Knowledge Resources

When responding to a crisis, accurate information is essential to ensure that rumors and inaccurate information do not contribute to public confusion and hamper the management of the emergency response. Agencies' media liaison officers should coordinate their messages, establish media contacts, and provide a single message to the public.

The report, "Effects of Catastrophic Events on Transportation System Management and Operations, the Pentagon and the National Capital Region, September 11, 2001 Findings" asserts, "…media contacts should be established and a single message should be agreed upon by operating agencies with respect to the overall response to a crisis. The term used in the Capital Region is "many voices, one message;" media liaison officers should coordinate to assure consistency and to make certain that inaccurate information is squelched as quickly as possible."

The following are three related suggestions based on the experiences of transportation authorities immediately following the events on September 11, 2001.

• Dispel rumors and erroneous reports about the transportation facilities and services to relieve congestion. During the attack on September 11, 2001, inaccurate information, erroneous reports, and rumors about the transportation system status were a significant problem for many jurisdictions and had to be verified or discounted. For example, in Virginia, bridges and roadways had to be closed and inspected when rumors of bombs surfaced. Rumors also circulated that the Metrorail service had been shut down, when in fact only the Pentagon and National Airport stations had been closed. This rumor added to the street-level congestion as many people avoided the subways and used the streets to walk home.

• Broadcast reliable information to avoid diverting the attention of regional public safety agencies. In Maryland, reliable information was a problem as media reports sometimes disseminated information which turned out to be incorrect. For example, incorrect reports included: an airplane crash at Camp David in Frederick County, Maryland and terrorist threats against eleven sites in Maryland, including the State House, Baltimore's World Trade Center, and the Naval Academy. The incorrect information diverted the attention of the Maryland State Police and other police authorities and caused severe traffic congestion in the Baltimore metropolitan region as various transportation facilities were closed or severely restricted in their availability.

• Provide accurate traveler information to guide travelers. Whereas inaccurate information can cause additional problems, accurate traveler information is a highly valued and effective tool for providing guidance to travelers. Around the White House, street closings to expand a safety perimeter added to the traffic problems in the downtown area. However, to assist drivers, portable VMS signs and traffic cones were used to redirect traffic away from street closings. State and local web sites that provided traveler information for the Capital region were also heavily used after the Pentagon attack. Inspection of the number of “hits” at the Montgomery County, Maryland traveler information site during the first three weeks of September 2001 show a substantial increase for information about street closings, the status of transit service, and travel advisories.

The experiences of transportation authorities in the National Capital Region, following the events on September 11, 2001, have shown how inaccurate, misleading information and rumors can contribute to the problems and confusion after a catastrophic event. Erroneous reports about the closure of transportation facilities and services could lead to increased congestion, reducing transportation efficiency and mobility significantly in the region. Every effort should be made to provide accurate traveler information to reduce public confusion and assist in the management of the crisis.