Postural and Perception Variations When Using Manually Adjustable and Programmable Sit-Stand Workstations in an Emergency Call Center

• Published in: IIE transactions on occupational ergonomics and human factors Vol. 3; no. 2; pp. 127 - 138
• Main Authors: Black, Nancy, Fortin, Annie-Pier, Handrigan, Grant A.
• Format: Journal Article
• Language: English
• Published: Taylor & Francis 03.04.2015
• Subjects: call center sedentary risk; musculoskeletal discomfort; perception; posture; Sit-stand workstation
• ISSN: 2157-7323; 2157-7331
• DOI: 10.1080/21577323.2014.1003116

Two styles of sit-stand workstations were tested in an emergency (911) call center to quantify postural stress and perception variations. The usual manually adjusted electrically controlled sit-stand workstation was compared with a programmable workstation that automatically changed between seated and standing heights, made forward-backward adjustments, and rotated around the user regularly during a 20-minute cycle. Over 2 working days, neck and seated trunk postures improved with the programmable workstation. Manually controlled sit-stand workstations were not adjusted with the regularity recommended to minimize musculoskeletal discomfort. While seven perceptual measures did not significantly vary between workstations, two others worsened with the programmable workstation: general discomfort and back pain. Participant comments suggested opportunities for design refinements. User training was not included here but would normally further improve results. The programmable workstation improved posture over the manually adjusted workstation, although design refinements and user training in office ergonomics are recommended to maximize benefits. TECHNICAL ABSTRACT Background: Call center workers have high musculoskeletal discomfort, and emergency (911) center workers are among the most affected. Despite many centers including manually controlled sit-stand workstations that facilitate postural changes, these are not typically adjusted with the regularity recommended to minimize musculoskeletal discomfort. Thus, underuse or improper use may be barriers to preventing musculoskeletal disorders and discomfort. Purpose: This study investigates posture and perception of physical factors when using a powered dual-surface manually adjustable workstation and a powered programmable adjustable workstation. Methods: Twelve 911 call-center operators participated. For each workstation, postures were recorded using video cameras over a working day. Nine perception factors were captured at the end of each day using a visual analog scale. Results: Programmable workstation use resulted in significantly lower incidence of at-risk postures in the neck and back and more frequent standing. Perception did not vary significantly between workstations except for an increase in back pain and general discomfort with the programmable workstation. Conclusions: This limited sample exposure to a programmable moving workstation concept should be pursued, though with refinements in larger populations to improve musculoskeletal health of workers in high-stress sedentary environments and should be combined with training. Current observations may be applied to improve programmable workstation aspects that are contributing to perceived discomforts.