FIRST LINE 近期與生命線台灣總會共同發表「青少年心理健康文字協談服務」三年成果報告。
FIRST LINE recently co-published the Three-Year Impact Report on Youth Mental Health Text-Based Counseling Services in collaboration with Lifeline Taiwan.
研究顯示，傳統以電話與即時通訊軟體為主的求助設計，實際上對青少年形成隱性門檻。生命線因此重新設計求助入口，將協談服務前移至青少年最熟悉、最常使用的搜尋情境中。使用者僅需於 Google 或 YouTube 搜尋相關關鍵字，即可看到生命線的置頂資訊並直接進入文字協談平台，無須撥打電話，實質降低求助的心理與行為成本。
The findings indicate that traditional help-seeking channels—primarily phone calls and instant messaging apps—create implicit barriers for adolescents. In response, Lifeline redesigned its access points by shifting counseling entry to where young people naturally search for information. By simply entering relevant keywords on Google or YouTube, users can now see Lifeline’s prioritized listings and directly access the text-based counseling platform—without making a phone call. This significantly reduces both psychological and behavioral friction in seeking help.
入口調整後，文字協談的有效服務量出現結構性成長，從原本每月 20–60 件，提升至 2025 年單月超過 400 件，全年累計突破 3,600 件。其中 13 至 29 歲族群占比高達 84.7%，顯著高於電話協談的 10%。數據清楚顯示，文字型、即時、低侵入的服務模式，更貼近青少年真實的求助行為與使用習慣。
Following this redesign, effective text-based counseling volume increased structurally, growing from 20–60 cases per month to over 400 cases in a single month in 2025, with annual totals exceeding 3,600 sessions. Among these users, individuals aged 13–29 accounted for 84.7% of all cases—substantially higher than the 10% observed in phone-based counseling. The data clearly demonstrates that text-based, real-time, low-intrusion services align more closely with adolescents’ actual help-seeking behaviors and digital habits.
未來，FIRST LINE 將以此實證為基礎，持續與公益組織、教育體系及平台方合作，系統性複製並擴散「低摩擦、即時、貼近使用情境」的服務模式，將心理健康支持真正嵌入青少年日常生活中，讓求助不再是一個需要跨越門檻的選擇，而是一個隨時可被啟動的行動。
Building on this evidence, FIRST LINE will continue to collaborate with nonprofit organizations, educational systems, and platform partners to systematically replicate and scale a “low-friction, real-time, context-native” service model. The objective is to embed mental health support into young people’s everyday digital environments—transforming help-seeking from a high-threshold decision into an action that can be initiated immediately when needed.
