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Guidelines On Performance Indicators For Libraries In Malaysia Based On BS ISO 11620: 2008

Prepared By: Universiti Teknologi Malaysia Perpustakaan Sultanah Zanariah For Special Interest Group Key Performance Indicator PERPUN

Copyright Š Perpustakaan Sultanah Zanariah, 2012


Contents

Page

List of Performance Indicators for Libraries

1 - 55

Table Table 1 : Median Time of Document Retrieval From Closed Stacks

7

Table 2 : The Enquiry Tabulation Form

24

Table 3: Median Time of Document Acquisition

25

Table 4 : Percentage of Information Request Submitted Electronically

41

Appendices Appendix 1 : Shelving Accuracy Appendix 2 : Item Request / Reference Inquiry Appendix 3a: Speed of Interlibrary Loan Appendix 3b : Percentage of Successful Interlibrary Loan Appendix 4 : Hours Open Compared to Demand Appendix 5 : Sampling Stock Not Used Appendix 6 : Customer Satisfaction Index Survey Appendix 7: Slip Pemprosesan Bahan Appendix 8 : MTDP Purchased Book Sheet Appendix 9 : Feedback On Correct Answer Fill Rate From Reference Enquiry Session

Bibliography 1. ISO 2789: 2006, Information and documentation – International library statistics. 2. ISO 11620: 2008, Information and documentation – Library performance indicator. 3. Poll, R., 2007. Measuring quality: performance measurement in libraries. 2 nd ed. K.G. Saur: IFLA Pubs.


B.1 RESOURCES, ACCESS & INFRASTRUCTURE B.1.1 Collection B.1.1.1 Required Titles Availability B.1.1.1.1 Definition The percentage of titles owned by the library and required by at least one user that are immediately available in either print or electronic format. Available means for the purpose of this performance educator, that one or more copies of the title is available to users for loan, in-library use, or downloading. Copies to be retrieved from closed stacks are counted as being available. Copies taken out for processing, such as cataloguing, classification, bookbinding, re-shelving, etc., and copies missing because they are stolen, misplaced, etc., are counted as not available but the titles are included in the total number of titles. In addition, copies indicated as part of the electronic collection, but inaccessible to users at the time of request (e.g. simultaneous use, system downtime) are counted as not available but are included in the total number of titles. Titles may, for the purpose of this performance indicator, include individual articles in journals, books, e-journals, or e-books, or other catalogued documents or resources, if they are included in the total number of titles as well. What is included has to be stated explicitly in each case. B.1.1.1.2 Method i. Printed Materials RTA = A / B x 100 A = number of available required titles in the sample B= total number of required titles in the sample

1


B.1.1.1.3 Standard Operating Procedure Steps: 1. Obtain required reference list from lecturers. 2. Check OPAC for items availability. 3. Items which are physically accessible at the shelves will be counted as available. 4. Calculate according to the given formula. Example: Titles which are physically accessible at the shelves = 57 Required Reference Titles by Faculties = 159 Calculation: 57/159 X100 = 35% B.1.1.1.14 Interpretation A high score means high availability. B.1.1.2 Percentage of Required Titles in the Collection B.1.1.2.1 Definition The percentage of titles, required by at least one user, that are already owned by the library. If a title has been published and ordered before the investigation, but has not been received by the library, it is counted as owned by the library. Titles may, for the purpose of this performance indicator, include individual articles in journals or books, if they are included in the total number of titles as well. What is included has to be stated explicitly in each case. B.1.1.2.2 Method RTC = A/B Ă— 100 where

A is the number of required titles in the sample owned by the library. B is the total number of required titles in the sample. Round off IRTC to the nearest integer. 2


B.1.1.2.3 Standard Operating Procedure Steps: 1. Obtain required reference titles list from lecturers. 2. Check OPAC for items availability. 3. Items that are listed in OPAC will be counted as owned by the library including items that are on order. 4. Calculate according to the given formula. Example: Titles which are listed in OPAC = 81* Required Reference Titles by Faculties = 159 Calculation: (81/159 X100) = 51% *Include on order titles. B.1.1.2.4 Interpretation A high score indicates a good fit between the collection and the requirements of the users. B.1.1.3 Subject Catalog Search Success Rate – Excluded B.1.1.4 Percentage of Rejected Sessions B.1.1.4. Definition The percentage of rejected sessions of the total attempted sessions for each licensed database during a specified time period. Sessions by library staff and for user training should be included. Sessions rejected because of incorrect passwords or user IDs are not included. B.1.1.4.2 Method Count the total number of attempted sessions on a database and the number of unsuccessful attempts during a specified time period. The percentage of Rejected Sessions, IRS, is

IRS = A/B Ă— 100 where 3


A is the number of rejected sessions on a licensed database during a specified time period; B is the total number of rejected and successful sessions on the electronic database during the same time period. Round off IRS to nearest integer, or one decimal place if less than 10. B.1.1.4.3 Standard Operating Procedure (SOP) Steps : 1. Access admin page of each title. Most titles require the admin to log in using the given admin account. 2. Download usage statistics. 3. Extract “Rejected Session” data and “Session” data from the usage statistics. 4. Calculate according to the given formula. Example: Select databases with limited users (concurrent user license). Title IEEE Explore

License 15

Rejected Session 0

Session 51

(IRS) IEEE Explore percentage of rejected session in Jan 2012 = (A) 0 / (B) 51 X 100 = 0% B.1.1.4.4 Interpretation A high score indicates that the number of licenses is not adequate to users’ needs. B.1.2.1 Shelving Accuracy B.1.2.1.1 Definition The percentage of documents recorded in the library’s catalogues that are in their correct place on the shelves at the time of investigation. Documents whose absence is accounted for in the library’s records, e.g. by being on loan, taken out for bookbinding or repair or noted as missing, are not included in the sample. 4


B.1.2.1.2 Method ISA 1 = A/B X 100 A = number of documents correctly shelved B = total number of documents in the sample (excluding those whose absence is accounted for in the library’s records B.1.2.1.3 Standard Operating Procedure Steps : 1. Create a form* for data collection on shelf sampling under specific call numbers. 2. Determine the total number of books between 200-300 copies. 3. Perform daily shelf reading 4. Materials awaiting shelving should be reshelf before performing shelf reading. 5. Record the selected shelf call number’s list from the system. 6. Determine the period to review material on the shelves (e.g. every 2 hours, 9.00 am 11.00 am , Monday – Sunday; for 1 week duration) 7. Check the rearrangement materials on shelves and calculate any improper shelving. 8. Calculate according to the given formula. Example : i)

2031/3053 x 100 = 66.53%

ii) 9483/9506 x 100 = 99.75% iii) 8268/8428 x 100 = 98.10% iv) 12906/12936 x 100 = 99.77% Average : 98.11% Please refer Appendix 1 B.1.2.1.4 Interpretation A high score means high Shelving Accuracy.

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B.1.2.2 Median Time of Document Retrieval from Closed Stacks B.1.2.2.1 Definition The median time elapsed between the request for a document placed in closed stacks and the moment it is available to the user. B.1.2.2.2 Methods Ranking the request in ascending order by the retrieval time. The median time is the value of the request in the middle of the ranking list. MTDR = Time taken that is in the middle of the ranking list If the titles is even, use: MTDR = (A + B)/2 A & B = Two values in the middle of the ranking list B.1.2.2.3 Standard Operating Procedures Steps : 1. Receive Borang PSZ 2.1 from Information Services Division. 2. Record information in a Log Book - date received, reference number, staff name, document type, time received. 3. Search the item at Special Collection Room. 4. Record the retrieval time in the Log book and calculate time taken. 5. Indicate with a “Yellow Slip� for available item. Please refer Appendix 2

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Example: Table 1: Median Time of Document Retrieval From Closed Stacks Date

Request Staff Name

Document Time

Retrieval

Time

Received

Form

Type

Time

Taken

Received

Ref. No. 01.04.2011 3

Remarks

(Minutes) Farhana

Project

8.20 a.m

8.25 a.m

5

8.20 a.m

8.25 a.m

5

8.10 a.m

8.13 a.m

3

2.20 p.m

2.30 p.m

10

4.35 p.m

4.40 p.m

5

8.10 a.m

8.15 a.m

5

Paper 05.042011

4

Farhana

Project Paper

10.04.2011 8

Murad

Contract Document

10.04.2011 9

Farhana

RMCarticle

15.04.2011 5

Farhana

PHD Thesis

17.04.2011 7

Murad

RMCarticle

20.04.2011 1

Murad

Project

ILL PSZKLIC

9.20 a.m

9.40 a.m

20

9.20 a.m

9.40 a.m

20

2.30 p.m

2.33 p.m

3

Paper 22.04.2011 2

Murad

Project Paper

26.04.2011 3

Murad

Master Thesis

MTDR = 5,5,3,10,5,5,20,20,3 Median=3,3,5,5,5,5,10,20,20 MTDR = 5 minutes B.1.2.2.4 Interpretation A short retrieval time is considered good.

