According to the New Media Consortium's Horizon Report, 2016 Higher Education Edition, "The Internet and mobile technologies have revolutionized how people find, consume and interact with content." Whether it's for a college or university, K-12 school, or public library, redesigning reference to accommodate users is seen as a major concern in long term planning for sustainability.

Sara Wright, Tobi Hines, and Camille Andrews from Albert R. Mann Library at Cornell University will discuss trends in redesigning service points in libraries and share some of the work done at Mann over the last several years to improve the experience for the 21st century library patron. Participants will learn about, and how to apply, a variety of qualitative and quantitative methods (many of which can be done with limited budget and staff time) to gather feedback on the behaviors and needs of your patrons. This will be a participatory presentation - be prepared to get creative!