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beyond A Joint Labor/ManagementComparative Study of VariousNon-Keyboard Input Devices in
a Call Center Environment
A presentation byJoe Petersen, CWA District 7
andJames M. Stewart, M.S., M.P.H., CPE, CIE
U S WEST, Inc.
A Joint Labor/ManagementComparative Study of VariousNon-Keyboard Input Devices in
a Call Center Environment
A presentation byJoe Petersen, CWA District 7
andJames M. Stewart, M.S., M.P.H., CPE, CIE
U S WEST, Inc.
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Introduction and History of Ergonomics Introduction and History of Ergonomics Between CWA and U S WESTBetween CWA and U S WEST
1987: Complaints of Cumulative Trauma 1987: Complaints of Cumulative Trauma Disorders (CTDs) from directory Disorders (CTDs) from directory assistance operators in Denver, CO. assistance operators in Denver, CO. OSHA investigates. Ergonomics OSHA investigates. Ergonomics agreement between CWA andagreement between CWA andU S WEST.U S WEST.
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
CWA and U S WEST agree to CWA and U S WEST agree to coco--sponsor a NIOSH Health Hazard sponsor a NIOSH Health Hazard Evaluation (HETA 89Evaluation (HETA 89--299299--2230) on 2230) on VDT use by operatorsVDT use by operatorsCWA and U S WEST develop CWA and U S WEST develop ergonomics language in collective ergonomics language in collective bargaining agreementsbargaining agreementsJoint labor/management cooperative Joint labor/management cooperative approach to ergonomicsapproach to ergonomics
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
History of Ergonomics in AlbuquerqueHistory of Ergonomics in Albuquerque
In December, 1998 (at the Mutual In December, 1998 (at the Mutual Occupational Safety and Health Committee Occupational Safety and Health Committee or MOSHC meeting), discussion was raised or MOSHC meeting), discussion was raised on conducting a comprehensive pilot study on conducting a comprehensive pilot study of computer input devices in order to see if of computer input devices in order to see if “ergonomic” devices were of any help in “ergonomic” devices were of any help in overcoming discomfort or pain and, if so, overcoming discomfort or pain and, if so, which devices were appropriate under what which devices were appropriate under what circumstances.circumstances.
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Why Albuquerque was selected:Why Albuquerque was selected:
Cadre of trained ergonomic assessors in place Cadre of trained ergonomic assessors in place and familiar with workstations at locationand familiar with workstations at locationSingle building with multiple workgroups Single building with multiple workgroups performing the same tasks, with similar performing the same tasks, with similar workstations and computer software/hardwareworkstations and computer software/hardwareRobust ergonomics program where employees Robust ergonomics program where employees understood and “valued” ergonomicsunderstood and “valued” ergonomicsSupport for the study by employees and Support for the study by employees and managementmanagement
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Why the study succeeded in Albuquerque:Why the study succeeded in Albuquerque:
People believed in the studyPeople believed in the studyEmployees were “openEmployees were “open--minded”minded”The study dealt with “real issues”The study dealt with “real issues”Employees were the “expert” in their jobsEmployees were the “expert” in their jobsElements of the study were “trainingElements of the study were “training--oriented”oriented”Union involvement and management supportUnion involvement and management supportNo names used in the studyNo names used in the study
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Difficulties that had to be overcome:Difficulties that had to be overcome:
Four questionnaires were timeFour questionnaires were time--consumingconsumingPeople didn’t understand why questions People didn’t understand why questions had to be repeated each timehad to be repeated each timeEverything had to be done “just right” in Everything had to be done “just right” in order to maintain the integrity of the data order to maintain the integrity of the data and studyand studySome people lost enthusiasm for the study Some people lost enthusiasm for the study as time progressed (study fatigue)as time progressed (study fatigue)
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Methods and ResultsMethods and Results
This pilot study involved a repeated This pilot study involved a repeated measure design and custom measure design and custom instrumentation to measure perceived instrumentation to measure perceived ease of operation, productivity and ease of operation, productivity and comfort with regards to three types of comfort with regards to three types of input devices.input devices.
