Technology use and psychosocial factors in the self-reporting of musculoskeletal disorder symptoms in call center workers

PROBLEM: Evidence exists to suggest that working with computer terminals and keyboards is associated with the development and exacerbation of a range of musculoskeletal disorders (MSDs). Research has suggested that psychosocial factors may be of more importance than computer use factors in the development of MSDs in the computing workplace. METHOD: A questionnaire-based study was undertaken to test this hypothesis in a sample of 67 call center workers. A Spearman's rho was performed on the data, as well as chi(2) tests on the individual variables. RESULTS: It was found that overall, computer use factors were significantly associated with self-reporting of MSD symptoms, whereas psychosocial factors had no such association. However, certain individual psychosocial factors emerged as having a significant association with MSD symptoms. DISCUSSION: The findings suggest that specific areas of call center work have associations with poor worker health and possible long-term MSD problems. These areas appear to be workload and particular management-worker relations, rather than computer use. SUMMARY: This suggests that the relationship among computer use, psychosocial factors, and MSD is a complex area that would benefit from more research. IMPACT ON INDUSTRY: This study raises issues about the importance of psychosocial and organizational factors and employee welfare in the call center working environment.     

Stressful work characteristics,health indicators and work behavior: the case of machine operators

This article shows the results of research on psychosocial risks for a group of machine and plant operators (n?=?1014) from the construction, chemical, energy, mining, metal and food industries in Poland. The Psychosocial Risk Scale designed in Nofer Institute of Occupational Medicine (NIOM) by Moscicka-Teske and Potocka was used to indicate the occurrence of general and specific occupational stressors and the level of their stressfulness. The results revealed that the studied machine and plant operators experience job context stress – related to working environment features concerning work organization – more frequently than job content stressors – related to the type of tasks they perform. Moreover, a correlation analysis between work features and the health and occupational functioning of the respondents revealed significant but weak relationships between the variables (from ?0.08 to ?0.23). Comparative analysis revealed the differences between the studied sectors. Such a comparison makes it possible to set goals for each sector and to attempt to improve the distinctive areas.     

The Effect of an Ergonomic Intervention on Musculoskeletal,Psychosocial and Visual Strain of VDT Entry Work: Organization and Methodology of the International Study

This special issue of the International Journal of Occupational Safety and Ergonomics (JOSE) reports the results from an extensive multinational and multidisciplinary collaborative investigation of the impacts on visual display terminal (VDT) work of musculoskeletal, visual, ergonomic, and psychosocial factors. For brevity, this effort has been referred to as the MEPS project (musculoskeletal—eyestrain—psychosocial—stress). This paper lays out the basic methodological structure of the study. The study was conducted in 4 countries utilizing VDT data entry workers as the primary subject population. A battery of objective and subject assessment measures, including muscle load, visual function, physical and visual strain, postural, ergonomic and psychosocial factors, were assessed at 3 different points in time. A pre-test was given prior to an ergonomic intervention. Two post-tests were given 1 month and 1 year after the ergonomic intervention.     

Harmful postures and musculoskeletal symptoms among sanitation workers of a fish processing factory in ghana: a preliminary investigation.

This study investigated musculoskeletal symptoms among sanitation workers of a fish-processing factory. The methods used included administration of a questionnaire, walk through observation, interview, task analysis and future workshop. All 27 male participants answered and submitted their questionnaires. Of the 11 operations identified, all except one was considered safe. Bent back, bent legs, and heavy manual handling were observed to impose intolerable health risk on participants. This corresponds with questionnaire results in which musculoskeletal symptoms were mostly prevalent in the neck, the shoulder, the low back, the wrists/hands and the upper back regions. Poor psychosocial complaints were also made on the job. There was no significant correlation (p < .05) between musculoskeletal symptoms and age, working hours and length of service. Neither was any significant correlation observed (p < .05) between psychosocial work factors and musculoskeletal symptoms. Recommendations such as task redesign to eliminate high-risk elements in operations, workplace changes and worker training were suggested.     

