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Even if You Build It, They May Not Come

ABSTRACT In spring 1999, the Baylor University libraries began a one-year trial project of an information and referral desk in the main library to enhance service to students, faculty, and the community. In this article, the authors will provide a description of how the library planned and implemented the establishment of the desk, including the mission statement, training, usage statistics, observations from a university psychologist, and comments by the authors concerning how the outcome could have ended differently. Total staff involvement in the preparation of any endeavor requiring change among employees in either a public library or academic setting is an absolute necessity for final success.