Moderator: Proactive dissemination of government information is a means to educate and inform the public, especially in times of crisis and change. In what ways can state and local agencies use their information to keep people well informed? What partnerships (with the media, for example) make sense in this educational effort?

Julie Leeper: Using 9/11 as the example, I came up with six categories of information that was disseminated over the Internet. The Internet was used to broadcast reassurance and leadership messages. The governor issued many press releases after the event, as did the mayor. There was also an address to the Legislature available on the Internet. The Internet provided direction in New York City. MTA (Metropolitan Transit Authority) had where the subways were going or not going, the adjusted schedules, the relocation of offices for employees. The Internet was also used to provide directions for people about how to get information about their family members. Web sites were also used to broadcast changes in normal procedure, such as an extension of tax deadlines and exceptions on getting death certificates. It provided ways to help. People wanted to volunteer. They wanted to do something. How can you volunteer? How could you make donations? The Web was used for that extensively with 9/11. It was also used as an outlet for expression of concerns and thoughts. People used the state portal for this. They didn't know where to go. We don't have a direct e-mail on the portal. We have a feedback form and people just used whatever open block they could and typed messages of condolences from all around the world. And lastly, it's a way to let the public know when things are back to normal.