The training needs of voters are very different from the training needs of staff. The training opportunities are also very different.
Voters will typically have a brief relationship with an election management body, and an even briefer interaction with election technology. Training voters to use election technology should ideally happen during that brief interaction, and it should happen quickly. The best kind of voter training is the kind they do not even notice.
As with staff training, the complexity of the training needed will depend on the complexity of the technology being used. As voters cannot be expected to master complex technology, it is very important that technology for use by voters be simple and easy to use. If this is the case, the training needs of voters can also be greatly simplified.
There are several ways voter 'training' can be provided. Before voters reach the polling place, they can be reached by mass communication techniques: television, radio, newspapers, mail, posters, demonstrations and so on. This kind of training might be useful where a new or unusual technology is being used - a new electronic voting system, for example. Mass communication could be used to make voters aware that new technology was being introduced, so that they know what to expect when they arrive at their polling stations. However, mass communication techniques are not very good at training people to operate technology. This is partly because mass communication is not a good medium for communicating detail, and mainly because retention of information, particularly detailed information, drops off rapidly if the information is not used straight away. Training for use in technology is best delivered at the point at which it is to be used.
Where voter technology training is provided at the polling place, there are several options to consider. The best course is to make the technology as simple and self-explanatory as possible. Where the technology is screen-based, the screens can 'walk' the voters through the process with simple on-screen instructions. Using common computer conventions can help comprehension by using knowledge that many users already have, such as 'enter' and 'cancel' buttons, for example.
Where on-screen instructions are used, facilities will need to be in place for people who might have difficulty reading them. Some people may not be able to read well or at all, others may not be able to read the national language well or at all, while others may be sight impaired or blind. Some options to consider include using audio instructions (perhaps via headphones), using keypads with touch-readable keys, providing instructions in a range of languages, keeping instructions clear and simple, providing the facility to increase the size of printed instructions, and providing staff in the polling place who can assist voters having difficulty.
Other options for training voters in polling places include explanatory posters and demonstration opportunities. For example, a demonstration system could be set up at the entrance of a polling place to allow voters to try out an electronic voting system, with staff available to explain the system, before the voters proceed to complete the real thing. Audio-visual presentations could also be used at polling places to provide instructions on using technology.
No matter what primary method of voter training is used, it is advisable to provide staff in the polling place who can assist any voters who need help. There will always be some people uncomfortable with or unused to technology who will appreciate the help of a real person.
Another way of training voters is via the internet. Information can be delivered about a wide variety of election-related topics, including elections and technology. In addition, demonstration sites can be set up to let voters try out new technology interactively, if the new technology lends itself to internet training. However, this is unlikely to replace other mass communication techniques as it requires the user to be motivated enough to visit the internet site, and most internet users are likely to have comparatively high technology skills and thus not need the training. That said, it can be useful to provide training or assistance to voters when they are able to vote from home, by internet, telephone or post and thus will never step foot in a polling center.
Beyond the internet, 'training' can be made available through a telephone 'help desk' or call centre facility, where voters can talk one-on-one with a trained operator about using voting technology or other voting concerns.