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
The SubjectsThe Subjects
44% were able to place their “mousing” 44% were able to place their “mousing” device next to their keyboarddevice next to their keyboard79% place their “mousing” device further 79% place their “mousing” device further away from and/or higher than the keyboardaway from and/or higher than the keyboard5% have used input devices in their lap5% have used input devices in their lap
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Previous Experience with Input Devices
0102030405060708090
100
Mouse Touchpad Ergo
Input Device
Perc
ent "
Yes"
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Positive Reaction to the DevicesPositive Reaction to the Devices
0
1020
30
40
5060
70
8090
100
Control Ergo Touchpad
3 Weeks6 Weeks
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Reported Positive AttributesReported Positive Attributes
0102030405060708090
100
Comfort Ease ofuse
Accuracy Feel Ease ofposition
Perc
ent R
espo
ndin
g Po
sitiv
ely
ControlErgoTouchpad
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Responses of Primary InterestResponses of Primary Interest
Force required to activate the deviceForce required to activate the deviceSmoothness of operationSmoothness of operationGeneral effort required to operate the General effort required to operate the devicedeviceComfort levelComfort levelEase of accuracyEase of accuracyOverall ease of operationOverall ease of operationReports of pain/discomfort and locationReports of pain/discomfort and location
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
No Differences FoundNo Differences Found
Force required to activate the deviceForce required to activate the deviceComfort levelComfort levelNo age effectNo age effectNo gender effectNo gender effectNo effect from hours of use per weekNo effect from hours of use per weekUnable to assess effect of experienceUnable to assess effect of experience
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Smoothness of OperationSmoothness of OperationSmoothness of Operation
0
1
2
3
4
5
6
7
Pre-Study 3 Weeks 6 Weeks Post-Study
Mea
n Re
spon
se
ControlErgoTouchpad
Differences between groups over time significant at p<.025Differences between groups over time significant at p<.025
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Effort Required for OperationEffort Required for Operation
0
1
2
3
4
5
6
7
Pre-Study 3 Weeks 6 Weeks Post-Study
Mea
n Re
spon
se
ControlErgoTouchpad
Difference between groups over time significant at p<.05Difference between groups over time significant at p<.05
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Perceived Accuracy of the DevicePerceived Accuracy of the Device
0
1
2
3
4
5
6
Pre-Study 3 Weeks 6 Weeks Post-Study
Mea
n Re
spon
se
ControlErgoTouchpad
Difference between groups over time significant at p<.001Difference between groups over time significant at p<.001
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Ease of Use of the DeviceEase of Use of the Device
0
1
2
3
4
5
6
7
Pre-Study 3 Weeks 6 Weeks Post-Study
Mea
n Re
spon
se
ControlErgoTouchpad
Difference between groups over time significant at p<.001Difference between groups over time significant at p<.001
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Response Variables as a GroupResponse Variables as a Group
Time effect for group of variables as a whole:Time effect for group of variables as a whole:Responses in general changes over timeResponses in general changes over time
Group by time effect for group of variables Group by time effect for group of variables as a whole:as a whole:
Responses in general changes differently for the Responses in general changes differently for the groups over timegroups over time
Total years of experience with computers Total years of experience with computers affected responses affected responses
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Reported Pain or DiscomfortReported Pain or DiscomfortReported Pain or Discomfort
0
10
20
30
40
50
60
70
80
90
100
Pre-Study 3 Weeks 6 Weeks Post-Study
Perc
ent R
epor
ting
Pain
ControlErgoTouchpad
Difference between groups over time significant at p<.001Difference between groups over time significant at p<.001
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Reports of Pain or DiscomfortReports of Pain or Discomfort
Most dramatic reductions in pain were Most dramatic reductions in pain were relative to shoulder, back and neckrelative to shoulder, back and neck
No effect of age or gender overallNo effect of age or gender overall
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
SummarySummaryContour mouse groups responded most positively Contour mouse groups responded most positively during the study period. Positive assessment of during the study period. Positive assessment of smoothness of general effort required, accuracy smoothness of general effort required, accuracy and ease of use.and ease of use.Cirque Touchpad group responded less favorably Cirque Touchpad group responded less favorably during the study period for the same variables, but during the study period for the same variables, but had best results four week posthad best results four week post--test for pain.test for pain.All three treatment groups reported significantly All three treatment groups reported significantly less pain during the study period with a return to less pain during the study period with a return to prepre--study levels for the Contour groups four weeks study levels for the Contour groups four weeks postpost--test.test.
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
Where do we go from here?Where do we go from here?
Data supports strategies for input device selection and Data supports strategies for input device selection and position at workstation.position at workstation.Data supports positioning the input device at the same Data supports positioning the input device at the same level as and left or right of the keyboard.level as and left or right of the keyboard.Data supports premise that awkward posture and Data supports premise that awkward posture and biomechanical forces to overcome disadvantages, not biomechanical forces to overcome disadvantages, not repetitive motion, are the issues with mice.repetitive motion, are the issues with mice.“Sculpted, ergonomic mice may or may not have any “Sculpted, ergonomic mice may or may not have any longlong--term effect (e.g., maintaining reduced discomfort).term effect (e.g., maintaining reduced discomfort).Although not particularly favored, the touchpad had Although not particularly favored, the touchpad had greatest impact on employee comfort postgreatest impact on employee comfort post--test.test.
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A Joint Labor/Management Comparative Study of VariousNon-Keyboard Computer Input Devices in a Call Center Environment
QuestionsQuestions