TEDWomen 2015
Nancy Lublin: How data from a crisis text line is saving lives
南希·盧布林: 令人心碎的簡訊激發了危機求救熱線
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當一個年輕的女子發了一條令人心碎的簡訊給 DoSomething.org 以尋求幫助的時候， 該組織的反應是為那些痛苦的人打開了一條全國性的危機簡訊熱線。 大約1000萬條簡訊之後，這個組織利用私人的力量和簡訊幫助了那些有問題的人，比如吸毒、自殺的想法、飲食失調、性虐待等等。 數據在收集的過程中重新塑造了政策，而且為學校的執法提供了更好的面對危機的準備。
Nancy Lublin - Activist
As the CEO and Founder of Crisis Text Line, Nancy Lublin is using technology and data to help save lives. Full bio
As the CEO and Founder of Crisis Text Line, Nancy Lublin is using technology and data to help save lives. Full bio
Double-click the English transcript below to play the video.
00:12
A girl I've never met before
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有一個我從未見過的女孩
00:15
changed my life and the life
of thousands of other people.
of thousands of other people.
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改變了我和其他數千個人的生活。
00:19
I'm the CEO of DoSomething.org.
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我是 DoSomething.org 的執行長。
00:22
It's one of the largest organizations
in the world for young people.
in the world for young people.
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這是全球數一數二為增進
年輕人福祉而設立的機構。
年輕人福祉而設立的機構。
00:27
In fact it's bigger than the Boy Scouts
in the United States.
in the United States.
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事實上，這個機構甚至
比美國童軍組織還要大，
比美國童軍組織還要大，
00:29
And we're not homophobic.
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而且我們不怕同性戀。
00:31
(Laughter)
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（笑聲）
00:34
And it's true -- the way we communicate
with young people is by text,
with young people is by text,
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事實上我們透過發簡訊
和青少年交流，
和青少年交流，
00:37
because that's how
young people communicate.
young people communicate.
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因為那是青少年的交流方法。
00:40
So we'll run over 200 campaigns this year,
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所以我們今年舉辦了
超過 200 場的活動，
超過 200 場的活動，
00:44
things like collecting peanut butter
for food pantries,
for food pantries,
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包括替食物發放處收集花生醬，
00:47
or making Valentine's Day cards
for senior citizens who are homebound.
for senior citizens who are homebound.
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或者為那些閒居在家的老人
製作、發送情人節卡片。
製作、發送情人節卡片。
00:53
And we'll text them.
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我們都透過發簡訊告訴他們。
00:54
And we'll have a 97 percent open rate.
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並且我們獲得了97%的打開率。
00:57
It'll over-index Hispanic and urban.
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這超過了西班牙裔和城市。
01:00
We collected 200,000 jars of peanut butter
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我們收集了 20 萬罐花生醬，
01:04
and over 365,000 Valentine's Day cards.
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和超過 36.5 萬張情人節賀卡。
01:08
This is big scale. OK --
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這規模超大的。
01:10
(Applause)
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（掌聲）
01:13
But there's one weird side effect.
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但是有一個奇怪的副作用。
01:15
Every time we send out a text message,
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每次我們發出一個簡訊，
01:18
we get back a few dozen text messages
having nothing to do with peanut butter
having nothing to do with peanut butter
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我們會收到幾十條和花生醬、
饑荒或老人沒有關係的簡訊，
饑荒或老人沒有關係的簡訊，
01:23
or hunger or senior citizens --
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但是簡訊內容是關於被霸凌、
01:26
but text messages about being bullied,
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01:29
text messages about being addicted to pot.
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關於沉迷毒品。
01:33
And the worst message
we ever got said exactly this:
we ever got said exactly this:
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我們收到最心碎的消息是：
01:38
"He won't stop raping me.
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「他不停地強奸我。
01:40
It's my dad.
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他是我爸爸。
01:43
He told me not to tell anyone.
Are you there?"
Are you there?"
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他叫我別告訴任何人。
你在嗎？」
你在嗎？」
01:50
We couldn't believe this was happening.
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我們不敢相信這件事的發生。
01:52
We couldn't believe that something
so horrific could happen to a human being,
so horrific could happen to a human being,
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我們不敢相信那麽可怕的事情
發生在人類身上，
發生在人類身上，
而她把這麼私密的事情
分享給我們。
分享給我們。
01:55
and that she would share it with us --
something so intimate, so personal.
something so intimate, so personal.
