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Learning From Crisis

Lessons in Human and Information Infrastructure From the World Trade Center Response

Sharon S. Dawes

University of Albany, SUNYsdawes{at}ctg.albany.edu

Anthony M. Cresswell

University of Albany, SUNYtcresswell{at}ctg.albany.edu

Bruce B. Cahan

Urban Logic, Inc.bcahan{at}urbanlogic.org

Many of the challenges faced by government and the community in responding to the World Trade Center attack involved the use of information and technology linked to professional and organizational relationships. This study involves content analysis of records and in-depth interviews with 29 participants in the response and identifies key problems associated with technology, information, and relationships as well as resources and strategies. The complex problem-solving and learning process embedded in the response generated lessons for organizational management, emergency management, and community resilience. Management lessons focus on the importance of data quality, usability, and sharing; business continuity; human resources; and diversity and redundancy of key organizational resources. For government organizations in particular, there are information policy challenges and lessons about workforce planning and informing the public. Emergency management lessons focus on usable data and versatile technologies for first responders as well as methods for preparedness. At the community level, lessons emphasized issues of size and capability, infrastructure considerations, and public trust and involvement.

Key Words: emergency management • information management • public management • digital government • interorganizational relations • intergovernmental relations • World Trade Center

Social Science Computer Review, Vol. 22, No. 1, 52-66 (2004)
DOI: 10.1177/0894439303259887
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