The Impact of Information Technology on Coordination: Evidence From the B-2
Organization Science
Social Science Computer Review
dg.o '04 Proceedings of the 2004 annual national conference on Digital government research
dg.o '07 Proceedings of the 8th annual international conference on Digital government research: bridging disciplines & domains
International Journal of Business Information Systems
Journal of Biomedical Informatics
Advanced Engineering Informatics
Extending the Information-Processing View of Coordination in Public Sector Crisis Response
International Journal of Electronic Government Research
International Journal of Information Systems and Social Change
A Dispatch-Mediated Communication Model for Emergency Response Systems
ACM Transactions on Management Information Systems (TMIS)
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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.