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02:00
And we realized
we had to stop triaging this
we had to stop triaging this
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接著我們意識到
我們必須停止歸類這些事，
我們必須停止歸類這些事，
02:02
and we had to build a crisis text line
for these people in pain.
for these people in pain.
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並且建立一個危機熱線
來幫助那些在痛苦中的人。
來幫助那些在痛苦中的人。
02:07
So we launched Crisis Text Line,
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所以我們非常低調地
開設了危機簡訊熱線，
開設了危機簡訊熱線，
02:11
very quietly, in Chicago and El Paso --
just a few thousand people in each market.
just a few thousand people in each market.
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在芝加哥和艾爾帕索，
每一個的市場僅有幾千人。
每一個的市場僅有幾千人。
02:16
And in four months,
we were in all 295 area codes in America.
we were in all 295 area codes in America.
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在四個月之後，
我們遍布了全美 295 個地區。
我們遍布了全美 295 個地區。
02:21
Just to put that into perspective,
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全面地來看，
02:22
that's zero marketing and faster growth
than when Facebook first launched.
than when Facebook first launched.
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零行銷且快速成長的速度
比臉書首次推出時還要快。
比臉書首次推出時還要快。
02:26
(Applause)
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（掌聲）
02:31
Text is unbelievably private.
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簡訊是非常私密的，
02:33
No one hears you talking.
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沒人能聽見你說話。
02:35
So we spike everyday at lunch time --
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所以每天的午餐時間簡訊量最大，
02:37
kids are sitting at the lunch table
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當孩子們坐在餐桌邊，
02:39
and you think that she's texting
the cute boy across the hall,
the cute boy across the hall,
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你認為她在發簡訊給食堂對面的男孩，
02:42
but she's actually texting us
about her bulimia.
about her bulimia.
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但她其實是在發簡訊
告訴我們她暴食症的問題。
告訴我們她暴食症的問題。
02:45
And we don't get the word "like"
or "um" or hyperventilating or crying.
or "um" or hyperventilating or crying.
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而且我們不會聽到「像」或「額」等口頭禪
或者激動、大哭。
或者激動、大哭。
02:49
We just get facts.
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我們只會收到事實。
02:52
We get things like, "I want to die.
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我們收到像是「我想死。
02:55
I have a bottle of pills
on the desk in front of me."
on the desk in front of me."
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我前方的桌子上有一瓶藥。」
02:59
And so the crisis counselor says,
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而我們的危機顧問會說：
03:01
"How about you put those pills
in the drawer while we text?"
in the drawer while we text?"
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「我們聊天的時候，
妳把藥罐放進抽屜怎麽樣？」
妳把藥罐放進抽屜怎麽樣？」
03:05
And they go back and forth for a while.
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然後他們交談了一陣子。
03:08
And the crisis counselor
gets the girl to give her her address,
gets the girl to give her her address,
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然後危機顧問讓女孩說出她的地址，
03:11
because if you're texting
a text line, you want help.
a text line, you want help.
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因為會發簡訊求救，
就表示妳想得到幫助。
就表示妳想得到幫助。
03:13
So she gets the address
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所以她拿到了地址後，
03:15
and the counselor triggers
an active rescue
an active rescue
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顧問立刻啟動救援行動，
03:17
while they're texting back and forth.
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同時他們繼續來回發簡訊。
03:20
And then it goes quiet --
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然後是一片沈靜 ——
03:23
23 minutes with no response
from this girl.
from this girl.
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23分鐘裡，女孩沒有回覆。
03:29
And the next message that comes in says --
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接著下一條訊息，
03:31
it's the mom --
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來自她母親：
03:33
"I had no idea, and I was in the house,
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「我當時在家，卻什麽也不知道，
03:36
we're in an ambulance
on our way to the hospital."
on our way to the hospital."
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我們在救護車上，要去醫院。」
03:40
As a mom that one just --
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身為母親，這訊息真是...
03:44
The next message comes a month later.
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下一條簡訊是一個月之後。
03:47
"I just got out of the hospital.
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「我剛出醫院。
03:49
I was diagnosed as bipolar,
and I think I'm going to be OK."
and I think I'm going to be OK."