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B.1.2.3 Speed of Interlibrary Lending B.1.2.3.1 Definition The number of hours required for library staff to successfully complete an interlibrary loan or document delivery request. A request is complete when the item is sent to the requesting library by the lending library. The time interval is measured in library business hours (the hours the library is open for business, excluding weekends, holidays or other days that the library is closed). Interlibrary loan or document delivery request is all materials approved for loan or permanent delivery from one library to a library outside of the fulfilling library’s administration. Time received is the date and time the request is received by the lending library. Time sent is the date and time the item requested was sent to the requesting library. B.1.2.3.2 Method The Speed of Interlibrary Lending, ISIL, is

ISIL = A/B where

A is the total number of hours to complete a specified number of interlibrary loans or document delivery requests;

B is the number of interlibrary loans plus document delivery requests included in A. Exclude days library is closed for business. Round ISIL to the nearest whole hour. B.1.2.3.3 Standard Operating Procedure Steps : 1. Identify a week in a month as sampling period. 2. Use the ILL requests of the week as sampling. 3. Record details of each request in the form provided as a method for monitoring the progress of requests (example of form used as attached). 8


4. Check the ILL request with the existing collection in the library and locate the materials from the shelves (if materials are available). Indicate in the form if materials are not available in the collection (for measurement of element B1.2.4). 5. Record the time taken for checking and locating the materials on the shelves in the form provided. 6. Calculate according to the given formula. Example : SIL (Articles) = 5.5 hours / 32 requests = 0.17 hours (10.2 minutes) Please refer Appendix 3a and 3b B.1.2.3.4 Interpretation A lower score is usually considered as good. It will inform the library whether its processes are organized efficiently. B.1.2.4 Percentage of Successful Interlibrary Loans B.1.2.4.1 Definition The percentage of successfully completed interlibrary lending or document delivery transactions for all materials approved for loan or permanent delivery from one library to a library outside of the fulfilling library’s administration. Successful completion of an interlibrary lending or document delivery transaction is when an item requested is delivered to the requesting library. Delivery includes all methods of transmission of an item (e.g. facsimile, digital image, PDF, postal or other form of surface delivery service). B.1.2.4.2 Method The Percentage of Successful Interlibrary Loans, ISuIL, is

ISuIL = A/B Ă— 100 9


where

A is the number of successful interlibrary loan and document delivery transactions; B is the total of all interlibrary loan and document delivery requests. Round off ISuIL to the nearest integer. B.1.2.4.3 Standard Operating Procedure Steps : 1. Identify a week in a month as sampling period. 2. Use the ILL requests of the week as sampling. 3. Record details of each request in the form provided as a method for monitoring the progress of requests (example of form used as attached). 4. Check the ILL request with the existing collection in the library and locate the material from the shelves (if materials are available). Indicate in the form if materials are not available in the collection (for measurement of element B1.2.4). 5. Record the time taken for checking and locating the materials on the shelves in the form provided. 6. Calculate according to the given formula. Example: SIL = 18/32 x 100

= 56%

Please refer Appendix 3a and 3b B.1.2.4.4 Interpretation A higher score is usually considered as good. It is a performance indicator of the quality of the library’s collection and shows the library’s importance to the library community. B.1.3 Facilities B.1.3.1 Public Access Workstations per Capita B.1.3.1.1 Definition The ratio of publicly accessible networked workstations per 1000 defined library population to be served. 10


Workstations for the use of staff are excluded. B.1.3.1.2 Method PAWC1=A/B X 1000 A=no. of paw B= No. population to be served B.1.3.1.3 Standard Operating Procedure Steps : 1. Obtain the number of public access workstations in the library. 2. Obtain the total of population to be served of the university. 3. Divide the number of public access networked workstations by the number of population to be served, multiply by 1000. Example: Number of public access networked workstations = 185 units Number of total population to be served = 30,000 The ratio of public access networked workstations = 185 / 30000 x 1000 = 6.16 B.1.3.1.4 Interpretation Low result indicates that the library should also provide users with wireless Internet connection for maximum access of the library services. B.1.3.2 Workstations Hours Available per Capita B.1.3.2.1 Definition The number of hours that a workstation is available for a member of the population to be served during a year. B.1.3.2.2 Method WHAPC=[A-BxC]/D A= Total no. of workstations 11


B= No. of workstations not in service C=No. of hrs the workstations are available to users per year ( according to library opening hours) D= population to be served B.1.3.2.3 Standard Operating Procedure Steps : 1. Obtain the number of public access workstations in the library (networked and nonnetworked). 2. Obtain the number of not in service workstations. 3. Obtain the total hours of workstation availability to users per year (library which has Desktop Management System software has advantage to obtain the accurate data on workstations usage by hour). 4. Obtain the total of population to be served of the university. Example: 30000 5. Deduct the total obtained from step 1 with the total obtained from step 2, then multiply with number of hours obtained from step 3 and divide the result by the total population. Example: Number of public access workstations and non networked workstations = 177+45 = 222 units Number of not in service workstations = 0 Total hours of workstation which is available to users per year = 4268 hours Available Workstation Hours Available per Capita = (222 – 0) x 4268 / 30000 = 31.6 hours Number of hours of workstation which is available to every user is 31.6 hours per year. B.1.3.2.4 Interpretation Low result indicates that the library should also provide users with wireless Internet connection for maximum access of the library services. B.1.3.3 User Area per Capita B.1.3.3.1 Definition The sum of user area that the library offers to members of its population to be served. 12


User area in the sense of this performance indicator is the net useable area for user services. It includes space for reading, studying, information delivery, computer terminals and any other services delivered to users, also open-access storage areas as integrated parts of user services areas. Premises not usually available to users should be excluded. B.1.3.3.2 Method Calculate the relation between the library’s user area in square meters and the size of the population to be served. User Area per Capita, I UAC, is

I UAC = A/B Where A

is the library area available for user services expressed in square meters

B

is the population to be served

B.1.3.3.3 Standard Operating Procedure Steps : 1. Obtain the library building floor area in square meters from the library building technical drawing plan. 2. Identify the floor area designated to library users* 3. Obtain the total of population. 4. Divide the total sum of floor area designated to library users by all population (as step 3) Notes: * ¾ of whole floor area Example : A

is the Library floor area designated to user services expressed in

square meters

(18639.508m²) B is library population to be served (30,000) 18639.508/30,000 = 0.47 m²

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B.1.3.3.4 Interpretation The performance indicator is a real number with no upper limit. A higher score will usually be considered as good. B.1.3.4 Seats per Capita B.1.3.4.1 Definition The ratio of publicly available seats, whether with or without equipment, per 1 000 defined library population to be served. For this performance indicator, seats include seats in carrels, in seminar and study rooms and the audiovisual and children’s departments of the library. Exclude seats reserved exclusively for the use of staff. B.1.3.4.2 Method The seat per Capita, /SC = A/B x1000 A = the number of available seats B = the number of persons in the population to be served B.1.3.4.3 Standard Operating Procedure Steps: 1. Calculate the total number of library seats available to users. 2. Count the total number of university population. Example : /SC = A/B x1000 3000 / 30000 X 1000 = 100 seats B.1.3.4.4 Interpretation A higher score is usually considered as good.

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B.1.3.5 Hours Open Compared To Demand B.1.3.5.1 Definition The actual number of a library’s open hours compared to the number of hours desired by users. Open hours in the sense of this performance indicator are the hours in a normal week that the main services of the library (e.g. reference and loan services, reading rooms) are available to users. B.1.3.5.2 Method /HOCD = A/B A = number of current hours open B = number of hours the users state that they need B.1.3.5.3 Standard Operating Procedure Steps: 1. Prepare a simple questionnaire. 2. Distribute the questionnaires. 3. Gather data and calculate according to the given formula. Example: 68 hours per week / 81 hours demanded by user = 0.83 Please refer Appendix 4 B.1.3.5.4 Interpretation The performance indicator shows not only whether users need additional hours open, but also for what time of the day/week such additional hours open are required. B.1.4 Staff B.1.4.1 Staff per Capita

15


B.1.4.1.1 Definition The ratio of employees including student assistant and project related employees defined per 1,000 members in the population to be served. B.1.4.1.2 Method

ILS=A/B X 1,000 where A = no. of employees in FTE B = no. of persons in the population to be served B.1.4.1.3 Standard Operating Procedure Steps : 1. Obtain the number of full time employees in the organisation (including contract staff). FTE is determined by the period of service in an organization (one full year). 2. Obtain the number of students and registered library users. The total number can be determined during registration period (usually on September). 3. Divide the number obtained from step (1) with the number obtained from step (2) and multiply by 1,000; 4. The results show the number of users to be served by each staff in a specified period. Example : A = 200, B = 30,000. /LS = 200/30,000 x 1,000 = 6.66 @ 7. Ratio 7 staff: 1000 user (1 staff : 142 user) B.1.4.1.4 Interpretation A high score is usually considered as good. B.2 USE B.2.1.1 Collection Turnover B.2.1.1.1 Definition The total number of loans in the specified collection during a specified period of time, normally one year, divided by the total number of documents in the collection. 16


B.2.1.1.2 Method /CT = A/B A = number of registered loans in the specified collection B = total number of documents in the specified collection B.2.1.1.3 Standard Operating Procedure Steps: 1. Identify a collection which is available for borrowing from the system (open shelves books and thesis collections were selected). 2. Obtain the total number of registered loans of a specified collection. 3. Obtain the total number of a specified collection from the system. 4. Calculate according to the given formula. Example: Open shelf books

= 186,944

Thesis = 4404 Total A = 186,944 Total B = 358,063 /CT = A/B =186,944/358,063 =0.5 B.2.1.1.4 Interpretation The higher the number, the more intensive the usage rate. B.2.1.2 Loans per Capita B.2.1.2.1 Definition The total number of loans in a year divided by the population to be served. B.2.1.2.2 Method LPC = A/B A = total number of loans in a year 17


B = number of persons in the population to be served B.2.1.2.3 Standard Operating Procedure Steps: 1. Obtain the total number loans of a year. 2. Obtain the total number of population to be served. 3. Calculate according to the given formula. Example: 250,647 / 30000 = 8 loans / capita B.2.1.2.4 Interpretation The performance indicator is a real number with no upper limit. The performance indicator can also be used to show areas where demand is low or unsatisfied and to point to areas where use could be increased. B.2.1.3 Percentage of Stock Not Used B.2.1.3.1 Definition The percentage of physical items in stock not used during a specified period (rounded off to the nearest integer).

