They are most efficiently organised on a central or regional basis with toll-free dialling. 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 localised reliability of telecommunication services. Unless more centralised 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.
Staff 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 standard 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 a course that should only be undertaken if:
- there is complete confidence in the load capacity of the system;
- complete voters register data can be reliably and speedily accessed;
- alternative communication systems have been provided in voting stations;
- information service staff are very well trained.
(For further information on telephone information services, see Approaching Military and Police Forces.)
