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AbstractRecent global advances in communications infrastruc-ture, digital media, network services, and electroniccommerce present transformational opportunities andfundamental challenges for libraries. Developments inthese areas appear to offer opportunities for increasingand enhancing library service offerings, reducing costs,and for improving organizational performance. But thetransformation to an integrated digital future is alsogenerating uncertainty for libraries. New electronicservices challenge libraries to differentiate transientdevelopments from those with lasting impact.The abil-ity to discern these transformational changes and torespond to changing requirements depends, in largepart, on the concepts, tools, and structures needed formeasuring these changes over time. Library statisticsand measurements provide a framework for planningand tracking change.

Over the past several decades,American librarieshave developed and refined procedures for reportingdescriptive statistics collected by census and survey atthe state and national levels.These efforts includedevelopment of common data elements with standarddefinitions and uniform data collection/reporting pro-cedures required to assure reliable and comparabledata. In conjunction with these developments, librarymanagers are increasingly called on to demonstrateorganizational performance through standard measure-ment techniques. Development of standard definitionsand terms, procedures, and measurement methodolo-gies related to library performance requires that librari-ans rethink how to describe and demonstrate value.Performance measurement of libraries requires librari-ans to transform quantitative input and output data col-lection concepts and structures into a qualitative out-come assessment framework.This complex transition iscentral to understanding the rapid pace of librarychange within the commercial realm of Web/networkservices development.

The digital services commercial marketplace isdeveloping standards and procedures for defining,characterizing, and measuring digital media and elec-tronic services.At the same time, libraries are alsoevolving language, definitions, terminology, and meth-ods for characterizing and describing the impact ofnetwork-based services and digital media in perform-ance-based terms, often with reference to customerrelationship management.This effort requires a re-con-

ceptualization of the way libraries define, collect, andapply management information. It requires the devel-opment of a performance measurement perspectivefrom which standard indicators, operational defini-tions, procedures, and methodologies can develop andevolve.As an initial component of this development,standard definitions are required for new terms suchas: electronic resource, digital library collection, com-puter file, database, page view, web site, web resource,web page, web collection, online service session, por-tal, aggregator, gateway, remote login, download, etc.Until standard definitions for these terms are available,refined, and generally adopted, progress in measuringlibrary involvement with digital media and electronicservices within a standard performance measurementcontext will be limited.

Based on recent developments, libraries face oppor-tunities to define and develop new criteria for measur-ing performance through the development of indica-tors related to network services and electronic media.The development of these performance indicatorcriteria requires that libraries focus on metrics andperformance indicators related to the followingcategories:

• Network technology infrastructure: the com-ponent hardware, equipment, software, communi-cation conduit, network resources, and associatedtechnical aspects related to electronic networkmedia and services;

• Information resource content: networked elec-tronic information resources accessible and pre-served locally or remotely, and the means bywhich search, retrieval, and activation is achievedthrough administrative, descriptive, and structuralmetadata and coding;

• Extensiveness: extent of network provided serv-ices as measured by standards such as the numberof Web page accesses, number of remote loginsand sessions, etc.;

• Efficiency: those resources required to provide oraccess networked information services and digitalmedia resources as measured by standards such aspeak-hour connections to servers, bandwidth, etc.

These general categories provide a framework forconsidering the different ways that libraries are devel-oping indicators for measuring performance based on

Electronic services and library performance measurement: A definitional challenge

Peter R. YoungLibrary of Congress, USA

electronic service offerings. It is likely that future workin the development of performance indicators forlibrary implementation of electronic media and net-work services will focus on demonstrating and justify-ing the technology investments required for libraries toprovide these services to patrons. Standard definitionsare needed to provide context for customer perform-ance measurement in an increasingly network librarycontext.The development of basic definitions for termsrelated to these services is intended to facilitateprogress in these areas.

This article is based on a Keynote presentation atthe Fourth Northumbria International Conference onPerformance Measurement in Libraries and InformationServices:“Meaningful Measures for Emerging Realities”.Pittsburgh, PA - 13 August 2001.The views and opin-ions expressed in this paper are those of the authorand do not necessarily reflect the policies or positionsof the Library of Congress or the U.S. federalgovernment.

Introduction

ISSUES AND TRENDS

Electronic service measurement and network statisticsfor libraries are topics of increasing interest as evi-denced by presentations at the Fourth NorthumbriaInternational Conference on PerformanceMeasurement in Libraries and Information Servicesheld 12–16 August 2001 in Pittsburgh, PA.This increas-ing interest in library performance measurement is evi-denced by a series of rapidly changing developmentsand a series of recent international initiatives.Thispaper summarizes the central issues emerging from aninterest in measuring the performance of librariesthrough the application of statistical and other qualita-tive techniques. It frames the quantitative aspects oflibrary statistics, reviews qualitative issues, and itemizesconcerns, challenges, problems, questions, directionsrelated to the development of performance measuresand indicators for libraries. Finally, the paper concludeswith a brief view of the development of customer-cen-tered performance measurement tools.

An assumption underlying these topics is that there isno one “right”correct method for collecting, reporting,and using statistics in developing performance indica-tors for libraries. Rather, it is the intent of this paper toprovide a context and to clarify a direction for evolvingnew approaches to library management needed to assistlibraries in the conduct of business in a networkedenvironment.

A draft glossary of library statistics and performancemeasurement terms is included as an appendix.Thisdraft consists of terms and definitions drawn from multi-ple sources.This draft glossary was developed in con-junction with colleagues engaged in planning for aninvitational National Information Standards Organization

(NISO) Forum on Performance Measures and Statisticsfor Libraries: Issues for Libraries in Measuring theInformation Age which was held 15-16 February 2001 inWashington, DC.The NISO Forum planning group con-sisted of: Pat Harris/NISO, Martha Kyrillidou/ARL, KarenMotylewski/IMLS, Michael Gorrell/Ebsco, DeniseDavis/NCLIS, Barbara Perry/World Bank, Pat Wand/American Univ., and J.D.Waggoner/WVALibraryCommission.

The initial draft glossary was amplified andextended by the inclusion of definitions drawn fromstandard reference sources, including several outsidethe scope of the library statistics and performancemeasurement fields, including those in the areas of dig-ital library standards, metadata framework develop-ment, network services, intellectual property owner-ship, computer science, and descriptive catalogingrules. Inclusion of definitions from multi-disciplinarysources reflects a conviction that electronic servicesand digital media present transformational opportuni-ties for re-framing library missions. From a variety ofperspectives, progress in library statistics and perform-ance measurement requires that the library communityparticipate in multi-disciplinary efforts involved withtransitioning from cataloging to metadata, moving fromtraditional reference to digital reference services, andevolving traditional library research tools such asindexes, bibliographies, guides, and abstracts toWeb portals.

CONTEXT OF CHANGE

The forces of change affecting libraries are the focus ofa recent National Academy of Science study, LC21:ADigital Strategy for the Library of Congress.This land-mark report begins with the following statement:

“No stereotype of libraries as quiet, uneventfulplaces could survive the 1990s.Whatever stabilityand predictability libraries once had as orderedstorehouses of the treasures of the printed wordwere shattered by the digital revolution.Theintellectual function of libraries – to acquire,arrange, and make accessible the creative work ofhumankind – is being transformed by the explosionin the production and dissemination of informationin digital form, especially over global networks.”(Library of Congress, 2000)

Nowhere are the consequences of this digital revo-lution and transformational explosion more succinctlystated than in Clayton Christensen’s The Innovator’sDilemma, which explores why even good corporatemanagers may find their companies losing marketdominance with the adoption of new technology.Christensen outlines the concept of disruptive tech-nologies in the following passage:

“Most new technologies foster improved productperformance. I call these sustaining technologies.

