The virtual organisation is here to stay, and it is supposed to make everything more efficient and to improve customer service. Even my local small-town bookshop uses the web as such a seamless part of its normal business operations that it could now be classified as a virtual organisation. But what does virtual organisation really mean? Are there only winners and no losers? And where is accountability if every business is virtual? Will it impossible be to find out who to complain to when things go wrong?