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Objectives This study evaluated the effect of an ergonomic training program on workstation changes and on the prevalence of musculoskeletal disorders among video display unit (VDU) users at a large university. Methods A pretest-posttest design with a reference group was used with random allocation of administrative and geographic units. In each group, the measurements involved direct observation of the workstations, a selfadministered questionnaire, and a physical examination. The measurements were performed 2 weeks before and 6 months after the training in parallel in both groups. The study population was composed of 627 workers (81% of those eligible). ResultsThe prevalence of all 3 of the postural stressors evaluated decreased in the experimental group after the training. In the reference group, 2 of the 3 stressors decreased in frequency but to a less extent. Some of these beneficial changes were more frequent in workers under 40 years of age. The prevalence of musculoskeletal disorders decreased among the workers under 40 years of age in the experimental group, from 29% to 13% determined by questionnaire and from 19% to 3% determined by physical examination. In other groups, there was no significant change in the prevalence of musculoskeletal disorders. COIIC~US~OIIS Improvements in postural stressors occurred more frequently in the experimental group, and these beneficial changes tended to be more frequent in workers under 40 years of age. Improvements in musculoskeletal disorders occurred in the experimental group among the workers under 40 years of age.

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La rapidité des changements qui s’opèrent dans les organisations engendre une intensification du travail qui se traduit par une augmentation de la charge de travail. La littérature scientifique identifie de plus en plus clairement la charge de travail comme un facteur de risques dont les répercussions affectent les individus et les organisations. Bien que les connaissances actuelles portant sur la charge de travail permettent de quantifier des conséquences humaines ou organisationnelles, elles sont difficiles à utiliser pour agir dans l’amélioration des situations de travail. Cet article a pour objectif de contribuer à la modélisation de la charge de travail dans sa globalité et sa complexité à l’intérieur de la dynamique de l’individu, de son activité professionnelle et de son contexte organisationnel. Elle vise à définir des composantes de la charge de travail et à cerner des facteurs qui l’influencent directement ou indirectement à partir de situations de travail réelles. Une recherche terrain s’est déroulée dans une organisation du secteur de l’assurance auprès de préposés au service à la clientèle en privilégiant des observations, des entretiens individuels et de groupe. Les activités réelles de travail des préposés ont été analysées en privilégiant le modèle de l’activité réelle de travail tel qu’utilisé en ergonomie. Cinq facteurs dynamiques de la charge de travail émergent de la recherche et ils permettent de réviser et d’enrichir un modèle explicatif de la charge de travail.Rapidly changing organizations are associated with work intensification which translates into workload problems. Scientific literature has clearly identified workload as an important risk factor for individuals and for organizations. Though current knowledge on workload allows for the measurement of its impacts on individuals and on organizations, it is still difficult to clearly identify its nature and to improve working conditions accordingly. The objective of this paper is to contribute additional information to a workload framework applied to work situations where individual characteristics, professional activity and organizational contexts are all determinants of a complex and dynamic work situation. The goal of this study is to improve knowledge on the workload phenomenon and ultimately to determine important direct and indirect factors influencing workload. A field study in real working situations was conducted among customer service agents in the insurance industry. Observations in natural settings, individual interviews and focus groups were conducted using an activity analysis ergonomic approach. Results show the presence of five dynamic factors affecting workload: 1) working tool design considering the task at hand, 2) multiplication and variety of demands, 3) balance between organizational expectations and means to achieve them, 4) simultaneous activities to assure customer satisfaction and, finally, 5) minimal feedback and recognition on a daily basis. These results underline the fact that quantity of work is not necessar...

These results suggest that primary prevention of neck-shoulder symptoms among white-collar workers should consider the exposure to job strain, especially when workers are exposed to low social support at work.