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Some sustaining technologies can be discontinuousor radical in character…. Most technologicaladvances in a given industry are sustaining in char-acter…. Occasionally, however, disruptive technolo-gies emerge…. [These] disruptive technologiesbring to market a very different value proposi-tion…. In the future,“Internet appliances” maybecome disruptive technologies to suppliers ofpersonal computer hardware and software.”(Christensen, 1997)

Just as certain new emergent technologies can dis-rupt a corporation or industry by introducing a newvalue proposition, so the introduction of networkedelectronic services and digital media present chal-lenges for libraries to differentiate transient trendsfrom technology-related developments of lastingimpact.This situation of constant change challengesthe operational stability of information-intensive organ-izations. For libraries, transforming change is equiva-lent to ‘permanent white water’ where:

• Stable and predictable operations no longerappear possible

• Increasingly complex systems produce novelproblems

• Issues become increasingly messy, ambiguous,and ill-structured

• Management encounters constant unplannedsurprises

• Unexpected surprises result in significant costs

• The recurrence of problem issues presentsignificant continuing challenges

The situation reflects a dramatic change in prioritiesand organizational goals that reflects a shift from anindustrial era to a postmodern era.This shift is exem-plified by the following contrasts and trends:

Industrial Era Postmodern EraHierarchical chain of command Self-governing teams/networkswith multiple management levels with few management layers

Competitive advantage Collaborative advantage– Control – Commitment

Managers maintain stability Managers coach and lead– Decisions announced – Performance systems– Bureaucratic rules/policies – Few rules and policies– Power exercised over others – Power shared with others– Information held by a few – Information widely available

Emphasis on repetition Emphasis on problem solvingRisk averse Risk tolerantFocus on short-term gains Focus on long-term gains && interests continuous improvement

LIBRARY STATISTICS

Traditionally, descriptive statistics about libraries repre-sent information about inputs and outputs that cancharacterized by the following:

Consistent Timely Comparable Uniform ReliableRelevant Accurate Useful Standard Reportable

Although descriptive statistics relating to libraryactivities have not always reflected these features,these characteristics have served as standard goals towhich various data collection and reporting programshave aspired over the last several decades. In similarfashion, descriptive library statistics are traditionallycollected and reported for the following four purposesand applications:

1) Managerial and administrative – data used formeasuring economic efficiency, productivity, andchange;

2) Research and analysis – statistics used to performtrend analysis, testing, model formulation, researchand development, and identifying innovation;

3) Policy planning and development – statistical infor-mation and analysis used to plan for improvement,to determine grant allocation and support, tosupport advocacy, to justify legal reforms;

4) Market analysis and planning – data used toanalyze demand, to identify, segment, and developmarkets, for use in determining licensingcontractual terms.

EVOLVING LIBRARY POLICY ISSUES AND CONCERNS

Over the last several decades, digital technology andnetworked systems have been integrated into the coreoperations of libraries.These developments areintended to improve library effectiveness and func-tional productivity. However, digital networks areaffecting library missions and policies, as well as trans-forming specific functional capabilities within libraries.The adoption of digital technologies by libraries hasnot, as yet, generated standard measurement tech-niques that uniformly and systematically chart changesin library accomplishment and operational effective-ness. Facing increased pressure to demonstrate effec-tiveness by measuring performance, however, librarymanagers are looking to information technology as ameans for measurement of institutional effectiveness.This trend responds to the need for libraries to justifyincreased capital investments in technology-related sys-tems and to respond to library patron demand for elec-tronic service increases. Library managers are alsointerested in the development of performance meas-urements of the impact of digital media and networkservices in order to manage these new technologieseffectively.

Increasingly, libraries are offering new servicesbased on digital and network technologies in responseto patron demand.These include patron requests foraccess to electronic media, technology support, train-ing, and for access to network-based services. Patronexpectations for access to digital content and elec-tronic services raise a host of policy issues centeringon remote access to resources not owned by the

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library. Such patron demands are requiring libraries toadjust activities related to collection development,preservation, archiving, and access policies and proce-dures. By offering new value-added services, librariesare required to adopt standards relating to digital iden-tifiers and digital repositories.At a fundamental level,these new services challenge library involvement withcomplex intellectual property and rights managementissues related to content licensing agreement terms.Additionally, patron demand for custom-mediated digi-tal-reference guidance support require libraries toaddress needs for new interpretative tools to performselection, evaluation, analysis, technology, training, andsupport function, as well as for policies related to theintegration of print and digital media services andresources. In a very rapid fashion, issues and policiesthat challenge existing paradigms and procedures haveattracted the attention of library managers and govern-ing officials. In summary, libraries are encounteringtransformational adjustments in facing the challengesof a new digital reality.

This transformational challenge is clarified byreviewing attributes of traditional library catalog andindex functions with the functions of a dynamic WWWportal in the following comparison:

Library Catalog – Index Web PortalSelective Comprehensive/inclusive

Consistent Semantic interoperabilityPredictable Heterogeneous domainsTrustworthy Self-correcting

Credible MultidimensionalFamiliar – Conventional Integrative topology

Linear DistributedHistorically derived Fluid-Evolving-Relational

Syndetic Ontological taxonomicStatic-Fixed-Dependable Incrementally dynamic

Electronic Services and Network TechnologyThe recent rapid adoption, incorporation, and supportof digital media and network services into the libraryenvironment have few precedents.The rate of changewithin libraries reflects similar growth trends in thebroader electronic services industry as projected in thefollowing comparison:

2001 2003 (projected)205 M Internet Users 290 M Internet Users

$43B Net $7.3 Trillion e-commerce (revisedCommerce to $6 Trillion by Gardner Group

March 2001)15 Terabytes online 180 Terabytes online

4.7 M Web Sites 7.1 M Web Sites25 M Domain Names 60 M Domain Names

2.5 B Documents 30 B Documents800 M Web pages 1.2 B Web pages4 B IP Addresses >4 B IP addresses (?)10 B e-mails/day 35 B e-mails/day70 day site life <1 Month site life (?)

44% dead IP links >44% dead IP links (?)

This projected rate of development and rapid pace ofdigital media and network service deployment is back-ground for clarifying the challenge libraries and otherinformation intensive organization face in developingstrategies for managing future challenges.This strategicchallenge involves the adaptation of descriptive statis-tics into relevant standard measures that will reflectthe scope and scale of electronic services within thecontext of institutional performance.

STATISTICAL MEASUREMENT QUESTIONS AND APPROACHES

Difficult questions arise from library adoption of elec-tronic media and digital services.The issues reflect theconceptual basis for library operations.They includethe following:

• Why should libraries measure electronic servicesand networked resources?

• How should libraries measure electronic serviceaccess, media content collections, costs, supportrequirements, and Web usage?

• What standard defines an electronic session?Should libraries count patron “hits”,“clicks”,“downloads”, and “visits”?

• What statistics should a library collect for accessto remote electronic services and digital content?

• Can electronic service measurements facilitatedevelopment of library output measures and per-formance indicators?

• Can electronic services be added to existinglibrary statistical categories or are new measuresneeded?

