The Paradox of Information Systems in Crisis: Walking the Tight Rope Between Rigidity and Flexibility

Crisis situations ask for relevant, accurate and complete information to support decision makers. Today there is a plethora of systems available to crisis responders to generate, accumulate and process information. These systems and (infra) structures are often developed, established, and implemented outside crisis situations as part of preparedness activities. At the same time, crisis situations are often characterized by their volatility and uncertainty. Both in terms of the effects of the disaster, but also in the response to the disaster, and often require a tailored approach. In this research we examine trade-offs between the preparedness of information systems, and the flexibility needed to adapt to operational and crisis specific circumstances. We conduct this research through case studies centered around two large-scale emergencies and discuss the challenges in managing the ‘rigidity-adaptability’ balance for emergency responders.