An invitation to certainty, in an uncertain time

What happens when a mail ballot arrives with a mistake on the signature form? Some states contact voters so they can fix the problem.  How they communicate makes a difference in whether voters accept the invitation with certainty that their votes will be counted.

Curing an absentee ballot

We know that casting an absentee ballot can be complicated.  The instructions for signatures, addresses, dates, and how to pack the return envelope can be overlooked. Good design of these envelopes can reduce the number of mistakes voters make, but we can’t totally prevent human error.  What happens when voters make simple, normal mistakes?

Let’s say a ballot arrives at the election office with a signature missing.  In a growing number of states, that ballot can be cured.  The process of curing is different depending on local laws.  But basically, a letter or phone call lets the voter know that there is a problem and what they need to do for their ballot to count.  

Voters may already be anxious. A cure letter that is confusing or seems to blame them for the problem can be demoralizing. Instead of encouraging them to act, it can cause them to give up.

Calm, explain, and inspire

The good news: carefully choosing your language can make even complicated cure processes feel less intimidating.   A few key recommendations can help.

Soothe and calm the voter.  Whether you call, send a letter, or send a text message, quickly explain the problem.   Some key messages might be:

• “Nothing is wrong; lots of voters make these mistakes.”
• “You aren’t in trouble and haven’t committed a crime.”
• “We realize this process is complicated and want to help you.”

Explain what to do next. Say it without using legal words.  Help the voter feel it’s easy to fix whatever mistake they made. 

• In just a few words, explain exactly what they need to do.  Example: “There are a few easy steps you need to take to make sure your ballot counts.”
• Specifically, explain what they need to correct.  Example: “Sign your ballot, have your witness sign your ballot, etc.
• Give the voter options for getting the ballot back to you.  Example: “Come and visit us, drop it off at a dropbox, or email it.”
• Follow this with a reminder of the deadline.  
• If this is a letter, sign it with a real name so it feels more approachable and makes it more human.

Inspire voters to take action.   After dropping off their ballot, voters may feel that what happens next is out of their control.  Let them know that taking the step to fix their mistake will ensure their vote counts and that your office is ready to help them.  A message could be:

• “The election is not over until all the ballots are counted and the election is certified. Your vote can still count.”

Other ideas to promote certainty

One of the challenges in writing your letters and phone scripts is that you need to quickly tell voters that they are hearing from the elections office, without making them mistrustful. Then, you have to explain the steps in a clear friendly way, without confusing or overwhelming them. 

Put your seal on the envelope, but not inside.  Voters will respond to and trust official seals, but they also view them as serious.  Placing the seal on the envelope will increase the odds that the voter will open in.  Inside, consider a friendlier tone.  If you have a secondary election logo, add this to the letterhead.  

Consider timing.  Don’t put messages about curing in front of people who haven’t voted yet.  Talking about the curing process with voters too soon could intimidate or confuse voters who have never heard of the process.  

Design more than one cure touchpoint.  Some election offices may think a single letter will do the trick if the voter has made a mistake.  In reality, it will probably take the clerk’s office more than one attempt to reach the other.  Designing a suite that includes a letter, a telephone script, and even sample text messages can ensure the voter is reached.

Enlist local advocacy groups.  Contact your local GOTV group, let them know about this process.  Share our guidelines with them so they can educate voters about the process and what it is.  Ask them to help build trust in whatever communication you send out to voters who make mistakes by sharing consistent information.

Resources

Download a sample of a letter or email, phone script, or text message to customize

 Designing ballot cure forms – a report on research to test voter reactions to different designs.

Toolkit for resources for scaling-up vote by mail 

Field Guide Vol. 02 Writing instructions voters can understand

Field Guide Vol. 05 Choosing how to communicate with voters

This was originally published in our Civic Designing newsletter. Subscribe on Mailchimp to get election design tips delivered to your mailbox.