In addressing the issues arising from these ques-tions, a variety of approaches are possible. Each ofthese traditional distinct approaches to measurementreflects a slightly different approach to electronic serv-ice measurement, as can be seen from the following, itis possible to use:

• Transaction-based measures that measure suchthings as interactive sessions, downloads, hits, ter-minals/patron, domain and host addresses, images,or files by sampling or transaction logs

• Time-based measures that measure such things asavailable service hours, session length/duration,system/server peak levels

• Cost-based measures that measure such things ascost/expenditures for telecommunication band-width, terminal workstation equipment, staff, train-ing, maintenance, site licenses

• Use-based measures that measure such things asuser activities, anticipated demand, simultaneoususers, group use, hits/patron, user satisfaction, localor remote resource usage

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Regardless of the measurement approach selected,however, there is fundamental need to adapt andrethink measurement issues related to library involve-ment with new electronic media and network technol-ogy. In order to address new service measurementissues adequately, libraries require standard terms anddefinitions that can be applied consistently and uni-formly to describe electronic services and resources.The need for carefully devised and developed lan-guage, terminology, and definitions related to theseservices is illustrated in the host of digital library chal-lenges appearing in the traditional library research lit-erature.While the Digital Library Federation hasoffered a clear standard definition of a digital library,the community lacks agreement on definitions detailedthe specific meanings of associated terms and defini-tions for those functions and services offered in thedigital realm.” Digital libraries are organizations thatprovide the resources, including the specialized staff,to select, structure, offer intellectual access to, inter-pret, distribute, preserve the integrity of, and ensurethe persistence over time of collections of digitalworks so that they are readily and economically avail-able for use by a defined community or set of commu-nities.” (CLIR, 1999)

STANDARDS, TERMS, AND DEFINITIONS

Definitional challenges related to standard terminologyfor digital library measurements do not admit of easysolutions.The current state of library technology infra-structure development reflects complex configurationsin which service mix, patron demand/use, and systemimplementation vary widely. These varying conditionsmake it extremely difficult to set standard structuresand definitions.These variances and differences alsomake it difficult to collect comparable data from differ-ent libraries using traditional mechanisms and instru-ments. Libraries recognize the lack of clarity in collect-ing and reporting information related to electronicservices.There is broad agreement about the:

• Lack of common accepted conceptual framework;

• Lack of clear, standard, and unambiguousdefinitions;

• Lack of standard procedures and methods for gath-ering data in the same way under similar condi-tions;

• Lack of integrated set of fully developed networkinfrastructure design principles; and

• Lack of tools that respond to rapid pace of changein networking technologies.

These challenges are also reflected in the difficultiesencountered for development of standards related tomeasurement of electronic resources and services.Therapid pace of change and development in this area

makes it difficult to keep current with rapid and fluiddevelopments in Web services expansion.A lack ofagreement on standard definitions of electronic dataelement service measures, or for a “unit” count pres-ents particularly difficult challenges.When terms suchas “document” or “Web site” do not carry the same defi-nitional foundation and agreement of terms like “title”or “item” in a more traditional library environment,problems arise. In addition, there is need for librariesto work cooperatively with network service vendorsand commercial electronic service suppliers to provideconsistent and reliable transaction usage log informa-tion related to library and patron use.The need for gen-eralized software tools to automatically record mean-ingful standard data regarding usage requires sophisti-cated programming competence that is not readilyavailable within the library community. Extensive col-laboration with aggregators, network service providers,and electronic publishers is critical to progress in thisarea. In general, a complex mix of interests and con-cerns presently cloud agreement about how to pro-ceed in developing standards in this area.Also, with thepace of change and development continuing, it is likelythat standards for network service measures will fol-low an evolutionary and developmental approach. Inany event, these efforts require the careful develop-ment of language, terminology, and definitions appro-priate for the new electronic realm.

CONCEPTUAL MODEL FOR LIBRARY STATISTICS

Drawing on developments in a host of allied areashelps clarify library measurement concepts and termi-nology. Such an approach allows library statistical con-cerns to build on the progress achieved in areasrelated to metadata standards development. One sucharea of development involves preliminary conceptsand definitions emerging from the World Wide WebCoalition (W3C). Definitions from this global industry-research group working on standards include the fol-lowing terms:

Web resource (Uniform Resource Identifier/URIspecification): the manifestation of a retrievablenetwork object characterized by consistentconceptual mapping (e.g., electronic document, image,or service).

User: the principal using a client to interactivelyretrieve and render resources or resourcemanifestations.

User session: a delimited set of user clicks across oneor more Web servers.An episode is a subset of relateduser clicks within a user session.

Web page: a collection of information, consisting ofone or more.

Web resources: intended to be rendered simultaneouslyand identified by a single URI.A page view is a visual

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rendering of a Web page in a specific client environ-ment at a specific point in time.

Web site: a collection of interlinked Web pagesresiding at the same network location.

Similarly, developments in developing standards forthe Open Archival Information System (OAIS) havegenerated preliminary concepts and definitions for thefollowing terms that can be considered in developingstandard terms and definitions for library measurementof digital media and electronic services:

Digital object: an object composed of a set of bitsequences.

Search session: a session initiated by the consumerwith the archive during which the consumer will usethe archive Finding Aids to identify and investigatepotential holdings of interest.

Representation information: information that mapsdata into more meaningful concepts.

Data dissemination session: a delivered set of mediaor a single telecommunications session that providesdata to a consumer.The dds format/contents is basedon a data model identifying logical constructs used andrepresented on each media delivery.

Information package: content and packaging infor-mation used to delimit and identify digital objects.

Finally, another effort at the Library of Congress indeveloping core standard metadata elements forelectronic media offers further preliminary conceptsand definitions that may have application for statisticaland measurement development:

Set: set-level metadata applies to a digital collectionformed from aggregates that group digital items bycontent type.

Aggregate: an aggregate organizes digital objects bydigital type and by digital custodial responsibility.

Primary object: the specific item identified by theonline collection access aid as a coherent whole.

Intermediate object: a view of component of theprimary object. Metadata for an intermediate objectallows the gathering of digital files and metadata forthe creation of presentations.

Terminal object: the digital content file or files thatform the object.

Terminal object metadata provides structural informa-tion about digital attributes (file size, extension,bit-depth, etc.).

Borrowing the definitions for terms such as thesefrom a variety of different areas, the appendix to thispaper offers preliminary language used in the study,

description, and analysis of library involvement withdigital information resources, electronic services, andnetwork applications. Similarly, terminology related toperformance measurement and development of per-formance indicators is included in this draft glossary.Hopefully, this draft will provide motivation and guid-ance in the development of concepts and definitionsfor describing and framing these critical areas oflibrary services.

Applying the terms and definitions to library statis-tics, the following four measures may serve as a reason-able starting-point, despite the fact that each measureidentified may not adhere to strict requirements formeaningfulness, relevance, and comparability:

Interactive Transaction-based Measure – measuretotal annual interactive simultaneous network usersessions as recorded by transaction activity-logs or bysampling techniques

Time-based Measure – measure total annual networkservice hours available from public access worksta-tions providing interactive simultaneous user sessionsas recorded by transaction activity-logs

Cost-based Measure – measure total annualcosts/expenditures required to provide networkservices (including costs of telecommunication/band-width, terminal workstation equipment, staff, training,maintenance, site licenses, etc.)

Use-based Measure – measure total annual aggregatedigital web resource objects/sets delivered from userinitiated search sessions involving archived digitalresources during which users employ Finding Aids toidentify and investigate potential holdings of interest

Library Performance Indicators

LIBRARY PERFORMANCE MEASUREMENT

Indicators of library performance measurement differfrom descriptive statistics related to libraries in empha-sizing the following attributes:

Validity Goals Objective Quality ImpactOutcomes Priorities Accountability Results Oversight

Library performance indicators focus on the evaluationof library performance by measuring effectiveness andorganizational performance, by assessing needs, testing,identifying gaps & high-risk areas, improving accounta-bility, and by establishing benchmarks and baselines.Performance indicators focus on management usingunbiased information to improve decision making, toreduce risks, and to solve problems.The emphasis ofperformance measurement includes drawing compar-isons that are useful to coordinate, prevent duplication,to perform stakeholder consultations, and to focus onoutputs and outcomes. Finally, performance measure-

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ment enables managers to do comparisons, to planstrategy, to formulate budgets, to plan and evaluate program results, and to set goals required to achievesuccess.

