Information services offered by academic libraries increasingly rely on assistive technologies (AT) to facilitate disabled patrons’ retrieval and use of information for learning and teaching. However, disabled patrons’ access to AT might not always lead to their use, resulting in the underutilization of information services offered by academic libraries. We adopt an inward-looking, service innovation perspective to improve information services for disabled patrons using AT. The open coding of qualitative responses collected from administrators and librarians in 186 academic libraries in public universities in the United States, reveals 10 mechanisms (i.e. modified work practices), which involve searching, compiling, mixing, framing, sharing, or reusing information, and learning from it. Based on this information-centric reorganisation of work practices, we propose an ‘information value chain’, like Porter’s value chain, for improving information services to disabled patrons using AT in academic libraries, which is the major theoretical contribution of our study.

高校图书馆提供的信息服务越来越依赖辅助技术（AT）来帮助残障人士检索和使用信息进行学习和教学。但是，残障人士访问AT可能不会总是导致他们的使用，从而导致大学图书馆提供的信息服务的利用不足。我们采用内向型，服务创新的观点来改善使用AT的残障顾客的信息服务。从美国公立大学186家大学图书馆的管理员和图书馆员那里收集的定性反应的开放编码揭示了10种机制（即改良的工作实践），涉及搜索，编译，混合，成帧，共享或重用信息，以及从中学习。