Hongkou District Library

A message book at a public library in Shanghai has become an unexpected sensation for giving replies to every entry from readers, sparking online discussions over the warmth of public service. 

Opening the guestbook at Shanghai's Hongkou District Library, you'll find scribbled notes in all kinds of handwriting. Some comments complain about air-conditioning that's too cold or noisy children in the reading room. Others bring up the quality of the drinking water or the lack of toilet paper. 

What came as a surprise was that every single reader's note had a reply from the library staff beneath it. One blogger shared the book online, calling it "Doraemon's message book." The video quickly racked up tens of thousands of likes and thousands of comments.

The book resonates so deeply because it transforms what could have been a perfunctory channel for feedback into a mirror of civic life. It demonstrates that the quality of public service is not simply a matter of budgets, resources, or grand plans. Rather, it hinges on something more human - whether institutions truly see and hear the people they serve.

A staff member with the library told the Global Times on Tuesday that the reason its message book has gone viral is that every request receiving a written reply probably exceeds readers' expectations, leaving them with a genuine sense of warmth.

For the library's management, responding to these messages in earnest requires little extra effort, but the ­sincerity it conveys is invaluable.

The sincerity lies in the library's decision to add the message book from the service desk to a corner of the stairwell for the library's first through third floors. 

When it sat at the desk, with staff nearby, readers might have hesitated to write for fear of being watched and losing their privacy. Placed in the corner instead, it allows them to let go of that burden and express themselves freely, said a staff member who requested anonymity. 

The message book is regularly reviewed by library staff. Whenever a new note appears, it is passed on to the relevant department, and a reply is then provided. 

Some entries involve readers' requests for specific books to be purchased; others are simply questions requiring clarification. Some requests need to be discussed with senior leadership, she said. 

Some suggestions are acted upon quickly. For instance, a reader proposed placing a few chairs in the dining area, and the idea was soon put into practice. For requests that cannot be met, the library also offers clear explanations. When asked whether a microwave could be added to the self-service area, for example, the response was that it posed safety risks and was not a good fit for the venue.

What makes it livelier still is that many comments don't just draw official responses but also spark exchanges among fellow readers, turning the book into a forum for questions, answers, and shared ideas.

What looks like an ordinary message book has, through sincere replies, rational dialogue, and an inclusive spirit, become a "measuring stick" for the warmth of the city. It shows that the true quality of public service is not determined by how many resources are invested, but by whether people are genuinely seen and heard. 

In this sense, the library's message book offers a lesson to public service institutions - when people speak, they deserve an answer. When institutions respond with sincerity, even the smallest concerns can build trust, belonging, and a sense of shared ownership.

The author is a reporter with the Global Times. life@globaltimes.com.cn