Developing computer competencies for eWorkers within call centres

Kirk, Elizabeth, Strong, Jenny and Burgess-Limerick, Robin (2013) Developing computer competencies for eWorkers within call centres. Work, 46 3: 283-295. doi:10.3233/WOR-121533

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Author Kirk, Elizabeth
Strong, Jenny
Burgess-Limerick, Robin
Title Developing computer competencies for eWorkers within call centres
Journal name Work   Check publisher's open access policy
ISSN 1051-9815
Publication date 2013-01-02
Year available 2013
Sub-type Article (original research)
DOI 10.3233/WOR-121533
Open Access Status Not yet assessed
Volume 46
Issue 3
Start page 283
End page 295
Total pages 13
Place of publication Amsterdam, Netherlands
Publisher I O S Press
Language eng
Abstract High rates of work related musculoskeletal discomfort (WRMSD) associated with long-hours of computer work are considered a significant occupational health problem. However, to date few training programs aim to develop the multidisciplinary skills required for self-management of WRMSD risk factors. This paper seeks to provide a background to, and illustrate the significance of, this issue. Management strategies, training elements and methods recommended within the literature to build the required work skills for increased self-management of WRMSD are discussed. The inclusion of two case studies investigating the impact of training methods on levels of WRMSD illustrates how the application of new training strategies may improve WRMSD outcomes. The first case-study trialling a pre-existing office ergonomic checklist revealed training improved knowledge and awareness, but failed to change work behaviours or effect levels of WRMSD. The second case study investigated the impact of training providing additional knowledge and demonstrating 'how-to' apply recommendations at the workstation. Outcomes of this skill-based program included the collaborative development of training elements, increased trainee engagement, and a significant reduction in reported levels of WRMSD. These findings suggest training designed to develop multidisciplinary work skills or competencies may be a strategy for the management of occupational musculoskeletal discomfort amongst computer operators.
Keyword Public, Environmental & Occupational Health
Public, Environmental & Occupational Health
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2014 Collection
School of Health and Rehabilitation Sciences Publications
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Citation counts: TR Web of Science Citation Count  Cited 1 times in Thomson Reuters Web of Science Article | Citations
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Created: Fri, 11 Jan 2013, 02:24:33 EST by Professor Jenny Strong on behalf of School of Health & Rehabilitation Sciences