September 11 Terrorist Attack on NYC | Digital Crisis Management

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Those interested in seeing how organizations - including governments, corporations, media and airlines -- responded in the immediate aftermath of the September 11, 2001 Terrorist attacks, might find this sampling of online activity of interest. It should be noted (albeit obvious), that the online environment was considerably different then than now. Timelines are estimates. Then as now, the intent was neither to praise nor criticize any organizations' online response, but simply to capture events as they unfolded. Comments welcome.

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September 11 Terrorist Attack on NYC | Digital Crisis Management

  1. 1. 9:56 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 1 hour after first plane hits WTC – all quiet
  2. 2. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 10:00 am 1:15 after first plane hits WTC
  3. 3. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 9:30 – 11:30 am US/CAN News sites are overloaded
  4. 4. 11:01 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 First reaction by airlines
  5. 5. 11:01 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 AMR hits the crisis shadow page
  6. 6. 11:15 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 United site still unchanged
  7. 7. 11:15 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 2 hrs 30 min after first plane hits WTC
  8. 8. 11:16 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 2 hrs 30 min after Bush’s Florida statement: no mention
  9. 9. 11:16 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 First AMR release posted
  10. 10. 11:19 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 UAL launches shadow site
  11. 11. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 11:38 am First news portal is accessed (by me, anyway)
  12. 12. 11:47 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 UAL starts regular updates
  13. 13. 11:54 am Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Finally able to access trimmed down CNN site
  14. 14. 12:11 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 UAL issues second release
  15. 15. 1:11 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Eyewitness coverage moves over email. Of course, this is only one example
  16. 16. 1:14 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 The competition weighs in
  17. 17. 1:15 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 The White House acknowledges tragedy
  18. 18. 1:17 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 News sites make WTC story exclusive
  19. 19. 1:19 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 News sites acknowledge high traffic issues
  20. 20. 1:20 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 UAL crisis site expands with fact sheets
  21. 21. 1:27 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Foreign coverage extensive
  22. 22. 1:37 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Message boards (in numbers)
  23. 23. 2:00 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Affected company sites remain quiet
  24. 24. 2:03 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Coverage becomes increasingly comprehensive
  25. 25. 2:08 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Alternative media weighs in
  26. 26. 2:20 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 CBC remains inaccessible
  27. 27. 2:28 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 NYC City site goes into crisis mode
  28. 28. 2:39 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Sports sites expand coverage to tragedy
  29. 29. 2:51 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Showcase of extent to what Web can provide
  30. 30. 3:03 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 FAA – no mention of national airline grounding
  31. 31. 3:05 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Latest UAL update
  32. 32. 3:08 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Major corps begin acknowledging tragedy
  33. 33. 3:10 pm Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 NYC site call for blood
  34. 34. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 3:30 pm AMR updates crisis page
  35. 35. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 3:31 pm CNN recovers from early deluge
  36. 36. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 4:31 pm Dow Jones memo to employees
  37. 37. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 4:31 pm CBC.ca resumes coverage – battered & basic
  38. 38. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 4:45 pm UAL announces initial compensation to victims
  39. 39. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two UAL site expands
  40. 40. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two Company sites reflect scope of tragedy
  41. 41. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  42. 42. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  43. 43. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  44. 44. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  45. 45. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  46. 46. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two Business carries on
  47. 47. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  48. 48. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  49. 49. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  50. 50. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  51. 51. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  52. 52. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  53. 53. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  54. 54. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two
  55. 55. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two Appropriate?
  56. 56. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Two Interactive value of the Web
  57. 57. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Three Cantor – tenant of upper floors of WTC - launches crisis site
  58. 58. Brendan Hodgson, Senior Consultant, HK Netcoms (CANADA) Sept 14, 2001 Day Three

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