Cervical musculoskeletal disorders and their relationships with personal and work-related factors among electronic assembly workers

IntroductionElectronics assembly workers are reported to have a high prevalence of musculoskeletal disorders (MSDs). This study investigated the prevalence of cervical MSDs and the complex relationships between cervical MSDs and individual, physical, psychosocial factors among electronics assembly workers. Methods: In this cross-sectional survey, self-administered questionnaires from 700 workers in electronics manufacturing workshops were analysed. Information concerning musculoskeletal symptoms, personal and work-related factors was collected. Finally, the prevalence of cervical MSDs was computed for different subgroups, and the relationships with different factors were analyzed using logistic regression and structural equation modeling (SEM). Results: The total 12 month prevalence of cervical MSDs among the survey population was 29.4%. Variables of gender, job tenure, twisting head frequently, neck flexion/extension for long time and work required to be done quickly showed significant associations with MSDs in a multivariate logistic regression (P < 0.05). The SEM analysis showed moderate and significant correlations between postural load (γ = 0.279), gender (γ = 0.233) and cervical MSDs, while there were weak but significant correlations between vibration (γ = 0.024), work stress (γ = 0.126), job tenure (γ = 0.024) and cervical MSDs. Both work stress and vibration affected the MSDs indirectly through postural load. Conclusions: The logistic regression results support previous general epidemiological MSD studies, and indicates that individual, physical, and psychosocial factors are related to cervical MSDs. The SEM provides a better approximation of the complexity of the relationship between risk factors and cervical MSDs. Improving awkward postures may be effective ways to control the influence of occupational stressors or vibration on MSDs. Practical Applications: The study is to improve prevention of MSDs among electronics assembly workers and promote their occupational health.     

Dimensions of Job Control in Computerized and Traditional Office Work and Its Health Effects

This study investigates whether a consistent relationship exists between computerization and job control. It also examines the role of job control as a predictor of stress symptoms typical for data entry and word processing (VDU) work. Two groups of VDU users and two comparable non-VDU-user groups took part in this study. A special questionnaire made it possible to assess global job control and four indexes of control related to specific aspects of work (control over choice of tasks and methods, control over time frame, control related to one’s skill, and control related to participation in the decision-making process). Results did not show an unequivocal relation between computerization and the latitude of control. The latitude of control depends on the task performed and the aspect of control we are considering. Regression analyses showed that global control is a good predictor of job satisfaction, some mood disturbances, and visual complaints. The other aspects of control are related in a variety of ways to stress symptoms. The role of a Type A behavior pattern in the relationship between job control and stress symptoms varies depending on which aspect of control is being considered. It was concluded that because of the high functional differences between various aspects of control, it is better to avoid using the concept of global control and, when possible, apply specific indexes of control.     

The effect of an ergonomic intervention on musculoskeletal, psychosocial and visual strain of VDT entry work: organization and methodology of the international study.

This special issue of the International Journal of Occupational Safety and Ergonomics (JOSE) reports the results from an extensive multinational and multidisciplinary collaborative investigation of the impacts on visual display terminal (VDT) work of musculoskeletal, visual, ergonomic, and psychosocial factors. For brevity, this effort has been referred to as the MEPS project (musculoskeletal--eyestrain--psychosocial--stress). This paper lays out the basic methodological structure of the study. The study was conducted in 4 countries utilizing VDT data entry workers as the primary subject population. A battery of objective and subject assessment measures, including muscle load, visual function, physical and visual strain, postural, ergonomic and psychosocial factors, were assessed at 3 different points in time. A pre-test was given prior to an ergonomic intervention. Two post-tests were given 1 month and 1 year after the ergonomic intervention.     

