audio, video, etc.)

31. ICOLC 2 –Subdivision By each specific database of the provider By each set of Institutional IP addresses or other special data element (e.g. account no.) By overall consortium, aggregated at the consortium level By time period, with a month as the primary coverage unit, aggregated annual as appropriate. Privacy and User Confidentiality Institutional or Consortia Confidentiality Access Delivery Report Formats

32. Dimension for analysis and evaluation Cost User Satisfaction Performance Indicators Outcome and Impact

33. Methods of assessment and measurement Output Assessment Cost of Per Use, 館藏資源 / 服務與諮詢 / 使用者 / 使 用情形 / 經費 & 預算 Performance Measures Service Quality LibQUAL+, Balanced Scorecard, Best Practices, Benchmarking Outcomes Assessment Miscellaneous: User Behaviors and Requirements, Collection Development

34. Output Assessment 1 Cost of Per Use –Formula Total Cost ÷ No. of use OR No. of use ÷ Total Cost –Case Study Journal of Cost Per Use Statistics University of Wisconsin- Madison Libraries – 1998-1999 http://www.wisc.edu/wendt/journals/costben.html The Cost per Article Reading of Open Access Articles http://www.dlib.org/dlib/january04/holmstrom/01holmstrom.ht ml

35. Output Assessment 2 NISO Z39.7 ISO-2789:2003 CNS -13151

36. Performance Measures ISO 20983: Information and Documentation – Performance Indicators for Electronic Library Services E-Metrics (ARL)

37. ISO 20983 1 Is the first edition for the evaluation of electronic library services in 2003. In the future, ISO 20983 will be incorporated into ISO 11620.

38. ISO 20983 2 Is composed of 5 dimensions and 14 categories in the following: –User Perception: general –Public Services: general, providing documents, retrieving documents, lending documents, document delivery from external sources, enquiry and reference services, information searching, user education, and facilities. –Technical Services: acquiring documents, processing documents, and cataloguing. –Promotion of Services –User Services: deployment of staff

39. ISO 20983 3 PIs –Percentage of Population Reached by Electronic Services –Percentage of Expenditure on Information Provision Spent on the Electronic Collection –No. of Documents Downloaded Per Session –Cost per Database Session –Cost Per Document Downloaded –Percentage of Rejected Sessions –Percentage of Remote OPAC Sessions –Virtual Visits as a Percentage of Total Visits

40. ISO 20983 4 PIs –Percentage of Information Requests Submitted Electronically –No. of User Attendances at Electronic Service Training Lessons Per Capita –Workstation Hours Available Per Capita –Population Per Public Access Workstation –Workstation Use Rate –No. of Attendances at Formal IT and Related Training Lessons Per Staff Member –Percentage of Library Staff Providing and Developing Electronic Services

41. E-Metrics 1 This E-Metrics study was 18-month project from 2000 to 2003 and was composed of three phases as follows: –An inventory –An identification –Identifying and testing data elements 5 dimensions of E-Metrics Projects are proposed to measure in the following: –Resource –Use –Cost –Digital Collection –Performance

42. E-Metrics 2 Resource Measures: Patron Accessible Electronic Resources –No. of Electronic Full-text Journals (R1) –No. of Electronic Reference Sources (R2) –No. of Electronic Books (R3) Use Measures: Use of Networked Resources and Services –No. of Electronic Reference Transactions (U1) –No. of Logins (Sessions) to Electronic Databases (U2) –No. of Queries (Searches) in Electronic Databases (U3) –Items of Requested in Electronic Databases (U4) –Virtual Visits to Library’s Website and Catalog (U5)

43. E-Metrics 3 Cost Measures: Expenditures for Networked Resources and Related Infrastructure –Cost of Electronic Full-text Journals (C1) –Cost of Electronic Reference Sources (C2) –Cost of Electronic Books (C3) –Library Expenditures for Bibliographic Utilities, Networks, and Consortia (C4) –External Expenditures for Bibliographic Utilities, Networks, and Consortia (C5)

