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here's the key "problem":
they have separate lines for each candidate. you dial one number for candidate one, a different number for candidate two, etc.
now, if all these lines had infinite capacity, that would be fine. however, they don't. each line has limited capacity, they can only process so many calls at a given time, only so many calls in the two hour voting window.
let's say there are two candidates. i'll call one "rueben" and the other one "clay" for argument's sake. let's say that 10 million callers want to vote for rueben and 5 million want to vote for clay.
but the lines can only handle 2 million calls in the two hour window. busy. busy. busy. each line will tally very close to 2 million votes. it all depends on the subtle randomness of how much TIME during the line spent at peak capacity. so the vote ends up at 1,999,853 to 1,998,734. very, very, close.
now compare to having a single voting line where you touch-tone 1 for rueben, 2 for clay.
at any given moment, 2/3 of the callers are voting for rueben. so rueben will win 2/3 of the votes. very simple.
in the above example, the "right" person won, but that was far more out of luck than anything else. given that the structure encourages very close voting, randomness can take over easily.
i should note that the phone companies could easily set it up so that there is (virtually) infinite capacity even on the multiple lines. but the producers do NOT want this. they WANT close voting, they WANT surprises, they WANT controversy, and they WANT busy signals (it makes people feel the show is oh so popular).
so companies do this for their call centers. l.l.bean was famous for this. they wanted to give the impression that they were a swamped mom and pop shop, so they cut back on the lines in order to INCREASE busy signals to the desired level.
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