Abstract:

A research project undertaken for the owners/operators of the World Trade Center investigated the multiple impacts of the terrorist bombing on various constituent groups. A combination of qualitative, quantitative and secondary research was used to identify and understand individual reactions to the bombing and major concerns and needs resulting from this crisis. This information was used to inform the overall communications strategy and crisis communications. A unique aspect of this research was the use of psychological theory on trauma to inform the analysis of research findings and the resulting communications strategy.