Volunteer Mobilisation Guide

FEDERAL ELECTION 2013
PLEASE KEEP THIS KIT IN YOUR OFFICE FOR EASY REFERENCE. THIS KIT CONTAINS CONFIDENTIAL MATERIAL AND SHOULD NOT BE CIRCULATED OUTSIDE YOUR CAMPAIGN TEAM.

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VOLUNTEER RECRUITMENT
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Volunteers are the most important resource for any campaign and should be treated as such. It’s important to expand our understanding of who is a potential volunteer beyond the traditional active branch member so, from now on, every supporter is a potential volunteer. We should all get used to making the hard ask to recruit as many volunteers as possible.

THE HARD ASK
The hard ask is a direct, straightforward request for a commitment to a specific action or event. They are the most effective asks for volunteer recruitment, because they are more binding than vague invitations and people are more likely to follow through with them and do what you’ve asked them to do. Hard asks can be made by volunteers, staff, or the candidate themselves, either in person or by phone.

Hard Asks are: • Specific! • Urgent! • Personal!

Hard Asks are NOT: Open!ended! • Passive! • Vague

!!“We!need!help!making!calls!tomorrow!evening!from!6pm!to!8pm.!
Can!you!come,!Rudolph?”!

" !“Do!you!think!you!would!be!able!to!volunteer!sometime?”!

WHEN MAKING A HARD ASK Don’t!fill!the!silence!while!a!volunteer!is!deciding!how!to!answer.!Remember! to! let! them! fully! think! things! through,! and! never! offer! them! excuses! simply! because!you!feel!uncomfortable.! Push! for! more,! but! don’t! be! pushy.! Use! your! judgement.! If! someone! seems! excited! to! get! involved! but! declines! an! ask,! try! to! find! out! why.! If! someone! seems! uninterested! or! bothered! and! declines! an! ask,! simply! let! them! know! they!are!welcome!any!time!and!thank!them!for!their!support.!! AFTER A HARD ASK Schedule! the! volunteer! for! the! event,! send! them! a! quick! reminder! of! your! conversation! and! event! details,! and! follow! up! with! them! later! to! let! them! know!the!campaign!is!counting!on!them!following!through.!! InLperson! hard! asks! are! especially! useful! for! rescheduling! volunteers! for! upcoming!events!during!their!debrief," and!no!volunteer!should!ever!leave!the! office!without!receiving!a!hard!ask.!SignLin!sheets!should!have!a!volunteer!ask! as! well! as! spaces! for! a! mobile! number! or! email! address.! Never! waste! an! opportunity!for!a!hard!ask!!

RECRUITMENT STRATEGIES!!
Candidate!Asks! For! foundational! volunteers,! initial! hard! asks! should! come! directly! from! the! candidate.!These!are!the!most!important!calls!the!candidate!will!make,!as!each! new! volunteer! increases! the! campaign’s! reach.! If! candidates! are! resistant! to! making!hard!asks,!they!should!be!reminded!that!every!volunteer!they!recruit! has!the!potential!to!bring!in!an!additional!10!to!100!votes.!! Phone!Calls! Phone!calls!are!the!most!efficient!method!of!volunteer!recruitment!because!of! the! sheer! number! of! contacts! a! caller! can! make! in! a! single! shift.! ! Volunteer! recruitment! calls! are! most! effective! when! they! include! a! hard! ask,! so! callers! should! always! recruit! for! a! specific! event! rather! than! a! just! extend! a! general! invitation!to!volunteer.! Phone!calls!and!hard!asks!work!exceptionally!well,!but!there!are!thousands!of! people!in!each!seat!we!will!not!be!able!to!contact!by!phone.!These!people!will! need!to!be!reached!via!word!of!mouth,!social!media,!or!email.!! Word!of!Mouth! Word! of! mouth! will! be! important! to! reach! groups! of! supporters! that! we! will! not!be!able!to!contact!via!traditional!means!for!various!reasons.!!All!volunteers! and! supporters! should! spread! the! word! amongst! family! and! friends! and! be! reminded! that! if! everyone! brought! along! one! extra! person,! the! campaign! capacity!would!double.!It!is!a!good!idea!to!have!dedicated!events!where!every! volunteer!has!to!try!and!bring!someone!who!has!never!phone!banked!before.! Have! little! acknowledgments! like! every! time! someone! refers! a! new! person! they!get!a!prize!or!a!star!on!the!wall.!

Social!Media! Social!Media!is!effectively!online!word!of!mouth!and!will!enable!the!campaign! to!reach!supporters!it!otherwise!would!not!be!able!to.!While!social!media!is!an! increasingly!important!part!of!field!campaigning!it!is!a!more!effective!volunteer! recruitment! tool! than! it! is! for! persuasion! and! winning! votes.! Social! media! is! similar! to! email,! in! that! it! can! be! a! useful! tool! for! informing! supporters! of! upcoming! events,! and! reaching! mass! groups! of! people! very! efficiently,! however!nothing!is!as!effective!as!a!faceLtoLface!conversation!or!a!phone!call.! A!volunteer!ask!via!social!media!or!email!is!NOT!a!hard!ask.! Emails! Emails! can! be! effective! for! engaging! those! people! already! active! in! the! campaign,!but!they!should!only!ever!be!used!in!combination!with!another!form! of! communication.! Emails! to! active! volunteers! with! information! about! future! volunteering! opportunities! should! go! out! once! a! week! and! include! a! link! for! people! to! RSVP! online.! This! is! a! good! way! to! inform! regular! volunteers! of! events,! however! even! regular! volunteers! who! sign! up! this! way! still! require! a! confirmation! call! from! their! organiser! the! night! before! an! event.! CityLwide! emails!should!come!from!one!source!to!ensure!consistency!and!limit!excessive! emails.! All!volunteer!lists!gathered!from!centralised!sources!via!website!sign!ups!and! emails! etc.! should! be! distributed! to! the! relevant! field! organisers! to! contact.! This!should!be!done!ASAP.! Constituency!Outreach! Another!way!to!recruit!volunteers!to!the!campaign!will!be!by!reaching!out!to! existing!groups!and!organisations!sympathetic!to!our!cause.!These!groups!can! greatly! expand! output,! but! don’t! get! bogged! down! trying! to! get! groups! who! are!resistant.!
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VOLUNTEER RECRUITMENT COMMON PUSHBACKS
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“No!time!to!talk”— I!can!call!back!later!tonight,!or!I!can!keep!this!quick. !“Not! sure! about! volunteering”— I! was! nervous! too! at! first,! but! now! I’m! talking!to!you!!We!have!great!people!on!our!team!who!will!take!you!through! the! training! until! you! feel! comfortable.! We! can! start! by! signing! you! up! for! a! phone! bank! and! if! that’s! not! your! thing! we! can! find! another! way! for! you! to! help.!Does!that!sound!OK? “I! wouldn’t! be! any! good”—Trust! me,! I! thought! the! same! thing! before! my! first!time.!But!the!trainers!we!have!here!are!fantastic!and!soon!you!realise!that! you!don’t!need!to!know!the!ins!and!outs!of!every!policy!decision,!it’s!just!like! talking! to! your! neighbour.! Can! you! come! and! attend! one! of! our! nightly! trainings! and! see! what! you! think,! and! if! you! decide! talking! to! voters! is! not! really!your!thing,!we!have!other!ways!you!can!help!out!the!campaign!too. “I! don’t! have! time! to! volunteer”— We! understand! that! people! are! busy,! but!most!of!our!volunteers!are!working!full!time!and!raising!a!family.!They!just! put!aside!a!couple!of!hours!in!their!week!or!month!to!come!by!and!make!some! calls.! When! people! come! in! once! and! see! firsthand! the! difference! they! can! make!they!usually!end!up!coming!back!again.!Would!you!be!able!to!just!attend! a!brief!training!or!come!by!the!office!and!pick!up!a!poster!for!your!house?! “I! don’t! want! to! make! calls”—! I! understand.! To! be! honest,! I! don’t! particularly!like!calling!either,!but!I!do!it!because!it!really!is!the!most!effective! tool!we!have!if!we’re!going!to!win.!Would!you!be!able!to!come!and!attend!a! training!and!watch!other!people!make!a!few!calls?!Then!if!you!decide!that!it’s! still!not!for!you!we!can!find!other!ways!you!can!help!out.! !“I!can!only!make!calls!from!home”—We!do!prefer!people!to!come!into!the! HQ!because!then!we!can!all!be!on!the!same!page,!however!I’d!be!happy!to!set! you! up! with! a! virtual! phone! bank! so! you! can! make! calls! from! home.! Do! you! have! access! to! a! computer! and! the! internet?! I’ll! just! need! you! to! attend! a! training!in!our!office!on!how!to!use!virtual!phone!bank,!and!then!we!can!get! you!started.!

