Repetitive Strain Injury (RSI) Among Computer Users: A Case Study in a Telecommunication Company
Last reviewed: March 2026
Key Findings
- Among 100 computer users with daily exposure exceeding 4 hours, 41.1% reported feeling tired at the upper back near the neck and 38% at the shoulder region.
- Shoulder pain was the most prevalent complaint (24.7%), followed by tingling sensations and numbness most commonly in the fingers (6.8% and 15.1% respectively).
- A statistically significant association was found between RSI risk factors and the prevalence of RSI among computer users at the telecommunication company.
- The study used the Nordic Modified Questionnaire and Body Parts Symptoms Survey (BPSS) to systematically assess RSI prevalence and risk factors.
Background
Repetitive Strain Injury (RSI) encompasses a group of musculoskeletal and nervous system conditions caused by repetitive tasks, forceful exertions, sustained awkward postures, or prolonged periods in fixed positions. In the context of computer-intensive occupations, RSI represents one of the most common occupational health hazards, affecting millions of workers worldwide. The telecommunications industry, with its heavy reliance on computer-based work, places employees at particularly elevated risk due to extended periods of keyboard use, mouse manipulation, and screen-based activities.
The global prevalence of computer-related musculoskeletal disorders has increased substantially since the 1970s, coinciding with the widespread adoption of keyboard entry devices in virtually all sectors of employment. Work-related RSI accounts for approximately 40% or more of occupational injury cases in many industries and 60% of workers’ compensation costs. Despite this significant burden, awareness of RSI prevention strategies remains inadequate in many workplace settings, particularly in rapidly developing economies where occupational health infrastructure may lag behind technological adoption.
Study Design and Methods
This cross-sectional study was conducted at a telecommunication company in Malaysia (identified as Telecommunication Company X for confidentiality). A total of 100 respondents were selected based on the inclusion criterion of daily computer exposure exceeding four hours. Two validated assessment instruments were employed: the Nordic Modified Questionnaire, which gathered data on socio-demographic characteristics, job information, physical risk exposure, physical symptoms, and RSI awareness levels; and the Body Parts Symptoms Survey (BPSS) form, which systematically identified specific body regions affected by RSI symptoms.
The BPSS approach enabled detailed mapping of symptom distribution across the body, categorising complaints into pain, tingling sensations, numbness, and fatigue. This body-region-specific assessment provided more granular data than generic musculoskeletal complaint questionnaires, allowing identification of the most vulnerable anatomical areas among computer users in this occupational setting.
Prevalence of RSI Symptoms
| Body Region | Pain (%) | Tingling (%) | Numbness (%) | Fatigue (%) |
|---|---|---|---|---|
| Shoulder | 24.7 | — | — | 38.0 |
| Neck (upper back) | — | — | — | 41.1 |
| Fingers | — | 6.8 | 15.1 | — |
| Hand/Wrist | Moderate | Moderate | Moderate | High |
The upper back near the neck emerged as the most commonly affected region for fatigue symptoms, with 41.1% of respondents reporting tiredness in this area. The shoulder region was second most affected (38% reporting fatigue), and also showed the highest prevalence of pain at 24.7%. Tingling sensations and numbness were most prevalent in the finger area, consistent with the sustained fine motor movements required for keyboard and mouse use. Collectively, the neck, shoulder, hand, wrist, and fingers showed the highest overall prevalence across all symptom categories.
Risk Factor Analysis
The study identified several modifiable and non-modifiable risk factors contributing to RSI prevalence. Physical risk factors included sustained static postures, repetitive hand and finger movements, awkward wrist positions during typing, and prolonged periods without rest breaks. Workstation ergonomic factors — including monitor position, keyboard height, chair adjustability, and mouse placement — contributed to the overall risk profile.
The statistical analysis confirmed a significant association between these risk factors and the prevalence of RSI symptoms among the study population. This finding reinforces the importance of comprehensive workplace ergonomic assessments and intervention programmes in computer-intensive industries. The telecommunication sector’s typically high work demands, including extended shift patterns and pressure to maintain productivity metrics, may compound ergonomic risk factors by reducing opportunities for rest breaks and postural variation.
Prevention and Intervention Strategies
Based on the findings, several prevention strategies are recommended for computer-intensive workplaces. Ergonomic workstation assessment and modification should be conducted for all computer users, ensuring that monitors are positioned at eye level, keyboards are at appropriate heights to maintain neutral wrist positions, and chairs provide adequate lumbar support with adjustable features. Regular microbreaks — brief pauses of 30 seconds to two minutes every 20-30 minutes of continuous computer use — have been shown to reduce cumulative musculoskeletal strain.
Stretching exercise programmes targeting the neck, shoulder, forearm, and hand muscles should be encouraged and integrated into the workplace culture. Employer-provided education on RSI risk factors, early warning symptoms, and self-management strategies can empower workers to take proactive steps to protect their musculoskeletal health. For workers already experiencing symptoms, early referral to occupational health services is essential to prevent progression to chronic conditions that may require extended leave or career modification.
Limitations
The study was conducted at a single telecommunication company, limiting generalisability to other industries and workplace settings. The cross-sectional design prevents determination of causal relationships between risk factors and RSI prevalence. Self-reported symptoms may be subject to recall bias and may not correspond precisely to clinically diagnosed conditions. The study did not include clinical examination or diagnostic imaging, which would have strengthened the characterisation of specific RSI conditions. Additionally, psychosocial factors such as job stress, job satisfaction, and organisational support — which are increasingly recognised as important contributors to musculoskeletal complaints — were not comprehensively assessed.
Baba NH, Daruis DDI. Repetitive Strain Injury (RSI) Among Computer Users: A Case Study in Telecommunication Company. Malaysian Journal of Public Health Medicine. 2016;Special Volume (1).
License: Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0)