Epidemic of "shocks" in telephone operators: lessons for the medical community

In January 1986 two brief power failures occurring within an hour of each other affected the operation of visual display terminals in a section of the Manitoba Telephone System. After the power failures three operators reported an alarming tingling sensation in their arms and one side of their body, which they called "shocks". Other operators then began to report incidents of numbness and tingling in their limbs, face or head as well as other, diffuse symptoms. During the next 2 weeks 92 such incidents were reported by 55 operators. The media carried alarming headlines, and medical practitioners perpetuated the label of "electric shock". Despite extensive investigation, which revealed no electrical fault, the section was closed by the regulatory authority, and an independent medical panel was convened to review the findings. The panel concluded that there was no immediate hazard to life or health and recommended continued workplace assessment and follow-up of affected operators; however, because the panel lacked electrical engineering expertise, uncertainty persisted as to the cause of the events. The reports of incidents persisted, peaking in association with continued rumours of diagnoses of "nerve damage". In the fall of 1987 a multidisciplinary committee ruled out as causative factors all known hazards other than electrostatic shock and occupational stress. This costly and lengthy investigation underlines the danger in regarding collective stress reaction as a diagnosis of exclusion. It highlights the need to scrutinize objective evidence before validating potentially unfounded concerns and underlines the desirability of considering the psychosocial effects of technology and regimented tasks.