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Tucson 9-1-1: Do The Right Thing! is a deeply personal, sometimes fiery, and always passionate insider account of the rise and fall of Tucson’s emergency communications center. Why was this an important book for you to write?
9-1-1 service is so critical to emergency services, but it suffers everywhere from neglect for political reasons. A little advocacy could easily turn this around, but there are no advocates. I want people to know how they can save lives simply by letting government officials know that we are watching. I want people to become advocates. After 14 years, the 9-1-1 service of Tucson has only degraded even more. Why is this tolerated?
What were some ideas that were important for you to share in this book?
Anyone would imagine that doing great service for people who call 9-1-1 is automatic, a no-brainer. However, the reality is far different. I had this personal experience, but this same kind of truth is paralleled everywhere. I felt it was important to report the facts and quote the actual communications because readers could accurately judge the behavior of myself and all involved. Some might see me as a troublemaker, but then they will have to wonder that no one else was speaking for the victims calling 9-1-1 and dying quietly. Someone should speak for them.
How did you balance the need to be honest and authentic with the need to protect your privacy and that of others in your memoir?
I am not sure that I protected anyone. I deliberately avoided naming some people in some situations to prevent unfairness and harm to them. Maybe, I was too protective, but I don’t think anyone would say so. It’s a memoir, so I could not be honest and still protect myself.
What do you hope is one thing readers take away from your story?
Demand what you value from your elected officials because politics governs what happens. Advocacy is necessary. Nothing is easy.
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Tucson 9-1-1: Do the Right Thing!
Tucson 9-1-1: Do The Right Thing! is a deeply personal, sometimes fiery, and always passionate insider account of the rise and fall of Tucson’s emergency communications center. Michael LaFond, a former 9-1-1 operator, brings readers behind the curtain of public safety communications to reveal the unsung heroes, complex personalities, bureaucratic missteps, and systemic flaws that shape how emergency calls are handled. The book recounts both the triumph—like the heroic response during the 2011 Tucson shooting—and the unraveling of a once-proud institution due to budget cuts, managerial changes, and disregard for public safety culture.
What struck me most about LaFond’s writing is the raw, unfiltered honesty. He writes like a man who has nothing left to lose, and that lends a gravity to every page. His admiration for figures like Louie Gonzales is touching—almost reverent. But when he turns his pen against those he sees as betraying the mission of public safety, it’s blistering. His style swings wildly from reflective to sarcastic to downright angry. That makes it a bit uneven, sure—but it also makes it real. This isn’t corporate PR. It’s a whistleblower’s war story written with both heart and bite.
At times, the story slows down to dive deep into the minutiae—office politics, scheduling policies, bureaucratic turf wars. There are long tangents that might lose readers unfamiliar with the workings of a 9-1-1 center. But maybe the tedium is part of the tragedy. Because LaFond’s central message is clear: it’s not flashy heroics but small, smart decisions made by dedicated people that save lives. When leadership forgets that, things fall apart fast.
Tucson 9-1-1: Do The Right Thing! is a stirring read. I’d recommend it to anyone interested in public service, emergency response, or organizational leadership. It’s not a thriller, but it sure feels like one when you realize what’s at stake in every call. If you want a book that will challenge your assumptions and make you care about the people behind the phones, give this a read.
Pages: 542 | ASIN : B0F2M3PG1L
LITERARY TITAN 