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This chapter explores the challenges and opportunities that teaching and learning in a synchronous online environment pose by examining information literacy (IL) provision at the Open University (OU), which will serve as a case study.

The OU provides distance education. While its flexibility offers more individuals an opportunity to start a course, it can be more challenging to ensure students develop their skills and knowledge and calls for innovative and engaging teaching methods.

The OU Library’s Live Engagement Team runs a program of digital information literacy (DIL) sessions. The team’s online pedagogy is built on retention and success and involves the careful planning, designing and delivering of DIL sessions, creating numerous interactive moments to increase teaching effectiveness.

The virtual enquiry desk allows students to consult library staff synchronously via the library helpdesk’s webchat service, which is delivered 24 hours a day. One of the advantages of this service is that students interact directly by having a dialogue with library staff in which they can ask further questions.

Both services carry out continuous reviews of the ways they operate, innovate and intervene. The chapter provides first-hand experiences of what has worked well in information literacy teaching in synchronous online spaces.

The purpose of this paper is to describe the new virtual reference system Libraryh3lp, developed to assist librarians with managing multiple instant messaging (IM) patrons at one time.

A summary of the main features of the Libraryh3lp system, including setup and reports; and a discussion of how to provide staff training.

This paper provides an overview of the Libraryh3lp virtual reference platform including what it does, how it works, and its benefits for reference managers.

This paper is useful for information management professionals who are looking for a low‐cost, reliable alternative to current IM software systems.

The Open University (OU) in the UK has been providing distance learning since 1969. The purpose of this case study is to outline the impact that The OU Library in the UK has had on student learning outcomes by embedding academic literature and digital and information literacy (DIL) skills materials in the curriculum.

The case study presents an overview of the university context, including how the curriculum is developed. It discusses the role of the library in this process, outlining how librarians work with academic staff to embed skills and literature in the curriculum. Unique in-house technical solutions are presented to aid future approaches to providing distance library services.

The impact of the library on university education is discussed. Findings from qualitative research are presented, outlining the value the university places on the role of the library as an educational partner. Quantitative research studies are also presented, outlining the positive relationships between library content access and training attendance with student success.

As universities are considering their distance-learning offerings post-COVID-19, it is hoped that this case study will help both library and university administrators examine the role of their libraries in this strategy.

A case study on the approach The OU Library takes to support education in its broadest sense has not been published before.