Mark Dellenbaugh

Local History & Genealogy Librarian @City of Arlington

As of Jan. 2016 I am the inaugural LOCAL HISTORY & GENEALOGY LIBRARIAN for our system. I am leading a project to digitally preserve rare photos & documents of Arlington\'s history in partnership with a local museum. I also create & deliver engaging local & family history programming such as • http://arlingtonlibrary.org/YourStory and• http://morelibrary.org/program/1560/hands-learning-online-genealogy-resourcesAs STAFF TRAINING & DEVELOPMENT LIBRARIAN (Jan. 2014 - Dec. 2015) I was dedicated to building a culture of customer service excellence. I created a schema of 33 competencies identified as essential in this specific service environment. For each of 6 clusters, I developed & deployed training (in various forms such as presentations, checklists, role-playing exercises, facilitated conversations, etc.) in large group settings & one-on-one. My training approach emphasized mindset/attitude as well as technique/skills to impart both the \"why\"​ & the \"how-to.\"Developed an Expert Badge program to encourage & recognize excellence. With subject-matter experts, I developed certification standards to rigorously assess the capabilities of candidates. Those who pass with flying colors earned an Expert Badge signifying outstanding performance & ability.While USER EXPERIENCE & SOCIAL MEDIA LEAD (July 2010 - Dec. 2013), I was responsible for the total user experience of the library system across all digital/mobile/virtual customer touchpoints including our social networking, downloadable media & eBook initiatives.Serving as LIBRARIAN FOR ADULT SERVICES (March 2009 - July 2010) I managing a team of reference librarians & paraprofessional reference assistants while coordinating adult services system-wide. I get to be a detail-oriented spreadsheet technocrat, a big-picture, next-generation thinker, a customer-service excellence fanatic, & a well-rounded, well-read, information expert!