Stress, control and computer system design: A psychophysiological field study

The stressful nature of computer-based work is often highlighted in the research literature. In this study, we argue that a well designed computer system should realize the twin aims of enhancing performance and lowering stress. This paper reports on a psychophysiological field study of the implementation of a command-and-control system in an ambulance service. The evaluation revealed both improvements in operator performance and a reduction in stress levels. In particular, it was found that computer support reduced both systolic blood pressure and subjective anxiety during conditions of peak workload. These findings are discussed in terms of Turner and Karasek's integrated model of the relationships between computer system design, task performance and well-being. The success of the computer system was attributed to the support that it gave operators; by enhancing their degree of control it enabled them to cope better in a highly demanding work environment. The study shows that psychophysiological techniq...

[1]  Henry C. Lucas,et al.  Implementation: The Key to Successful Information Systems , 1981 .

[2]  P. Obrist.  Cardiovascular Psychophysiology: A Perspective , 1981 .

[3]  I. D. Brown,et al.  Differential effects of workload on system performance in cord and cordless public telephone switchrooms , 1982 .

[4]  I. D. Brown,et al.  A psychophysiological investigation of system efficiency in public telephone switchrooms , 1982 .

[5]  Allen Newell,et al.  The psychology of human-computer interaction , 1983 .

[6]  J A Turner,et al.  Software Ergonomics: Effects of Computer Application Design Parameters on Operator Task Performance and Health , 1983 .

[7]  G. Johansson,et al.  Stress reactions in computerized administrative work , 1984 .

[8]  F. Blackler,et al.  Alternative models to guide the design and introduction of the new information technologies into work organizations , 1986 .

[9]  M. Patrickson.  Adaptation by employees to new technology , 1986 .

[10]  Wolfram Boucsein,et al.  Psychophysiological investigation of stress induced by temporal factors in human-computer interaction , 1988 .

[11]  P. T. Kidd.  The social shaping of technology: the case of a CNC lathe , 1988 .

[12]  L. Cubeddu,et al.  Evaluation of a new ambulatory blood pressure monitor (Accutracker 102): laboratory comparisons with direct arterial pressure, stethoscopic auscultatory pressure, and readings from a similar monitor (Spacelabs Model 5200). , 1988, Psychophysiology.

[13]  W. Kuhmann.  Experimental investigation of stress-inducing properties of system response times. , 1989, Ergonomics.

[14]  M. Hagberg,et al.  The effects of different pause types on neck and shoulder EMG activity during VDU work. , 1989, Ergonomics.

[15]  David Graham Wastell,et al.  Mental effort and task performance: Towards a psychophysiology of human computer interaction , 1990, INTERACT.

[16]  Marilyn G. Kletke,et al.  Individual adjustment during technological innovation: A research framework , 1990 .

[17]  P. A. Sainfort.  Job design predictors of stress in automated offices , 1990 .

[18]  Siegfried Treu,et al.  Measurement of stress to gauge user satisfaction with features of the computer interface , 1991 .

[19]  Pascale Carayon-Sainfort,et al.  The use of computers in offices: Impact on task characteristics and worker stress , 1992, Int. J. Hum. Comput. Interact..

[20]  Daniel Robey,et al.  A Social Process Model of User-Analyst Relationships , 1992, MIS Q..

[21]  K Y Lim,et al.  Integrating human factors with the Jackson System Development method: an illustrated overview. , 1992, Ergonomics.

[22]  Judy L. Wynekoop,et al.  System Development Methodologies: Unanswered Questions and the Research-Practice Gap , 1993, ICIS.

[23]  A. Finkelstein.  Report of the Inquiry into the London Ambulance Service , 1993 .

[24]  J. C. Dill,et al.  Blood pressure responses and incentive appraisals as a function of perceived ability and objective task demand. , 1993, Psychophysiology.

[25]  D. Wastell,et al.  The behavioral dynamics of information system development: A stress perspective , 1993 .

[26]  Julie E. Kendall,et al.  Metaphors and Methodologies: Living Beyond the Systems Machine , 1993, MIS Q..

[27]  J. R. Turner,et al.  Cardiovascular Reactivity and Stress , 1994 .

[28]  Chris W. Clegg,et al.  Computer supported collaborative working: lessons from elsewhere , 1994, J. Inf. Technol..

[29]  Peter Kawalek,et al.  A methodology for business process redesign: experiences and issues , 1994, J. Strateg. Inf. Syst..