Referring to 9/11 attack
someone please help!

4. there views changed from accident to attack i cand provide details because I have not seen the video

5. The citizens became scared at the second tower hit now they knew it was an attack

saving account is right

an informal structure in a bureaucracy would be something like so-called "office politics". where there's a formal structure set up for the organization, but then an informal subculture as well that has a way of organizing the bureaucracy further. this can be positive because it sets up an added degree of organization, albeit informal, within the bureaucracy.