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This chapter offers descriptions of many current uses of video conferencing technology for the delivery of assistive technology (AT) services at a distance. It begins with definitions of remote AT services, virtual teams and virtual teamwork and moves to a discussion of the advantages and disadvantages of remote AT supports for individuals, teams and organisations. A review of research regarding the outcomes of remote services helps to clarify ways that assistive technology providers can enhance function and build agency capacity by working, at least in part, in a virtual support environment. The chapter provides a discussion of various aspects of virtual teamwork that affects how individuals work together remotely as well as potential barriers to the provision of remote AT services. Multiple examples are provided throughout as well as descriptions of specific features of video conference technology options that should be considered before adoption. A planning form for the integration of remote assistive technology supports into the array of AT support services is included.

This paper aims to examine the emerging field of reference in virtual worlds and attempts to determine its place among existing reference services. The virtual world of Second Life is the focus for these virtual world services. Advantages of virtual world reference are highlighted and drawbacks are discussed.

The paper examines two existing virtual world reference projects in an attempt to determine both the feasibility of virtual world reference and the level of need for such a service.

Both virtual world reference projects were successful and appear to indicate there is a need for reference within Second Life.

Virtual worlds and reference within these realms are at the very early stages. There is room for detailed analysis of issues raised within the paper.

The paper outlines the steps of creating a collaborative and institutional virtual world reference service, including training and implications.

This paper examines the emerging field of research and practice in virtual worlds and will be of significant interest to reference librarians.

This paper aims to analyse the common features of the virtual reference services provided by European and American libraries in order to evaluate the service from the user's perspective, taking into account the potential of Web 2.0 applications.

This research adopts a quantitative approach, to contribute to better understanding of the problems currently facing virtual reference services and offers solutions to them. The study also combines qualitative methodologies.

The study reports that virtual reference services in university communities have not changed significantly since they first appeared, and highlights the need to incorporate new technologies.

The paper draws attention to certain features of virtual reference services that are undervalued or have not attracted research interest, and calls for a technological shift in the services provided to users from the academic communities involved in this study.

Service encounters are becoming increasingly virtual through the infusion of computer-mediated technologies. Virtual services separate consumers and service providers both spatially and temporally. With the advent of virtual services is the need to theoretically explain how service separability is psychologically perceived by consumers across the spectrum of computer-mediated technologies. Drawing on construal-level theory, the purpose of this paper is to conceptualize a theoretical framework depicting consumer’s construal of spatial and temporal separation across a continuum of technology-mediated service virtuality.

The authors conducted two studies: first, to investigate consumers’ levels of mental construal associated with varying degrees of service separation across a spectrum of technology-mediated services; second, to empirically examine consumer evaluations of service quality in response to varying degrees of spatial and temporal service separation. These relationships were tested across two service industries: education and tourism.

Consumers mentally construe psychological distance in response to service separation and these observations vary across the spectrum of service offerings ranging from face-to-face (no psychological distance) through to virtual (spatially and temporally separated – high psychological distance) services. Further, spatial separation negatively affects consumers’ service evaluations; such that as service separation increases, consumers’ service evaluations decrease. No such significant findings support the similar effect of temporal separation on customer service evaluations. Moreover, specific service industry-based distances exist such that consumers responded differentially for a credence (education) vs an experiential (tourism) service.

Recent studies in services marketing have challenged the inseparability assumption inherent for services. This paper builds on this knowledge and is the first to integrate literature on construal-level theory, service separability, and virtual services into a holistic conceptual framework which explains variance in consumer evaluations of separated service encounters. This is important due to the increasingly virtual nature of service provider-customer interactions across a diverse range of service industries (i.e. banking and finance, tourism, education, and health care). Service providers must be cognisant of the psychological barriers which are imposed by increased technology infusion in virtual services.

Purpose — The purpose of this study is to describe the development of contents, visibility and use of two Library 2.0 services, Häme-Wiki and the Virtual Path map service, launched by Hämeenlinna City Library and based on crowdsourcing, service convergence and the application on Web 2.0 technology.

Design/methodology/approach — The development of the contents of the services were analysed by observing the increase in articles and other items published in them. The interest in these sites and their use were studied by the number of their contributors, users and downloads and by link analysis concerning inbound links. To gather users’ experiences, a Web survey was directed to the registered users by e-mail. A questionnaire for all users was linked to the front page of both services. Qualitative theme interviews were conducted with the staff of Hämeenlinna City Library to elicit their experiences concerning the use of the services and their impact on the work community.

Findings — The reception of the services was evidenced by the daily increasing number of published articles and maps, also indicating crowdsourcing. Their use was clearly described by the increasing download figures and inbound links. Both services offered users information not available elsewhere.