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我被診斷出有躁鬱症，
但我覺得會好起來的。」
但我覺得會好起來的。」
03:53
(Applause)
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（掌聲）
03:56
I would love to tell you
that that's an unusual exchange,
that that's an unusual exchange,
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我很樂意告訴你們
這種事情很不常見，
這種事情很不常見，
04:00
but we're doing on average
2.41 active rescues a day.
2.41 active rescues a day.
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但我們平均每天進行2.41次營救。
04:05
Thirty percent of our text messages
are about suicide and depression -- huge.
are about suicide and depression -- huge.
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30%的簡訊是關於自殺和憂鬱，
這是很高的比例。
這是很高的比例。
04:10
The beautiful thing about Crisis Text Line
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危機簡訊熱線美麗的地方在於，
04:12
is that these are strangers
counseling other strangers
counseling other strangers
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在最私密的事情上，
由陌生人諮詢其他陌生人，
由陌生人諮詢其他陌生人，
04:16
on the most intimate issues,
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而且陪伴他們走出水深火熱的事件。
04:19
and getting them from hot moments
to cold moments.
to cold moments.
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04:21
It's exciting, and I will tell you
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我想告訴各位，很激動的是，
04:23
that we have done a total
of more than 6.5 million text messages
of more than 6.5 million text messages
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我們不到兩年，
就處理了 650 萬條簡訊。
就處理了 650 萬條簡訊。
04:28
in less than two years.
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04:29
(Applause)
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（掌聲）
04:34
But the thing that really gets me
hot and sweaty about this,
hot and sweaty about this,
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但是讓我最激動的，
04:37
the thing that really gets me
psyched is the data:
psyched is the data:
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讓我真的激動的是這些數據：
04:40
6.5 million messages --
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650萬條簡訊
04:43
that's the volume, velocity and variety
to provide a really juicy corpus.
to provide a really juicy corpus.
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能夠集結成龐大、
有效率、多元的資料庫。
有效率、多元的資料庫。
04:49
We can do things like predictive work.
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我們可以做類似預測的工作。
04:50
We can do all kinds of conclusions
and learnings from that data set.
and learnings from that data set.
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我們可以得到各種結論
並且從資料中學習。
並且從資料中學習。
04:55
So we can be better,
and the world can be better.
and the world can be better.
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以此我們可以變得更好，
世界可以更美好。
世界可以更美好。
04:58
So how do we use the data
to make us better?
to make us better?
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所以我們要怎麽利用數據
讓我們做得更好呢？
讓我們做得更好呢？
05:01
Alright, chances are someone here,
someone watching this
someone watching this
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好的，在座某些人，
或是正在觀看的人中，
或是正在觀看的人中，
05:04
has seen a therapist or a shrink
at some point in time in your life --
at some point in time in your life --
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很可能曾找過治療師或心理醫師。
05:08
you do not have to raise your hand.
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不用舉手沒關係。
05:09
(Laughter)
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（笑聲）
05:11
How do you know that person's any good?
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你怎麽知道那心理醫生好不好？
05:13
Oh, they have a degree
from Harvard on the wall?
from Harvard on the wall?
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哦，他們的牆上掛有
哈佛大學的畢業學位嗎？
哈佛大學的畢業學位嗎？
05:15
Are you sure he didn't graduate
in the bottom 10 percent?
in the bottom 10 percent?
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你確定他不是墊底的 10% 嗎？
05:18
(Laughter)
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（笑聲）
05:20
When my husband and I
saw a marriage counselor,
saw a marriage counselor,
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當我和丈夫去找婚姻諮商的時候，
05:22
I thought she was a genius when she said,
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我還以為她是天才，因為她說：
05:24
"I'll see you guys in two weeks --
but I need to see you next week, sir."
but I need to see you next week, sir."
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「你們兩週後再過來，
但是先生，你需要下週自己來。」
但是先生，你需要下週自己來。」
05:27
(Laughter)
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（笑聲）
05:30
We have the data to know
what makes a great counselor.
what makes a great counselor.
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我們有數據來知道
怎麽成為好的諮商師。
怎麽成為好的諮商師。
05:33
We know that if you text
the words "numbs" and "sleeve,"
the words "numbs" and "sleeve,"
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我們知道如果你發出
「麻木」和「袖子」的字眼，
「麻木」和「袖子」的字眼，
05:38
there's a 99 percent match for cutting.
