Crisis Communications: Lessons from September 11 by Peter Clarke

From the Publisher

On September 11, 2001, AT&T's traffic was 40 percent greater than its previous busiest day. Wireless calls were made from the besieged airplanes and buildings-the human voice had a calming influence on people affected by the crisis. E-mail was used to overcome distance and time zones. Storytelling played an important role both in conveying information and in coping with the disaster. Building on the events of 9/11 and its lessons, Crisis Communications features an international cast of top contributors exploring emergency communications during times of crisis. Together, they evaluate the use, performance, and effects of traditional mass media (radio, TV, print), newer media (Internet, e-mail), conventional telecommunications (telephones, cell phones), and interpersonal communication in emergency situations. Applying what has been learned from the behavior of the mass media in past crises, the contributors clearly show the central role of communications on September 11. They establish how people learned of the tragedy and how they responded; examine the effects of media globalization on terrorism; and, in many cases, give specific advice for the future.

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• Table of Contents

Table of Contents