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1) “From the first moments to the last, however, their efforts were plagued by failures of communication, command and control.”

2) ''It's a disgrace,'' he said. ''The police are talking to each other. It's a no-brainer: Get us what they're using. We send people to the moon, and you mean to tell me a firefighter can't talk to a guy two floors above him?''

3) “Throughout the crisis, the two largest emergency departments, Police and Fire, barely spoke to coordinate strategy or to share intelligence about building conditions.”

The research is mainly through interviews with inmates, but they also cite legal cases and government/organizations actions and statements.