You are now entering the call center workstation ... proceed with caution

Telemarketing, Nov 1995 by Griffith, Kathy

A part from the occasional paper cut, the American office was once considered a safe haven from injury by the relatively small number of "paper pushers" who worked there. How times have changed.

Today, lost wages and medical treatments resulting from white-collar injuries cost businesses more than $20 billion each year. And costs are escalating.

Why? For starters, the white-collar workforce is much larger than it used to be. In fact, between the early '60s and late '80s, it more than doubled. Computers, which arrived on the office scene at the same time, are another contributor to toll fraud, as they promote sedentary work positions and involve repetitive, potentially debilitating tasks. Finally, the majority of today's workers are Baby Boomers. They have now reached middle age, a factor that naturally contributes to physical ailments.

Together, these factors spell out the need for the ergonomically correct office: An office that suits both the worker and the task means maximum comfort far the worker and maximum productivity for the employer.

The trouble is, employees come in all shapes, sizes and physical abilities. The workstation that fits the 4'1" slight build will have a much different comfort level for the 6'2" stocky build. So, short of authorizing each worker to individually select his or her own furniture, what can an employer do to avoid injury and save money in the process?

The question isn't an easy one, but there are answers. Here are a few important things you can do.

1. Question-- Start by asking yourself and others these few basic questions:

Who--Can you define the characteristics of the worker: old, young, male, female, tall, short, visually impaired, hearing impaired, etc.?

What--What tasks are being performed?

How--How do individuals perform the tasks, or what bending, reaching or straining is taking place?

When--How frequently will tasks be performed? (Frequency is important to targeting a potential risk.)

Where--What are the characteristics of your work environment: light, dark, noisy, quiet?

2. Observe--Notice the makeshift solutions occurring now. Are phone books stacked beneath monitors to raise them to eye level? Are cushions used as back support on your office chairs? Are books and binders used to support legs for increased circulation? This observation will give you insight into the problems employees are already experiencing.

3. Evaluate--Virtually every office item should be scrutinized as part of an effective ergonomic evaluation. There are a few basic guidelines:

Chairs--Chairs should have a sturdy five-blade base for stability. The seat and back should be adjustable to conform to the individual user. When properly positioned, feet should be flat on the floor with thighs parallel to the floor. The seat should be angled to allow the weight of the legs to be supported by the feet to not constrict circulation. The back should have lumbar support sufficient to support the concave curve of the spine.

Keyboard--A properly positioned keyboard will produce a 90-degree angle of the elbow. With arms parallel to the floor, hands are in a comfortable neutral position without wrist extension downward or back. Forward and negative tilt control of the keyboard is essential to help alleviate strain on fingers, wrists and elbows. Touch-sensitive keyboard users may also benefit from a cushioned wrist or palm rest to combat fatigue.

VDT--Just as the keyboard requires adjustment to the individual user, so too does the display terminal. Normal line of sight for a seated person is 15 degrees below the horizontal. When fatigue sets in, the head begins to tilt downward at approximately 35 degrees to relieve neck muscles. Monitor height should be situated within this range and allow the user to make adjustments according to individual stature and preferred work position.

Lighting--Too much or too little light can be hazardous. Generally, computer tasks require low-illumination indirect lighting. Excessive light, whether natural or fluorescent overhead, may cause eye strain. Noncomputer tasks, especially those involving close detail, require more intense direct light. Insufficient light produces the same eye strain results. Employees should be able to adjust individual task lighting according to the task being performed and to individual visual ability.

Phones--Cradling a handset between your chin and shoulder for even a short time puts strain on neck and shoulder muscles. Comfortably fit headsets are an absolute necessity for phone-intensive jobs.

4. Search--Research available solutions and cost options. Be wary of the supplier that guarantees instant solutions. Ergonomics is a trial-and-error process; what works for one does not always work for another.

5. Test--Purchase one or two of a product and let employees "test drive" for comfort. Be aware of product flexibility. Computer technology is evolving so rapidly that furniture must also be capable of evolving. Products should have the maximum height adjustment, weight capacity, etc., to ensure their longevity. Keep in mind that product adjustment and re-adjustment will occur numerous times throughout the day. Therefore, warranty details are crucial. Products should smoothly and effortlessly adjust to encourage usage.