A photograph that shows some railway staffers helping passengers get into a train through the windows cost two station managers their jobs.

Last Thursday, some 1,500 passengers waited at Dongguan railway station in Guangdong province to board a train, which was scheduled to stop there for only 4 minutes. When some of them tried to get into the carriages through the windows, some staffers gave them a helping hand.

After seeing the photographs on Internet websites, the Guangdong Railway Group sacked the station's director and Party chief for "poor management of the station". The decision triggered a debate both on the Net and in the traditional media.

While 90 percent of the respondents in online surveys have sympathized with the sacked officials, the commentaries focus on whether they deserved the punishment. Most of the commentators agree with the Guangdong Railway Group that the "chaotic state at the station" suggests the station managers had been negligent and were incapable of handling situations, though they acknowledge the "kindness" of the railway staff.

In my opinion, the fact that so many people have sympathized with the sacked officials - when usually the public exults at news of officials being punished - deserves more attention than whether the managers deserved the punishment.

In the Dongguan incident, railway employees showed concern for the passengers, most of who were migrant workers. It is inconsistent with the stereotyped image of employees of government organizations or certain State-owned enterprises that enjoy monopoly. In people's impressions, such employees are usually arrogant and indifferent.

Many passengers have unpleasant experiences of traveling in public transport. They have memories of being directed here and there by staffers or confronting a cold face when seeking information. Others remember being scolded for some unintentional offense.

Admittedly, railway employees' attitude has improved significantly in recent years. It is not uncommon to see carriage conductors helping the weak and senior citizens to their seats.

But I suspect they do so more out of concern for the "performance assessment" in the annual selection of "advanced train" and less because they sincerely want to help passengers. But there indeed are some staffers who are sincere and kind-hearted, and they do help passengers.

What makes me suspicious is the difference in attitude I have seen when there is no such assessment or selection in progress. You just have to walk to a ticket counter or a station entrance and see the cold, rigid faces of employees and hear their answers to find out whether my judgment is right or groundless.

But the Dongguan railway station case is different. The staffers were definitely not acting to get favorable assessment when they helped the passengers get into the train through the windows. On the contrary, they were running the risk of getting a demerit point, because they were violating the rules. Anyone who has seen the photographs will agree that those staffers were sincere.

Boarding a train through a window is what a passenger should never have to do but sometimes has to in our country, because the railways' capacity to carry passengers is far short of the demand, especially during festivals.

I have had the experience of squeezing my way into a train, including using the window as a door.

Nearly all the common people have had the same experience. We all understand how one feels in such a situation when a government staff, who otherwise should have stopped you, gives a helping hand.

The Dongguan railway station staff have shown the best part of human nature. That is why they have moved so many readers, viewers and commentators. The station managers may need to be punished but the staffers merit commendation.

I hope to see more such heart-warming scenes in government organizations, public service venues and public transport facilities.

E-mail: liushinan@chinadaily.com.cn

About the author:

刘式南 高级编辑。1968年毕业于武汉华中师范学院（现华中师范大学）英文系。1982年毕业于北京体育学院（现北京体育大学）研究生院体育情报专业。1982年进入中国日报社，先后担任体育记者、时政记者、国际新闻编辑、要闻版责任编辑、发稿部主任、《上海英文星报》总编辑、《中国商业周刊》总编辑等职。现任《中国日报》总编辑助理及专栏作家。1997年获国务院“特殊贡献专家政府津贴”。2000年被中华全国新闻工作者协会授予“全国百佳新闻工作者”称号。2006年获中国新闻奖二等奖（编辑）。

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（作者刘式南 中国日报网英语点津 编辑陈丹妮）