当投稿提及自残时 — 管理员应如何处理

If you or someone you know is in immediate danger, call 999. In Malaysia, Befrienders KL answers at any hour on 03-7627 2929, and the Ministry of Health's Talian HEAL is on 15555 (8am to midnight, every day). Outside Malaysia, findahelpline.com lists services by country.

简短回答。 请勿按原样发布此信息。如果信息中包含可识别个人身份或其所在位置的内容，请立即拨打999。否则，请发布公开回复，表示已收到信息，并提供求助热线号码——Befrienders KL：03-7627 2929（24小时）和Talian HEAL：15555——然后告知另一位管理员。切勿发布任何方法、计划或告别信息。

Sooner or later every confession page receives a submission from someone who says they do not want to be alive. It tends to arrive late at night, in among the crushes and complaints, and the admin who opens it is usually a student with no training and no one to ask.

This guide is for that moment. It is not a substitute for professional training, and it cannot make you responsible for another person's life. What it can do is help you avoid making things worse and point the person toward people who can actually help.

What you are and are not

You are a volunteer who runs a social media page. You are not a counsellor or a crisis line, and you cannot provide care through a submission queue. Be honest with yourself about this, because the commonest mistakes come from admins trying to be more than they are — publishing the message so that the community will rally round, or attempting to work out who the writer is in order to rescue them.

Your job is narrower and more achievable: do not amplify harm, put help within reach, and escalate to people with real capacity when someone appears to be in danger.

Read it for urgency

Not every mention of despair is an emergency, and you will need to make a quick judgement. Signs that a message is urgent include:

• a stated intention to act, especially with a time ("tonight", "after my last paper");
• a specific plan or method;
• saying goodbye, giving belongings away, or apologising in advance;
• saying that the means are already to hand.

Messages that express pain, exhaustion or hopelessness without these signs are serious and deserve a response, but they give you a little more time to respond well.

If you cannot tell, treat it as urgent.

If someone appears to be in immediate danger

The difficulty with an anonymous submission is that you usually have no idea who wrote it and no means of replying. Do what is possible.

1. If the message contains anything that identifies the person or their location — a name, a room, a hostel — contact emergency services on 999 and give them what you have. If the person is at your institution, contact campus security or the counselling service as well; they are able to check on a student in a way you are not.
2. If your submission tool lets you reply privately to the submitter, send a short, warm message with helpline numbers. Do not lecture and do not make promises you cannot keep.
3. If there is no way to reach them, publish a response on the page as soon as you can — see below. A person who submitted to your page is likely to be watching it.
4. Tell another admin. Do not carry it alone, and do not let it wait for the next person on the rota.

Do not attempt to trace the author yourself by comparing writing styles or asking around. You are more likely to identify the wrong person, or to expose the right one, than to help.

What not to publish

The instinct to publish the message as it stands, so that people can offer support, is understandable and usually wrong. Decades of research into how suicide is reported have produced consistent guidance, summarised by the World Health Organization and by suicide-prevention bodies around the world. The essentials are these.

Do not publish the method or the plan. Detail about how someone intends to harm themselves can act as instruction for another person who is at risk.

Do not publish a farewell. A goodbye message presented to an audience gives the act an audience.

Do not present it as a solution or an inevitability. Language such as "couldn't take it any more" or "finally at peace" frames death as an answer to a problem.

Do not sensationalise. No dramatic headlines, no "TRIGGER WARNING ‼️ HEARTBREAKING", no pinning the post to the top of the page.

Do not publish anything that could identify the person, including the circumstances they describe. If readers work out who it is, the person now has a crowd to deal with on top of everything else.

What you can publish instead

You can respond publicly without publishing the submission. A post along the following lines does more good than the original message would.

To the person who wrote to us last night about not wanting to be here: we read it, and we're glad you told someone. We aren't able to reply to you directly, and we aren't the right people to help — but there are people who are, and they are awake right now.

Befrienders KL: 03-7627 2929 (24 hours, free, confidential) Talian HEAL: 15555 (8am–midnight daily) [Your campus counselling service and its contact details]

You don't have to be certain it's "bad enough" to call. Please talk to one of them.

It tells the person they were heard. It tells everyone else who is struggling the same thing. It gives no detail about what was said, and it points to people with training.