Used means, for the purpose of this performance indicator, that an item has been recorded as having been on loan, or has otherwise been registered as having been used in the library during the specified time period. In-house use is included only when a library records it on a continuous basis. The period used for measurement is fixed by the user of the performance indicator. This should be done in a way that reflects the mission and policies of the library. In general, a period of one year is the minimum appropriate.

18


B.2.1.3.2 Method /PSNU1 = (C – A – B) /C X 100 A = number of items in the sample which have been borrowed B = number of items in the sample which have been registered as used in the library and not borrowed C = total number of items in the sample B.2.1.3.3 Standard Operating Procedure Steps : 1. Create a list of shelf sampling via the system (Example: class TA consist of 250 - 300 books) (C) 2. Record the call numbers in the form provided. The form will record: i.

Availability of book on shelves

ii.

Book used on specified period

3. Perform shelf reading. 4. Checking for availability is conducted every two hours in a day. Data compilation is collected for a week. 5. Retrieve registered loans of the specified call numbers through system during the specified period (A). 6. Count the number of used books on the table and trolleys (B). Record the numbers to the form provided. 7. Calculate according to the given formula. Example: Sample from class numbers TA(300 – 28 – 71) x 100 / 300 = 67.0 Please refer Appendix 5 B.2.1.3.4 Interpretation A low score means a high usage rate.

19


B.2.1.4 Number of Content Units Downloaded per Capita B.2.1.4.1 Definition The number of content units downloaded in part or in whole from each electronic resource, divided by the population to be served during a specified time period. Use of electronic resources by library staff and for user training is included in the count of content units downloaded. The population to be served is the preferred measure; however, a specific target population may be substituted and so specified when reporting. B.2.1.4.2 Method Count the number of content units downloaded from each electronic resource during a specified time period and divides that number by the number of population to be served by the same resource during that time period. The Number of Content Units Downloaded per Capita, INCUDC, is

INCUDC = A/B Where

A is the number of content units downloaded from a specified electronic resource during a specified time period;

B is the population to be served. Round off INCUDC to nearest integer, or to one decimal place if less than 10. NOTE In some special cases, the library may wish to use a particular target population (e.g. faculty, senior level students) for this performance indicator B.2.1.4.3 Standard Operating Procedure Steps: 1. Access admin page of each title. 2. Download the usage statistics. 3. Extract data from the usage statistics as follows: 20


i.

Total pdf downloaded and viewed

ii.

Total html downloaded and view

4. Calculate according to the given formula. Example: Select a multidisciplinary online database with “Download� data in usage statistics e.g. Science Direct. Population to be served: 30,000 (INCUDC) Number of Content Units Downloaded per Capita for Science Direct in 2011 = (A) 2,273,496 / (B) 30,000 = 75 B.2.1.4.4 Interpretation The performance indicator is an integer with no upper limit. A high number is regarded as better than a low one. B.2.1.5 In-library Use per Capita B.2.1.5.1 Definition The number of library documents used in the library in a year divided by the population to be served. B.2.1.5.2 Method /IUC = (A/B x C) /D Where A = number of documents counted during the sampling periods B = number of opening days in the sampling periods C = number of opening days in the full year D = no of persons in the population to be served

21


B.2.1.5.3 Standard Operating Procedure Steps: 1. Determine the period of sampling every two hours of one week (For example: 9. a.m. – 11 a.m.) 2. Obtain the total number of books available from the table and trolleys before compiling books on the shelves. 3. Calculate according to the given formula. Example: (154/7) x 350/30000 = 0.26 B.2.1.5.4 Interpretation In-library use is affected by the speed with which documents are re-shelved by staff, and the retrievability of documents waiting to be re-shelf. B.2.2 Access B.2.2.1 Library Visits per Capita B.2.2.1.1 Definition The total number of visits to the library, either physical or virtual, during a full year divided by the total number of persons in the population to be served. For the purpose of this performance indicator, a visit is the act of entering the library premises or accessing the library’s website in order to use one of the services provided by the library. B.2.2.1.2 Method LVC = A/B A = estimated total number of physical + virtual library visits in a full year. (library gate counter + library portal) B = number of persons in the population to be served

22


B.2.2.1.3 Standard Operating Procedure Steps: 1. Collect statistical data of physical and virtual from January to December. 2. Calculate the total population. 3. Calculate according to the given formula. Example: 4750084/30000 = 158 visits / capita B.2.2.1.4 Interpretation A high score is normally considered good. B.2.2.2 Percentage of Information Requests Submitted Electronically B.2.2.2.1 Definition The number of information requests submitted electronically during a specified time period as a percentage of the total number of information requests received during the same period. B.2.2.2.2 Method The Percentage of Information Requests Submitted Electronically, IPIRSE, is

IPIRSE = (A/B) Ă— 100 Where

A is number of information requests submitted electronically during a specified time period; B is total number of information requests received during the same time period. Round off IPIRSE to the nearest integer. B.2.2.2.3 Standard Operating Procedure Steps A 1. Determine a sampling period which best suits the organization. For this exercise sampling period is three months. 2. Create an Enquiry Tabulation Form which will be filled out by staff to tabulate methods of request submission by users. 23


3. Compile the form at the end-of-month into excel worksheet. Divide into 2 tabulated sections, namely Digital Methods and Manual Methods. 4. Calculate according to the given formula. Example: A = is number of information requests submitted electronically during a specified time period:

353 through electronic requests B = is total number of information requests received during the same time period: 353 (through

electronic requests) + 320 (verbal requests) = 673 requests during the same time period IPIRSE = (A/B) Ă— 100 ďƒ  353 / 673 x 100% = 52.5% Table 2: The Enquiry Tabulation Form

24


Table 3 : Percentage of Information Request Submitted Electronically

B.2.2.2.4 Interpretation The performance indicator is an integer in the range of 0 to 100. This figure gives an indication of the extent to which the library’s users are switching to electronic means of communication. For example, a high number may indicate that: a) a high proportion of the library’s users are comfortable with electronic media and use them to access the library’s services; b) a high number of users operate at some distance from the library. B.2.2.3 Percentage of External Users B.2.2.3.1 Definition The percentage of external library users out of all library users. In the sense of this performance indicator, an external user is defined as an external active borrower, a registered user who has borrowed at least one item during the reporting period. 25


For institutions of higher education, this normally includes users who are not members of the academic and professional staff or students. For public libraries, this will normally be the population outside the legal service area (authority). B.2.2.3.2 Method PEU = A/B x 100 A = number of external active borrowers B = total number of active borrowers B.2.2.3.3 Standard Operating Procedure Steps: 1. Obtain the total number of active external borrowers from the system. 2. Determine the total number of active borrowers among library users. Example: (94/250,647) x 100 = 0.04% B.2.2.3.4 Interpretation A higher score indicates the library’s importance and attractiveness beyond its population to be served, and can reflect the relevance of the library’s services to a broader population. Whether this is considered as good depends on the library’s mission and goals. B.2.2.4 Percentage of the Total Library Lending to External Users B.2.2.4.1 Definition The percentage of the library’s total loans to non-members of the population to be served. For institutions of higher education, this normally includes users who are not members of the academic and professional staff or students. For public libraries, this will normally be the population outside the legal service area (authority). B.2.2.4.2 Method /PTLLEU = (A/B) x 100 26


Where A = number of loans to external users B = total number of loans B.2.2.4.3 Standard Operating Procedure Steps: 1. Count registered loans by external users. 2. Count the total number of loans. Example: (344/21,971) x 100 = 0.16% B.2.2.4.4 Interpretation A high rate indicates that the library offers a high amount of services to users outside the population to be served. B.2.2.5 User Attendances at Library Events per Capita B.2.2.5.1 Definition The total number of attendances at the library’s events during a full year per 1 000 members of the population. Events, in the sense of this performance indicator, include events with literary, cultural or educational intent, e.g. author visits, reading groups, literary discussions, workshops. There may be different events for children, youths and adults. Only events arranged by the library are included. Exhibitions are excluded. B.2.2.5.2 Method Count the number of attendances at each library’s event and sum up for the year. 27


When the same person attends more than one event, he/she should be counted every time. Determine the number of persons in the population to be served. The Attendances at Library Events per Capita, IALEC, is

IALEC = (A/B) Ă— 1 000 Where

A is the number of attendances at the library events; B is the number of persons in the population to be served. B.2.2.5.3 Standard Operating Procedure Steps: 1)

Determine the total number of attendances of library activities.

2)

Determine the total population.

3)

Calculate according to the given formula.

Example : (15280/30000) x 1000 = 509 persons / capita B.2.2.5.4 Interpretation A high score indicates that the events that the library arranged were suited to the population to be served. B.2.2.6 Number of User Attendances at Training Lessons per Capita B.2.2.6.1 Definition The number of user attendances at training lessons during a specified time period per 1 000 of the population to be served. User training is defined as a training programme established with a specified lesson plan, which aims at specific learning outcomes for the use of library and other information services. User training can be offered as tour of the library, library tuition, or as a web-based service for users.