The study is limited by the low number of responses in the Web surveys.

Practical implications — Practical implications originate from the concrete examples of content sharing, crowdsourcing and service convergence which have not been much studied in library context.

Originality/value — The practical implications of the work also contribute to the value of the paper for developers of Web 2.0 services and service convergence.

The purpose of this paper is to present a snapshot of virtual reference services (the use of instant messaging or chat for enquiries) in UK academic libraries, and provide information about software for libraries considering providing a virtual reference service.

The paper summarises the results of a 2008 UK‐wide survey of academic libraries and gives a brief overview and comparison matrix of top virtual reference software products as tested by the Virtual Enquiry Project.

Virtual reference services are not widespread in UK academic libraries. However, current service providers are planning to continue or expand services and a majority of academic libraries surveyed are considering starting a service.

This is the first survey of its kind among UK academic libraries.

This paper aims to examine the experiences of new users of Second Life in order to identify potential barriers and attractors to the expansion of the userbase and therefore the market for in‐world information services.

A multi‐faceted methodological approach was taken utilising two questionnaires (pre‐ and post‐immersion), non‐participant overt observation, structured interviews, and online diary keeping. Data was then analysed to identify barriers and attractors.

More negative experiences were recorded than positive, with the costs, time commitment, stigma of using, the lack of structure, social interaction, and the complexity of the control interface all provoking negative responses. Avatar creation, and the creativity and quality of graphical presentation produced positive responses.

Due to the investment in time required to participate in the research, the sample size is smaller than ideal thus limiting the conclusions that can be generalised. The research also did not directly include interaction with online library or information services.

For librarians using SL the research demonstrates that the response from new users is less than enthusiastic and that when designing virtual library services care should be taken to avoid the barriers identified here and to focus on the features found attractive by participants.

Previous studies have examined the implementation of in‐world information services without examining the experience of new users. Those studies that have looked directly at the user's interaction with virtual worlds are more focused on MMORPGs and on current users.

The purpose of this paper is to discuss merging the virtual learning environment of online students with the traditionally face‐to‐face, physical service of research consultations in the form of virtual research consultations (VRCs).

A literature review discusses the importance of instruction in virtual reference, how to combat inherit challenges and foster an instructional experience during virtual reference interactions, and the value of research consultations. The case study then examines how the Distance Learning Librarian at Norwich University implemented a VRC service.

Based on the ease of maintenance, number of appointments made and verbal feedback from students, VRCs are a valuable addition to virtual reference services for online students. They facilitate instruction in reference, foster relationship building, and also prove a considerable tool for outreach.

The case study provides an example of a service that can be implemented at other institutions. The author also discusses alternative technology options.

There is little discussion in the literature of research consultations being incorporated into virtual reference services. With the growing focus in academia on online education and increasing accessibility of tools to foster a rich virtual learning environment, research consultations are a natural next step in virtual reference.

This research aims to focus on the impact of the metaverse on services marketing. After reviewing the past, current and anticipated future of the metaverse, the authors offer multiple research opportunities in accordance with theories germane to the services literature.

The current research uses a conceptual approach focused on key service theories and their relevance in the metaverse.

The metaverse presents a new paradigm of the customer experience, thus providing an opportunity for service researchers to advance this developing field. Further, the potential shortcomings of existing theory are explored, both within and external to services, to discover important areas for service scholars to examine. This results in research opportunities and questions for scholars to pursue as the metaverse continues to develop and shape consumer experiences.

Technological advancements have enabled the service sector to grow and thrive in the metaverse. It is evident that despite the metaverse’s growth, there remains a tremendous amount left to examine. Existing theories need to be reexamined and modified, or alternative theories reviewed to inform service research on the metaverse. Thus, the present research seeks to provide insight into opportunities for theory development by service researchers and identifies important areas of future scholarly work on the metaverse.

This case study was conducted to assess and make changes to the consortial virtual reference service for the remainder of the period of fully virtual reference (campus closure); a second objective was to consider implications for service design and delivery upon the eventual return to the physical campus.

This paper begins by introducing the institution, reference practices prior to the pandemic and the changes to reference service necessitated by the campus closure. After a literature review of material related to reference and the pandemic, several years of virtual reference service data are analyzed.

The use of consortial virtual reference service has significantly increased in the pandemic, as demonstrated by questions asked by users and questions answered by librarians. Changes to work practices based on these data have been made.

This work is original in that it relates to the physical closure of the campus due to the pandemic, about which, to date, little has been published specifically concerning the design and delivery of reference services.