The telephone can be an important part of an election management body's (EMB's) strategy for reaching voters.
Telephone call centres
During an electoral event, teams of people in telephone call centres can be employed to handle large numbers of calls from the public. Database inquiry systems can be used by call centres to enable casual staff to handle relatively complex inquiries and to keep records of the number and type of calls.
Special national 'free call' or low cost inquiry telephone numbers can be used and advertised widely. These generally easy to remember numbers enable the public to telephone a call centre from anywhere in the country for no or minimal cost, the cost of the calls being met by the electoral authority.
Pre-recorded touch-tone services
Telephone information lines can also be automated (sometimes called touch-tone services), so that callers can listen to pre-recorded information. Menus of information can be presented to callers, who can select items from the menu by pressing numbers on their telephone number pad. This system reduces the number of staff needed to take phone calls, and ensures that information is provided in a consistent form. An option is usually given to allow a caller to speak to an operator if the caller is not satisfied by the recorded messages. This method is particularly useful when large volumes of calls are received, and when callers tend to have a predictable range of enquiries.
Usage of pre-recorded telephone information lines by government and commercial organisations increased significantly in many countries in the 1990s, often in an attempt to lower costs by reducing the number of telephone operators. However, they have tended to attract a considerable amount of criticism from users who would prefer to deal with 'real people' rather than pre-recorded messages. This criticism can be well deserved where users are forced to navigate a confusing array of menus and sub-menus before they are able to access they information they want, or are given the option of speaking to an operator. To avoid this kind of criticism, an EMB considering use of pre-recorded messages can strive to ensure that menus are kept simple and straightforward, and an option to speak to an operator can be provided early in the menu structure.
Telephone services outside election periods
Outside an electoral event period, when the number of callers to an EMB is likely to drop significantly, there may be no need for a dedicated call centre or pre-recorded information line. However, the telephone will still remain an important source of contact between an EMB and the public. An EMB will need to ensure that it maintains a telephone information service capable of responding to the expected number of calls. This may simply involve assigning telephone duty to relevant permanent staff.
'Smart' telephone technology
Both in and out of an electoral event period, telephone inquiry services can benefit from various 'smart' functions now available in telephone technology. Automatic call diversion technology can be used to ensure that a caller never receives a 'busy' signal. Instead, incoming calls can be directed to the next available operator. In the case of an EMB with several different offices, perhaps spread across several regions, automatic call diversion technology can be used to divert the call to an operator in any office where an operator is free. This enables workloads to be spread across different offices, and could relieve the pressure on a particularly busy office while ensuring that clients' calls are promptly answered.
Other 'smart' telephone functions that could be used by an EMB include answering machines, call forwarding and call waiting functions. The capabilities of your local telephone service can be advised by your telephone service provider.
The range of 'smart' services available on mobile phone networks is increasing rapidly, and new features continue to appear. This includes the ability to access the internet and email services using mobile phones.
Telephone Interpreter Services
The telephone can be used to provide interpreter services in some countries. Such a service allows a person to ring a designated number and ask to speak to a person in a particular language. The interpreter service will connect the caller to an interpreter who speaks that language. The interpreter may be able to answer the call himself or herself (and may be provided with information for that purpose by an agency employing that service), or may set up a 3-way conference call involving the caller, the interpreter, and a person at the agency that is able to answer the inquiry.
An EMB can make use of telephone interpreter services to complement its telephone information line. The telephone number of the interpreter service can be included on material published by the EMB, accompanied by instructions to call the number for further information in a number of languages.