! !“I! don’t! give! out! my! contact! information”—We’re! working! to! win.! We! don’t! waste! time! to! bug! people.! If! we! email! or! call! you! it’s! only! because! it’s! important.!Any!information!you!give!us!will!be!kept!private!and!confidential. “I! already! get! the! emails”— Do! you! get! them! from! your! local! organiser! talking! about! upcoming! events?! The! emails! the! campaign! sends! are! different! to!the!ones!you!may!receive!from!the!party.!We!are!not!asking!for!money,!we! only!email!about!local!volunteer!opportunities.! “I’ll!just!go!to!the!website”— You!can!do!that!too!but!it’s!really!important!to! us!that!we!build!a!strong!grassroots!campaign!so!I’d!like!to!talk!with!you!L!this! can!take!less!than!2!minutes. “The! election! is! too! far! away”—Our! best! chance! of! winning! is! taking! advantage!of!the!time!we!have!now.!Efforts!later!in!the!year!will!simply!not!be! enough.!Can!you!find!a!few!hours!next!week!when!you’ll!be!able!to!join!us!to! do!this!work? !“This!is!a!safe!Labor!seat”— That!might!have!been!the!case!historically,!but! the! polls! show! that! this! election! is! going! to! get! down! to! the! wire,! and! every! vote!is!going!to!count.!That’s!why!what!we’re!doing!is!so!important. “Labor!has!no!chance”—! While!we!are!down!in!the!polls,!the!election!is!not! lost.!We!are!going!to!be!working!hard!until!election!night!talking!to!voters!in! the! community! and! telling! them! about! the! values! that! you! and! I! so! strongly! believe! in.! This! seat! is! very! much! a! winnable! seat! and! with! a! strong! local! member!we!think!we!can!hold!it.!

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! VOLUNTEER RECRUITMENT TARGETS!
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Active!branch!members! Inactive!branch!members! Friends!and!family!of!your!candidate! Constituents!that!have!been!helped!by!the!candidate! Booth!rosters!from!previous!Local,!State,!and!Federal!elections! Volunteer!lists!from!previous!campaigns! People!with!an!old!Electrac!account!from!the!2011!State!election! Ethnic!groups!within!your!electorate! Local!community!groups! Union!members! Personal!networks! Candidate!Christmas!Card!Lists! Donors!

VOLUNTEER ACTIVITIES!
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Gone! are! the! days! when! stuffing! mail,! letterboxing,! handing! out! for! a! couple! hours! on! Election! Day,! and! having! a! poster! in! your! front! yard! are! standard! expectations! from! our! strongest! supporters.! Our! volunteers! need! to! understand! that! in! order! to! win! votes,! we! have! to! talk! to! voters.! Every! volunteer! should! be! strongly! encouraged! to! participate! in! voter! contact,! because!posters!don’t!win!votes!!!

VOTER CONTACT
Often!volunteers!are!resistant!to!engaging!in!voter!contact!because!they!are!too!nervous!or! lack! confidence.! Trainings! are! an! excellent! way! to! combat! this,! because! they! introduce! volunteers!to!voter!contact!in!a!comfortable,!nonthreatening!environment.!!Volunteers!who! attend! a! comprehensive! training! feel! more! confident! and! prepared,! and! are! much! more! likely!to!try!their!hand!at!voter!contact!than!those!who!do!not.!This!is!a!key!element!of!the! campaign’s!culture!and!overall!training!program,!and!is!the!reason!why!it!is!so!important!to! have!as!many!people!attend!the!trainings!as!possible.!!

Other!Volunteer!Ac;vi;es!
•  Data!Entry! •  Consctuent!group!leader! •  Front!desk/Sign!in! •  Provide!food!for!volunteers! •  Social!media!outreach! •  Host!a!campaign!event!(large!space)! •  Host!local!event!(residence)! •  Photograph!events! •  Donate!campaign!materials! •  Envelope!stuffing! •  Leferboxing! •  Display!a!poster! •  Deliver!and!put!up!street!poster! •  Street!stalls!at!markets!etc.! •  High!visibility!accvices! •  Hand!out!on!Eleccon!Day! •  Ask!potencally!interested!friend!