While overlapping concerns affect each area, a use-ful comparison of the different emphasis of descriptivestatistics and performance indicators is seen in the following:

Descriptive statistics Performance indicatorsConsistent Valid

Timely ObjectiveComparable Quality

Uniform OutcomesReliable GoalsRelevant PrioritiesAccurate Impact

Useful ResultsStandard Accountability

Reportable Effectiveness

Similarly, the application of library statistics and per-formance measurement for libraries can be contrastedas in the following:

Library Statistics Performance Measures

Management & Administration: Evaluate:

measure economic efficiency, Measure effectiveness, organizational

productivity, change performance, identify baselines, test,

identify gaps & high-risk areas,

improve accountability

Research & analysis: Manage:

trend analysis, testing, model unbiased information, improve

formulation, R&D innovation decisions, reduce risk, solve problems,

assess needs

Policy planning & development: Compare:

improvement, grant support, Coordinate, prevent duplication,

advocacy, legal reform stakeholder consultations, outputs,

outcomes

Market analysis & planning: Plan Strategy:

demand analysis, market formulate budget, plan program

development, license contract results, set goals & assure achievement

terms

Performing this type of comparison as a meta-analysisof these two areas of concentration helps to highlightthe different approaches of statistics and performancemeasurement for libraries.The attributes and method-ologies developed for library statistics collection,reporting, and analysis do not translate directly to per-formance measurement. Rather, comparison of thequestions and perspectives for each area reveal differ-ences in emphasis and approach.

PERFORMANCE QUESTIONS AND APPROACHES

Library performance measurement focus raises the fol-lowing concerns:

• Why define a new framework for describinglibrary performance and criteria for successfulservice?

• How should these new success criteria be developed?

• What performance indicator standards exist at thenational and international levels?

• What performance indicators can berecommended?

• What are the future developments that will affectdevelopment of library performance measurements?

• Are performance-based indicators related to cus-tomer relationship management?

In many ways, development of an evaluative frame-work for measuring success is required in response tothe dynamic, unstable, uncertain, and unpredictablechanges occurring in libraries. Performance measuresare needed to demonstrate value and to respond tochanges in demand brought on by the introduction ofnew services that require the flexibility to createorganic learning organizations that are: self-accountableand self-renewing, that involve continuous learning, andthat are increasingly adopting team management princi-ples. Libraries and researchers are beginning to focuson identifying what measures to collect and report,what indicators to recommend, and on what proce-dures to define, approve, collect, and what dataelements to report. Developing standard terms anddefinitions presents challenges for understanding thevarious categories involved including the following:

Network Technology Infrastructure: the componenthardware, software, communications conduit, networkresources, and associated technological aspects relatedto electronic network media and service offerings

Information Resource Content: networked electronicinformation resources accessible and preserved locallyor remotely, and the means by which search, retrieval,and activation is achieved through administrative,descriptive, and structural metadata and coding

Extensiveness: extent of network provided servicesas measured by standards such as the number ofWeb page accesses, number of remote logins andsessions, etc.

Efficiency: those resources required to provide oraccess networked information services and digitalmedia resources as measured by standards such aspeak-hour connections to servers, bandwidth, etc.

The Equinox (Telematics for Libraries Programme ofthe European Commission) project that is working ondeveloping library performance measurement andquality management system has developed the follow-ing approach to performance Indicators:

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• % target population reached by electronic services

• # electronic library services logins/capita/monthlocal>> remote

• # electronic documents delivered/capita/month

• cost/login/electronic service

• cost/electronic document delivered/electroniclibrary service

• reference enquiries submittedelectronically/month

• library computer workstation use rate# /capita >> hours used/capita/month

• Rejected logins as % of total logins

• Systems availability

• Mean waiting time for access to library computerworkstations

• IT expenditure as % of total library expenditure

In addition, McClure/Bertot IMLS1999 have pro-posed performance measures of capacity, use, andimpact to describe the ability to make use of a net-work resource or deliver an network service.Theseinclude the following:

• Capacity measures:

• Internet workstations/some amount of legalservice population

• Speed of public access Internet workstations

• % annual operating budget for electronicresources

• Use measures describe the utilization of thelibrary

• Electronic reference transactions per referencetransactions

• Virtual visits per month.Virtual visits excludingin library use per month

• Virtual visits as percentage of total visits

• Database sessions per month

• Impact measures describe the effects of libraryuse:

• Training

• Public technology training per month

• Staff training sessions per month

CONCEPTUAL MODEL FOR LIBRARY PERFORMANCE MEASUREMENT

Combining the different perspectives into a concep-tual model of performance measurement categoriesprovides the following comparison which illustratesthe differences between the various approaches:

Transaction-based Measures Network Technology• Measure interactive Infrastructuresessions, downloads, hits, • The hardware, software,terminals/patron, domain and communications conduit,host addresses, images, or files and associated technologyby sampling or transaction logs related to electronic network

media and service offerings

Time-based Measures Information Resource Content• Measure available service • Networked electronichours, session length/duration, information resources system server peak levels accessible and preserved

locally or remotely, and themeans by which search,retrieval, and activation isachieved throughadministrative, descriptive,and structural metadata

Cost-based Measures Extensiveness• Measure cost/expenditures • Extent of network providedfor telecommunication/bandwidth, sercives as measured byterminal workstation equipment, standards (number of Webstaff, training, maintenance, page accesses, number ofsite licenses remote logins and sessions,

etc.)

Use-based Measures Efficiency• Measure user activities, • Resources required to anticipated demand, simultaneous provide or access networkedusers, group use, hits/patron, user information services andsatisfaction, local or remote digital media resources asresource usage measured by standards such

as peak-hour connections toservers, bandwidth, etc.

A conceptual model of library performance measure-ment can be constructed for each category of indicatorin the following manner:

• Transaction-based Indicator – measure total annualinteractive simultaneous network user sessionsas percentage of total annual users

• Time-based Indicator – measure total annual net-work service hours available through publicaccess workstations providing interactive simulta-neous user sessions as recorded by transactionlogs as a percentage of total annual hours open

• Cost-based Indicator – measure total annualoperating costs/expenditures for networkservices (including: library materials, site licensesaccess fees, telecommunication/bandwidth, terminalworkstations, maintenance, staff, training, etc.) as apercentage of total annual operating expenditures

• Use-based Performance Indicator – total annualaggregate digital web resource objects/setsdelivered from user search sessions as apercentage of total annual interactive simultaneousnetwork user sessions as recorded by transactionactivity-logs or sampling

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A growing emphasis on the need to measure libraryperformance, especially in those areas impacted byelectronic services, requires the development of stan-dard definitions, procedures, and instruments.Thetrend forces librarians rethink the forms of data usedto describe and demonstrate what specific valuelibraries provide to individual patrons, customers, andto society at large. Development of a library perform-ance measurement perspective has significant publicpolicy implications for library managers, governing offi-cials, and for citizens.

Digital network services and electronic media offerpromises of unprecedented potential to supplant orsupplement print-based communication modalities.Thedisruption potential of new technology challengelibraries to reframe concepts of organizational per-formance. For academic institutions, technologicalinnovation and changing information economicsthreaten radical changes in knowledge communicationprocesses, access to resources, and the nature of learn-ing. More broadly, rapid growth in interactive globalnetworking promises new opportunities for all typesof libraries, as well as for a full spectrum of knowledgeinstitutions involved with learning, information trans-fer, and the preservation of resources.Together, thesechallenges present opportunities to rethink thelibrary’s role in support of the evolving knowledgeneeds of an increasingly networked global community.