28


B.2.2.6.2 Method The Number of User Attendances at Training Lessons per Capita, INUATLC, is

INUATLC = [(A + B)/C] Ă— 1 000 Where

A is the number of attendances at library instructional sessions (and, if applicable, tours); B is the number of sessions on the library’s (interactive) online training modules; C is the population to be served. Round off INUATLC to nearest integer. B.2.2.6.3 Standard Operating Procedure Steps: 1. Identify types of training conducted including target audience; e.g.: undergraduate, postgraduate etc. 2. Count the number of sessions of libraries online training modules used for the trainings conducted during the period. 3. Identify the target population served. 4. Calculate according to the given formula. Example: Undergraduate Number of attendances at library instructional sessions = 1731 Number of sessions on the library’s (interactive) online training modules = 66 Total population of undergraduate = 13185 (1797/13185) x 1000 = 136 Postgraduates A = number of attendances at library instructional sessions = 6234 C=the population to be served = 10888 (Postgraduate students) (6234/10888) x 1000 = 573 B.2.2.6.4 Interpretation A higher number shows efficiency in reaching users by training lessons. 29


B.2.3 Facilities B.2.3.1 Public Seating Occupancy Rate B.2.3.1.1 Definition The percentage of public seats in use at the time of investigation. Public seats reserved exclusively for the use of staff are not included. B.2.3.1.2 Method /PSOR = A/B x 100 Where A = number of users seats in use B = number of users seats provided B.2.3.1.3 Standard Operating Procedure Steps: 1. Determine the date and period for sampling every 2 hours of one week. A sampling period of one week during semester is fixed for this survey. 2. Record the number of public seats in used every 4 hours daily including public seats which show evidence of being used, such as coats, bags, notebooks, etc., placed at seats, are counted as being in use, even if the user is absent. 3. Get the total number of public seats provided by the library. 4. Determine the average number of user in the library according to the designated area. Example: A=2179 B=3230 2179/3230 x 100 = 67.5% B.2.3.1.4 Interpretation The performance indicator is an integer in the range 0 to 100. It estimates the probability that a randomly selected public seat in use at any time, or at the times specified. 30


B.2.3.2 Workstation Use Rate (networked workstations) B.2.3.2.1 Definition The percentage of networked workstations in use at the time of investigation. B.2.3.2.2 Method WUR1=A/BX100 A= the mean number of workstations in use B= the mean number of operable workstations provided B.2.3.2.3 Standard Operating Procedure Steps: 1. Obtain the number of networked workstations in use for a month. Example: 185 2. Divide by the number of operable workstations provided. Example: 185 3. Multiply the result by 100. Example: 185 / 185 x 100 = 100% 4. Repeat steps 1 - 3 to obtain the monthly usage percentage. 5. Total all the monthly percentage, then divide by total of months to obtain mean number of workstations in use per month. Example: Number of networked workstations in use for a month = 185 Number of operable workstations provided= 185 % of Workstation Use Rate = 185 / 185 x 100 = 100% per month % Workstation Use Rate for the whole year = 100 + 100 + 100 +100 + 28.2 + 28.2 + 28.2 + 28.2 + 100 + 100 + 100 +100 = 912.8) /12 = 76.1% Mean for Workstation Use Rate of networked workstations per year is 76.1%. * Usage of networked workstations may differ due to semester breaks. B.2.3.2.4 Interpretation High result indicates that the workstations provided are heavily used by the users hence the library should increase its volume of resources.

31


B.2.4 General B.2.4.1 Percentage of Target Population Reached B.2.4.1.1 Definition The percentage of the target population using the library. A user is, for the purpose of this performance indicator, a person who has visited the library or used the services of the library in other ways during the last year. The number of users with registered loans may be used as an estimate of the number of users in the target population. A user may, for the purpose of this performance indicator, be an individual or a corporate body (an organization, institution or company). B.2.4.1.2 Method /PTPR1 = A/B x 100 A = nos. of active borrowers belonging to the target population B = total number of persons in the target population B.2.4.1.3 Standard Operating Procedure Steps: 1. Count the number of borrowers (belonging to the target population) within the last year. For example, postgraduates. 2. Acquire total number of persons in the target population from university facts and figures. Example: A= 4,355 B= 10,888 /PTPR1 = A/B X100 = (4,355/10,888) X 100 = 40%

32


B.2.4.1.4 Interpretation A higher score is normally considered better than a lower score, but a relatively low score may be considered satisfactory from the point of view of a specific library, e.g. with a specific type of target population. B.2.4.2 User Satisfaction B.2.4.2.1 Definition The average rating by users of the library services as a whole or of different services of the library. The rating should be on a numeric scale, either: a four-point scale, from 1 to 4 with 1 as the lowest value; or a five-point scale, from 1 to 5 with 1 as the lowest value; or a seven-point scale, from 1 to 7 with 1 as the lowest value. B.2.4.2.2 Method The average User Satisfaction for each service or aspect of service, IAUS, is

IAUS = A/B Where

A is the sum of the values for each service indicated by the users; B is the number of persons answering the questions. Round off IAUS to one decimal place. C is the population to be served. B.2.4.2.3 Standard Operating Procedure Steps: 1. Design a simple questionnaire and list the specific services, and/or aspects of services, which are to be assessed (as in B.2.4.2.2 - Scope of the performance indicator). 2. Design a five point scale questionnaire. 1=Strongly Disagree 2=Disagree 3=Moderately Agree 4= Agree 5=Strongly Agree 3. 1000 copies of questionnaires will be distributed accordingly. 33


4. Calculate the data according to the given formula Example : The average User satisfaction for item 1. The Library’s catalogue System (Online Public Access Catalogue/OPAC) is user friendly A/B Where A is the sum of the values for each service indicated by the users; B is the number of persons answering the questions 1

Strongly Disagree A/B=0/968=0

2

Disagree A/B=70/968=0.1

3

Moderately Agree A/B=150/968=0.2

4

Agree A/B=487/968=0.5

5

Strongly Agree A/B=261/968=0.3

Please refer Appendix 6 B.2.4.2.4 Interpretation For each service or aspect of a service, this performance indicator is a number with one decimal point between 1 and 4, 1 and 5, or 1 and 7, depending on the scale chosen. Users’ opinions are very subjective, and depend on individual circumstances at the time of the survey. An important factor is the expectation of the users. If they have not had experience of high quality services they may be satisfied with lower quality, which is one reason why it is difficult to compare one library with another. 34


B.3 EFFICIENCY B.3.1 Collection B.3.1.1 Cost per Loan B.3.1.1.1 Definition Total recurrent expenditure in a full financial year divided by the total number of loans in the same period. The total recurrent expenditure is the sum of expenditures for: a) Acquisitions (including binding, licenses, and pay-per-view costs); b) Staff (including project staff, student assistants, etc.); c) all other purposes: operations and maintenance of computers and network, software licenses and telecommunication, rent and maintenance of premises, utility costs (heat, electricity, water, sewage), repair or replacement of existing furnishings and equipment, and other costs like cataloguing records, copying, postage, promotion of services, stationery, insurance, transport and communications, consulting, etc. Capital expenditure (on acquisition of, or addition to, building sites, new buildings and extensions, on computer systems, furniture and equipment) is excluded. When used for international comparisons, value-added taxes, sales and service taxes and other local taxes are not included in recurrent expenditure. B.3.1.1.2 Method ICPL = A/B A = total recurrent expenditure for one financial year, expressed in the relevant currency B = total number of loans in the same period B.3.1.1.3 Standard Operating Procedure Steps: 1. Determine the total amount of recurrent expenditure of the library. 2. Determine the total number of loans. 35


Example: RM23,307,493 / 250,647 = RM93 / loan B.3.1.1.4 Interpretation The performance indicator is a real number with no upper limit. The normal range will depend on the type of library and the currency used. B.3.1.2 Cost per Database Session B.3.1.2.1 Definition The cost of each database divided by the number of sessions during a specified period. The cost of a database is the acquisitions, subscription or licensing costs paid by the library. Pay-per-view costs paid by the library are included; pay-per-view costs paid by the users are not included in this definition. This performance indicator applies only to priced databases. B.3.1.2.2 Method For each database, the costs during a specified period (usually a full financial year) are divided by the number of sessions during that period. If the time periods between costs and sessions measured differ, they should be normalized. For multiple databases comprised of several individual databases, further information should be provided as to the separate databases. Sessions by library staff and for user training should be included in the number of sessions. Electronic versions of titles acquired in a package with the print versions should be excluded if cost per use cannot be clearly separated. The costs of databases acquired by bulk purchase should be allocated pro rata. The Cost per Database Session, ICDS, is

ICDS = A/B where A is the cost of each database for a specified period; B is the number of sessions on each database during the same period. 36


Round off ICDS in the manner customary with the currency used. B.3.1.2.3 Standard Operating Procedure Steps: 1. Access admin page of each title. 2. Download usage statistics. 3. Extract “Session” data from the usage statistics. 4. Get database cost. 5. Calculate according to the given formula. Example: Select a most expensive online database titles with “Session” data in usage statistics. Title ScienceDirect

Price 1,571,213.52

(ICDS) Cost per Database Session for Science Direct in 2011 (A) RM 1,571,213.52 / (B) 306,350 = RM 5.12 B.3.1.2.4 Interpretation A lower value indicates cost efficiency for the database. B.3.1.3 Cost per Content Unit Downloaded B.3.1.3.1 Definition The costs of each electronic resource divided by the number of content units downloaded in part or in whole from that electronic resource during a specified period. The cost of an electronic resource is the acquisitions, subscription or licensing cost paid by the library for that resource. “Pay per download” costs are not included in this definition as the costs per download are evident.