Volunteers!Who!Refuse!to! Engage!in!Voter!Contact! Some!people!will!be!very!resistant!to! phoning!or!doorknocking,!but!only! those!who!are!still!unwilling!after!a! both!a!hard"ask!and!a!soft" introduction!(invitation!to!attend!a! training),!should!be!given!other! options!! ! Volunteers!Who!Are!Not!Well! Suited!to!Voter!Contact! Not!everyone!is!suitable!for!voter! contact.!If!it!is!clear!that!someone!is! struggling!on!the!phone,!getting! into!heated!conversations,!or! lowering!the!productivity!of!those! around!them!they!should!be!guided! to!a!more!suitable!role.!!

VOLUNTEER EXPERIENCE
! Volunteers!are!our!most!valuable!resource,!but!they!are!also!people.!Always!keep!in!mind! that! volunteers! are! human,! and! never! ask! a! volunteer! to! do! something! you! wouldn’t! do! yourself.!Volunteers!are!not!paid,!so!they!will!not!come!back!if!they!have!an!overall!negative! volunteer! experience.! A! good! volunteer! experience! should! make! volunteers! feel! like! they! are!on!the!inside!of!something!special!and!engaged!in!something!worthwhile.!They!should! always!feel!valued!by!staff!and!the!candidate!for!their!hard!work,!but!when!possible!their! work!should!also!be!fun.!Working!to!improve!the!volunteer!experience!will!go!a!long!way!to! creating!an!inclusive!campaign!culture!and!a!strong!army!of!happy!volunteers.!

New Volunteers
New! volunteers! can! often! feel! intimidated! or! out! of! their! element,! so! it! is! important! for! organisers!to!make!them!feel!as!comfortable!and!welcome!as!possible!before!asking!them! to! get! to! work.! ! At! the! very! minimum,! new! volunteers! should! be! warmly! greeted! by! organisers,!shown!around!the!call!centre,!and!introduced!to!other!volunteers!before!getting! started.!!

One on Ones
In!order!to!engage!with!volunteers!and!make!them!feel!valued,!organisers!should!hold!10L20! minute!one!on!one!meetings!with!new!volunteers.!During!one!on!ones,!both!volunteers!and! organisers! should! share! their! personal! story.! ! This! helps! the! organiser! understand! the! volunteer’s! background! and! why! they! want! to! help! out! and! gives! the! volunteer! an! opportunity! to! ask! questions! about! the! campaign! and! learn! more! about! the! organiser.! When! organisers! and! volunteers! connect! during! One! on! Ones! the! entire! team! is! strengthened!and!the!campaign!becomes!more!productive!as!a!whole.!! One! on! Ones! are! also! a! chance! for! organisers! to! assess! the! ability,! availability,! and! constraints! of! each! volunteer! and! identify! potential! volunteer! leaders.! For! example,! a! volunteer!who!is!highly!capable!but!works!long!hours!would!probably!only!be!able!to!attend! a! limited! number! of! events,! but! someone! who! is! relatively! inexperienced! but! has! a! lot! of! free! time! should! be! encouraged! to! come! to! additional! trainings! and! take! on! more! responsibility!as!the!organiser!sees!fit.!!

Share Stories
Everyone!should!be!encouraged!to!share!particularly!good,!bad,!or!funny!conversations!with! other!volunteers!at!their!table.!Sharing!these!stories!helps!bring!people!together!and!breaks! up! the! monotony! of! calls! while! still! staying! on! focus.! If! conversations! get! out! of! hand! however,!it!is!the!responsibility!of!the!Phone!Bank!Coordinator!to!get!a!chatty!group!back! on!track.!

Recognising Volunteers
All! volunteers! should! be! recognised! for! their! efforts! and! thanked! for! their! contributions! both!verbally!and!in!writing.!When!volunteers!leave,!organisers!should!always!debrief!and! thank! them! for! their! work! (and! send! them! off! with! a! hard! ask!).! ! Volunteers! who! attend! special!events!or!go!above!and!beyond!to!help!should!receive!a!call!or!handLwritten!thank! you!note.!! Additionally,! volunteers! who! take! on! leadership! roles! or! assume! extra! responsibilities! should!be!further!recognised.!A!designated!volunteer!wall!is!a!nice!way!to!recognise!regular! volunteers,! and! having! name! badges! made! for! table! captains! and! volunteer! trainers! is! a! small!gesture!that!speaks!volumes!to!the!value!of!their!role!to!the!campaign!structure.!!! Volunteers! should! also! be! recognised! by! the! candidate.! This! should! be! done! not! only! in! statements!to!the!media!but!also!to!volunteers!directly.!!

Taking Care of Volunteers
Volunteers!should!always!enjoy!volunteering,!and!should!never!be!unhappy!about!coming! to!the!field!office.!Organisers!and!campaign!staff!should!treat!volunteers!with!respect,!and! have!time!to!listen!to!their!concerns!and!answer!their!questions.!! It! is! important! not! to! rely! constantly! on! the! same! volunteers.! Give! volunteers! a! break,! otherwise!even!the!most!passionate!supporter!will!burn!out!before!the!final!stretch.!Don’t! let! people! take! on! too! much,! and! if! their! help! is! not! absolutely! essential! ask! them! to! go! home.! The! tip! here! is! to! constantly! be! on! the! lookout! for! new! volunteers! and! to! have! a! much!larger!pool!to!draw!from.!Some!volunteers!may!only!come!in!once!in!a!blue!moon,!but! they!are!still!considered!active!volunteers,!and!still!have!a!role!to!play.! Most!importantly,!be!sure!to!have!fun.!!Have!nights!off!for!the!volunteers!that!have!nothing! to! do! with! politics!! Team! building! and! camaraderie! go! a! long! way! to! building! a! successful! campaign.!Friday!afternoon!drinks!at!the!local,!or!a!movie!night!are!simple!gestures!that!go! a!long!way!toward!creating!a!strong,!dedicated!team.!!!

Handling Problem Volunteers
Some! volunteers! will! be! slightly! difficult,! but! this! is! part! of! campaigning.! All! volunteers! should! be! respected! at! all! times! and! always! made! to! feel! included.! If! a! volunteer! is! distracting!others!and!creating!problems,!they!should!be!delicately!reassigned!to!a!task!that! will!not!lower!the!productivity!of!others.!This!being!said,!there!should!be!a!standard!practice! for!dealing!with!the!event!of!a!serious!problem!between!volunteers.!The!campaign!director! should! be! the! person! to! remove! someone! from! the! building! if! it! goes! that! far.! Difficult! volunteers!should!be!removed!from!lists!so!they!will!not!accidently!be!contacted!again.!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !

