Materials and resources
COPOLCO PG 5 2007 - Annual Report 2007
ISO Code of Ethics
Presents in an attractive format of two A4 pages the ethical obligations to which ISO and its membership, that is the National Standards Bodies, have subscribed.
Also available on ISO’s Web site, ISO Online in French.
ISO Strategic Plan 2005-2010
Presents ISO’s seven key objectives for this time period, of which two are ”Ensuring the involvement of stakeholders” and ”Raising the awareness and capacity of developing countries.” Also available in French on ISO Online.
ISO in brief
A promotional brochure introducing ISO on four A4 pages. It summarizes the key aspects of standardization and how it works, the range of products developed by ISO, and the areas of active growth.
Available in French on ISO Online.
ISO and the consumer
Introductory promotional leaflet detailing on three A4 pages the importance of consumers to ISO, the areas of standardization of particular importance to consumers, and the mutual benefits for consumers and standardization.
Also available in French on ISO Online.
Your voice matters (ISO Publication)
Popular, visually appealing, illustrated 20-page brochure in A5 format, including case studies. The brochure explains why consumers need to get involved and how to start.
Also available in French and, soon, Spanish on ISO Online.
For Arabic, Japanese and other languages, contact the COPOLCO Secretariat at copolco@iso.org.
The consumer and standards: Guidance and principles for consumer participation in standards development (ISO Publication)
This publication presents guidance and principles for consumer participation in standards development on 24 A4 pages. It is a much more detailed document than ‘Your voice matters.’
My ISO job (ISO publication)
A brochure on 24 A4 pages giving guidance to delegates and experts on ISO technical committees and working groups. Also available in French on ISO Online.
Joining in: Participating in International Standardization (ISO)
A brochure that goes into greater detail and expands on the guidance provided to experts involved in ISO work given in My ISO Job (published in 2007).
ISO and Social Responsibility: Work on ISO 26000, Guidance on social responsibility – publication anticipated in 2009 (ISO/TMB Working Group on Social Responsibility).
Guidelines to improve governance and quality of water services
Using and referencing ISO and IEC standards for technical regulations
How ISO/IEC Guides add value to international standards
ISO/IEC Statement on Consumer Participation in Standardization Work
This statement, on six A4 pages, includes 13 policy recommendations for NSBs to encourage consumer participation.
Also available in French on ISO Online.
ISO/IEC Policy statement addressing the needs of older people and people with disabilities in standardization work
A policy statement of eight A4 pages for ISO/IEC members. It encourages the development of standards that promote “design for all,” enabling products and services to be used by older persons and people with disabilities.
Also available in French on ISO Online.
ISO/IEC Directives, parts 1 and 2
The definitive comprehensive guidance on developing standards within the ISO or IEC framework. Both parts are some 65 pages each and cover procedural and editorial aspects of International Standards development.
ISO Change Notifications
Some 25 pages of A4 format essentially providing amendments to the Directives, but specific to ISO. The most recent notification was 2005.
ISO/IEC Directives Supplement - Procedures specific to ISO
For more information about how the Priorities Group works, see the Handbook.
Guidance on Stakeholder Categories in the ISO/TMB/WG SR
www.iso.org/sr - Document N48, Rev.1
Consumer issues in the standardization of services. By Arnold Pindar. ISO Focus July-Aug 2005.
A two-page article reviewing the content and applicability of the new ISO/IEC Guide 76 Development of standards for services - Recommendations for addressing consumer issues.
Why does a consumer organization want to contribute to standards? By Malcolm Bassett. ISO Bulletin August 2003.
A useful two-page article summarizing the experience of the Consumers Association (now Which) in the UK.
Managing complaints: from prevention to handling through to resolving disputes, by Dana Kissinger-Matray and Kernaghan Webb, ISO Management Systems Sept-Oct 2003
A three-page article introducing and describing briefly the content and role for the three ISO standards which can contribute to a robust system for managing complaints (ISO 10001:2007, Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations, ISO 10002:2004, Quality management - Customer satisfaction - Guidelines for complaints handling in organizations and ISO 10003:2007, Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations.)
Standards for customer service by Bill Dee and others. ISO Focus July-Aug 2005.
A four page article introducing and describing briefly the content and role for the three ISO standards mentioned above. Note: these standards were renumbered subsequent to the publication of this article.
Graphical symbols to address consumer needs by John Perry. ISO Bulletin March 2003.
A two-page article showing that graphical symbols need to be developed carefully and that there is a body of knowledge about their design for maximum recognition. It also acts as an introduction to ISO/IEC Guide 74, Graphical symbols-Technical guidelines for the consideration of consumers’ needs.
Instructions for use of products of consumer interest by Gordon Hayward. ISO Focus July-Aug 2005.
A two-page article which shows the poor quality of some existing instructions, and introduces the breadth of content and applicability of the revised Guide 37. When applied by standards developers, this guide aims to improve the quality of instructions.
Giving more to older and disabled people. By Yasuyuki Hoshikawa. ISO Focus July Aug 2005
A three page article containing relevant background information about ageing populations and the relevance of ‘design for all’ principles. Indicates the relevance of the ISO/IEC Guide 71, Guidelines for standards developers to address the needs of older persons and persons with disabilities and details the influence it has in the EU and in Japan.
Standards to Address child injury control and safety. By Dirk van Aken. ISO Bulletin December 2002.
A practical four-page article reviewing how the revised ISO/IEC Guide 50 –Safety aspects-Guidelines for child safety could be applied when developing (or revising) standards.
Getting the international consumers point of view into standards development, by Sadie Homer. ISO Bulletin Aug 2003
A four-page article reviewing the benefits for consumers of being involved and some of Consumers International's achievements in international standardization. It also considers the effects International Standards can have on consumers in the developing world.
The consumer’s voice from developing countries in the standardization process- how can it be heard? By Steve Williams. ISO Bulletin Aug 2003.
A two-page article which reviews the reasons why developing country consumers are particularly poorly represented when, at the same time, current trends dictate the need for greater involvement. The article also considers some possible ways forward.
Going public- a Consumers International viewpoint, by Robin Simpson. ISO Focus, January 2006
A two-page article which addresses the need for a General Agreement on Public Services (GAPS). It presents CI’s ideas on what such an agreement might include.
ISO e-learning completed ! – A convenient, practical and fun way to become a standardization expert, by Dr. Daniele Gerundino, Strategic Advisor to the ISO Secretary-General. ISO Focus Nov 2007.
First steps in Standards representation: a guide for consumer organisations (CI Publication)
Provides practical guidance for consumer organizations to encourage them to become involved in the development of standards. It has 16 A4 pages and includes some practical experiences. Languages: English and Japanese.
Decision Making in the Global Market: Trade, Standards and the Consumer (Consumers International)
A comprehensive analysis of the effects of trade agreements on consumer interests, this publication sets out to assess the governance and decision-making processes of the WTO and international standards setting bodies. It considers the consumer experience - particularly those in poorer countries - of under representation in international trade institutions, and suggests what can be done to increase the consumer's voice in international decision-making.