37


For the purpose of this performance indicator, an entry in an electronic resource or database is a downloadable information entity consisting of one or more data files, the essential information usually being full text. Downloading is achieved by requesting a content unit from a server, usually by means of a web browser. B.3.1.3.2 Method For each electronic resource, the cost during a specific period (usually a full financial year) is divided by the number of downloads during that period. If the time periods between costs and sessions measured differ, they should be normalized. Downloading or viewing by library staff and in user training should be included in the number of downloads. Electronic versions of content units acquired in a package with print versions should be excluded if costs per use cannot be clearly separated. The costs of resources acquired by bulk purchase should be allocated pro rata. The

Cost

per

Content

Unit

Downloaded,

ICCUD,

is

ICCUD

=

A/B

where

A is costs of each electronic resource for a specified period; B is number of content units downloaded from each electronic resource during the same period. Round off ICCUD in the manner customary with the currency used. B.3.1.3.3 Standard Operating Procedure Steps: 1. Access admin page of each title. 2. Download usage statistics. 3. Extracting data from the usage statistics as follows: i.

Total pdf downloaded and viewed

ii.

Total html downloaded and viewed

4. Obtain the database cost. 5. Calculate according to the given formula.

38


Example: Select a database with “Download� function Title ScienceDirect

Price (RM) 1,571,213.52

(ICCUD) Cost per Content Unit Downloaded for Science Direct in 2011 = (A) RM 1,571,213.52 / (B) 2,273,496 = RM 0.69 B.3.1.3.4 Interpretation Lower value indicates cost efficiency for electronic resources B.3.1.4 Cost per Library Visit B.3.1.4.1 Definition The total recurrent expenditure of the library in a full financial year divided by the number of visits (including virtual visits) to the library. The total recurrent expenditure is the sum of expenditures for a) Acquisitions (including binding, licenses, and pay-per-view costs), b) Staff (including project staff, student assistants, etc.), c) all other purposes: operations and maintenance of computers and network, software licenses and telecommunication, rent and maintenance of premises, utility costs (heat, electricity, water, sewage), repair or replacement of existing furnishings and equipment, and other costs like cataloguing records, copying, postage, promotion of services, stationery, insurance, transport and communications, consulting, etc. Capital expenditure (on acquisition of, or addition to, building sites, new buildings and extensions, on computer systems, furniture and equipment) is excluded.

39


For the purpose of this performance indicator, a visit is a person (individual) entering or leaving the library premises (only count one entry or exit, not both). A virtual visit is a user’s request on the library website from outside the library premises, regardless of the number of pages or elements viewed. B.3.1.4.2 Method /CLV1 = A/ (B + C) A = total recurrent expenditure of the library in a full financial year, expressed in the relevant currencies. B = total number of physical library visits in a full year C = total number of virtual visits in a year B.3.1.4.3 Standard Operating Procedure Steps: 1. Obtain total recurrent expenditure of library in full financial year. 2. Count the total number of physical library visits and virtual visits in a full year. Example: /CLV1 = A/ (B=C) = RM23,307,493/ (1,392,447 + 4,750,084) =RM 4.91/visit B.3.1.4.4 Interpretation Interpretation of the results is dependent on local factors such service contracts. B.3.2 Access B.3.2.1 Median Time of Document Acquisition B.3.2.1.1 Definition Median number of days between the date of ordering a document and the date it arrives at the library. 40


B.3.2.1.2 Method Rank the days elapsed between ordering and receipting activities for each title. MTDA = Days that is in the middle of the ranking list. If the titles are even, use: MTDA = (A + B)/2 A & B = Two values in the middle of the ranking list B.3.2.1.3 Standard Operating Procedures Steps 1. Obtain list of all received item (monthly) 2. Calculate the number of days between ordering and receipting activities 3. Rank the items according to the number of days elapsed 4.

Follow the method to obtain the MTDA

Example: Table 4 : Percentage of Information Request Submitted Electronically Period

Vendor

Order Date

PO No.

Delivery Date

Syarikat ABC Sdn.Bhd.

08/02/2011

PO-6363

20/04/2011

71

Syarikat ABC Sdn.Bhd.

08/02/2011

PO-6369

20/04/2011

71

Syarikat ABC Sdn.Bhd.

15/02/2011

PO-6403

20/04/2011

64

Syarikat ABC Sdn.Bhd.

08/03/2011

PO-7003

20/04/2011

40

Syarikat ABC Sdn.Bhd.

18/03/2011

PO-7100

20/04/2011

33

Syarikat ABC Sdn.Bhd.

19/03/2011

PO-8363

20/04/2011

32

Syarikat ABC Sdn.Bhd.

20/03/2011

PO-9000

20/04/2011

31

Syarikat ABC Sdn.Bhd.

22/03/2011

PO-1013

20/04/2011

29

Syarikat ABC Sdn.Bhd.

26/03/2011

PO-1200

20/04/2011

25

Syarikat ABC Sdn.Bhd.

28/03/2011

PO-1567

20/04/2011

23

A&B

(Days)

=71,71,64,40,33,32,31,29,25,23

Median =23,25, 29,31,32,33,40,64,71,71 41


MTDA = (A + B)/2 = (32 + 33)/2 =32.5 days =33 days B.3.2.1.4 Interpretation A short retrieval time is considered good. B.3.2.2 Median Time of Document Processing B.3.2.2.1 Definition Median number of days between the day a document arrives at the library (Acquisition Department) and the day it is available for the user. B.3.2.2.2 Method MTDP1 = (A+B)/2 A = value in the middle of the ranking list B= value in the middle of the ranking list B.3.2.2.3 Standard Operating Procedure Data collected on complete processed documents in a specific period. The different type of materials is analyzed separately. For example, UTM library only focused on monograph materials such as purchased books and theses (Undergraduate and Postgraduate). The period used for measurement is fixed by the user, for example: one month. Steps: Acquisition Unit / Special Collection Unit 1. Received materials from vendors or faculties. 2. Place the form along with received date inside the materials (Refer Appendix 7). 3. Distinguish form with colour according to unit.

42


Cataloguing Division (Cataloguing Process) 1. Record received date upon receiving. 2. Keep a log for each process (printed or computerized form). For example: -

Cataloging process and data input

-

Call number labeling

-

Checking

-

RFID tagging

-

Transferring materials to other units, departments and branches.

Circulation Unit 1. Record received date upon receiving the materials. 2. Compile and return the completed forms. Cataloguing Division 1. Process and analyse the data according to type of materials [purchased books and theses (Undergraduate and Postgraduate)]. Method of Analysing 1. Collect data from completed form of each title. Incomplete processed documents will not be taken into calculation. 2. Calculate the number of days between arrival and availability from receiving to the shelves. 3. Rank the titles according to the number of days elapsed (ascending order). Refer Appendix 8. 4. The median time of document processing is the number of days that is in the middle of the ranking list (MTDP1). Refer to Methods column. 5. Special processing procedures for different documents [e.g. purchased books and theses (Undergraduate and Postgraduate)] should be analysed separately. The median time of each stage of processing can be calculated in a similar way. 6. For analysing purposes, 10 samples will be taken from each type of materials. 43


Example: Figure represents number of days 8, 9, 10, 10, 10, 11, 11, 12, 13, 13 MTDP1 = (10 + 11) / 2 = (21) / 2 = 11 days B.3.2.2.4 Interpretation The performance indicator is an integer with no upper limit. B.3.3 Staff B.3.3.1 User Services Staff as a Percentage of Total Staff B.3.3.1.1 Definition The number of full-time-equivalent staff directly serving users expressed as a percentage of the number of full-time-equivalent staff of the library. User Services include the following functions: lending, reference, interlibrary lending, user education, photocopying, shelving and retrieving items. B.3.3.1.2 Method /USSPTS = (A/B) x 100, where A = number of full-time equivalent employees assigned to user services and B = total number of full-time equivalent employees (FTE). B.3.3.1.3 Standard Operating Procedure Steps: 1. Obtain the number of full time employees in the organisation (including contract staff) under user services. FTE is determined by the period of service in an organization (one full year). 2. Obtain the number of full time total employees in the organisation (including contract staff). FTE is determined by the period of service in an organization (one full year). 3. Divide the number obtained from step (1) with the number obtained from step (2) and multiply by 100; 44


4. The result indicates the recommended allocation of staff assigned to user services. Example: A = 100, B = 193 /USSPTS = (100/193) x 100 = 52%. It means that from the total FTE, 52% of them are involved in service operation. B.3.3.1.4 Interpretation To determine how many staff involved in service operation. B.3.3.2 Correct Answer Fill Rate B.3.3.2.1 Definition The number of enquiries answered correctly divided by the total number of enquiries handled. B.3.3.2.2 Method The Correct Answer Fill Rate, ICAFR, is

ICAFR = (A/B) Ă— 100 Where

A is the number of enquiries answered correctly; B is the total number of enquiries handled. Round off ICAFR to the nearest integer. B.3.3.2.3 Standard Operating Procedure Steps: 1. Design a simple questionnaire which should completed immediately by user at the end of a reference enquiry session. 2. Include questions on the total numbers of enquiries submitted by the user during reference enquiry session and numbers of correct answers provided. 3. Submit the surveys at relevant points after completing the enquiry. Example: Number of enquiries answered correctly = 25 Total number of enquiries handled = 30 45