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TYPES OF VOLUNTEERS
! Everyone! is! different,! but! there! are! generally! 10! types! of! volunteers! on! any! campaign.! Understanding! which! type(s)! of! volunteer! someone! most! closely! resembles! can! help! organisers!improve!their!volunteer!management.!!
1.!In!it!for!the!cause! •  Driven!by!a!very!strong!conneccon!to!the!larger!cause!that!will!keep!them!coming! back,!no!mafer!what.!Organisers!should!acknowledge!their!commitment!and!push! them!to!become!volunteer!leaders.!! 2.!In!it!to!feel!part!of!it! •  Driven!by!the!sense!of!involvement!in!volunteering!provides.!Organisers!should!go! out!of!their!way!to!include!them!in!discussions.! 3.!In!it!for!the!experience! •  Seeking!to!gain!campaign!experience!and!learn!new!skills!from!volunteering.! Organisers!should!offer!them!a!wide!variety!of!tasks!and!invite!them!to!strategy! meecngs!and!staff!meecngs.! 4.!In!it!for!social!reasons! •  Driven!by!being!around!other!volunteers.!Organisers!should!make!sure!they!are! always!invited!to!fun!social!events,!and!get!to!work!collaboracvely!with!other! volunteers!as!much!as!possible.! 5.!In!it!for!the!CV! •  Driven!by!an!interest!in!working!in!policcs!or!future!campaigns.!Campaign!leaders! should!offer!to!be!a!reference!following!the!campaign,!and!talk!about!future!career! opportunices.! 6.!In!it!to!fill!;me! •  Volunteering!because!it!is!something!for!them!to!do.!Organisers!should!ask!them!to! volunteer!as!ohen!as!possible,!including!arriving!early!to!help!set!up!for!events.! 7.!In!it!to!gain!confidence! •  Seeking!to!use!their!volunteer!experience!to!build!selfLesteem.!Organisers!should!help! them!set!afainable!goals!and!provide!them!with!lots!of!posicve!reinforcement!and! acknowledgement!for!their!efforts.! 8.!In!it!for!fun! •  Driven!to!volunteer!in!their!spare!cme!because!they!find!campaigning!fun.!Organisers! should!take!care!not!to!be!negacve!about!campaigns!or!appear!jaded!around!these! volunteers.!! 9.!In!it!to!do!something!meaningful! •  Driven!by!contribucng!to!a!cause.!They!need!to!see!that!the!work!they!are!doing!is! genuinely!effeccve,!so!organisers!should!share!metrics!and!numbers!with!these!vols.! 10.!In!it!to!appear!to!be!volunteering! •  Driven!by!making!others!think!they!are!volunteering.!Organisers!make!sure!these! volunteers!actually!do!what!they!are!supposed!to!do!(talk!to!voters!rather!than!dial! and!hangLup,!etc.)!and!avoid!assigning!them!leadership!roles.!!

METRICS AND FORMULAS
! Metrics!and!formulas!are!general!guidelines!to!help!organisers!plan!for!events!and!calculate! how! many! volunteers! are! required! to! reach! goals.! Metrics! will! naturally! vary! for! different! types!of!scripts!and!call!formats!because!some!types!of!calls!are!just!more!involved!and!take! longer!than!others.!For!example,!a!persuasion!conversation!that!requires!volunteers!to!ask! multiple!questions!and!relate!their!personal!story!will!take!longer!than!a!simple!voter!ID!call,! so!a!persuasion!script!will!result!in!fewer!calls!per!hour!than!an!ID!script.!!

Volunteer!Shifts! All!volunteers!are!different.!Some!will!sign!in,!have!a!snack,!and!leave,!while!others!will!help! set!up,!dial!straight!through!call!time,!and!stay!to!help!enter!data.!Because!some!volunteers! will!end!up!getting!much!more!done!than!others,!it!is!more!useful!to!quantify!volunteers!in! terms!of!productivity!rather!than!raw!attendance.!The!most!straightforward!way!to!do!this! is! by! using! volunteer! shifts,! which! represent! the! average! productivity! of! an! average! volunteer!over!a!threeLhour!period.!

1!Volunteer!Shift!=!3!Hours!=!50!Dials!
Volunteer! shifts! are! useful!for!both!evaluating! the!productivity!of!a!completed!event,! and! for!projecting!the!number!of!volunteers!required!to!meet!goals!when!planning!events.!For! example,!if!a!4!hour!event!with!30!volunteers!only!resulted!in!1,000!calls,!that!means!each! volunteer!only!completed!about!two!thirds!of!a!shift.!The!low!productivity!of!this!event!is!a! red!flag!that!something!about!the!event!did!not!go!as!planned,!and!action!should!be!taken! to! prevent! similar! challenges! at! future! events.! Conversely,! if! a! 4! hour! event! with! 15! volunteers!resulted!in!1,125!dials,!that!means!each!volunteer!completed!roughly!1.5!shifts.! In!this!case,!the!high!productivity!of!the!event!means!that!something!probably!went!better! than!planned,!and!special!attention!should!be!given!to!discussing!best!practices!of!the!night! to!learn!from!this!success.!Volunteer!shifts!can!also!be!used!in!several!formulas!to!help!plan! for!events!and!set!reasonable!goals!for!events!based!on!expected!attendance.!!

Contact!Rate! The!contact!rate!is!highest!between!5:30!–!8:30pm!Monday!L!Thursday.!!With!lists!that!have! had! bad! numbers! removed! from! robocalls! the! typical! contact! rate! during! these! hours! is! around!33%.!During!the!daytime!and!on!weekends!this!rate!drops!to!around!25%.! !

FORMULAS FOR PERSUASION CALLS
! These!formulas!are!only!a!guide,!and!will!change!slightly!from!seat!to!seat.!The!script!being! used!is!not!the!only!factor!to!consider!when!calculating!metrics,!and!there!are!several!ways! the! call! list! itself! can! affect! dial! and! conversation! numbers.! The! way! a! particular! list! is! presented!will!impact!how!quickly!volunteers!can!make!calls.!Generally,!callers!with!paper! lists!can!dial!more!quickly!than!callers!using!virtual!phone!banks,!which!take!a!few!seconds! to!refresh!between!calls.!! In!addition!to!time!spent!in!training,!we!should!also!keep!in!mind!that!a!threeLhour!shift!is! very!rarely!three!hours!of!continuous!call!time.!People!like!to!move!around!and!talk!to!their! neighbours,! and! they’re! even! allowed! to! go! to! the! toilet,! so! it’s! better! to! assume! that! volunteers!call!for!approximately!two!thirds!of!each!shift.!! ! !

