A couple questions that are not explained in the letter:
1. Did any employees see this accident take place?
2. What reason did the employees have to dial 911 other than someone screaming for them to do so? Maybe they legitimately did not know what was happeneing and was not going to call 911 and say:

"911, what is your emergency?"
"Yes, I'm an employee at IKEA, and someone just told me to call 911".
"Can you tell me what the emergency is?"
"Um, I don't know, I was just told to call 911 without knowing what happened"

3. Could the employees reluctance to help be a reflection on the Sue-happy) society we live in?

Though I find it hard to believe that employees would really do nothing if a baby was in danger (I find it much more likely that no employees witnessed the fall and were unsure as to what happened), this letter is a great example of why an employee MIGHT NOT be so quick to get themselves personally involved.

If this woman allowed her child to fall to the ground, then later complained that the employees of the store did not call 911 before she did, then how might she have reacted to an employee who may have rushed in and tried to take control of the situation? For example, what if the employee didn't hold the baby's neck still enough and "caused more damage" to the baby?

All too often the people who try to help in emergencies are the ones blamed (and sued) by the people they are trying to help.

This letter is one side of the story, before we condemn everyone who didn't do exactly what this mother thought they should (when she wanted it), we may want to ask ourselves these and possibly other questions. I hope it didn't happen the way this mother said it did, but we don't really know if this is a legitimate story or if it is embellished a little to make the complaint stand out more.