圖書館水質(zhì)不行?！薄叭龢堑男∨笥褌兲沉?，根本看不了書！”“為什么衛(wèi)生間老沒(méi)紙？”

最近，上海虹口區(qū)圖書館的讀者留言本突然走紅。上面的字跡從稚嫩到工整，訴求從衛(wèi)生間缺紙到空調(diào)溫度過(guò)高，五花八門的訴求充滿生活氣息。暖心的是，這些留言都得到了回復(fù)。

What sounds like a collection of everyday complaints has unexpectedly turned into a viral hit. A reader comment book at the Hongkou District Library in Shanghai has captured the public's attention — not just for the charming variety of comments it contains, but for the way the library responds to every single one.

事事有回應(yīng) 這里的留言本火了

有小朋友在讀者留言本上提問(wèn)：“為什么衛(wèi)生間老‘事’沒(méi)紙？”（還有讀者暖心糾正錯(cuò)別字，“事”應(yīng)為“是”。）

圖書館反饋：“保潔人員已加強(qiáng)巡視，各樓層服務(wù)臺(tái)也提供衛(wèi)生紙供讀者隨時(shí)取用?！?/p>

One child left a message asking, "Why is there 'allways' no toilet paper?" (Another reader even corrected the child's mistake, pointing out that "allways" should be "always".) The library responded: "We've increased restroom patrols, and all service desks have toilet paper available for readers."

有讀者提出：圖書館飲水機(jī)水質(zhì)不行，沒(méi)有達(dá)到凈水標(biāo)準(zhǔn)，望改進(jìn)。

圖書館委托兩家機(jī)構(gòu)檢測(cè)水質(zhì)，并將完整的合格報(bào)告附在留言，用科學(xué)數(shù)據(jù)回應(yīng)讀者關(guān)切。

When a reader complained that the water dispenser "didn't meet purification standards," the library commissioned two independent tests, then attached the full certified reports right beside the note.

有讀者留言：自習(xí)室沒(méi)有走廊涼快。圖書館兼顧國(guó)家規(guī)定和實(shí)際情況，做出了說(shuō)明和調(diào)整，并建議讀者，如果體感不舒服，可以選擇遠(yuǎn)離窗戶或太陽(yáng)直射的區(qū)域。

Another note pointed out that the self-study room felt hotter than the hallway. The library explained the balance between government temperature regulations and user comfort, and advised readers to choose spots away from sunlit windows if they feel too warm.

一位上自習(xí)的中學(xué)生讀者被小朋友們的喧嘩聲搞得很苦惱，于是十分形象地畫出了小朋友們打鬧的過(guò)程，呼吁圖書館“把他們抓起來(lái)吧”。

A high-school student trying to study was driven to draw a comic of noisy children running around the third floor, begging librarians to "arrest them".

雖然留言者的年紀(jì)不大，但圖書館并沒(méi)有一笑置之。館方回復(fù)：會(huì)加強(qiáng)巡查，提醒家長(zhǎng)并引導(dǎo)孩子降低音量。

為了降低小讀者吵鬧跑跳造成的影響，圖書館還在3樓專門設(shè)立了兒童閱讀區(qū)。這里均采用圓角閱覽桌，讓小朋友們擁有更安全的閱讀環(huán)境。上海虹口區(qū)圖書館副館長(zhǎng)周曄介紹，讀者進(jìn)入少兒圖書的閱覽區(qū)有兩道門，這樣可以盡量避免影響到外面的成人讀者。

The library didn't laugh it off. Instead, they promised to step up patrols, remind parents to keep kids quiet, and designated a special children's reading zone on the third floor, furnished with rounded-corner tables for safety and to reduce noise.

留言本已設(shè)置15年

簡(jiǎn)單問(wèn)題3天內(nèi)就能給答復(fù)

讀者與讀者間的互動(dòng)，讀者與圖書館間的互動(dòng)，讓不少網(wǎng)友覺(jué)得溫暖又可愛(ài)。

周曄介紹，自2010年開(kāi)館起，虹口區(qū)圖書館就設(shè)置了意見(jiàn)箱和留言本，各樓層工作人員會(huì)定期查看，根據(jù)內(nèi)容流轉(zhuǎn)到對(duì)應(yīng)的業(yè)務(wù)部門進(jìn)行處理，如今匯總的讀者問(wèn)題已經(jīng)放滿了一本風(fēng)琴夾。

The Hongkou District Library has been keeping these suggestion books since it opened in 2010. Staff check them regularly, forwarding each note to the relevant department.

簡(jiǎn)單的問(wèn)題，圖書館會(huì)盡量在3天內(nèi)答復(fù)，復(fù)雜問(wèn)題會(huì)多用些時(shí)間調(diào)研。周曄坦言，他們能夠件件有回復(fù)，但不一定能件件都落實(shí)。比如，曾有讀者希望放置微波爐，但圖書館出于防火安全考量果斷拒絕了。

" We try to reply to simple issues within three days, " explained deputy director Zhou Ye. " More complex problems may take longer research. We can ' t promise every suggestion will be implemented, but we do promise a response. "

周曄還提到，去年8月圖書館改造后，他們將留言本的位置從每層的服務(wù)臺(tái)改放到了走廊盡頭，沒(méi)有工作人員在旁管理，更方便讀者寫下內(nèi)心真實(shí)建議。此外，這個(gè)位置還靠近開(kāi)水房，來(lái)來(lái)去去順手翻看和寫留言的人也更多了。

Last year, after a renovation, the comment book was moved from the service desk to the end of each floor's hallway, near the hot water room. This quiet, unstaffed location encourages more candid feedback and casual browsing from passersby.

讀者留言也在改變著圖書館面貌。改造后的圖書館增設(shè)了休息區(qū)域，本想模擬便利店“即吃即走”的模式，只放高桌，不放椅子，但收到讀者希望放置椅子的呼聲后，高腳椅還是安排上了；一位老先生覺(jué)得木質(zhì)椅子拖來(lái)拖去聲音太大，靜音腳墊也配上了……一頁(yè)頁(yè)答復(fù)中，讓大家看到了讀者“被傾聽(tīng)、被重視”的誠(chéng)意。

And it's not just talk — feedback has led to real changes. After readers requested chairs in a new standing-only rest area, the library added high stools. When an elderly patron complained that dragging wooden chairs made too much noise, the library added rubber foot pads. Page by page, the replies reflect a culture of listening and care.

事事有回應(yīng)，件件有著落。是負(fù)責(zé)，更是誠(chéng)意。你有沒(méi)有類似的經(jīng)歷？看到過(guò)哪些暖心的留言本？快來(lái)評(píng)論區(qū)留言分享吧。

編輯：李涵萌

實(shí)習(xí)生：張馨元

來(lái)源：央視新聞

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