Paper!Lists:!1!shih!=!60!dials!=!20!conversacons!!
• A!standard!persuasion!script!and!paper!list!will!result!in!a!single!volunteer!making! 25!dials!and!approximately!8!conversacons!per!hour.!! • Allowing!for!training!and!breaks,!this!results!in!approximately!60!dials!and!20! conversacons!per!shih.!! • This!means!if!the!nightly!goal!is!1,000!dials!and!330!conversacons!there!would!need! to!be!17!volunteer!shihs!completed!to!meet!the!goal.!!

Virtual!Phone!Banks:!1!shih!=!50!dials!=!16!conversacons!
• A!standard!persuasion!script!and!a!virtual!phone!bank!will!result!in!a!single! volunteer!making!20!dials!and!approximately!7!conversacons!per!hour.!! • Allowing!for!training!and!breaks,!this!results!in!approximately!50!dials!and!16! conversacons!per!shih.!! • This!means!if!the!nightly!goal!is!1,000!dials!and!330!conversacons!there!would!need! to!be!21!volunteer!shihs!completed!to!meet!the!goal.!!

!

! !

GOALS
! Dials!and!conversations!are!important,!but!it!is!important!not!to!lose!sight!of!what!is!most! important,!which!is!moving!voters.!This!is!difficult!to!measure!in!quantitative!terms,!which!is! why! qualitative! feedback! is! so! important.! Volunteers! should! indicate! if! they! feel! like! the! conversation!they!had!moved!the!voter!towards!a!strong!Labor!vote.!This!is!a!good!way!for! organisers! to! track! the! effectiveness! of! scripts,! training,! and! messaging.! When! the! goals! drastically!increase!in!the!final!phase!of!the!campaign!this!assumes!volunteers!will!complete! multiple!shifts!throughout!the!week.! These!goals!assume!a!33%!Contact!rate!and!50!dials! per!volunteer!shift.! Week$ 22$ 21$ 20$ 19$ 18$ 17$ 16$ 15$ 14$ 13$ 12$ 11$ 10$ 9$ 8$ 7$ 6$ 5$ 4$ 3$ 2$ E:Week$ $ Dates$ April$13:19$ April$20:26$ April$27:May$3$ May$4:10$ May$11:17$ May$18:24$ May$25:31$ June$1:7$ June$8:14$ June$15:21$ June$21:28$ June$29:July$5$ July$6:12$ July$13:19$ July$20:26$ July$27:Aug$2$ August$3:9$ August$10:16$ August$17:23$ August$24:30$ August$31:Sep$6$ September$7:13$ TOTAL! Contacts$ 165$ 165$ 165$ 165$ 165$ 181$ 198$ 214$ 231$ 247$ 264$ 280$ 297$ 313$ 330$ 412$ 660$ 825$ 990$ 1,072$ 1,237$ 1,320$ 9,900! Dials$ 500$ 500$ 500$ 500$ 500$ 550$ 600$ 650$ 700$ 750$ 800$ 850$ 900$ 950$ 1,000$ 1,250$ 2,000$ 2,500$ 3,000$ 3,250$ 3,750$ 4,000$ 30,000! Volunteer$ Shifts$ 10$ 10$ 10$ 10$ 10$ 11$ 12$ 13$ 14$ 15$ 16$ 17$ 18$ 19$ 20$ 25$ 40$ 50$ 60$ 65$ 75$ 80$ 600!

!

100!

20! 0!

40!

60!

80!

1000!

2000!

3000!

4000!

5000!

1400! 1200! 1000! 800! 600! 400! 200! 0!

22!

21!

20!

19!

18!

17!

16!

15!

14!

13!

Dials!

12! Week! Week!

0!

Conversa;ons!

Volunteer!ShiSs!

ELECTORATE GOALS

Week!

11!

10!

9!

8!

7!

6!

5!

4!

3!

2!

ELWeek!

22! 21! 20! 19! 18! 17! 16! 15! 14! 13! 12! 11! 10! 9! 8! 7! 6! 5! 4! 3! 2! ELWeek!

22! 21! 20! 19! 18! 17! 16! 15! 14! 13! 12! 11! 10! 9! 8! 7! 6! 5! 4! 3! 2! ELWeek!

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!

!

TRAINING
!

Training! is! the! secret! to! running! a! good! field! campaign.! A! good! training! program! will! be! the! difference! between! an! average! campaign! and! a! great! campaign.! ! Training! can! be! time! consuming,! but! it! always! is! beneficial! in! the! long! run! because! volunteers! are! longLterm! investments,! and! the! more! knowledge! and! experience! volunteers! have,! the! more! effective! and! invested! they! will! be.! The! skills! they! acquire! will! be! useful! for! this! campaign! and! all! future! elections,! so! we! should! be! training! these! volunteers! to! become! the! leaders!of!future!campaigns.!! Trainings!do!not!need!to!be!long!and!tedious.!On!the!contrary,!they!should!be! interactive! and! heavily! based! in! roleLplays! and! practical! experience.! Longer! trainings!should!be!broken!up!with!fun!games!and!prizes!for!correct!answers! along!the!way.!

!

MESSAGING
!

Understanding!what!makes!an!effective!persuasion!call!is!the!hardest!part!of!a! voter!contact!program,!but!it!is!the!key!to!a!successful!campaign.!Simply!telling! an! undecided! voter! to! support! your! candidate! is! not! nearly! as! effective! as! having! a! genuine! conversation! about! the! voter’s! concerns! and! clearly! communicating! what! the! candidate! is! doing! to! address! those! concerns! and! why! the! candidate! deserves! their! vote.! The! conversations! our! volunteers! will! have! with! undecided! voters! should! emphasise! the! candidate’s! accomplishments,! but! volunteers! should! focus! almost! entirely! on! those! accomplishments! that! have! most! impacted! their! lives! personally! and! avoid! simply! listing! every! high! point! of! the! candidate’s! record.! ! Not! only! does! this! take! the! pressure! of! having! to! be! political! experts! off! volunteers,! it! also! communicates!a!much!stronger!message!to!an!undecided!voter.!!

PERSONAL STORY
!

A! personal! story! is! a! volunteer’s! most! valuable! persuasion! tool,! and! time! should!be!spent!developing!each!volunteer’s!personal!story!to!be!as!effective! as!possible.!!Personal!stories!should!focus!on!the!key!event!or!pivotal!moment! in! a! volunteer’s! life! that! motivated! them! to! support! the! candidate! or! the! values!the!candidate!stands!for.!Personal!stories!should!also!relate!back!to!why! the! volunteer! is! involved! with! the! campaign! and! what! they! hope! their! work! will!accomplish!for!the!future.!!Everyone!has!a!personal!reason!for!supporting! the! candidate! even! if! it’s! just! that! the! candidate! is! a! nice! honest! person! and! you! trust! them.! That’s! a! powerful! message,! so! tell! it!! No! matter! what! your! personal!story!is,!bullet!points!are!no!match!for!a!genuine!conversation.!!! ! When! you! let! someone! off! the! leash! and! let! them! share! their! personal! story! for! why! they! are! giving! up! their! Monday! night! to! make! volunteer! calls! for! a! candidate,! it! sends! a! powerful! message! to! undecided! voters! and! inactive! supporters.! A! carefully! scripted! message! about! the! candidate’s! accomplishments!is!great,!and!does!have!a!place!in!voter!contact,!but!it’s!when! volunteers!are!encouraged!to!listen!to!the!voter,!find!a!connection,!and!relate! with!their!personal!story,!that!grassroots!campaigning!is!at!its!most!effective.!!
!