If the submission describes distress without immediate danger — loneliness, exam pressure, feeling like a burden — you may be able to publish an edited version with anything about methods and anything identifying removed, and the same resources attached. Many people find it a relief to read that someone else feels as they do. When in doubt, publish the response rather than the message.

Watch the comments

Whatever you publish, stay with the comment section for the first few hours.

• Remove guesses about who wrote it straight away.
• Remove anything dismissive, mocking or challenging ("just do it then", "attention seeker").
• Remove descriptions of methods, however well meant the commenter's own story may be.
• Leave, and respond warmly to, comments in which people share that they have felt the same and got through it. These help.

If the comments turn harmful faster than you can keep up, close them. Tools for doing so are covered in 管理告白帖的评论.

Put resources where people will find them

Do not wait for a crisis to tell your audience where help is.

• Add helpline numbers to the page's About section.
• If your submission form has introductory text, include a line there: "If you're thinking about hurting yourself, please call Befrienders on 03-7627 2929 instead of — or as well as — writing to us."
• Find out now what your institution's counselling service offers, what its hours are and how students reach it. Have that written down before you need it.

Malaysian services worth listing:

Opening hours and numbers change. Check them against the services' own websites — Befrienders publishes its current contact details — before you print them anywhere permanent.

It is also worth knowing that attempting suicide is no longer a crime in Malaysia. The section of the Penal Code that criminalised it was repealed in 2023. If a submitter fears getting into trouble for seeking help, you can tell your audience plainly that they will not.

Submissions about other kinds of harm

Related messages need a similar approach.

• Abuse at home, or by a partner. Do not publish details that identify the household. Share Talian Kasih (15999) and, where relevant, organisations that support survivors of domestic violence.
• Sexual assault. Do not publish an account that identifies the alleged perpetrator; the reasons are set out in 当投稿指名道姓时. Do respond with where the person can find support and how to report if they choose to.
• Eating disorders and self-injury. Avoid numbers, methods and images. The same "do not instruct" principle applies.

Look after your team

Reading a message like this stays with a person. After any such submission:

• the admin who read it should tell the team, and the team should ask how they are doing;
• nobody should be left wondering alone whether they did the right thing;
• any admin can step back from the queue for a while without having to explain;
• if an admin is affected by what they have read, the helplines above are for them too.

You will almost never find out what happened to the person who wrote. That is hard, and it is the nature of anonymous work. You were not their only source of help, and you did not need to be. You needed to respond with care and point toward people who could do more — and that part is within your power.

常见问题

当提交内容提及自杀时，管理员应该怎么做？

仔细阅读以判断紧急程度：是否有明确的意图、时间、计划或告别。如果内容包含任何可识别个人身份或其位置的信息，请拨打999；若在机构内，请联系校园保安或辅导服务。如果工具允许私下回复，请发送一条简短、温暖并附有求助热线号码的信息；如果不能，请在页面上发布回复。告知另一位管理员。

忏悔页面是否应该发布关于想死的留言？

通常不应按原样发布。请勿发布任何方法、计划、告别信息、将死亡描绘成解决方案的内容，或任何可能识别个人身份的内容，也不要煽情。一个公开回复，表示已收到信息并列出求助热线，比原信息更有益。

马来西亚的页面可以分享哪些求助热线？

紧急情况请拨打999；Befrienders KL：03-7627 2929，24小时服务；卫生部的Talian HEAL：15555，每日上午8点至午夜；以及Talian Kasih：15999，24小时服务，处理虐待、家庭暴力和福利问题。在任何永久性发布前，请务必核对这些服务机构官网上的号码和开放时间。

管理员是否应该尝试找出提交者是谁？

不应该。请勿通过比较写作风格或四处打听来尝试追踪作者。这样做更有可能识别出错误的人，或暴露正确的人，而非提供帮助。如果信息本身识别出个人身份或其位置，请将此信息提供给紧急服务部门。

在马来西亚，企图自杀是犯罪吗？

不再是了。刑法中将企图自杀定为犯罪的条款已于2023年废除，因此寻求帮助的人不会因此惹上麻烦。

关于自残的帖子，评论应该如何处理？

在最初的几个小时内密切关注评论。删除任何关于作者的猜测、轻蔑、嘲讽或挑衅的言论，以及任何描述自残方法的内容。保留并热情回应那些表示有相同感受并已走出困境的评论。如果评论变得有害的速度超过您处理的速度，请关闭评论功能。