Improving the health and safety of 911 emergency call centre agents: an evaluability assessment of a knowledge transfer strategy

Barriers and Challenges to Human Factors/Ergonomics Knowledge Transfer to Small Business Enterprises in an Industrially Developing Country

OCCUPATIONAL APPLICATIONWe found that small business enterprises (SBEs) face intra- and extra-organizational barriers in different dimensions related to their work system to practically implement human factors/ergonomics (HFE) knowledge transfer and to achieve its benefits in an industrially developing country. Utilizing a three-zone lens, we evaluated the feasibility of overcoming the barriers identified by stakeholders, especially ergonomists. To overcome the identified barriers in practice, three types of macroergonomics interventions (top-down, middle-out, and bottom-up) were distinguished through macroergonomics theory. The bottom-up approach of macroergonomics, as a participatory HFE intervention, was considered as the entry point to overcome the perceived barriers in the first zone of the lens, which included such themes as lack of competence, lack of involvement and interaction, and inefficient training and learning approaches. This approach focused on improving emotional literacy as a care zone among the small business enterprise personnel.

Implementing Practical Ergonomics Knowledge Transfer Using Ergonomic Checkpoints to Support the Participatory Ergonomics Process in an Industrially Developing Country

Occupational ApplicationsErgonomics knowledge transfer is one of the potential challenges in organizations in industrially developing countries. For the effective implementation of a systemic ergonomics knowledge transfer process, the involvement of all organizational levels is necessary, especially workers, with the facilitation of ergonomics expert. Applying a participatory ergonomics process with different participatory approaches for participant involvement - including a top-down approach, as a pushing tactic for intentional learning, and a bottom-up approach, as a pulling tactic for voluntary learning - can play a key role in the transfer and application of practical ergonomics knowledge. The results of this study showed that active involvement of all organizational levels, especially workers through action learning and a learner-centered approach, and using the ILO ergonomic checkpoints, could improve participant learning of ergonomics principles. In addition, this process can lead to improved competence of personnel in identifying problems and providing and implementing solutions to improve working conditions, especially low-cost solutions. Accordingly, if this process continues as a constant improvement process through multiple learning cycles, it can improve participation and ergonomics culture and achieve additional practical benefits of the Human Factors/Ergonomics.

Exploring the Physical and Mental Health Challenges Associated with Emergency Service Call-Taking and Dispatching: A Review of the Literature

INTRODUCTION

Emergency service (ambulance, police, fire) call-takers and dispatchers are often exposed to duty-related trauma, placing them at increased risk for developing mental health challenges like stress, anxiety, depression, and posttraumatic stress disorder (PTSD). Their unique working environment also puts them at-risk for physical health issues like obesity, headache, backache, and insomnia. Along with the stress associated with being on the receiving end of difficult calls, call-takers and dispatchers also deal with the pressure and demand of following protocol despite dealing with the variability of complex and stressful situations.

METHODS

A systematic literature review was conducted using the MEDLINE, PubMed, CINAHL, and PsychInfo databases.

RESULTS

A total of 25 publications were retrieved by the search strategy. The majority of studies (n = 13; 52%) reported a quantitative methodology, while nine (36%) reported the use of a qualitative research methodology. One study reported a mixed-methods methodology, one reported an evaluability assessment with semi-structured interviews, one reported on a case study, and one was a systematic review with a narrative synthesis.

DISCUSSION

Challenges to physical health included: shift-work leading to lack of physical activity, poor nutrition, and obesity; outdated and ergonomically ill-fitted equipment, and physically confining and isolating work spaces leading to physical injuries; inadequate breaks leading to fatigue; and high noise levels and poor lighting being correlated with higher cortisol levels. Challenges to mental health included: being exposed to traumatic calls; working in high-pressure environments with little downtime in between stressful calls; inadequate debriefing after stressful calls; inappropriate training for mental-health-related calls; and being exposed to verbally aggressive callers. Lack of support from leadership was an additional source of stress.

CONCLUSION

Emergency service call-takers and dispatchers experience both physical and mental health challenges as a result of their work, which appears to be related to a range of both operational and support-based issues. Future research should explore the long-term effects of these physical and mental health challenges.

Differentiating knowledge transfer and technology transfer

Purpose

The purpose of this paper is to examine the conceptualization of knowledge transfer and technology transfer to seek answers to the question: Why should an organizational manager need to know the difference between knowledge transfer (KT) and technology transfer (TT)?

Design/methodology/approach

An extensive literature review method was used to identify and analyze relevant international publications. The literature sources are categorized as follows: literature on KT only, literature on TT only and literature on comparative analysis on KT and TT. The conceptualization of KT and TT is based on signaling theory.

Findings

The authors identified differences between KT and TT based on six dimensions, namely knowledge versus technology characteristics, usage of KT and TT in national development, sender versus receiver, intra-firm versus inter-firm transfer, foreign direct investment (FDI) and workers’ mobility.

Research limitations/implications

This is a conceptual analysis that should contribute to the existing literature by comprehensively reviewing the processes of KT and TT based on selected research conducted worldwide as well as suggest practical guidelines to organizational managers in managing KT and TT.

Originality/value

This review could shed new insights for future researchers to validate and examine the identified differences between KT and TT so that managers could make use of the findings to manage KT and TT successfully in their organizations.