Purpose The purpose of this paper is to investigate the perceived role of library personnel in supporting first-generation students at Penn State University Libraries, and also how students’ perceptions of library personnel change over time, and the various experiences that influenced their changes in perception. Design/methodology/approach This study employed focus groups to solicit input from first-generation students. A four-step team-based approach to qualitative coding process was developed including the development of a codebook informed by common themes and concepts drawn from the literature. Findings Findings indicate that operating from a deficit of library cultural capital often results in low awareness of available services and changes in perception are more influenced by personal exploration than limited interactions with personnel. Further, while currently employed interventions are well targeted, opportunities exist for enhancing efforts. Research limitations/implications As this is a case study, the findings are not generalizable. Per conducting only four focus groups, the experiences of participants may not represent the typical scope of personnel-related interactions. Originality/value This study adds to the limited body of evidence that first-generation students’ struggle from a deficit of library-related cultural capital.

Purpose The purpose of this paper, conducted at Penn State University, is to inform a redesign of the library facility integrating a Collaboration Commons projected to cost over $20m. Design/methodology/approach A mixed-methods design comprised of observation, focus groups, conversations with students, interviews with Knowledge Commons personnel and a UX Café was employed. Researchers investigated the students’ need for workspaces and soft-seating. Findings Findings suggested that students generally come to the libraries with a goal of being productive and they value the productivity generated by spacious and well-designed workspaces over the comfort of soft-seating. Students desire an increase in the availability of workspaces. Originality/value These findings informed facility enhancement recommendations, and have been integrated into the program statement made available to design firms bidding on the renovation project.