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99% 跟用刀自殘有關。
05:41
We know that if you text
in the words "mg" and "rubber band,"
in the words "mg" and "rubber band,"
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我們知道如果你發出
「毫克」和「橡皮圈」字眼，
「毫克」和「橡皮圈」字眼，
05:46
there's a 99 percent match
for substance abuse.
for substance abuse.
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99% 跟藥物濫用有關。
05:50
And we know that if you text in
"sex," "oral" and "Mormon,"
"sex," "oral" and "Mormon,"
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我們也知道如果你打出
「性」、「口」、「摩門教」，
「性」、「口」、「摩門教」，
05:56
you're questioning if you're gay.
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你在質疑自己是不是同性戀。
05:59
Now that's interesting information
that a counselor could figure out
that a counselor could figure out
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這是諮商師能發現的有趣資訊，
06:02
but that algorithm in our hands
means that an automatic pop-up says,
means that an automatic pop-up says,
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但是我們手中有了演算法代表
會自動跳出提示：
會自動跳出提示：
「99% 與割傷有關——
試著尋問以下問題」
試著尋問以下問題」
06:06
"99 percent match for cutting --
try asking one of these questions"
try asking one of these questions"
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06:11
to prompt the counselor.
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來提示顧問。
06:12
Or "99 percent match for substance abuse,
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或者「99% 與藥物濫用有關，
06:15
here are three drug clinics
near the texter."
near the texter."
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以下三所藥物診所靠近發消息人。」
06:19
It makes us more accurate.
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它讓我們更加精確。
06:22
On the day that Robin Williams
committed suicide,
committed suicide,
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在羅賓·威廉姆斯自殺的那天，
06:25
people flooded hotlines
all over this country.
all over this country.
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全國上下打爆了熱線電話。
06:27
It was sad to see an icon,
a funnyman, commit suicide,
a funnyman, commit suicide,
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一個巨星、諧星自殺
是件令人傷心的事，
是件令人傷心的事，
06:31
and there were three hour wait times
on every phone hotline in the country.
on every phone hotline in the country.
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國內的每個熱線電話都有
三個小時的等待時間。
三個小時的等待時間。
06:35
We had a spike in volume also.
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在數量上我們也有了激增。
06:37
The difference was
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不一樣的是
06:38
if you text us, "I want to die,"
or "I want to kill myself,"
or "I want to kill myself,"
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如果你發給我們：
「我想死」或「我想自殺」，
「我想死」或「我想自殺」，
06:42
the algorithm reads that,
you're code orange,
you're code orange,
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運算系統讀到時，會標上橙色，
06:46
and you become number one in the queue.
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然後你就成了隊伍裡的第一個。
06:48
So we can handle severity,
not chronological.
not chronological.
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所以我們注重嚴重程度，
不是傳訊息訊進來的時間。
不是傳訊息訊進來的時間。
06:51
(Applause)
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（掌聲）
06:56
This data is also making the world better
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這個數據也讓世界更美好，
06:59
because I'm sitting on the world's
first map of real-time crises.
first map of real-time crises.
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因為我在世界即時危機的第一線。
07:04
Think about it:
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想想看：
07:05
those 6.5 million messages, auto-tagging
through natural language processes,
through natural language processes,
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那 650萬條簡訊，
透過自然語言處理自動貼標籤，
透過自然語言處理自動貼標籤，
07:10
all of these data points --
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所有的數據點——
07:11
I can tell you that the worst day
of the week for eating disorders: Monday.
of the week for eating disorders: Monday.
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我可以告訴你一週中
飲食最不規律的是週一。
飲食最不規律的是週一。
07:17
The worst time of day
for substance abuse: 5am.
for substance abuse: 5am.
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一天中藥物濫用
最嚴重的時間是早上五點。
最嚴重的時間是早上五點。
07:22
And that Montana is
a beautiful place to visit
a beautiful place to visit
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還有蒙大拿是個很美的旅遊地，
07:25
but you do not want to live there,
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但是你不會想住在那，
07:27
because it is the number one state
for suicidal ideation.
for suicidal ideation.
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因為那是自殺率最高的州。
07:31
And we've made this data public
and free and open.
and free and open.
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我們將這些數據公開、免費和開放。
07:35
We've pulled all the personally
identifiable information.
identifiable information.
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我們已經將所有
可識別個人的資訊拉出來，
可識別個人的資訊拉出來，
07:38
And it's in a place
called CrisisTrends.org.
called CrisisTrends.org.