Customer Relationship Management

CUSTOMER PERFORMANCE MANAGEMENT FOR ANETWORKED ENVIRONMENT

In today’s world of e-business management, there isgrowing recognition of the need to measure customersatisfaction through Customer RelationshipManagement (CRM).This rapidly developing areafocuses on developing, improving, and maintainingrelationships with customers. CRM enables a companyto protect against customer infidelity in light of theexpanded range of competitive choices that are avail-able to consumers.This is particularly important forthose companies opening e-commerce channels formeeting customer requirements.The CRM field isexpected to grow to $150 billion annually within thenext decade. (Chartrand, 2001) Driven by the rapidpace of change and innovation within an increasinglycompetitive global e-marketplace, customer prefer-ences and priorities are increasingly determined byloyalty. CRM concentrates on managing, strengthening,and enhancing relationships with customers. Such cus-tomer-focused enterprise program activity requires acomprehensive technological and organizational reori-entation which acknowledges that knowledge of cus-tomer preferences, priorities, and potentials are essen-tial for managing customer relationships through multi-ple channels. Much of the CRM movement is depend-

ent on rapid prototyping and ongoing performancetesting common in Web-networking communities.

Adaptation of CRM techniques and approach to thelibrary environment could shift concentration from amore traditional collection-centered view to a cus-tomer-service perspective reflecting a performancemanagement transition.The increasingly networkedlibrary environment can adapt the CRM tools neededto facilitate, mediate, and integrate customer access toelectronic services and networked resources.Thesecustomer-centered services can form the basis forvalue-added selective dissemination capabilities thatare increasingly common for commercial networkservices like Amazon.com. However, it is particularlyimportant for libraries, as non-commercial serviceproviders offering unbiased network access free ofadvertising, to examine the application of customerrelationship management tools and techniques tothose services provided by publicly supported institu-tions.Adjustments are required to address concernsrelated to patron privacy and confidentiality. But,nevertheless, the potential for libraries to adapt CRMtechniques to amplify and increase the value of non-threatening learning spaces to their communities isgreat.These services are especially important for the“technology-challenged” and disadvantaged patron segments.

In offering patrons training in use of network tech-nologies and guidance services for searching, evaluat-ing, and interpreting multi-format resources, librarieshave the potential for offering customers additionalvalue. Managing relationships with specialized cate-gories of patrons could provide customers with CRM-type services. Similarly important are the evaluationand interpretation services libraries provide patrons,especially since only 16% of Web resources are indexedby any single Web-browser and in light of the fact that83% of sites indexed contain commercial content 6%of Web sites are educational or scientific in nature.With this situation, many commercial search enginesare biased toward popular sites. In some instances, it isonly through library-mediated customer-centered serv-ices that patrons are provided with relevant informa-tion.Application of CRM techniques by libraries couldreposition their services in relation to the needs of thepublic community market segment served by theseinstitutions.

In short, networked and electronic services areextending & enhancing libraries. But providing bothtraditional and digital space for patrons is essential:

• To aggregate, integrate, interpret, and preserveanalog, digital, and digitized content resources

• To support system infrastructure migration,generation, and evolution

• To maintain content and collection conversion,maintenance, and integrity

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• To continue to provide “open” communityinformation resources and services

• Integration of traditional resources and electronicmedia services are essential

• To respond to demand access, value-addedservices, interpretative tools, technology support,and training

• To focus on establishing patron relationships

• To redefine the relationship between libraries,content providers, and “authors”

The historic gifts of power, talent, and energy thatcharacterize librarianship over the last century are evi-dence that libraries will continue to evolve in responseto the challenges of the global digital age.These tradi-tional values offer perspective for librarians to use thepotential of network technologies to build global learn-ing communities and knowledge institutions. Peter R.Lyman writes that:

“Digitized documents may lower the costs of repro-duction and distribution of print journals, and per-haps some first copy costs, but they also create newkinds of value in faster models of access to informa-tion, new techniques for searching, and more cus-tomized content.And in the long run, true digitaldocuments will produce new genres of scholarlydiscourse, new kinds of information markets, andperhaps, new kinds of educational institutions touse them.” (Layman, 1997)

The library of the future is emerging.The missionsand policies of these newly reframed institutions areconsistent with those of the last century; but librariesof the 21st century will also be involved with the evo-lution of new genres and new services.Their develop-ment presents new opportunities to evolve in thedirections that patrons and communities require.Thevalue these postmodern libraries contribute to knowl-edge and learning must be measurable for thesereframed institutions to carry out the evolving historicmission of society’s greatest gift to humanity. Our his-tory of cooperation requires that librarians address thestrategic and global opportunities of the future by con-structing standard language for addressing a culturedominated by the need for measuring institutionalperformance.

ReferencesChartrand, Sabra.‘A method of collecting customer data

reviews questions about patents on business prac-tices.’ New York Times. 30 July 2001: C2.

Christensen, Clayton. (1997) The Innovator’sDilemma:When new technologies cause greatfirms to fail. Boston: Harvard Business School: p. xv.

Council on Library and Information Resources (CLIR).(1999). Digital Library Federation.

Library of Congress. (2000) LC21: A digital strategy forthe Library of Congress. Washington, DC: NationalAcademy Press: p.1.

Lyman, Peter R. (1997) Digital Documents and theFuture of the Academic Community

Appendix 1Draft Glossary of Library Statistics and

Performance Measurement TermsPeter R.Young

Library of CongressPrepared for

Electronic Services and Library PerformanceMeasurement:

A Definitional ChallengeAt the

4th Northumbria International Conference onPerformance Measurement in Libraries and

Information Services

This draft glossary of library statistics and perform-ance measurement terms responds to the need fordevelopment of appropriate standard definitions forterms used in the study, description, and analysis oflibrary involvement with digital informationresources, electronic services, and network applica-tions. Initial work on this draft glossary of terms wasdone for the National Information StandardsOrganization (NISO) Forum on PerformanceMeasures and Statistics for Libraries: Issues forLibraries in Measuring the Information Age whichwas held 15-16 February 2001 in Washington, D.C.

Access: to seek, retrieve, and use information and thesuccessful fulfillment of this act.Access often means toread data from or write data to a mass storage deviceor to a network resource. Sustained access is the objec-tive of continued usability of a digital resource, retain-ing qualities of authenticity, accuracy and functionalitydeemed essential by a custodial entity or designatedcommunity.

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Access aids: Catalogs, finding aids, or indexes thatallow patrons/consumers to discover and retrievearchival information packages of interest.These maytake the form of software, databases, or documents,and may be external to the repository in which thepackage is stored, referring to the package by an identi-fier. Examples include a library catalog (OPAC) andfinding aid documents marked up according to theEncoded Archival Description DTD.

Aggregator: 1) a commercial or non-commercial serv-ice that gathers together electronic informationresources (e.g., in the form of electronic journal titles)into a single assemblage massed together to facilitateaccess; 2) an aggregate organizes digital objects by digi-tal type and by digital custodial responsibility.

Archival information package: From a physical per-spective the AIP consists of three components: meta-data, data, and packaging. Each component consists ofone or more files.The metadata component consists ofXML Schema containing information describing thearchival object.The data component consists of all thedata files (essence bit streams) that comprise thearchival object.The packaging component encapsu-lates the metadata and data components, creating a sin-gle entity or a self-extracting archive that is the AIP.AnAIP contains both data files (essence bit streams) andmetadata. Once transmitted, an AIP may be de-con-structed or otherwise treated to meet the needs ofdata management and the user community. (see Digitalobject)

Authentication: the process of identifying an individ-ual, usually based on a username and password. Insecurity systems, authentication is distinct from author-ization, which is the process of giving individualsaccess to system objects based on their identity.Authentication merely ensures that the individual iswho he or she claims to be but says nothing about theaccess rights of the individual.Authentication verifiesthat a user is who he claims to be or a client computersystem is what it represents itself as. Combined withauthorization to support access management.Authentication is also a mechanism that attempts toestablish the authenticity of digital materials at a partic-ular point in time. For example, creation and verifica-tion of digital signatures to establish that files or bitstreams have not been modified.