矿工工作压力对心理社会安全行为的影响机理及实证研究

为研究工作压力对矿工心理社会安全行为的影响机理,探讨安全心理资本的中介作用以及心理社会安全氛围的调节作用,从积极心理学视角出发,对203名一线矿工进行实证分析。研究结果表明:矿工的安全心理资本在其工作压力与心理社会安全行为的负向关系中起中介作用;心理社会安全氛围能调节工作压力与安全心理资本之间的关系;心理社会安全氛围能够调节安全心理资本在工作压力与心理社会安全行为关系间的中介作用。     

Gender differences in public office workers’ satisfaction,subjective symptoms and musculoskeletal complaints in workplace and office environments

This study investigates differences between male and female public office workers’ satisfaction levels, sick building syndrome (SBS) symptoms and musculoskeletal disorder (MSD) complaints in workplace and office environments. Questionnaire surveys were performed in 30 offices from 15 public institutions. Male and female workers of the same age were coupled and selected from each office, gathering a total of 120 male and 120 female subjects. The results show that differences exist between genders in noise and lighting satisfaction levels, SBS-related symptoms (eye, nose, skin) and MSD complaints of hand/wrist/finger, while there is no difference in overall satisfaction level of office environments. The study also suggests that office design for public office workers should take into account gender differences in preventing MSDs and also SBS. The findings of this study are expected to serve as basic data for designing effective public office environments.     

A detailed analysis of musculoskeletal disorder risk factors among Japanese nurses

INTRODUCTION: Although Musculoskeletal Disorders (MSD) represent a common occupational problem, few epidemiological studies have investigated MSD risk factors among Asian nurses, particularly those in Japan. METHOD: We administered a modified Japanese-language version of the Standardized Nordic Questionnaire to 1,162 nurses from a large teaching hospital. MSD categories focused on the neck, shoulder, upper back, and lower back regions. RESULTS: A total of 844 completed questionnaires were analyzed (response rate: 72.6%). The 12-month period-prevalence of MSD at any body site was 85.5%. MSD was most commonly reported at the shoulder (71.9%), followed by the lower back (71.3%), neck (54.7%), and upper back (33.9%). Alcohol consumption, tobacco smoking, and having children were shown to be significant risk factors, with adjusted Odds Ratios of 1.87 (95%CI: 1.17-2.96), 2.45 (95%CI: 1.43-4.35), and 2.53 (95%CI: 1.32-4.91), respectively. Workplace risk factors included manually handling patients (OR: 2.07 to 11.97) and undertaking physically laborious work (OR: 2.09 to 2.76). Nurses reporting pre-menstrual tension were 1.66 and 1.94 times more likely to suffer from lower back and upper back MSD, respectively. High mental pressure was also identified as a significant risk factor for MSD of the neck (OR: 1.53) and shoulder (OR: 2.07). IMPACT ON INDUSTRY: The complex nature of MSD risk factors identified during this study suggests that remediation strategies which focus only on manual handling tasks would probably be suboptimal in reducing MSD among nurses. Therefore, to help alleviate their considerable MSD burden, a greater emphasis will need to be placed on job satisfaction, work organization, and occupational stress, as well as the more traditional hazard reduction strategies such as manual handling, work tasks, and other occupational factors.     

OHS inspectors and psychosocial risk factors: Evidence from Australia

Legislation giving prominence to psychosocial risk factors at work has changed the role of government occupational health and safety (OHS) inspectors in many countries. Yet little is known about how inspectorates have responded to these changes. Between 2003 and 2007 an Australian study was undertaken on OHS standards, entailing detailed documentary analysis, interviews with 36 inspectorate managers and 89 inspectors, and observations made when researchers accompanied inspectors on 120 typical workplace visits. Our study found that general duty provisions in OHS legislation clearly incorporated psychosocial hazards and inspectorates had introduced guidance material, pursued campaigns and increased interventions in this area. However, the regulatory framework remained narrow (focused on bullying/harassment, occupational violence and work stress) and workplace visits revealed psychosocial hazards as a marginal area of inspectorate activity. These findings were reinforced in interviews. While aware of psychosocial hazards inspectors often saw the issue as problematic due to limited training, resourcing constraints, deficiencies in regulation and fears of victimisation amongst workers. In order to address these problems a number of changes are required that recognize the distinctiveness of psychosocial hazards including their ‘invisibility’. Notable here are revisions to regulation (both general duty provisions and specific codes), the development of comprehensive guidance and assessment tools to be used by inspectors, greater use of procedural enforcement, and enhanced inspectorate resourcing and training. There is also a need to recognize complex inter-linkages between psychosocial hazards and the industrial relations context.     