Calculation: (25/30) x 100 = 83% Please refer Appendix 8 B.3.3.2.4 Interpretation The performance indicator is an integer in the range of 0 to 100. The results may be influenced by, for example, the choice of questions, the Staff’s communication skills and the quality, and the variety and accessibility of reference works and databases. B.3.3.3 Ratio of Acquisition Expenditures to Staff Costs B.3.3.3.1 Definition The acquisition costs (including binding, licenses and pay-per-view) are divided by the expenditure on regular staff (staff in the position chart). B.3.3.3.2 Method /RAESC = A/B, where A = is the expenditure on literature and information and B = is the staff costs. B.3.3.3.3 Standard Operating Procedure Steps: 1. Determine the total expenditure for books and journals (both printed and electronic) for a specific period. 2. Determine the total numbers of staff under acquisition process including support staff. Calculate and total up their salary. 3. Divide the number obtained from step (1) with the number obtained from step (2). 4. The results indicate the recommended number with no upper limit. Higher number is considered as good and determines the efficiency of the acquisition process. Example: A = 16,000,000, B = RM30, 000 /RAESC = 16,000,000/30,000 = 533. 46


Means the higher the score the better. Low (below 100), good (below 300) and best (above 500). B.3.3.3.4 Interpretation A higher score is usually considered as good. It will inform the library whether its processes are organized efficiently in order to invest a relevant part of its income in the collection. B.3.3.4 Employee Productivity in Media Processing B.3.3.4.1 Definition To measure employee productivity in media processing. The number of acquired media is divided by the number of employees (FTE) involved in media processing (acquisition and cataloguing, no retrospective cataloguing). B.3.3.4.2 Methods /EPMP = A/B, where A = is the number of media acquired in a certain period and B = is the FTE of staff involved in media processing. B.3.3.4.3 Standard Operating Procedure Steps: 1. Calculate the number of print and electronic documents acquired within a specific period. 2. Obtain the number of full time employees in the organisation (including contract staff) under acquisition and cataloguing media material. FTE is determined by the period of service in an organization (one full year). 3. Divide the number obtained from step (1) with the number obtained from step (2). 4. The result indicates the recommended number of media material processed per staff in a specific period. The higher number of media processed by a lower number of staff is considered effective. Example: A = 259816,

B = 44

/EPMP = 259816 / 44 = 5904 (25 per day) 47


It means that per staff processed 5904 media material on the stated period. B.3.3.4.4 Interpretation A higher score will usually be considered as good. B.3.4 General B.3.4.1 Cost per User B.3.4.1.1 Definition The total recurrent of operating expenditure of the library in a full financial year divided by the number of users. The total recurrent expenditure is the sum of expenditures for a) Acquisitions (including binding, licenses, and pay-per-view costs) b) Staff (including project staff, student assistants, etc.) c) All other purposes: operations and maintenance of computers and network, software licenses and telecommunication, rent and maintenance of premises, utility costs (heat, electricity, water, sewage), repair or replacement of existing furnishings and equipment, and other costs like cataloguing records, copying, postage, promotion of services, stationery, insurance, transport and communications, consulting etc. A user is, for the purpose of this performance indicator, a person who has visited the library of used the services of the library in other ways during the last year. For libraries in which loans are the principal activity, the number of users with registered loans may be used as an estimate of the number of users in the target population. A user may be an individual or a corporate body (an organization, institution or company) for the purpose of this performance indicator. B.3.4.1.2 Methods The Cost per User, / CPU2, is

I CPU2 = a/b Where 48


A

is the total recurrent expenditure of the library in a full financial year, expressed in the relevant currency.

B

is the number of users with registered loans within the last year.

B.3.4.1.3 Standard Operating Procedure Steps: 1. Obtain the total financial allocation given was expended last fiscal year from the University Financial System.

Example: The total financial allocation was expended

during the year 2011 valued at RM 24,620,000.00. 2. Obtain the total number who applied for loans in the year from the Library Management System. For example: 12,647 loan applicants in 2011. Example: A

is the total recurrent expenditure of the library in 2011 (RM24,620,000.00)

B

is the number of users with registered loans in 2011 (15,178) (RM24,620,000/15,178) = RM1622 per user

B.3.4.1.4 Interpretation The performance indicator could be used for evaluating: 1. the cost effectiveness of a library in different periods; 2. the cost effectiveness of a library in a local community in comparison with other services; 3. the cost effectiveness of a library compared with other libraries of the same type. B.4 POTENTIALS & DEVELOPMENT B.4.1 Collection

49


B.4.1.1 Percentage of Expenditure on Information Provision Spent on the Electronic Collection B.4.1.1.1 Definition The percentage of the library’s total expenditure on information provision spent on the electronic collection. B.4.1.1.2 Method PEIPSEC = (A/B) x 100 A = is the expenditure on the electronic collection (only) B = is the total expenditure B.4.1.1.3 Standard Operating Procedures Steps : Refer methods Example A = 12,000,000.00 B = 16,000,000.00 PEIPSEC =12,000,000.00 / 16,000,000.00 x 100 = 75% B.4.1.1.4 Interpretation The performance indicator shall be judged against the mission and objectives of the library. Higher percentage shows good performance because it shows that the library is committed to building an electronic collection. B.4.2 Staff B.4.2.1 Percentage of Library Staff Providing Electronic Services B.4.2.1.1 Definition Number of library staff (FTE) planning, maintaining, providing and developing IT services and technically, developing and improving the library’s electronic services, divided by the total number of library staff (FTE). In the sense of this performance indicator, providing electronic services means maintaining and developing the automated library system, the library’s web 50


server(s), a depository for electronic publications, the electronic reference system and all other software applications provided for users, and staff taking care of computer hardware (servers, computers,

printers

and

scanners).

Staff

in

information

and

help

services,

in

acquisition/processing of electronic resources, in digitization of material for the electronic collection, in user training dealing with electronic library services and in content-related work on the library’s internet services is excluded. B.4.2.1.2 Method /PLSPDELS = (A/B) x 100, where A = is number of library staff (FTE) providing, maintaining and developing IT and/or web-based services and B = is total library staff (FTE). B.4.2.1.3 Standard Operating Procedure Steps: 1. Obtain the number of full time employees in the organisation (including contract staff) assigned to automation or IT operation. FTE is determined by the period of service in an organization (one full year). 2. Obtain the number of full time employees in the organisation (including contract staff). FTE is determined by the period of service in an organization (one full year). 3. Divide the number obtained from step (1) with the number obtained from step (2) and multiply by 100; 4. The result indicates the recommended allocation of staff assigned to automation and IT operation. Automation operated by lower number of staff is considered as good. Example: A = 34, B = 193 /PLSPDELS = (34/193) x 100 = 17.6% The higher the number means, the library focus more on development of automation and IT. B.4.2.1.4 Interpretation The score indicates the priority the library gives to provide and develop its IT and web-based services. 51


B.4.2.2 Number of Attendance Hours at Formal Training Lessons per Staff Member B.4.2.2.1 Definition The number of attendance hours of staff members at formal training lessons divided by the total number of library staff (number of persons, not FTE). Training is organized in pre-planned lessons which can be held in-house or externally and hosted by library staff or external experts. The performance indicator also assesses the number of attendances at training lessons. B.4.2.2.2 Method /NAHFTLSM = (A/B) x 100, where A = no. of attendance hours at formal training lessons during a specified time period and B = total no. of staff members B.4.2.2.3 Standard Operating Procedure Steps: 1. Identify the number of hours of training programme/lesson attended by each staff. Human Capital Manager should design a database indicating each staff attendance of training programme state programme name, date, hours obtained and venue, perform done through a specific system for instance Microsoft Excel. 2. Obtain the number of library staff (not FTE); 3. Divide the number obtained from step (1) with the number obtained from step (2) and multiply by 100; 4. The result indicates the recommended allocation of trainings per staff. More training allocated per staff is considered good. Example: A = 10,000, B = 193 /NAHFTLSM = (10,000/193) x 100 = 5181 hours for overall staff (27 hours per staff) B.4.2.2.4 Interpretation Higher number indicates higher qualification to attend training. Lower number may indicate the need to promote staff training. A high number of attendances at formal training lessons may, however, involve the same staff. 52


B.4.3 General B.4.3.1 Percentage of Library Means Received by Special Grant or Income Generated B.4.3.1.1 Definition The percentage of library means received by special grants or income generated. The overall library means include means for capital expenditure. The means received by special grants or income generated include those means for capital expenditure that were not paid by the funding bodies. B.4.3.1.2 Method

IPLMRSGIG = (A/B) Ă— 100 Where A is the library means received by special grants and income generated;

B is the overall means of the library. B.4.3.1.3 Standard Operating Procedure Steps 1. Determine the total means of the library (including capital expenditure and one-time funds receive from the institution, excluding external funding and income-generated by the library) in the reporting year. 2. Determine the total means of the institution (excluding third-party funds and rests of the previous year) for the same period. 3. Calculate the library means as percentage of the institutional means. *The percentage differs between types of libraries and between methods of calculation (budget or expenditure) Example: A

is the library means received by special grants and income generated - (PSZ 2011 – RU + conference, etc) (RM1, 000,000.00 + 80,000.00 + 9,600.00 +102,000.00)

B

is the overall means of the library - (UTM 2011) (1,000,000.00 + 80,000.00 + 9,600.00 +102,000.00) x 100 = RM1, 191,600.00 53