Author: the individual, organization, or other entitychiefly responsible for creation of the intellectual orartistic content of a work or other expression.

Authorization: the process of granting or denyingaccess to a network resource.The first step in securityassurance is authentication to ensure a user is who heor she claims to be and the second stage is authoriza-tion that allows the user access to various resourcesbased on the user’s identity.

Bandwidth: 1) the transmission capacity of an elec-tronic medium, such as network wiring, fiber-opticcable, or microwave links; 2) the amount of data thatcan be transmitted in a fixed amount of time. For digi-tal devices, the bandwidth is usually expressed in bitsper second (bps) or bytes per second. For analogdevices, the bandwidth is expressed in cycles per sec-ond, or Hertz (Hz).

Born digital: Describes digital materials with no ana-log equivalent. Used to differentiate them from 1) digi-tal materials which have been created as a result ofconverting analog originals; and 2) materials that mayhave originated from a digital source but have beenprinted to paper.

Browser: (short for Web Browser): a client softwareapplication that enables a user to view HTML docu-ments on the World Wide Web, another network, or onthe user’s computer; follow the hyperlinks amongthem, and transfer files. Browsers are used to search,locate, and display information on a server.Theyrequire a connection that can handle IP packets butwill also display graphics that are in the document,play audio and video files, and execute small programssuch as Java applets, that can be embedded in HTMLdocuments.The two most popular universal browserapplications are Netscape Navigator and MicrosoftInternet Explorer. Both are graphical browsers that candisplay graphics as well as text. In addition, mostbrowsers can present multimedia information, includ-ing sound and video, though they require plug-ins forsome formats.

Catalog: A list of library materials contained in a col-lection, a library, or a group of libraries, arrangedaccording to some definite plan.

Computer files: digital encoded works that exist inmedia such as CD-ROM’s, magnetic tapes, and magneticdisks that are encoded and designed to be processedand manipulated by a computer. Examples are U.S.Census data tapes and reference tools on CD-ROM,tape, or disk.This definition excludes library systemssoftware and associated files used to manage the col-lection. (NISO Z39.7-1995)

Container: Any housing or vehicle for an object oritem, group of object or items, or part of an object oritem that is separable from the content which facili-tates identification and use of the object or item(s) byusers.

Copies: material objects, other than phonorecords, inwhich a work is fixed by any method now known orlater developed, and from which the work can be per-ceived, reproduced, or otherwise communicated, eitherdirectly or with the aid of a machine or device.Theterm “copies” includes the material object, other than aphonorecord, in which the work is first fixed.

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CD-ROM: abbreviation for Compact Disk-Read OnlyMemory; a type of optical disk capable of storing largeamounts of data (from 650 MB to 1 GB) from whichinformation may be read but not written. CD-ROM’sare stamped by the vendor and cannot be erased andused to store new data.

Click: the pressing down and rapid release of a graphi-cal user interface mouse button.The effectiveness ofWWW sites can be measured by their click-throughrate – how often people who see the site click on it.

Collection: three or more independent works or partsof works by one author published together.Two ormore independent works or parts of works by morethan one author published together and not writtenfor the same occasion or for the publication in hand.

Computer file: a digital file (data and/or programs)encoded for manipulation by computer or similarequipment. Direct access computer files indicate theuse of computer files via carriers (e.g., disks, cassettes,cartridges) designed to be inserted into a computer orits auxiliary equipment by the user. Remote accesscomputer files indicates the use of computer files viainput/output devices connected electronically to acomputer.

Data: The OAIS model distinguishes between data andinformation. Data is a representation of information in aform suitable for communication, interpretation, or pro-cessing.When combined with representation informa-tion, data becomes information. More particularly, theOAIS model indicates that an Information Object con-sists of a Data Object together with its RepresentationInformation.An example is a sequence of bits (the data)accompanied by a description of how to interpret asequence of bits as displayable or printable characters(representation information). In this instance, the repre-sentation information would document the characterset and encoding used.

Database: a collection or file of information assem-bled and organized in such a way that a program canrecord, manipulate, select, and retrieve desired data.Ahypertext database is a database designed so that anyobject, whether text, image, or graphic can be linked toany other object. Hypertext databases are particularlyuseful for organizing large amounts of disparateinformation.

Digital: 1) describes anything that uses a set of dis-crete numerical values to represent data or signals, asopposed to a continuously fluctuating flow of currentor voltage, which is analogous to the data it represents;2) computer processes digital data that may representtext, sound, pictures, animations, or video content.

Digital image: an electronic version of a bit-mappedimage of a document or other information format that

allows text to be searched at the character level;“digi-tize” is to encode images or sound in a format that maybe processed by a computer; to convert analog infor-mation into data.To “digitalize” means the process andaccompanying technologies required to effect theconversion from bit-mapped (e.g., a fax) to searchableformat.

Digital library: digital libraries are organizations thatprovide the resources, including the specialized staff,to select, structure, offer intellectual access to, inter-pret, distribute, preserve the integrity of, and ensurethe persistence over time of collections of digitalworks so that they are readily and economically for useby a defined community or set of communities.

Digital object: 1) an object composed of a set of bitsequences. 2) Set-level metadata applies to a digital col-lection formed from aggregates that group digital itemsby content type. 3) An aggregate organized digitalobjects by digital type and by digital custodial responsi-bility. 4) a primary object is the specific item identifiedby the online collection access aid as a coherent whole.5) an intermediate object is a view of component ofthe primary object. Metadata for an intermediate objectallows the gathering of digital files and metadata for thecreation of presentations. 6) A terminal object is the dig-ital content file or files that form the object.Terminalobject metadata provides structural information aboutdigital attributes (file size, extension, bit-depth, etc.). Ageneric, abstract concept, it is used to designate a singleunit of digital content, which may have been acquiredby a library in digital form or which may be the digitalreproduction of a physical original. It will often corre-spond to a unit at the level at which intellectual accessor bibliographic description would be normal or desir-able, or at the level at which selection or acquisitionwould occur. Examples are books and maps. For digitalreproductions, it may correspond to a unit at the levelat which physical control of the source item is man-aged, for example, a folder of correspondence.Conceptually, a digital object consists of content andthe metadata necessary to support its storage, manage-ment, and access, now and in the long term.A digitalneed not be manifested as an object in the object-oriented sense (incorporating its own methods to sup-port access and presentation).The term does imply thata digital object can be instantiated, represented, andtransmitted as a complete and self-describing package.In the OAIS model, the digital object is manifested as anarchival information package.

Digital repository: an organization responsible fordigital preservation activities which may be a separate,independent organization or one managed by anlibrary or archive which engages in preservation activities for managing long-term maintenance of a dig-ital byte stream and the continued accessibility of itscontents.

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Digital resource: A generic term for digital content,reflecting the viewpoint of the user looking forresources relevant to a particular task.A resource maybe a single digital object or a group or collection ofrelated digital objects.

Digital transmission: a transmission in whole or partin a digital or other non-analog format.

Digitization: The process of creating digital files byscanning or otherwise converting analog materials.Theresulting digital copy, or digital surrogate, would thenbe classed as digital material and then subject to thesame broad challenges involved in sustaining access toit, as “born-digital” materials.

Dial-up Internet connection: Internet connectionusing a modem and a phone line.

Direct Internet connection: Internet connectionusing a dedicated connection such as a leased line(e.g.,T-1, 56 kbps, ISDN, DSL) or cable.

