By Steven M. Schneider
SUNY Institute of Technology, College of Arts and Sciences
Kirsten A. Foot
University of Washington, Department of Communication
Co-Directors, WebArchivist.org

A “Webscape” of examples for this section can be found at:
http://september11.archive.org/webscape/sch/ 

The rapid development of new content and features on the Web affected how many Americans responded to the September 11 attacks by providing structures through which they could obtain and provide information and assistance, share their reactions, and convey their policy preferences to governmental bodies.

The creation of online structures facilitated both online and offline actions by Web users.  Of 247 Web sites produced by a variety of organizations and individuals:

• 63% provided information related to the attacks
• 36% allowed visitors to provide some form of assistance to victims
• 26% allowed individuals to seek assistance from others and from relief organizations

While many Americans relied on television to provide up-to-the-minute news, the actions enabled by the Web demonstrate its importance as a component of the public sphere, and a resource in a time of crisis.  It also demonstrated the importance of Webmasters’ ability to adapt existing site elements and create new site features.

• Government Web sites retooled quickly to allow individuals to provide tips in the terrorism investigations and to help people find means to provide assistance to victims and their families.
• Religious, educational, and personal sites were particularly active in helping people both provide and obtain assistance.
• By contrast, very few Web sites enabled political advocacy (e.g. signing a petition, or communicating policy preferences to government officials).

Adaptive and interactive features on many kinds of Web sites made it easier for people to obtain and provide various kinds of information and assistance both online and offline, as well as to share their response to the attacks with others, and to lobby for political action.

In sum, the Web was a significant component of the public sphere, enabling coordination, information-sharing, assistance, expression and advocacy in a crisis situation. In addition, these findings demonstrate the value of Webmasters and other content producers as resources to be deployed in a time of crisis.