Published in Journal of the Norwegian Psychological Association January 27th, 2026.

DOI: https://doi.org/10.52734/ZLUX8052

Authors: Kristin Stotesbury, Ane Martine Tømmeraas, Oda Stakkestad Klakegg, Ole Myklebust Amundsen, Marius Veseth & Elisabeth Schanche

Abstract

Objective: This study investigates users’ experiences of anonymous chat-based support services for mental health problems and their reasons for choosing such services. Method: Semi-structured interviews were conducted with nine women between the ages of 20–34 years. Data were analysed using reflexive thematic analysis. Results: The analysis yielded four themes: 1) Someone to talk to, 2) Anonymity, 3) On the users’ terms, and 4) Challenges with chat-based support services. Conclusion: Our findings indicate that chat-based mental health services worked well for those who found it difficult to seek help. Anonymity and distance contributed to a sense of control, which was important when choosing these services. In addition, being able to reach out during evenings or weekends or when help was needed to regulate emotions appears important. This study examines the characteristics of chat-based services and highlights the need for greater focus on empowerment-oriented support services.