Implementing computer-based automation in the office: A study of experienced stress

This study focuses on the impact of previous experience with automation implementations on experienced stress associated with different work aspects, following the introduction of computer-based office automation. One hundred and ninety-one full-time secretaries at a large university in Canada completed questionnaires related to stress perception and prior experience with office automation. Results indicated that those without previous experience reported higher levels of experienced stress associated with work content aspects such as task difficulty and interest in the task, whereas those with prior experience reported greater problems with contextual aspects such as training and instruction. These findings are discussed in the context of research on ‘technological change as a source of organizational and occupational stress’.     

Stress reactions in computerized administrative work

Ninety-five white-collar workers employed by an insurance company using visual display units (VDU) connected by telecommunication to a central computer filled in a questionnaire concerning psychosocial stressors in connection with work at the VDU. Eleven persons with extensive and ten with no work at VDUs were also studied during regular work, during breakdown of machinery, and in their leisure time. Self-reports on mood and alertness were recorded along with blood pressure, heart rate, and excretion of adrenaline and noradrenaline. Results indicate that (1) stress and mental strain occurred in association with delayed response times in the computer system and unpredicted interruptions of system operation, (2) such a temporary interruption caused an increase of blood pressure and adrenaline excretion, (3) complaints of stress and strain were repotted mainly by data-entry staff, (4) data-entry groups displayed a higher level of physiological arousal during post-work hours than a control group, and (5) that a majority of those who worked continuously at a VOU reported physical discomfort within 1.5 hours. It is concluded that stress and strain in computerized work may be counteracted at the technological and the organizational level: by reducing the duration and frequency of breakdowns, by reducing response times in the system, and by eliminating pure data-entry tasks.     

Work Content and Eye Discomfort in VDT Work

A questionnaire study of Swedish public employees with frequent and different types of VDT work (n = 2,025) was conducted. Eight different kinds of eye discomfort were examined, and an additive index was constructed. Eye discomfort was statistically related to aspects of work organization. The highest levels of discomfort were reported by computer-aided design (CAD), data entry, and word processing groups; groups with mixed VDT tasks displayed the lowest level of symptoms. Time spent at a VDT, low degree of work control, time pressure, and high pace of work were all associated with relatively high levels of eye discomfort. There was significant interaction between experience of stress and time spent at a VDT with respect to both the eye discomfort index and three specific symptoms (itching, gritty feeling, and dryness). Whereas dryness, smarting, and itching of the eyes seem most strongly related to work conditions, redness and watery eyes seem most weakly related.     

Musculoskeletal symptoms as related to ergonomic factors in Iranian hand-woven carpet industry and general guidelines for workstation design.

Carpet weaving is a high risk occupation for developing musculoskeletal disorders (MSDs). The objectives of the present study, which was carried out in the Iranian hand-woven carpet industry, were determination of the prevalence of MSD symptoms, identification of major factors associated with MSD symptoms and development of guidelines for workstation design. 1,439 randomly selected weavers participated in this study. A questionnaire was used to collect data on MSD symptoms. The results revealed that the prevalence rates for symptoms in different body regions were high as compared to the general Iranian population (for neck, back and large joints, p <.0001). The results of multivariate analyses showed that major ergonomic factors associated with musculoskeletal symptoms were loom type, working posture, daily working time and seat type. Based on the results, some general guidelines for designing weaving workstations were developed. A prototype test showed that the new workstation was acceptable for subject tests and that it improved working posture.     

New tools and strategies for the inspection of the psychosocial working environment: The experience of the Danish Working Environment Authority

