心理疾病是二十一世紀全球面對健康議題的最大挑戰。從2020年全球遭受新冠病毒的肆虐蔓延，造成人心恐慌，可以窺見身心健康的密不可分。在進入5G網路時代的此時，如何利用網路使遠距醫療和通信諮商使人類身心健康得到即時的照護是現今各國重要的議題。在「網路無疆界、天涯若比鄰」的科技時代，網路諮商平台結合網通技術和平台經濟，有益於心理健康資源普及至社會各角落，滿足人心需要。
衛福部因應網際網路已改變人們尋求心理服務的習慣，在2019年11月訂定心理師執行通訊心理諮商作業原則，正式宣告遠距心理諮商時代來臨。全球更在科技的進步下，主要經濟體已競相投資資訊及通訊產業（ICTs），並透過「E-therapy」提供可以在任何時間、任何地點的健康照護服務方式。國發會2017年指出，隨著數位平台、分享經濟服務模式，透過網路平台提供包含心理諮商在內的醫事專業服務已順勢崛起，例如美國、日本等國家，已陸續放寬醫療相關法規之限制，逐步開放醫療網路服務的範圍。研究者也調查發現，隨著醫療網路服務模式的興起，也造就了全球諮商平台的崛起。
本研究採用比較研究法，分析在美國（Breakthrough、BetterHelp）、英國（e-Therapy.uk）、德國（mentavio）、日本（cotree、Voice Marche）、中國大陸（簡單心理、壹心理）及台灣（遠距抱抱、逍遙心理）共10個心理諮商平台的運作模式，包含形成背景、遠距服務內容、心理師服務品質保障政策、心理師福利制度、服務費用等五大面向。
根據研究結果，研究者提出一個理想的網路諮商平台的運作模式：（1）對求助者而言，平台需要有突破心理障礙的親近性、資訊的透明度、個案的自主性、服務內容的多樣性及諮商品質保證性。（2）對心理師而言，平台必須有足夠的個案來源與收入確定性；需要有能為心理師建立個人專業品牌的行銷力；需要提供心理師個人與專業成長的環境與資源。（3）對平台業者而言，需要有一個兼顧心理師的獲利模式，以投注更多行銷推廣力度，吸引更多求助者，也需要投入更多科技研發，使平台使用更符合人性化設計，以創造平台正向循環的運作模式。

Mental illness is the biggest challenge facing health issues globally in the 21st century. From the global panic caused by the raging spread of the COVID-19 in 2020, we can see the inseparability of physical and mental health. At this time when entering the 5G network era, how to use the network to enable telemedicine and e-counseling to provide immediate care for human physical and mental health is an important issue in various countries today. In the technological era of "the Internet knows no borders and the world is close to each other", the online counseling platform combines netcom technology and platform economy to spread mental health resources to all corners of the society and meet the needs of the people.
In response to the Internet’s impact on how people seek psychological treatments and services, the Ministry of Health and Welfare promulgated guidelines in November 2019 on online psychological counseling, announcing the advent of remote counseling. As technology advances, major economies around the world have rushed to invest in the information and communications industry （ICTs）, particularly in relation to providing healthcare services remotely, such as “E-therapy.” The National Development Council of the Republic of China pointed out in 2017 that online healthcare platforms, including those for psychological counseling, have become the norm as industries adopt new business models characterized by digitalization. Countries such as the United States and Japan have relaxed restrictions posed by medical-related laws and regulations, opening up the scope of medical services that may be provided online. This study has found that as online medical treatment have permeated, online consulting platforms have grown as well.
This paper will use a comparative research method to analyze the operational models of 10 online consulting platforms in countries around the world, including the United States （Breakthrough, BetterHelp）, the United Kingdom （e-Therapy.uk）, Germany （mentavio）, Japan （cotree, Voice Marche）, Mainland China （Jiandanxinli, Xinli001） and Republic of China/Taiwan （FarHugs, Xiaoyaoxinli）, focusing on five major aspects: （a） founding principles, （b） types of remote services provided, （c） policies ensuring the quality of psychologists, （d） benefits provided to psychologists, and （e） costs of service.
This study proposes an ideal model for the operation of online psychological consulting platforms: （1） As to consumers, such model should focus on ensuring approachability and ease of use （to combat commonplace psychological barriers to seek help）, achieving informational transparency, providing users with a sense of autonomy, and ensuring a variety of quality services; （2） as to professional service providers including psychologists, such model should focus on guaranteeing a certain volume of cases, providing a degree of certainty in income, and assisting in the development and promotion of individual professional service providers; （3） as to the platform operator, such model should focus on providing incentives to psychologists, investing in marketing to attract a broad client base, developing technologies necessary to make the platform more user-friendly, and ultimately creating a positive cycle of reinforcement.

致謝 i
中文摘要 ii
英文摘要 iii
目錄 v
表目錄 vii
圖目錄 viii
第一章 緒論 1
第一節 研究動機 1
第二節 研究目的 4
第三節 名詞定義 4
第四節 研究步驟 6
第二章 文獻探討 8
第一節 網路諮商的起源 8
第二節 網路諮商的早期的經驗與爭論 9
第三節 網路諮商療效探討 13
第四節 APA確立網路諮商是電信時代的諮商新趨勢 15
第五節 網路諮商的時代意義 20
第三章 研究方法 23
第一節 研究方法 23
第二節 研究對象 24
第三節 研究資料蒐集與分析 25
第四章 研究結果與討論 26
第一節 描述與解釋 26
第二節 並排與比較 61
第三節 研究討論 80
第五章 研究結論與建議 85
第一節 研究結論 85
第二節 研究建議 86
第三節 研究限制 88
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