A message book at Hongkou District Library in Shanghai has unexpectedly gained widespread attention, as every note from readers receives a reply from the staff. This small book has sparked online discussions about the warmth of public services, winning hearts across the city.
Opening the guestbook, you’ll see notes in various handwritings. Some readers complain about issues like overly cold air-conditioning, noisy children in the reading room, poor-quality drinking water, or a lack of toilet paper. Others make suggestions or ask questions. What surprises people most is that every single entry has a response below it. A blogger shared the book online, nicknaming it “Doraemon’s message book” — a nod to its ability to “solve problems”. The video soon got tens of thousands of likes and comments.
Why does this book resonate (产生共鸣) so much? It turns a simple feedback channel into a window into civic life. A library staff member explained that replying to every request goes beyond readers’ expectations, making them feel truly cared for. For the library, sincere responses don’t take much extra work, but the trust they build is priceless.
The library also thought carefully about the book’s placement. It was moved from the service desk (where readers hesitated to write for fear of losing privacy) to a stairwell corner. Now, readers can express themselves freely. Every day, staff check the book, pass new notes to relevant departments, and ensure replies are given. Some suggestions are acted on quickly: when a reader asked for chairs in the dining area, the library added them soon after. For unfulfillable requests, like adding a microwave (which was rejected for safety reasons), clear explanations are provided.
What makes the book even more lively is that it’s not just a dialogue between readers and staff — it also encourages exchanges among readers. They answer each other’s questions and share ideas, turning the book into a small forum.
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