Dissemination: The process of delivering digitalobjects or metadata through an Access Subsystem to aConsumer. Examples of disseminations include render-ing individual objects for end users and batch exportsto other repositories (including any repository built toreplace the current repository).

Document: 1) a file of data containing, text, graphics,images, and/or other objects. 2) any file produced byan application.

Document delivery: the provision of copies of jour-nal articles or other documents or works by digital oranalog means to a patron in response to a specificrequest. Document delivery and interlibrary loan activi-ties may involve fees paid for photocopies, costs oftelefacsimile transmission, royalties, and access feespaid to bibliographic utilities, networks, or commercialservice providers, including aggregators.

Domain: in an Internet address, the part of the nam-ing hierarchy that consists of a sequence of charactersseparated by dots.A group of computers and deviceson a network that are administered as a unit with com-mon rules and procedures.Within the Internet,domains are defined by the IP address.All devices shar-ing a common part of the IP address are said to be inthe same domain.A domain name identifies one ormore IP addresses and is used in URL’s to identify par-ticular Web pages.A domain name service (DNS) is anInternet service that translates domain names into IPaddresses.

Download: to copy data (usually an entire file) from amain source to a peripheral device.The term is oftenused to describe the process of copying a file from anonline service to a local computer. Downloading can

also refer to copying a file from a network file serverto a computer on the network.

DVD: Digital Versatile or Video Disc DVD is a type ofCD-ROM that holds a minimum of 4.7 Gb of data.

Economic measures: the measurement of library andinformation services that concentrate on the relation-ship between investments and the resulting value oflibrary services. Economic measures involve the docu-mentation of costs and assignment of dollar value tolibrary products and services. Quantitative economicmeasures include measurements of transaction costs,costs per use, costs per category of service, relativecosts of analogous electronic and on site/in personservices or transactions, etc. Qualitative economicmeasures include willingness to pay, projected costs ofanalogous services or products (when available) in thecommercial sector, projected economic implications ofunavailable service or resource, etc.

Edition: All copies embodying essentially the samecontent or produced from the same master copy andissued by the same entity.

Editor: One who prepares for publication an item nothis or her own.The editorial work may be limited tothe preparation of the item for the manufacturer, or itmay include supervision of the manufacturing, revision(restitution), or elucidation of the content of the item,and the addition of introduction, notes, and other criti-cal matter. In some cases, it may involve the technicaldirection of a staff of persons engaged in creating orcompiling the content of the item.

Efficiency: those resources required to provide oraccess networked information services and digitalmedia resources as measured by standards such aspeak-hour connections to servers, bandwidth, etc.

Electronic journal: a serialized electronicpublication.

Electronic resources: digital or digitized resourcesthat are accessible locally or remotely to librarypatrons.

Electronic services: services provided to libraryusers based on access to electronic resources heldlocally or accessed remotely.

Extensiveness: extent of network provided servicesas measured by standards such as the number of Webpage accesses, number of remote logins, and sessions,etc.

Format: a particular physical presentation of an itemor work.Also, the manner in which data, documents,graphics, images, video, animation, or text is organized,structured, named and described in order to preparethe information for use.

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FTP (File Transfer/Transport Protocol): the protocolbased upon which digital files are transferred via theInternet.

Graphical workstation: A workstation and/or com-puter that is capable of displaying graphical images,pictorial representations, or other multi-media formats.

Information package: content and packaging infor-mation used to delimit and identify digital objects.

Information resource content: networked elec-tronic information resources accessible and preservedlocally or remotely, and the means by which search,retrieval, and activation is achieved through administra-tive, descriptive, and structural metadata and coding.

Internet: 1) a global composite decentralized commu-nications infrastructure network composed of tens ofthousands of individually owned and operated inter-connected networks.The Internet is based on a com-mon architecture and protocol standards governing theinterchange of data.The Transmission ControlProtocol/Internet Protocol (TC/PIP) standard Internetsuite of route host messaging connecting millions ofcomputers to one another around the world gives theuser the illusion that they using are a single network;2) the Internet can be accessed through an InternetService Provider (ISP) offering Internet services byconnecting to this network of networks; 3) the net-works that make up the Internet are composed ofcommunications links, which carry data from onepoint to another, and routers, which direct the commu-nications flow between links and thus, ultimately, fromsenders to receivers.

Interlibrary loan: a transaction in which librarymaterial, or a copy of the material (including materialssent by telefacsimile or other form of electronic trans-mission) is made available by one library to anotherupon request. It includes both lending and borrowing.The libraries involved in interlibrary loan are not underthe same administration or on the same campus.Interlibrary loan also includes transactions for materi-als obtained through the interlibrary loan process that are supplied from non-library sources.(NISO Z39.7-1985)

Issue: Copies of an edition forming a distinct groupthat is distinguished from other copies of that editionby minor but well-defined variations.

Item: A document or set of documents in any physicalor digital form, published, issued, or treated as anentity, and as such forming the basis for a single biblio-graphic description.

License database subscription: a subscription to acommercial (or non-commercial) database serviceprovider that allows library users to access digitalresources and works (e.g., article index/abstract infor-

mation, full published texts, numerical data sets, etc.)under specified terms and conditions typically con-tained in an annual license.

Library: an entity that provides all of the following: a)an organized collection of printed or other librarymaterials, or a combination thereof; b) a staff to pro-vide and interpret such materials as required to meetthe informational, cultural, recreational, and educa-tional needs of a clientele; c) an established schedulein which services of the staff are available to the clien-tele; and d) the facilities necessary to support such acollection, staff, and schedule. (NISO Z39.7-1985)

Logon: the process of identifying a user to a computerafter connecting over communications lines. Duringthe procedure, the computer usually requires the user’sname and password.

Metadata: structured information about information.Metadata describes how and when and by whom aparticular set of data was collected, and how the datais formatted. Metadata is essential for understandingand using information stored in data warehouses.Ageneral term for information needed to support reposi-tory system administration and digital object manage-ment, consistent with an organization’s policies, pro-grams, and practices for content management, includ-ing preservation.This includes (but is not limited to)information about the creation or acquisition of thedigital object, about ownership and rights, about pasttransformation or reformatting activities, current stor-age details; and information deemed important to sup-port future preservation decisions or actions.

Descriptive metadata is used in the discovery andidentification of an object. Examples include MARCand Dublin Core records.A content metadata standardis defined as an open specification that itemizes a setof elements and their meanings. Each element is taggedwith an identifier (e.g.,“Title”,“Author”) that distin-guishes the element from other elements within thestandard. Descriptive metadata provides basic identify-ing information including author, title, subjects, etc.Information that primarily describes content in intel-lectual terms and principally exists to support contentdiscovery, sometimes synonymous with bibliographicinformation. Some descriptive metadata will be storedwith each digital object in a repository. However,descriptive metadata to support discovery (throughsearching, browsing, and navigation) may also be heldin finding aids or catalog records stored elsewhere.Links from those access aids to the digital resourcesthey describe will be through persistent identifiers.

Structural metadata describes layout and organiza-tion of data to provide guidance on how to use aninformation work. It defines the object’s internal organ-ization and is needed for display and navigation of thatobject. Structural metadata is used to display and navi-

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gate a particular object for a user and includes theinformation on the internal organization of that object.Structural metadata could exist in various levels ofcomplexity.

Administrative metadata provides information abouta work’s ownership and production.Administrativemetadata represents the management information foran object that is needed to keep the object over timeand identify artifacts that might have been introducedduring its production and management (e.g., the date itwas created or digitized, at what resolution, its contentfile format (JPEG, JTIP, etc.), who can use it, rights infor-mation, etc.

