During a large disaster, like Hurricane Katrina, warnings get hopelessly jumbled. The truth is that, for warnings to work, it's not enough for them to be delivered. They must also overcome that human tendency to pause; they must trigger a series of effective actions, mobilizing the informal networks that we depend on in a crisis.

If national safety - the ability to respond to hurricanes, terrorist attacks, earthquakes - depends on the execution of explicit plans, on soldierly obedience, and on showy security drills, then a decentralized security scheme is useless.

Being a 911 operator means balancing seemingly contradictory skills. On one hand, operators have to be fanatically precise and well-organized. On the other, they must be able to establish rapport with panicky callers.

Gary Wolf Quotes