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"At Your Service"

Voter Evaluations of Poll Worker Performance

Kent State University

David B. Magleby

Brigham Young University

J. Quin Monson

Brigham Young University

Kelly D. Patterson

Brigham Young University

The experiences in Florida in 2000 and Ohio in 2004 demonstrate that the election process can fall short of voters' expectations. In the wake of reforms, such as the Help America Vote Act (HAVA) of 2002, scholars have attempted to identify ways in which the objective conditions in polling places shape citizens' experiences and overall confidence in the electoral system. Early studies reveal that poll workers play a major role in the way voters feel about their voting experience. Using exit poll data on the delivery of service at the polling locations, we study the determinants of reactions to poll workers. We find poll worker evaluations are responsive to wait times, feelings of privacy while voting, poll worker training, and special poll worker recruiting efforts, to name a few. When voters feel good about their interactions with poll workers, they feel better about their voting experience and more confident about the electoral system.

Key Words: election reform • polling places • poll workers • voter confidence • voter satisfaction • election administration

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