44. E-Metrics 4 Digital Collection Measures: Library Digitization Activities –Size of Library Digital Collection (D1) –Use of Library Digital Collection (D2) –Cost of Digital Collection Construction and Management (D3) Performance Measures –Percentage of Electronic Reference Transactions of Total Reference (P1) –Percentage of Remote Library Visits of All Library Visits (P2) –Percentage of Electronic Books to All Monographs (P3)

45. Service Quality LibQUAL+ Balanced Scorecard Best Practices Benchmark

46. LibQUAL +1 The LibQUAL+ was initiated in Sept./Oct. 1999. The LibQUAL+ was developed based on SERVQUAL model. 3 dimensions and 22 core questions. Three dimensions are listed as below: –User Perceptions of Service Affect –Information Control –Library as Place

47. LibQUAL +2 User Perceptions of Service Affect –Employees who instill confidence in users. –Giving users individual attention. Information Control –Making electronic resources accessible from home or office. Library as Place –Library space that inspires study and learning To examine and explain the results based on 3 ways as follows: –Gap scores (min., perceived and desired scores) –Radar chart –Bar chart

48. Balanced Scorecard 1 The balanced scorecard was developed in the early 1990's by Drs. Robert Kaplan and David Norton and is a new approach to strategic management. The balanced scorecard is a management system (not only a measurement system) that enables organizations to clarify their vision and strategy and translate them into action. Four Dimensions –Financial –Internal Business Processes –Learning and Growth –Customer Vision and Strategy

49. Balanced Scorecard 2

50. Outcomes Assessment 1 The Linear Model The Cyclic Model The Spiral Swirl A Framework

51. Outcomes Assessment 2 INPUTSOUTPUTS Outcomes Service Quality Invested Resources Results

52. Examples of Input and Output Input –XX1 Human Resource –XX2 Budget –XX3 Working Days –XX4 Overhead –XX5 Facilities Output –YY01 Ref. Questions –YY02 Q&As –YY03 Manual –YY04 Bib Recs –YY05 Ejournals –YY06 EBooks –YY07 Databases –YY08 Organized Directories –YY09 BI Programs –YY10 eLearning Materials –YY11 eLearning Programs

53. Miscellaneous Web Log File User Behaviours and Requirements Collection Development

54. Conclusions and Suggestions 1 What are to be measured What goals and objectives do library plan to perform and present for? What data are to be measured What data are required to achieve expected goals and objectives? What are data elements, granularity and comprehensiveness collected for? How to assess the data –Output Assessment –Performance Measure –Service Quality –Outcomes Assessment –Strategic Management –User Study

55. Conclusions and Suggestions 2 Past is more Descriptive for Internal use: –Output Assessment –Performance Measures –Service Quality Proactive actions are required for libraries to take right now: –Service Quality –Outcome Assessment –Analysis and Profile of User Behaviours and Requirements –Miscellaneous: Strategic Management

56. Conclusions and Suggestions 3 Publishers are required to offer libraries more detailed information of the usage of electronic resources in order to establish “win-win” partnership. In addition to assessment/measure/evaluation, user study and collection development will be more important for libraries in the near future. More factors are required to take into account for subscription of electronic resources, ranging from output, performance, service, outcome, to user requirements and collection development.

57. Reference ARL. (2002). Measures for electronic resources: Complete set. Washington, DC: ARL. Bertot, J.C. (2005). Assessing digital library services: Approaches, issues, and considerations. Paper presented at DLKC’04. Available at: http://www.kc.tsukuba.ac.jp/dlkc/~proceedings/papers/dlkc04pp72.pdf Bertot, J.C., & McClure, C.R. (2003). Outcomes assessment in the networked environment: Research questions, issues, considerations, and moving forward. Library Trends, 51(4), 590-613. COUNTER Project Website: http://www.projectcounter.org/ ICOLC. (2001). Guidelines for Statistical Measures of Usage of Web-Based Information Resources. Available at: http://www.library.yale.edu/consortia/2001webstats.htm NISO. (2004). NISO Z39.7: Information services and uses: Metrics & statistics for libraries and information providers: Data dictionary. Available at: http://www.niso.org/emetrics/current/complete.html Technical Committee ISO/TC46. (2003). ISO/TR 20983:2003(E): Information and documentation – performance indicators for electronic library services.

58. Thanks for your attention, and Welcome any comments!