B.4.3.1.4 Interpretation A higher percentage is usually considered as good, as it indicates the achievement of the library is successful in obtaining additional means through its own initiatives. The percentage differs between types of libraries and between methods of calculation (budget or expenditure). B.4.3.2 Percentage of Institutional Means Allocated to the Library B.4.3.2.1 Definition The percentage of institutional means (excluding third-party funds) allocated to the library. The institutional means, in the sense of this performance indicator, include the whole budget of the institution of one year, but without third-party funds and without remainder of the previous year. The means of the library, in the sense of this performance indicator, are comprised of all funds received from the institution, including acquisition, material, and staff cost, capital expenditure, and one-time funds. Third-party funds special grants, and income generated by the library are excluded. Special grants are grants of an non-recurrent nature to fund (or party fund) major projects. B.4.3.2.2 Method The Percentage of Institutional Means Allocated to the Library, I PIMAL, is

I PIMAL = (A/B) x 100 Where A

is the library means

B

is the institutional means

B.4.3.2.3 Standard Operating Procedure Steps: 1. Obtain financial allocations (in the form of policies) from UTM Bursary: - Existing Policy - One-Off Policy 54


- New Policy 2. Make recommendations based on the performance of the distribution of prior year expenditure for the Existing Policy. 3. Present and discuss the proposed allocation with the Chief Librarian. Expenses should be based on priority needs. 4. Approve the proposed allocation and adjust the budget distribution according to determined activities. 5. Submit the proposed allocation to UTM Bursary. 6. Obtain actual budget for the fiscal year for library and total budget of UTM from UTM Bursary. Example: A

is the library means - (PSZ 2011)

B

is the institutional means - (UTM 2011) (24,620,000/512,400,000) x 100 = 4.8% (library portion)

B.4.3.2.4 Interpretation A higher score is usually considered as good as it indicates the funding institution acknowledges the library’s value for the institution. Strong financial aids will allow the library to better serve its users.

55


Appendix 1

Sampling of a library Shelf-list whether it is shelved correctly SHELVING ACCURACY :

NO.RAK : _79 (ARAS 4)_ A

Bil.

Barkod

No.panggilan

KELAS NO : NA3000 H63 1977 f - NA6214 .A8 P43 1975 f____

Ada di rak

B

Tiada di rak

C

Telah dipinjam

9.00 pagi A B C

11.00 pagi A B C

TARIKH : 4/5/2011 2.00 ptg 4.00 ptg 6.00 ptg A B C A B C A B C

8.00 mlm A B

1

30000000386338 NA3000 H63 1977 f c.1

1

1

1

1

1

1

2

30000000431001 NA3000 H63 1977 f c.2

1

1

1

1

1

1

3

30000001781693 NA3010 H22 1964 f

1

1

1

1

1

1

4

30000000125462 NA3020 B43 f

1

1

1

1

1

1

5

30000000430961 NA3020 B43 f c.2

1

1

1

1

1

1

6

30000001813108 NA3020 B43 f c.3

1

1

1

1

1

1

7

30000010030319 NA3020 W56 1971 f c.1

1

1

1

1

1

1

8

30000001009863 NA3020 W56 1971 f c.2

1

1

1

1

1

1

9

30000001783350 NA3050 L97 1972 f c.1

1

1

1

1

1

1

10

30000010203312 NA3060 C48 2008 f c.1

1

1

1

1

11

30000004377945 NA3060 H32 2003 f c.1

1

1

1

1

1

1

12

30000004734228 NA3060 S724 2004 f c.1

1

1

1

1

1

1

13

30000000147813 NA3060 M36 1982 f c.1

1

1

1

1

1

1

14

30000001245855 NA3320 C64 1981 f c.1

1

1

1

1

1

1

15

30000003203084 NA3320 E92 1977 f c.1

1

1

1

1

1

1

16

30000004454124 NA3485 A77 1999 f c.1

1

1

1

1

1

1

17

30000003007626 NA3485 B76 1982 f c.1

1

1

1

1

1

1

18

30000000733364 NA3485 B76 1982 f c.3

1

1

1

1

1

1

1

1


Appendix 2


Appendix 3a

ISO 11620: 2008 (APRIL 2012) B.1.2.3 (Speed of Interlibrary Loan) B.1.2.4 (Percentage of successful Interlibrary Loan)

Bil.

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Tarikh Tarikh permohonan bahan permohonan diterima bahan diproses 16-04-2012 16-04-2012 16-04-2012 16-04-2012 16-04-2012 16-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 18-04-2012 18-04-2012 19-04-2012

16-04-2012 16-04-2012 16-04-2012 16-04-2012 16-04-2012 16-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 17-04-2012 18-04-2012 18-04-2012 18-04-2012 18-04-2012 19-04-2012 19-04-2012

Jenis Bahan (Buku)

Jenis Bahan (Artikel) 1 1 1 1 1 1 1 1 1 1 1 1 1 1

1 1 1 1 1 1

Masa yang diambil Tempoh bahan untuk proses (minit) diproses (hari) 10 15 15 20 10 15 15 10 10 10 15 15 15 15 30 20 20 10 30 10

1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 1 2 1

Tarikh bahan dibekalkan ke Institusi Pemohon

Tempoh bahan dibekalkan (hari)

16-04-2012 TDK TDK TDK TDK TDK TDK 17-04-2012 17-04-2012 17-04-2012 TDK TDK TDK TDK 19-04-2012 18-04-2012 18-04-2012 18-04-2012 20-04-2012 19-04-2012

1 0 0 0 0 0 0 1 1 1 0 0 0 0 2 1 1 1 2 1


21 22 23 24 25 26 27 28 29 30 31 32

19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 20-04-2012

19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 23-04-2012

1 1 1 1 1 1 1 1 1 1 1

15 5 10 15 5 10 15 15 5 10 15 20

1 1 1 1 1 1 1 1 1 1 1 4

27

450

39

1 5

Bahan tidak dibekalkan (Tiada dalam Koleksi) *Data permohonan bahan dari 16-04-2012 sehingga 20-04-2012

TDK 19-04-2012 19-04-2012 19-04-2012 19-04-2012 19-04-2012 TDK TDK 19-04-2012 19-04-2012 TDK 23-04-2012

0 1 1 1 1 1 0 0 1 1 0 1


Appendix 3b

ISO 11620: 2008 (APRIL 2012)

B.1.2.3 (Speed of Interlibrary Loan) SIL = A/ B A= Total number of hours to complete a specified number of interlibrary loans or document delivery requests. B= Number of interlibrary loans plus document delivery request included in A

SIL (Articles) = 5.5 (330minit) / 32 = 0.17

B.1.2.4 (Percentage of successful Interlibrary Loan)

SIL = A/ B x 100 A= Number of successful interlibrary loans and document delivery transaction. B= Total of all interlibrary loans plus document delivery.

SIL = 18/ 32 x 100 = 56%


Appendix 4 PERPUSTAKAAN SULTANAH ZANARIAH CUSTOMER SATISFACTION SURVEY 2/2011 : Q1

PLEASE SPECIFY THE HOURS OTHER THAN PRESENT HOURS YOU WOULD LIKE THE LIBRARY TO BE OPEN BY PLACING AN "O" IN THE APPROPRIATE BOX. THE PRESENT OPEN HOURS ARE ALREADY REPRESENTED BY AN "X" HOURS OPEN COMPARED TO DEMAND : ACADEMIC SEMESTER 8.00 - 22.30 HRS

DAY OF THE WEEK

OPENING HOURS 0 TO 7 7 TO 8 8 TO 9 9 TO 10 10 TO 11 11 TO 12 12 TO 13 13 TO 14 14 TO 15 15 TO 16 16 TO 17 17 TO 18 18 TO 19 19 TO 20 20 TO 21 21 TO 22 22 TO 23 23 TO 24

MON TUE WED THU

FRI

SAT SUN

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

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X

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X

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X

X

X

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X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

Undergraduate Postgraduate Staff Others

HOURS OPEN COMPARED TO DEMAND : DURING EXAMINATION 8.00 - 22.30 HRS (2 WEEKS BEFORE) PUBLIC

OPENING

HOLIDAY

HOURS 0 TO 7 7 TO 8 8 TO 9 9 TO 10 10 TO 11 11 TO 12 12 TO 13 13 TO 14 14 TO 15 15 TO 16 16 TO 17 17 TO 18 18 TO 19 19 TO 20 20 TO 21 21 TO 22 22 TO 23 23 TO 24

DAY OF THE WEEK MON TUE WED THU

FRI

SAT SUN

HOURS OPEN COMPARED TO DEMAND : DURING SEMESTER BREAK 8.00 - 18.00 MON - FRI 8:00 - 17.00 SAT - SUN PUBLIC

OPENING

HOLIDAY

HOURS

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

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X

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X

X

X

X

X

X

X

X

X

X

X

OBJECTIVE : TO ASSESS TO WHAT DEGREE THE OPEN HOURS OF THE LIBRARY CORRESPOND TO USERS NEED

0 TO 7 7 TO 8 8 TO 9 9 TO 10 10 TO 11 11 TO 12 12 TO 13 13 TO 14 14 TO 15 15 TO 16 16 TO 17 17 TO 18 18 TO 19 19 TO 20 20 TO 21 21 TO 22 22 TO 23 23 TO 24

DAY OF THE WEEK MON TUE WED THU

FRI

PUBLIC

SAT SUN

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

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X

X

X

X

X

X

X

X

X

X

X

X

X

HOLIDAY


Appendix 5

SAMPLING STOCK NOT USE : B.2.1.3 DATE : CLASS NUMBER M1 TS115 22 SEPTEMBER 2011 M2 HD58 06 OKTOBER 2011 TIME : 9AM-11AM / 11AM-1PM / 2PM-4PM / 4PM-6-PM / 8PM-10PM STAFF : MD SHAH, SAHARUDDIN, MAT JUHARI