In 2007 the Danish Working Environment Authority launched a new strategy to strengthen and qualify primary prevention of work related stress. Part of the strategy consists of increased inspections of the psychosocial working environment as well as the development and implementation of a new inspection tool, namely the “guidance tool”.Twenty-four sector specific guidance tools have been developed to help WEA inspectors assess psychosocial working environment problems in all Danish enterprises. Based on recent research, the guidance tools consist, in each sector, of the three to five most important risk factors (for example quantitative demands, emotional demands, and work related violence), as well as the most important preventive factors, e.g. quality of management, influence/control and training.During the first years of the strategy, an increasing number of inspectors have issued improvement notices regarding work related stress and violence, and there has been an increasing number of notices issued on several risk factors. For some aspects, the tools have helped increase the clarity and comprehensibility of the improvement notices and reduce the WEA’s time consumption per enterprise.The guidance tools seem to be a suitable and efficient way of assessing several health and safety risks concerning work related stress and violence thereby allowing the WEA to detect more of the existing problems. Future challenges projected for the strategy include continuously training all WEA inspectors in the proper use of the tools and continuously refining the tools – or developing new tools – based on further research and experiences from practice.     

Psychosocial and Individual Characteristics and Musculoskeletal Complaints Among Clinical Laboratory Workers

Musculoskeletal disorders (MSDs) are an important health problem among healthcare workers, including clinical laboratory ones. The aim of the present study was to investigate the prevalence of MSDs and individual and psychosocial risk factors among clinical laboratory workers. A cross-sectional study was carried out among 156 workers of 30 clinical laboratories in 3 towns of Iran. The Nordic questionnaire with individual and psychosocial risk factors was used to collect data. Multiple logistic regression analysis was performed. The prevalence of reported MSDs among the study population was 72.4% in the past 12 months. The most prevalent MSDs were pain in the lower back and neck; 42.7% and 33.3%, respectively. Significant relations were found between MSDs and age, gender, heavy work at home and job control (p < .05). MSDs among laboratory workers were high and associated with age, gender, heavy work at home and job control. More research into measuring these factors and workplace physical demands is suggested.     

Ergonomic Risk Factors for Cumulative Trauma Disorders in VDU Operators

The objectives of this study were to investigate the rate of cumulative trauma disorders (CTDs) in the upper body and to describe the associations of such disorders with ergonomic parameters in a group of data entry operators. A total of 173 data entry operators volunteered to take part in the study. Questionnaires were used to investigate their medical history. Diagnoses of CTDs were made with clinical tests. A visual posture analysis of the workers and an ergonomic analysis of workstations and workload were used to reveal risk factors. Neck and shoulder pain, extensor tendonitis of the wrists and De Quervain’s disease were common in the study population. An assessment of risk factors showed that leaning wrists on the keyboard, hard keystrokes, extreme wrist joint and thumb positions and working in poor ergonomic design were correlated to pain and development of CTDs.     

The effects of unions on blue collar role stresses and somatic strain

This study explored the effects of union membership versus nonmembership on role based stress (i.e. ambiguity, overload, and interrole conflict), somatic complaints, and on the relationship between role stress and somatic complaints. The data analyzed came from the 1977 Quality of Employment Survey (Quinn and Staines, 1979). Only those respondents (N = 251) who held full-time nonsupervisory jobs in manufacturing were included in our sample. On the average, relative to nonmembers, union members reported higher levels of ambiguity and interrole conflict, but similar levels of overload and of somatic complaints. Union membership moderated the relationship between overload and somatic complaints. For union members, higher perceived performance of the union was associated with lower perceived stress and strain. We discuss the implications of those findings for further research on the impact of unions on stress, strain, and their interrelationship.     

Characteristics of Muscular Load in Computer Data Entry Workers Assessed by EMG and Postural Angles

The goal of this study was to characterize the muscular load in computer data entry workers. Electromyography (EMG) parameters of trapezius muscle and postural angles of head, arm, and back were chosen as indicators of musculoskeletal load. The examination was done according to the methods and protocol of international MEPS studies (the “Musculoskeletal, Visual, and Psychosocial Load in VDT [Video Display Terminal] Operators in Optimized Environment” international program). The musculoskeletal load during routine VDT data entry work performed by a group of 36 women was assessed on the basis of 1-hr physiometer recordings. Results show that the musculoskeletal load associated with data entry is relatively high compared to other VDT operators’ tasks described in the literature. An analysis of the measured parameters shows that most of the time women worked with a muscular load higher than optimal. It is postulated that the main reason for the heavy musculoskeletal load was improper posture compelled by unergonomic spatial configuration of work stands.