Network: 1) a specialized type of library cooperativeorganized established for the centralized developmentof cooperative programs and services, including use ofcomputers and telecommunications. It requires theestablishment of a central office and a staff to accom-plish, rather than merely coordinate, network pro-grams. (NISO Z39.7-1985); 2) a group of two or morecomputer systems linked together using a commonprotocol to communicate with one another.Computers on a network are called nodes, while com-puters and devices that allocate resources for a net-work are servers.

Network technology infrastructure: thecomponent hardware, software, communications con-duit, network resources, and associated technologicalaspects related to electronic network media and serv-ice offerings.

Online service: a business service that provides sub-scribers with a variety of data transmitted via net-works. Online services provide an infrastructure thatallows subscribers to communicate with one anotherand to connect with third-party information providers.

Outlet: A library facility. In the case of some publiclibraries, there is only one facility or outlet. Other pub-lic libraries have several outlets or facilities sometimesreferred to as branches.

Outcome measure: an assessment of the results of aprogram activity compared to its intended purpose.Outcome/impact measures relate to observable bene-fits provided to individuals or groups, in the originatinghuman services and education fields,“changes inknowledge, skills, behavior, attitudes, status, or life con-dition.” Quantitative outcomes are measured by grade-based performance on standardized tests, quantifiablechanges in performance on pre- and post-service tests,records of behavioral change (crime rates, school atten-dance, etc.), records of status change (school drop-out,graduations, employment, income, etc.), type of exam-ples are performance on academic and literacy instru-ments. Qualitative outcomes are measured by observa-

tion of indicative behaviors (e.g., ability to locate high-quality, pertinent information for a query, self-reports oflevel of skill, knowledge, behavior, attitude surveys(interest in a specific discipline, relative valuation oftargeted phenomena such as reading, etc.

Output measure: the tabulation, calculation, orrecording of activity or effort that can be expressed ina quantitative or qualitative manner.The quantitativemeasurement of services resulting from library activi-ties such as ILL, items circulated, titles cataloged, vol-umes added, titles held, reference queries, gate counts,users in legal service area, database searches, FTE staff,etc. Includes e-Metrics, for which meaningful data ele-ments are beginning to be established.

Page: a fixed amount of data or information, arrangedin bytes recognized by the operating system.A page isequal to the amount of data that can be displayed ona screen.

Performance indicator: a particular value or charac-teristic used to measure output or outcome. Measuresof service quality, performance efficiency and customersatisfaction. Quantitative performance indicators mayinclude volume of backlogs, processing time, referenceresponse time, ILL delivery cycle, FTE to user ration,availability of information needed, etc. Qualitative per-formance indicators include user perception of servicequality, user satisfaction with reference response, typesor levels of service available, etc.

Portal: 1) usually used as a marketing term to describea Web site that is or is intended to be the first placepeople see when using the Web.Typically, a Portal Sitehas a catalog of web sites, a search engine, or both.APortal site may also offer email and other services toentice users to the site as their main point of entry(e.g., portal) to the Web; 2) a Portal maintains dataaccess and retrieval structures that facilitate access forspecific research or user communities by locating,gathering, and maintaining Web content resourceaddresses according to specified criteria and organizesthese resources for easy user search, access, retrieval,interpretation, and use. Portals provide selectivity andfunctionality at a different level than Web Browsersand search engines, which do not offer the specificityand evaluative details available through a portal.A por-tal site can attract visitors by offering free information,or free services on a regular basis. Some portals pro-vide indices of Web pages that are maintained by edi-tors that manually classify web documents into a tree-like taxonomy of topics or categories, and provide richlinks between sites, works, and citations.The bestknow portals are available through the major searchengines:AltaVista, Excite, HotBot, Lycos, InfoSeek, andYahoo!.

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Public access workstation: 1) a single-user computerconsisting of a personal general-purpose processorlinked to a communications device that allows datatransmission; 2) a public access workstation is onemade available for a member of the public to use; 3)those library outlet graphical workstations that providepublic access to the Internet, including those that pro-vide access to a limited set of Internet-based servicessuch as online databases.

Publication: the distribution of copies orphonorecords of a work to the public by sale or othertransfer of ownership, by rental, lease, or lending.Theoffering to distribute copies or phonorecords to agroup of persons for purposes of further distribution,public performance, or public display, constitutes pub-lication.A public performance or display of a workdoes not of itself constitute publication.

Representation information: information that mapsdata into more meaningful concepts.

Serial: a publication in any medium issued in succes-sive parts bearing numerical or chronological designa-tions and intended to be continued indefinitely.Thisdefinition includes periodicals, newspapers, and annu-als (reports, yearbooks, etc.); the journals, memoirs,proceedings, transactions, etc. of societies; and num-bered monographic series. (NISO Z39.7-1985)

Session: 1) the time during which a program is run-ning for a user. In most interactive programs, a sessionis the time during which the program accepts inputand processes information. In communications, thetime during which two computers maintain a connec-tion. 2) A user session is a delimited set of user clicksacross one or more Web servers.An episode is a subsetof related user clicks within a user session. 3) A searchsession is initiated by the consumer with the archiveduring which the consumer will use the archive find-ing aids to identify and investigate potential holdingsof interest. 4) A data dissemination session is a deliv-ered set of media or a single telecommunications ses-sion that provides data to a consumer.The dds for-mat/contents is based on a data model identifying logi-cal constructs used and represented on each mediadelivery.

Statistics (metrics): the mathematics of thecollection, organization, and interpretation of numeri-cal data as in descriptive statistics. Examples of librarystatistics include collecting statistics for data elementsthat quantify library material resources, services, staff,operations, and users.

URL (Uniform Resource Locator): the global address ofdocuments and other resources on the WWW.The firstpart of the address indicates what protocol to use, andthe second part specifies the IP address or the domainname where the resource is located.

URN (Uniform Resource Name): a scheme for uniquelyidentifying resources that may be available on theInternet by name, without regard to where they arelocated.The specifications for the format of URNs areunder development by the IETF.

User: the principal using a client to interactivelyretrieve and render resources or resourcemanifestations.

Virtual reference transaction: a reference interac-tion involving an external patron or user who trans-mits a query electronically and for whom a response isreturned electronically using a variety of formats,including email attachments, URLs, etc.

Web browser: see Browser.

Web page: 1) a document on the WWW. Each webpage is identified by a unique URL; 2) a web page is acollection of information consisting of one or moreWeb resources, intended to be rendered simultane-ously and identified by a single URI; 3) a page view is avisual rendering of a Web page in a specific client envi-ronment at a specific point in time.

Web resource: the manifestation of a retrievable net-work object characterized by consistent conceptualmapping (e.g., electronic document, image, or service).

Web site: 1) a group of related HTML documents andassociated files, scripts, and databases that are servedup by an HTTP server on the WWW.Also, a site loca-tion on the WWW. Each Web site contains a homepage, which is the first document users see when theyenter the site.The site might also contain additionaldocuments and files. Each site is owned and managedby an individual, company, or organization; 2) a website is a collection of interlinked Web pages residing atthe same network location.

Work: A work is fixed in a tangible medium of expres-sion when its embodiment in a copy or phonorecord,by or under the authority of the author, is sufficientlypermanent or stable to permit it to be perceived,reproduced, or otherwise communicated for a periodof more than transitory duration.A work consisting ofsounds, images, or both, that are being transmitted, isfixed if a fixation of the work is being made simultane-ously with its transmission.

World Wide Web: The total set of interlinked hyper-text document residing on HTTP servers all around theworld. Documents on the WWW, called pages or Webpages, are written in HTML, identified by URLs thatspecify the particular machine and pathname by whicha file can be accessed, and transmitted from node tonode to the end user under HTTP.Also, the WWW issystem of Internet servers that support HTML format-ted documents that are linked to other documents,including graphics.

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Fourth Northumbria