ASSISTIVE TECHNOLOGY Consumer-identified barriers and strategies for optimizing technology use in the workplace DESLEIGH M. DE JONGE & SYLVIA A. RODGER Division of Occupational Therapy, School of Health and Rehabilitation Sciences, The University of Queensland Abstract Purpose. This article explores the experiences of 26 assistive technology (AT) users having a range of physical impairments as they optimized their use of technology in the workplace. Method. A qualitative research design was employed using in-depth, open-ended interviews and observations of AT users in the workplace. Results. Participants identified many factors that limited their use of technology such as discomfort and pain, limited knowledge of the technology’s features, and the complexity of the technology. The amount of time required for training, limited work time available for mastery, cost of training and limitations of the training provided, resulted in an over-reliance on trial and error and informal support networks and a sense of isolation. AT users enhanced their use of technology by addressing the ergonomics of the workstation and customizing the technology to address individual needs and strategies. Other key strategies included tailored training and learning support as well as opportunities to practice using the technology and explore its features away from work demands. Conclusions. This research identified structures important for effective AT use in the workplace which need to be put in place to ensure that AT users are able to master and optimize their use of technology. Keywords: Assistive technology, work, disability, customization Introduction Optimization refers to the process of improving the use of technology by adjusting or customizing it to accommodate the specific requirements of the indi- vidual, the tasks being undertaken and the environ- ment, as well as learning to use it to effectively carry out the required work tasks. Customization can include making adjustments to positioning and seating, fine tuning the sensitivity of the mouse and keyboard, developing macros and utilizing software features for short cuts. In addition, AT users also need to be familiar with the features of their technology and know how to operate it effectively in order to compete equitably in the work environ- ment. Optimization is an important issue for people with disabilities who rely on technology as it can decrease fatigue and strain, ensure comfort and enhance work performance. Why is optimization necessary? It has long been recognized that assistive technology (AT) needs to be customized to the individual’s specific requirements and preferences to optimize its use [1]. To date attention has focused on the need to customize commercial devices when they do not meet individual requirements [2] and matching the person and technology prior to purchase to prevent non-use [1], however little attention has been paid to customizing technology in order to optimize use after purchase. AT users can often encounter difficulties and persist with old habits if devices are not ‘fine-tuned’ to meet their preferences and require- ments [3]. Recently, research has also raised concern about the amount of pain and discomfort technology users experience and the long-term implications of this [4]. At the very least, technology accommoda- tions should be adjusted to ensure that they do not Correspondence: Desleigh de Jonge, Division of Occupational Therapy, School of Health and Rehabilitation Sciences, The University of Queensland, Qld 4072, Australia. Tel: 61 7 3365 2793. Fax: 61 7 3365 1622. E-mail: d.dejonge@uq.edu.au Disability and Rehabilitation: Assistive Technology, January-June 2006; 1(1-2): 79 – 88 ISSN 1748-3107 print/ISSN 1748-3115 online ª 2006 Taylor & Francis DOI: 10.1080/09638280500167324