NO. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42

CLASS Call Number HD58.7 D33 2001 HD58.7 D36 1981 HD58.7 D39 1981 HD58.7 D39 1981 HD58.7 D39 198 HD58.7 D39 1985 HD58.7 D48 1967 HD58.7 D64 1985 HD58.7 D82 1981 HD58.7 D824 2005 HD58.7 D83 1997 HD58.7 D85 1981 HD58.7 D85 1981 HD58.7 D86 1978 HD58.7 E33 1980 HD58.7 E45 2008 HD58.7 E46 2005 HD58.7 E464 2002 HD58.7 E86 1987 HD58.7.E95 1985 HD58.7 F43 1983 HD58.7 F56 1996 HD58.7 F65 1994 HD58.7 F72 2005 HD58.7 F72 2005 HD58.7 F74 1984 HD58.7 G36 1979 HD58.7 G37 2000 HD58.7 G462 2000 HD58.7 G52 1980 HD58.7 G524 1984 HD58.7 G522 1984 HD58.7 G524 2006 HD58.7 G53 1985 HD58.7 G67 1996 HD58.7 G67 1999 HD58.7 G68 1996 HD58.7 G73 1996 HD58.7 G734 2005 HD58.7 G736 2009 HD58.7 G84 1990 HD58.7 G84 2002

BARCODE 30000010029574 30000000643035 30000000074504 30000000074496 30000000074512 30000001052749 30000000074520 30000000074538 30000000124309 30000010093177 30000004465666 30000000074546 30000000074553 30000001648900 30000000122014 30000010079647 30000004710780 30000010144576 30000000687263 30000000074561 30000000638167 30000003888207 30000003248709 30000010126262 30000010163362 30000000074579 30000000620538 30000004498782 30000004266718 30000001648918 30000000639405 30000000615975 30000004999466 30000000074587 30000004049148 30000004465393 30000003895004 30000003699463 30000003594300 30000010207799 30000000457592 30000010163366

A

M1 B R

A

M2 B R

/

/ / /

/ / /

/

/

/ /

/ / / / / / / / / / / / / / /

/ / / / / / / / / / / / / / / / /

/

B : REFERRED ONLY SHJ = 47

C: TOTAL SAMPEL = 300

(C - A - B ) X 100 C (300 - 21 - 47 ) X 100 300 83.7%

MINGGU 2 : A : ITEM BORROWED = 22 B : ITEM REFERRED ONLY = 60 R: ITEM ON SHELVE = 218 C: TOTAL SAMPEL = 300

/ /

/ / / / / / / / / / / / / /

A : ITEM BORROWED = 21

CALCULATIION : (WEEK ONE)

/ / /

MINGGU 1 :

R: ITEM ON SHELVE = 232

/ / /

/ /

NOTE

/ / / / / / / / / /

CALCULATION : (WEEK TWO)

/ / /

EVERAGE PERCENTAGE :-

/

74.7%

(C - A - B ) X 100 C (300 - 22 - 60 ) X 100 300 72.7%

/ 83.7 % + 72.7 % 2

/


Appendix 6 PERPUSTAKAAN SULTANAH ZANARIAH (PSZ) CUSTOMER SATISFACTION INDEX SURVEY (2011)

Respondent Category: Student : Diploma Degree Masters PhD

Programme:

Full time Part Time

Category:

Local International

Others (Please specify): Academic Staff INSTRUCTION: Please circle the most appropriate/suitable answer according to the scale below: Strongly Disagree Strongly Agree

SD

Disagree

D

Moderately Agree

MA

Agree

A

SA SD

D

MA

A

SA

1.

The Library’s catalogue system (Online Public Access Catalogue/OPAC) is user friendly.

1

2

3

4

5

2.

The users’ seating capacity is adequate.

1

2

3

4

5

3.

The subscribed full-text online database collection is relevant and adequate.

1

2

3

4

5

4.

The books are systematically shelved and traceable.

1

2

3

4

5

5.

The Interlibrary loan (ILL) service is efficient and timely.

1

2

3

4

5

6.

The items requested via Interlibrary loan (ILL) were mostly obtainable.

1

2

3

4

5

1


SD

D

MA

A

SA

7.

The Library services are efficient and timely.

1

2

3

4

5

8.

Any enquiry submitted is provided with feedback.

1

2

3

4

5

9.

The Library Skills Classes conducted were helpful.

1

2

3

4

5

10.

The Library Skills Classes were delivered effectively by the librarians.

1

2

3

4

5

11.

The staffs are professional and available when needed.

1

2

3

4

5

12.

The staffs communicate well with the users.

1

2

3

4

5

13.

Information and signage available are noticeable and adequate.

1

2

3

4

5

14.

The Library’s surrounding is conducive and safe.

1

2

3

4

5

Suggestion/ Comment : ________________________________________________________________________________ ________________________________________________________________________________

~ Thank you ~

2


Appendix 7 UNIT PENGURUSAN TEKNIKAL BAHAGIAN PEMPROSESAN TEKNIKAL SLIP PEMPROSESAN BAHAN

NO. SIRI

1. JENIS BAHAN * Sila tandakan (✔) pada ruang yang berkenaan. 1.1 1.2

1.3

Belian Bahan CIP Buku Jurnal Makalah Relia Mikrofilem Lain-lain :

Koleksi Khas

Jurnal & Media Elektronik Bahan Asal Peta Peta Digital Fotograf udara Lukisan Terukur Lukisan Teknik

Galerium Input Ringkas CD/VCD/DVD Kaset video Fotograf Kaset Kit

Hadiah & Pertukaran Maklumat bahan Tesis PSM Tesis Sarjana Tesis PhD. Laporan Penyelidikan Study/user’s guide

2. PENERIMAAN BAHAN * BIL. 2.1

PROSES KERJA

TERIMA

TARIKH PROSES

SIAP

KOD STAF NAMA RINGKAS

Catat tarikh bahan diterima dari pembekal / fakulti

3. PENGKATALOGAN BAHAN (untuk dilengkapkan oleh Unit Katalog) 3.1

Terima bahan / borang

3.2

Semak bahan / borang

3.3

Input ringkas / naskhah tambahan

3.4

Katalog bahan

3.5

Label bahan

3.10

Penghantaran bahan

4. PENYUSUNAN BAHAN ** 4.1

Susun bahan di rak * Dilengkapkan oleh Unit Perolehan / Unit Koleksi Khas ** Dilengkapkan oleh Unit Sirkulasi / Perpustakaan Cawangan

PmPK(PT) PmP(PT___) PmPK(PT) PmP(PT___) PmP(PT___) PmP(PT___) P(PT ____) PT(P/O))(PT1) PT(P/O))(PT2) PAP(PT1) P(PT ____)

CATATAN


Appendix 8 MTDP 1

: PURCHASED BOOKS

SAMPLE EVEN SCATTERED BY NUMBER OF DAYS FORM 1 13 FORM 2 15 FORM 3 6 FORM 4 10 FORM 5 10 FORM 6 10 FORM 7 11 FORM 8 15 FORM 9 9 FORM 10 11 FORM 11 12 FORM 12 14 FORM 13 17 FORM 14 8 FORM 15 7 FORM 16 7 FORM 17 7 FORM 18 7 FORM 19 10 FORM 20 10 FORM 21 11 FORM 22 14 FORM 23 16 FORM 24 17 FORM 25 15 FORM 26 15 FORM 27 15 FORM 28 12 FORM 29 13 FORM 30 13

ASCENDING ORDERS BY NUMBER OF DAYS FORM 3 6 FORM 15 7 FORM 16 7 FORM 17 7 FORM 18 7 FORM 14 8 FORM 9 9 FORM 4 10 FORM 5 10 FORM 6 10 FORM 19 10 FORM 20 10 FORM 7 11 FORM 10 11 The calculation : FORM 21 11 = 11+12 / 2 FORM 11 12 = 23 / 2 FORM 28 12 = 11.5 FORM 1 13 FORM 29 13 FORM 30 13 FORM 12 14 FORM 22 14 FORM 2 15 FORM 8 15 FORM 25 15 FORM 26 15 FORM 27 15 FORM 23 16 FORM 13 17 FORM 24 17


Appendix 9 FEEDBACK ON CORRECT ANSWER FILL RATE FROM REFERENCE ENQUIRY SESSION Please let us know how we are doing. Evaluate the reference service that you received today.

You are: Please tick (√) Undergraduate (Local)

Postgraduate (Local)

Undergraduate (International)

Postgraduate (International)

Academic Staff

Others

1. Based on your Reference Enquiry session, how many questions did you post to the Reference Librarian?

2. How many questions were answered correctly?

~Thank you~


ACKNOWLEDGEMENT Performance Indicator Committee Kamariah Nor Mohd Desa - Chairman Anuar Talib – Team Leader Noraziah Sharuddin – Team Leader

Members Nor Asikin Mohamad Haslinda Sabari Noraini Yahya Siti Nisrin Mohd Anis Noor Effendy Hamzah Marlina Kasiman Junaidah Isnain Mat Isa Md Sahat Rodzuan Mohd Yusoff Mohamed Nordin Mohd Nor Baharuddin Seman Badariah Borham Nabilah Jamil Zaleha Atan Mohd Nasir Ibrahim Norazila Safri Yusrul Hisham Mohd Yusof Zafarina Dol Nurrul Huda Abdul Wahid Muzaimah Mohd Yunus Syahranah Ahmad Raqi Nazrinda A.Samah Salina Shamshuri Dzulhelmi Mohd Razali Mohd Alias Tohiran


iso