!

PERSUASION CONVERSATIONS
! Persuasion!conversations!can!seem!intimidating!at!first,!but!they!are!actually!very!easy!to!do! well.! The! first! step! is! simply! asking! the! voter! what! they! are! concerned! about! and! establishing! common! ground.! It! is! much! easier! to! have! a! conversation! with! voters! about! issues!that!are!important!to!them,!so!a!good!persuader!should!listen!more!than!talk.!After! finding!out!what!matters!to!the!voter,!persuaders!should!acknowledge!those!concerns!and! relate! them! back! to! elements! of! their! own! personal! story! to! form! a! personal! connection! with! the! voter.! After! showing! the! voter! that! they! share! common! interests,! persuaders! should! relate! the! interests! they! share! to! the! values! of! the! candidate! and! a! key! accomplishment! that! demonstrates! this! shared! value.! Finally,! the! conversation! should! conclude!with!a!contrast!between!the!shared!values!of!the!persuader,!voter,!and!candidate! with!the!values!of!the!opposition!in!order!to!illustrate!the!negative!effects!of!an!opposition! victory.!!These!steps!are!outlined!below!in!the!persuasion!model.!!

ACKNOWLEGE!
•  the!voter’s!concerns!and!relate!those!concerns!to! your!personal!concerns/experiences.! !

RELATE!
•  the!values!you!share!with!the!voter!to!values!you! both!share!with!the!candidate!or!party.! !

PIVOT!
•  !to!one!of!the!government’s!accomplishments!that! impacts!the!voter!or!relates!to!your!shared!value.!! !

CONTRAST!
•  your!values!with!Tony!Abbof’s!stance!on!those! issues!important!to!the!voter.!!

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!

Example Persuasion Conversation 1 – Swinging Labor/Liberal Voter
Voter:!The!Labor!Party!is!corrupt!! Volunteer:!I!understand!how!it!seems!that!way.!I!must!admit,!even!as!a!supporter!of! the!Labor!Party!I’ve!been!very!upset!with!recent!events.!However,!I!still!believe!it!is! very! important! to! rebuild! the! party! in! NSW! and! I! think! it! is! crucial! to! have! good! honest!local!members!like!Candidate!X!there!to!be!the!future!of!the!party.!I’m!proud! to! support! Candidate! X! who! has! helped! deliver! accomplishment! A,! which! has! impacted!me!personally!by!_________.!I!strongly!believe!in!accomplishment!A!and! I’m! afraid! that! if! Tony! Abbott! becomes! Prime! Minister! he! will! reverse! accomplishment!A,!which!would!hurt!_____.! Voter:!Well!I!don’t!mind!Candidate!X,!I!think!they!are!a!decent!local!member.! Volunteer:! Well! I! agree,! and! it! is! really! important! that! the! good! members! like! Candidate! X! are! not! punished! for! the! mistakes! of! others.! So! I! am! asking! for! your! support!on!September!14th! It! is! okay! to! acknowledge! corruption,! or! leadership! change,! or! show! displeasure! about! something! about! the! party.! Persuasion! conversations! need! to! be! genuine! otherwise! they! won’t!be!effective,!so!be!honest!and!let!the!voter!know!if!you!don’t!like!something.!This!is! all!part!of!the!persuasion!model.!If!you!acknowledge!and!relate!to!a!voter,!they!are!much! more!likely!to!listen!to!your!next!point!and!be!receptive!to!the!key!message.!After!all!there! must!be!a!reason!you!are!still!volunteering!even!though!you!dislike!something!the!party!has! done.! !

Example 2 – Swinging Labor/Green Voter
Voter:!!Labor!hasn’t!done!enough!for!marriage!equality! Volunteer:! Gay! rights! is! very! important! to! me,! and! it’s! actually! the! reason! I’m! volunteering!my!time!to!reach!out!to!voters!like!you!today!instead!of!spending!the! weekend!with!my!friends.!Many!of!my!best!friends!are!gay,!and!I!would!like!them!to! have!the!opportunity!to!marry!the!person!they!love.!However,!it!has!been!a!Labor! government!that!has!delivered!full!legal!recognition!of!same!sex!couples,!the!right!to! adoption,!hospital!visitation,!and!will!be!the!party!to!legalise!the!last!remaining!step.! I! really! believe! gay! rights! will! only! go! backwards! if! Tony! Abbott! is! elected! Prime! Minister,! and! that! is! really! just! unacceptable.! My! friends! deserve! better,! and! they! are!the!reason!why!it!is!so!important!we!vote!1!for!Labor!on!September!14th.!

Make!sure!you!say!you!are!a!volunteer.!No!one!wants!to!listen!to!someone!who!is!paid!by! the! candidate.! The! fact! that! you! gave! up! your! Saturday! afternoon! is! a! strong! message! in! itself.!You!can!be!candid!and!say!that!you!are!nervous!or!that!you!don’t!like!calling!people,! but!you!do!it!because!it’s!important!to!you.!

