Host Asri Fatihatus Syafira (right) with guest speaker Taufiq Rachmanu (left) during the recording of the ITS Library podcast titled “Serving with a Smiling Spirit,” Thursday, August 13, 2026.

SURABAYA – Amid the rapid wave of digital transformation that is driving various campus facilities toward full automation, the Library of the Sepuluh Nopember Institute of Technology (ITS) shared valuable insights on the importance of maintaining the sincerity of the human touch. Through the latest podcast episode uploaded to the ITS Library’s official YouTube channel on Thursday (August 13, 2026), the warmth of service was discussed in depth.

Hosted by ITS librarian Asri Fatihatus Syafira, the episode titled “Serving with a Smiling Spirit: Delivering Human-Centered Service Amid Digital Transformation for a More Meaningful Experience” featured Taufiq Rachmanu, a fellow senior ITS librarian, who discussed the role of the front desk as the frontline in shaping patrons’ first impressions.

Taufiq Rachmanu, a librarian who has served at the ITS Library since 1997, emphasized that technological advancements will never be able to replace the empathy and openness of a public servant.

“A smile is our first line of defense. A smile is simple, but not everyone is willing to smile at others. When we greet library patrons with a smile and a greeting—especially if we call them by name—they’ll feel welcomed and at ease,” said Taufiq.

Taufiq also shared his service philosophy, which goes beyond the 3S culture to encompass the 5S: Smile, Greeting, Addressing, Politeness, and Courtesy. According to him, the biggest difference between simply being friendly and truly caring lies in the combination of professional competence and sincerity.

According to Taufiq, the key to providing excellent service is the ability to put oneself in others’ shoes (empathy) and treat people with humanity. When dealing with visitors who are in a bad mood or confused about how to use the system, a front-office staff member must be a good listener without interrupting, keep their own emotions in check, and offer concrete and flexible solutions.

“The bottom line is that we have to be smart about how we position ourselves. Treat others the way we want to be treated. Don’t let personal issues get in the way of our service,” he added.

This dedication and sincerity in serving others have proven to foster meaningful, long-term relationships. Many students and alumni still remember the small acts of kindness they received at the front office—from assistance with flexible access arrangements to simply a warm greeting every morning.

Through this podcast, the ITS Library hopes that this moral message about inclusive, friendly, and solution-oriented service will inspire public service professionals across various sectors. Ultimately, the library that visitors long for is not just because of the comprehensiveness of its book collection or the sophistication of its technology, but because of the sense of comfort and warmth provided by the people who work there.