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資料就放在 CrisisTends.org 的網站上。
07:42
Because I want schools to be able to see
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因為我想讓學校看到
07:47
that Monday is the worst day
for eating disorders,
for eating disorders,
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週一是飲食失調最差的一天，
07:49
so that they can plan meals
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所以他們可以安排伙食，
07:51
and guidance counselors
to be there on Mondays.
to be there on Mondays.
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並讓諮商師在週一去學校。
07:54
And I want families to see that
substance abuse questions spike at 5am.
substance abuse questions spike at 5am.
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我還想讓家庭看到早上五點
是藥物濫用猛增的時候。
是藥物濫用猛增的時候。
07:59
I want somebody to take care of those
Native American reservations in Montana.
Native American reservations in Montana.
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我想讓一些人照顧在蒙大拿的美國原住民。
08:03
(Applause)
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（掌聲）
08:06
Data, evidence
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數據、證據
08:08
makes policy, research,
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能夠讓政策、研究、
08:11
journalism, policing, school boards --
everything better.
everything better.
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新聞、監控、教育委員會等，
把一切變得更好。
把一切變得更好。
08:15
I don't think of myself
as a mental health activist.
as a mental health activist.
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我不認為自己是精神健康的活躍人士。
08:18
I think of myself
as a national health activist.
as a national health activist.
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我認為我是國家健康活躍人士。
08:22
I get really excited about this data,
I'm a little nerdy.
I'm a little nerdy.
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我對這些資訊很激動，
我是有點像個書呆子。
我是有點像個書呆子。
08:26
Yeah, that sounded too girly.
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是的，這聽起來太像個小女孩。
08:28
I'm nerdy.
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我就是書呆子。
08:29
(Laughter)
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（笑聲）
08:31
I love data.
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我喜歡數據。
08:34
And the only difference really between me
and those people in hoodies down the road
and those people in hoodies down the road
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然後我和那些在路邊穿著連帽衣，
08:39
with their fat-funded companies,
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經營賺錢公司的人唯一的差別是，
08:41
is that I'm not inspired by helping you
find Chinese food at 2am in Dallas,
find Chinese food at 2am in Dallas,
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我不會用這項技術幫你
在早上兩點的達拉斯找中國菜，
在早上兩點的達拉斯找中國菜，
08:47
or helping you touch your wrist
and get a car immediately,
and get a car immediately,
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或是讓你觸碰手腕
就能立刻叫車，
就能立刻叫車，
08:51
or swipe right and get laid.
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或者讓你往右一滑，
就可以找人上床。
就可以找人上床。
08:53
I'm inspired --
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我的動力——
08:55
(Laughter, applause)
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（笑聲，掌聲）
09:00
I want to use tech and data
to make the world a better place.
to make the world a better place.
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我想用科技和資訊讓世界更加美好。
09:05
I want to use it to help that girl,
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我想用這個技術幫助那個
09:07
who texted in about
being raped by her father.
being raped by her father.
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發簡訊說被父親強奸的女孩。
09:09
Because the truth is
we never heard from her again.
we never heard from her again.
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因為事實是我們再也沒有她的消息。
09:12
And I hope that she is
somewhere safe and healthy,
somewhere safe and healthy,
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我希望她不管在哪裡，都很健康安全，
09:17
and I hope that she sees this talk
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我希望她能看見這個演講。
09:19
and she knows that her desperation
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並且讓她知道她的絕望和勇氣
09:21
and her courage inspired
the creation of Crisis Text Line
the creation of Crisis Text Line
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激發了危機熱線的創立，
09:25
and inspires me every freaking day.
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而且激勵著我該死的每一天。
09:28
(Applause)
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（掌聲）
ABOUT THE SPEAKER
Nancy Lublin - ActivistAs the CEO and Founder of Crisis Text Line, Nancy Lublin is using technology and data to help save lives.
Why you should listen
Nancy Lublin is Founder and CEO of Crisis Text Line, the nations first free, 24/7 text line for people in crisis. To date, almost 10 million text messages have come through the text line.
Nancy recently left her post as CEO of DoSomething.org, one of the largest global organizations for young people and social change. Previously, she founded Dress for Success, the organization that helps women transition from welfare to work.
Nancy Lublin | Speaker | TED.com