PREFERENCE PERSUASION CONVERSATIONS
If!a!voter!identifies!as!a!supporter!of!a!candidate!who!will!not!likely!feature!in!a!twoLparty! preferred! count,! it! is! still! important! to! hold! a! persuasion! conversation.! If,! after! having! a! standard! persuasion! conversation,! the! volunteer! believes! the! voter! is! unlikely! to! change! their! first! preference! it! is! important! to! move! into! a! second! preference! persuasion! conversation.! This! conversation! relies! on! the! same! persuasion! method! to! use! a! common! value,!whether!it!is!the!environment!or!education,!and!find!a!contrast!with!what!an!Abbott! led!government!might!look!like.!In!these!conversations,!it!is!especially!important!not!to!be! condescending!or!hostile,!but!the!point!needs!to!be!made!that!ultimately!their!preference! will!likely!flow!to!either!the!Labor!candidate!or!the!Coalition.!! If!the!voter!is!openly!hostile!towards!the!Labor!Government!and!is!effectively!protest!voting,! volunteers!should!just!thank!the!voter!for!their!time!and!end!the!conversation.!! ! Preference!Persuasion!Example!1!–!Voter!who!mentioned!they!had!young! children!!! Voter:!I!just!don’t!like!either!of!the!major!parties.!! Volunteer:!I!understand.!I!feel!a!little!frustrated!sometimes!too!but,!as!a!mother!of! two! primary! school! children,! education! is! very! important! to! me.! ! Under! this! Labor! government,!school!funding!has!almost!doubled!and!I!can!see!a!real!difference!in!the! quality! of! their! schooling.! I! am! worried! that! an! Abbott! Government! would! cut! funding!to!education,!and!my!kids!would!miss!out!on!the!education!they!deserve.!! Voter:!Well,!I!don’t!want!Abbott!as!PM.! Volunteer:!Well!neither!do!I.!It’s!important!to!remember!that!in!our!electorate!it!is! likely! to! come! down! to! a! two! party! count,! which! means! that! who! you! put! as! your! second! preference! will! matter.! So! if! you! don’t! want! Tony! Abbott! to! be! your! Prime! Minister!it’s!very!important!to!put!his!candidate!last!on!your!ballot.! Voter:!Well!I!certainly!wouldn’t!wish!that!on!anyone,!he’s!the!worst!of!the!lot!! Volunteer:!I’m!glad!we!can!agree!on!that!!!

Different!styles!work!for!different!people.!Some!people!fumble!their!way!through!and!still! get!good!results.!It!can!be!disarming.!Some!people!bully!information!out!of!people.!It!just! depends.! Example!2!–!Voter!who!says!they!will!be!voting!Green! Voter:!The!Carbon!Tax!just!didn’t!go!far!enough.!! Volunteer:! As! a! grandmother! of! three,! I! worry! about! climate! change! as! well.! The! Carbon!Tax!wasn’t!the!answer!to!all!of!our!problems,!but!it!was!certainly!a!step!in! the!right!direction!towards!making!sure!my!grandchildren!and!their!children!have!a! secure!future.! Voter:!Well,!what!else!is!Labor!going!to!do!to!make!sure!that!happens?! Volunteer:!I!don’t!know!exactly!what!other!policies!Labor!would!put!in!place,!but!I! would!hate!to!see!even!the!smallest!steps!reversed,!which!is!what!I’m!afraid!would! happen!if!Tony!Abbott!is!elected!Prime!Minister.!! Voter:! I! agree! that! Abbot! is! the! wrong! choice! for! PM.! Labor! might! not! be! my! first! choice,!but!Abbot!is!definitely!my!last.!! Just!relax!and!be!yourself.!You’re!not!going!to!lose!a!vote!by!saying!the!wrong!thing.!It’s!ok! to!say!“I!don’t!know!“.!You!are!a!supporter!of!the!candidate,!not!their!media!representative.! You!don’t!need!to!know!all!their!stances!on!every!issue,!just!the!reason!you!support!them.!

ADDITIONAL THINGS FOR PERSUADERS TO KEEP IN MIND:
L L L L L L L ! You!don’t!have!to!change!the!mind!of!every!voter!you!talk!to.! You!don’t!have!to!move!a!voter!very!far!for!it!to!be!a!successful!call.! Moving!a!voter!is!a!relatively!subjective!practice.! Often!a!good!conversation!just!plants!a!seed!in!the!mind!of!the!voter,!who!may!go! away!and!think!about!the!conversation,!! A! successful! conversation! might! influence! a! voter! on! Election! Day,! or! just! soften! them!for!a!future!call!from!the!campaign.! Sometimes!just!leaving!a!positive!impression!of!a!polite,!dedicated!volunteer!can!be! enough!to!sway!a!voter’s!opinion! If! the! voter! is! still! undecided! and! would! benefit! from! a! conversation! with! the! candidate!there!will!be!an!option!to!indicate!candidate"call"back.!

PERSUASION COMMON PUSHBACKS
! “No!time!to!talk”—I!can!keep!this!quick,!or!I!can!just!call!back!later!tonight.! “Both!parties!are!the!same”—I!agree!that!sometimes!it!sounds!like!all!politicians!speak! the! same! language,! but! for! me! personally! there! is! a! clear! choice! in! this! election…! (use" personal"story)! Example! A)! As! a! mother! of! 2! young! children! in! primary! school,! education! is! something!that!is!very!important!to!me.!Under!this!Labor!government!investment!in! schools!has!almost!doubled!and!I’m!afraid!that!public!school!funding!will!be!one!of! the!first!things!to!go!under!Tony!Abbott.!!! Example! B)! I! strongly! support! this! Labor! government’s! initiative! to! implement! a! National!Disability!Insurance!Scheme.!!My!brother!Brian!has!a!disability!and!relies!on! the!public!healthcare!system.!The!NDIS!has!really!improved!Brian’s!standard!of!living,! not!to!mention!invested!an!extra!$20bn!in!public!hospitals,!but!Tony!Abbott!would! look!to!cut!funding!for!the!NDIS.!I!care!about!my!brother!but!I’m!worried!that!Tony! Abbott!does!not,!so!I’m!speaking!to!as!many!people!like!you!as!I!can!to!make!sure! Abbott!doesn’t!have!a!chance!to!take!away!services!Brian!and!people!like!him!rely!on! every!day.!!! “My!vote!doesn’t!matter”—You’re!right!that!this!election!probably!won’t!be!decided!by! one!vote,!but!there!are!a!enough!people!like!you,!that!your!votes!are!actually!going!to!make! all!the!difference.!It’s!going!to!be!a!close!election,!and!I’m!volunteering!my!time!make!sure! as!many!people!as!possible!know!how!important!their!vote!is.!Your!vote!matters,!and!there! is!too!much!at!stake!to!not!use!it!for!what!you!believe!in.! “I’m! not! interested! in! politics”—! That’s! ok,! I! don’t! blame! you!! I! probably! wouldn’t! be! interested! in! politics! either! if! it! wasn’t! for! (element" of" personal" story),! but! I! care! so! much! about!________!that!I’m!volunteering!my!time!to!help!support!Candidate!X?! “Who!I!vote!for!is!private”—!I!understand!that,!and!that’s!ok.!I’m!supporting!Candidate!X! because! (brief"version"of"personal"story)," and!I!hope!you’ll!keep!me!in!mind!when!you!cast! your!vote,!because!it!really!is!important!to!me.!! “Where!did!you!get!my!phone!number/!I!am!on!the!do!not!call!list”—! We!get!our! lists!from!the!electoral!roll,!which!is!available!to!the!public!and!political!calls!actually!don’t! apply! to! the! do! not! call! list.! I’m! just! a! volunteer! making! calls! because! I’m! worried! about! (issue/person"of"importance)." I!can!make!sure!that!we!take!you!off!our!list!so!we!won’t!call! you!again,!but!can!I!quickly!tell!you!why!this!election!is!so!important!to!me!personally? !

