Appropriate Use
Experience with telephone inquiry services has shown that:
They are most efficiently organized on a central or regional basis with toll-free dialing: A local structure can work if automatic call-redirect services or single, toll-free number access for all locations can be provided. However, while this is efficient, in many environments provision of such services on a local level may be more effective.
This requires less sophistication and only localized reliability of telecommunication services. Unless more centralized services have well trained staff and are well equipped with information retrieval facilities, locally-based services may also be better suited to answer local questions on such issues as voting station locations.
They are a useful supplement to print and general media information: One area where they can be of particular use is in providing cost-effective information in minority languages. Instead of printing all voter information in languages only used by small minorities, print information in all relevant languages on the one sheet can refer voters to a language specific information service phone number.
Staffs for such services require training in their duties and voting operations procedures.
Telephone staff should be provided with question and answer scripts to ensure consistency in answering frequently asked questions, as well as access to voters lists and voting site location lists (when prepared).
Senior supervisory staff should be available for more difficult inquiries.
Such services are only worth pursuing if reliable, and sufficient lines are available for the expected load. Constantly engaged phone lines will annoy voters and impede the flow of information.
Monitoring of questions asked of telephone voter information services also provides a useful analytical guide to voter information issues that need further emphasis in media or other public formats.
Operation on Voting Day
In a few countries telephone information services have been used on voting day as a resource for voting operations officials to determine the correct voting station for voters who are not on the voters list at the voting station where they have turned out to vote. The telephone traffic created by this service is generally not sustainable and it can also tie up voting station communications equipment to prevent it from being used for other purposes. It is suggested that that this course of action is only undertaken if:
- There is complete confidence in the load capacity of the system;
- Complete voter’s register data can be reliably and speedily accessed;
- Alternative communication systems have been provided in voting stations;
- Information service staffs are very well trained.
Voter Information Requirements
Information Campaign Focus: While there are standard issues that need to be covered in all voter information campaigns, the information emphases will vary according to the particular voting environment.
Specific geographic areas or cultural groups with a history of low participation may require a greater emphasis on all information issues. Any changes to election systems or procedures should be given high profiles in information campaigns. For example:
• Where there have been changes to electoral district boundaries, greater emphasis on advertising voters' appropriate voting stations will be needed.
• Where there are significant new participants in the election process, or where voter registration levels are low, considerable emphasis may need to be given to information on voter eligibility issues;
• Where there have been changes in voting systems, intensive information on how to mark and cast a valid ballot will be needed.
• In areas assessed as being at high risk of voter fraud or manipulation, intensive information on voting operations integrity controls may assist in deterrence.
(For further discussion of the management of voter information campaigns, see Voter Information)
Voter Information Content
Information provided to voters should promote the awareness of:
• The voting facilities that are available to voters and who is eligible to use them, including special voting facilities such as early voting, absentee voting, mobile voting stations, assistance for disabled voters or voters of low literacy
• The locations of voting sites, the geographic areas serviced by them, and the hours they will be open
• What is expected of the voter at the voting station, e.g., documents to bring, forms to be completed, services provided by polling officials
• How to mark and cast a vote correctly
• The overall integrity of the election process
• Under some election systems, and particularly for referendums, there may also be a requirement for the election management body to provide voters with information on the candidates contesting an election, or on the positive and negative arguments regarding propositions being put to the voters in a referendum.
In some systems the information content that must be provided to all voters and the manner in which it must be provided is specified in the legal framework for the election to ensure that equity is promoted and there is accessibility to voter information. These minimum standards are reference points from which effective voter information programs can be developed.
While it may be important that information materials refer to or cite references to the legal framework, effective methods of information transfer need more than a statement of the law. Creativity in devising messages and formats, attuned to the cultural environment, that will maximise the transfer of information to voters is essential.
Information to Political Parties and Candidates
It is in the interests of election administrators that political parties and candidates are provided with accurate information on all the processes pertaining to voting. Political parties will be used as a source of advice on issues such as voting procedures and methods, locations and hours for voting by many voters.
It is preferable that they are provided with relevant official voter information materials, rather than being left to their own, possibly inaccurate, understanding of processes as the basis for information they provide to voters. Briefing sessions for parties and candidates.
