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9/11 - How The Internet Aided A Shocked and Grieving Nation

Because the internet is a major component of the nation’s and the world’s communications and information infrastructure, it was heavily used during and after the devastating terror attacks of September 11, 2001. That the attacks and the subsequent war broke out in the era of widespread web access meant that a shocked and grieving nation had 24 hour access to critical information.

The internet provided worried people instant contact with family and friends. The web was used to provide comfort and facilitate communications among the agencies providing help to the victims and their families. Five years later, the internet remains a vital source for ongoing 9/11 relief efforts.

About one third of Americans had difficulty placing a phone call on the day of the attacks, and about one in eight turned to the internet to communicate with friends and loved ones. Much of the communication was through email, which was used almost as soon as the attacks began. Reports from New York and Washington indicate that instant messaging and email proved a viable alternative for office workers who were unable to use their phones but still had internet access.

Those directly affected by the attacks made frantic use of internet communications. Some people trapped at the top of the Twin Towers were able to email colleagues and family. Some communications from the Twin Towers were from people who used wireless PDAs (such as Blackberries) to send poignant messages that united families and victims for a few precious final moments.

The events of September 11, 2001, demanded a need for immediate public information. Federal and state government agencies worked furiously to make information pertaining to the terrorist attacks available as soon as possible. The Internet played an important role by providing data about the attacks as they happened and the relief resources that were available. 

In the mind-numbing days after 9/11, the internet played a key role in allowing Americans to reach out to family and friends throughout the world.  A survey conducted by PEW Internet and American Life Project showed that 19 million Americans rekindled relationships in the days after 9/11 by sending email to family, friends, former colleagues and others they had not contacted or talked with in years.

Five years after 9/11, a notable number of American Internet users say they are still using email more often than before the attacks. They are also gathering news online more often, visiting government web sites more often, giving more donations via the internet and seeking health and mental health information more often because of the 9/11 attacks.

“The scale of the response on the web to the attacks was unprecedented and the value of the web has never been clearer,” maintains Steven Schneider, co-director of WebArchivist.org. “Our initial review of the archive gave us powerful examples of how government agency web sites became clearinghouses for relief efforts, how religious sites tended to their members and how the virtual public square was teeming with commentary, expressions of grief and patriotism.”

Perhaps the most significant immediate development online after the attack was the international outpouring of grief, prayerful communication, information and political commentary. Nearly three quarters of internet users report having used email in some way related to the events to express patriotism, discuss events, grieve over the fate of the victims and share news.

As e-newsletter writer David Weinberger wrote on September 27, 2001: “Now, for the first time, the nation and the world could talk with itself, doing what humans do when innocent people suffer: cry, comfort, inform, and most importantly, tell the story together.”

Overall, Google reported that on September 11, searching for news related content increased by a factor of 60. The types of searches were very predictable. Some of the most popular ones included:

• World Trade Center - People wanted to know more about the structure of the building.
• Pentagon - People wanted to find out more about the building and how the attacks would affect the U.S. government.
• Osma Bin Laden – Bin Laden was named a “prime suspect” soon after the hijackers were identified.
• Nostradamus – Rumors quickly spread that Nostradamus had predicted the disaster.
• American Airlines – Since two of the hijacked flights belonged to American Airlines, people wanted more information about the airline.
• FBI – The Federal Bureau of Investigation played a key role in the ongoing search for the hijackers.

In the days and weeks after the attacks, people yearned for reliable information on a variety of topics such as terrorism, biological attacks, coping with grief and relief efforts. Veterans used the internet with much higher intensity in the aftermath of the terror attacks.

A few months after the attacks, several communications experts attempted to determine how the internet performed during and immediately after the attacks. Because of its resilience, the internet was more widely used than other communications sources.

Communications experts continue to explore ways to increase the ability of the internet to survive and provide service when a major crisis occurs. Specific crisis-related features have been added to the internet so that Americans will be even better served in the horrendous eventuality of another attack. Pray that we never get a chance to use those features.