NIGHTLY PHONE BANKS
! Nightly!phone!banks!will!run!from! 5:30!–!8:30pm!Monday!–!Thursday.!This!is!the!time!with! the! highest! contact! rate,! and! starting! at! 5:30pm! gives! people! a! chance! to! come! straight! from! work.! No! calls! should! be! made! after! 8:30pm.! Ask! people! to! arrive! early,! with! the! expectation!that!training!will!start!at!5:30.!For!people!arriving!late!from!work,!let!them!join! the!training!and!then!seat!them!at!a!table!with!a!table!captain!who!can!take!them!through!a! shorter!version!of!the!training!once!call!time!begins.!! There! is! also! a! weekend! phone! bank! on! Saturday! from! 12_4pm,! which! should! coordinate! with!any!door!knocking!taking!place.!Friday!nights!are!typically!not!good!times!to!call.!

Setting!up! ! Before! any! volunteers! arrive! for! the! phone! bank,! the! Phone! Bank! Coordinator! and! other! organisers! should! set! up! the! room! and! have! scripts! and! call! lists! ready! to! go.! The! first! volunteers!who!walk!in!should!not!have!to!wait!to!get!started,!even!if!they!are!10!minutes! early.!Wasting!precious!call!time!on!set!up!that!should!have!been!done!before!hand!could! mean! losing! the! votes! we! need! to! win.! Organisers! and! volunteer! leadership! should! be! familiar!with!their!assigned!roles!and!arrive!at!least!one!hour!early!to!help!set!up!and!help! with!any!volunteers!who!arrive!early.! ! 5:15pm:!Volunteer!SignYIn!! ! As!volunteers!arrive!the!greeter!will!welcome!them,!have!them!signLin,!give!them!a!name! tag,!and!show!them!to!the!training!area.!Volunteers!who!arrive!early!can!be!set!up!in!small! pods!of!about!5L6!people!and!get!to!know!each!other!before!training!begins.!! ! 5:30pm:!Training!! ! Every!nightly!phone!bank!will!begin!with!a!training!for!all!volunteers.!The!nightly!trainers!will! address!the!whole!room!to!go!over!the!script!for!the!night!and!give!updates!on!the!progress! of!the!campaign.!This!time!should!also!be!used!to!go!over!some!achievements!of!the!local! candidate!and!the!government!as!talking!points.!! New!Volunteers!! New!or!inexperienced!volunteers!will!be!trained!to!have!persuasion!conversations!

and!learn!how!to!use!Campaign!Central!and/or!fill!out!paper!list!call!sheets.!Part!of! this!training!will!include!role!play!with!a!partner.!! 6:30—8:25pm:!Call!Time! ! By!6:30!new!volunteers!will!have!finished!training,!and!all!volunteers!should!be!calling! voters.!At!8:25pm!volunteers!should!finish!the!call!they!are!on.!All!calls!should!be!finished! by!8:30pm.!! 7:00__8:00pm:!The!Hour!of!Power:!! This!is!by!far!the!best!time!to!call,!and!during!this!period!distractions!should!be! minimised!to!encourage!all!volunteers!to!focus!on!the!task!at!hand.!!! ! 8:30!–!8:40pm:!Debrief!! ! After!the!last!calls,!everyone!will!meet!for!a!10Lminute!debrief.!Organisers!will!ask! volunteers!to!share!examples!of!both!positive!and!difficult!conversations!they!had!with! voters.!!This!is!a!good!time!to!share!best!practices,!and!often!other!people!have!great! suggestions!on!how!they!dealt!with!a!similar!situation.!This!is!good!for!everyone,!including! the!organiser,!who!can!see!how!effective!the!script!is!and!the!call!universe!of!the!night.!The! organiser!should!end!by!going!over!the!numbers!for!the!night/week/!month/!campaign.! These!numbers!can!be!total!dials,!total!conversations,!total!IDs,!total!moved!votes,!total! volunteers!recruited,!total!volunteer!shifts!completed.!Remember,!qualitative! measurements!are!just!as!important!as!quantitative!measurements.!

8:45YY9pm:!Clean!up! Phone!Bank!Coordinator!and!organisers!clean!the!room!and!lock!up.!! !

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THE FLAKE RATE
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The!flake!rate!is!the!percentage!of!people!scheduled!to!attend!a!phone!bank! who! simply! do! not! show! up,! and! is! one! of! the! most! frustrating! things! organisers!deal!with.!Flake!rates!will!vary!depending!on!how!volunteers!were! scheduled,!but!typically!50%!of!invitees!will!not!turn!up!unless!steps!are!taken! to!counteract!the!flake!rate.!!

MINIMISING THE FLAKE RATE
Invite!with!a!hard!ask.!Invitations!with!a!hard!ask!are!a!good!first!step!towards! minimising!the!flake!rate.!People!naturally!feel!more!obligated!to!attend!when! they!commit!to!arriving!at!a!specific!time!versus!simply!agreeing!to!try!to!come! by.!! Email!event!details.!! Volunteers!who!sign!up!should!receive!a!reminder!email! with!event!details!and!a!contact!number!to!call!in!case!of!questions.!! Confirm! 24! hours! in! advance.! Confirmation! calls! the! day! before! are! very! important,!and!they!significantly!increase!attendance!levels.!They!can!be!short! and!sweet,!but!they!should!never!be!forgotten.!Confirmation!calls!are!one!of! the!only!times!it’s!a!good!idea!to!leave!messages.!" Ask!them!to!bring!something.! Volunteers!who!are!responsible!for!the!success! of! the! event! are! much! more! likely! to! attend.! Ask! volunteers! to! bring! extra! pens,! paper! plates,! a! snack! to! share,! etc.! and! remind! them! of! their! commitment!in!the!confirmation!call.!! Follow! up! with! no_shows.! Call! the! noLshows! and! let! them! know! they! were! missed.! Ask! them! why! they! didn’t! attend! and! try! to! reschedule! them! for! another!event.!This!holds!volunteers!accountable!for!their!actions!and!can!help! build! for! the! next! event.! Keep! track! of! people! who! consistently! noLshow! for! events!and!take!them!off!the!invite!list!to!avoid!wasting!time!inviting!someone! who!will!never!show!up.!!
!

NSW

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