Destigmatising Abortion, One Conversation at a Time: How Webchat Is Expanding Abortion Talk’s Reach

For Sexual Health Week 2025, we’re spotlighting how digital tools can break down barriers to reproductive healthcare and support. In this blog, Susie Corfield, Executive Director of Abortion Talk, and Hannah McCulloch, a Talkline Volunteer, share how Abortion Talk is expanding beyond its free Talkline to include live webchat — making safe, stigma-free conversations about abortion more accessible, inclusive, and impactful than ever. 

Easy, quick access to reliable abortion information matters 

Being able to access accurate, trustworthy information about abortion when needed is essential for reproductive choice but it isn’t always straightforward. Online misinformation around abortion is common, and abortion services can be commissioned differently across the UK. Abortion stigma means that while almost 1 in 3 pregnancies will end in abortion, it’s still not talked about openly. Online misinformation, the postcode lottery of services, and the silence around it makes it harder for people to know how to access services when they need them. It can also leave people feeling lonely and isolated before, during, and after an abortion. 

Research shows that people in the UK turn to the internet for information throughout their abortion decision-making and care journey. They might be searching for practical details on how to get an abortion, what the process involves, or reassurance that their symptoms are normal. For example, some people may search for what level of pain to expect during a medical abortion on the internet. Online spaces and forums have also shown to reduce feelings of isolation and offer solidarity for some people, especially when seeking support from family or friends feels challenging. A sense of social connection, often provided on the internet, has also been found to be important for those self-managing a medical abortion. 

At Abortion Talk, our mission is simple: to destigmatise abortion, one conversation at a time. We offer a safe, non-judgmental space for people to share their abortion decisions and experiences. We also provide accurate information and signpost to medical support when needed. We began these conversations in 2022 with a free Talkline, open two evenings a week. From the start, we knew that to reach more people, we needed to remove barriers to contact. 

In 2024, we began using the power of online connectivity to make our services more accessible. It started small: a new website form allowed people to request a call-back at a convenient time during our opening hours. The impact was immediate. We saw call numbers jump by 30% in the first month, and missed calls dropped from 90% to 50%. We think this is because, rather than repeatedly phoning in and hoping to get through, people could request a call-back once and know they’d hear back from us. 

Introducing webchat at Abortion Talk 

The real game changer came when webchat was introduced. Ofcom research from 2022 shows that 80 percent of young people aged 13-17 years old go online to find support for their wellbeing.  

We also know that two of the top search terms for adults looking up abortion information are for health symptoms or support with feeling sad, anxious, or worried. Plus, less people make voice calls every year. So, we updated our services to keep up with the wider world. After exploring various options, including a text message-based support service, we decided on live webchat. This option most closely replicated our Talkline telephone service.  

• A doubling in abortion-related conversations 
  Before webchat launched, we supported an average of 21 people per month around abortion. Since its introduction, that number has more than doubled to 48 people per month. 
   

• Improved accessibility for those who may not have been able to reach us before 
  Some people do not have access to a mobile phone, like the 16-year-old who found us through webchat after being signposted by ChatGPT. Others may have a phone but lack the privacy or time to speak out loud, such as the mum of three who shared her post-abortion feelings while helping her son with his homework. 
  Sometimes people leave a chat suddenly. We do not always know why, but we are glad we could be there for them, even if only for a short time. Early data also suggests that webchat is reaching a younger audience compared to the Talkline, although we are treating this cautiously as we do not yet have enough data to be certain. 
   

• Greater inclusivity by meeting people’s communication needs 
  Everyone communicates differently. Some people may not feel confident speaking out loud, while others, such as neurodiverse or non-verbal individuals, may find typing more comfortable. Webchat offers this flexibility. It also allows users to save a transcript of their conversation, so they can revisit advice, links or information in their own time. This could be helpful for many users. 

We know it is not perfect yet. Our ambitions for the future include offering asynchronous support via SMS or other messaging platforms. We also want to increase our visibility so that more people can find us when they need us. Right now, at least 10% of people who contact Abortion Talk have found us through social media or a search engine like Google. We have even been recommended by past callers on Reddit, which has led new people to get in touch. 

Webchat has made Abortion Talk more impactful, accessible and inclusive. By adapting our services and increasing our online presence, we are working to ensure that no one is excluded from the opportunity to have an open, non-judgemental conversation about abortion, however they choose to reach us. 

Abortion Talk is on a mission to support individuals and communities in having honest conversations about abortion, to help end the stigma that surrounds it. We run the UK’s first and only free, confidential Talkline for anyone who needs a safe space to talk about their abortion experience. 

We also deliver workshops for abortion providers, community groups and activists, offering high-quality training and education to challenge abortion stigma. Until that stigma is a thing of the past, we will keep the conversation going.