diff --git a/README.md b/README.md
index f20678e..6d380e2 100644
--- a/README.md
+++ b/README.md
@@ -14,7 +14,9 @@ Resources for policies/starting points:
## Code of Code4Lib Conduct
-The [Code of Code4Lib Conduct](code_of_conduct.md) is an evolving document that applies not only to the annual Code4Lib conference, but also to the other ways we interact, including the[Code4lib listserv](https://lists.clir.org/cgi-bin/wa?A0=CODE4LIB), irc, and other Code4Lib venues, such as the Slack and Discord channels.
+The [Code of Code4Lib Conduct](code_of_conduct.md) is an evolving document that applies not only to the annual Code4Lib conference, but also to the other ways we interact, including the [Code4lib listserv](https://lists.clir.org/cgi-bin/wa?A0=CODE4LIB), irc, and other Code4Lib venues, such as the Slack and Discord channels.
+
+Because a Code of Conduct is intended to protect community members from harm in community spaces and outlines unacceptable behavior, we have also outlined guidelines for positive engagement in the Code4Lib [community norms](norms.md).
As we learn and grow, we welcome suggestions for changes.
diff --git a/code_of_conduct.md b/code_of_conduct.md
index a49a6fa..2114d3c 100644
--- a/code_of_conduct.md
+++ b/code_of_conduct.md
@@ -21,8 +21,40 @@ intimidation, stalking, following, harassing photography or recording;
sustained disruption of talks or other events, inappropriate physical
contact, and unwelcome sexual attention.
+## Sanctions
+
+Participants asked to stop any harassing behavior are expected to comply
+immediately. If a participant engages in harassing behavior, organizers may
+take any action they deem appropriate, including warning the offender,
+expulsion from the Code4Lib event, or banning the offender from a chatroom
+or mailing list.
+
+Specific sanctions may include but are not limited to:
+
+* warning the harasser to cease their behavior and that any further reports
+will result in other sanctions
+* requiring that the harasser avoid any interaction with, and physical
+proximity to, their victim for the remainder of the event
+* early termination of a talk that violates the policy
+* not publishing the video or slides of a talk that violated the policy
+* not allowing a speaker who violated the policy to give (further) talks at
+the event
+* immediately ending any event volunteer responsibilities and privileges the
+harasser holds requiring that the harasser not volunteer for future Code4lib
+events (either indefinitely or for a certain time period)
+* requiring that the harasser immediately leave the event and not return
+* banning the harasser from future events (either indefinitely or for a
+certain time period)
+* banning the harasser from any (or all) Code4Lib channels
+* publishing an account of the harassment
+
## Conflict Resolution
+If you witness, suspect, or are the target of a violation of the code of conduct, contact a community support volunteer as soon as possible by emailing c4l19-duty-officers@googlegroups.com, or contacting one of the identified [Community Support Volunteers](css_volunteers.md).
+
+All complaints will be taken seriously and kept confidential. The Community Support Squad has [procedures](procedures.md) that community support volunteers will follow in handling reports. Below is a discussion of handling an incident from the perspective of the reporter.
+
+
1. Initial Incident
If you are being harassed, notice that someone else is being harassed,
@@ -86,32 +118,9 @@ contact, and unwelcome sexual attention.
that lead to something tangible (affirmation of decision, change in CoC,
modify decision, etc,).
-## Sanctions
-
-Participants asked to stop any harassing behavior are expected to comply
-immediately. If a participant engages in harassing behavior, organizers may
-take any action they deem appropriate, including warning the offender,
-expulsion from the Code4Lib event, or banning the offender from a chatroom
-or mailing list.
-Specific sanctions may include but are not limited to:
-* warning the harasser to cease their behavior and that any further reports
-will result in other sanctions
-* requiring that the harasser avoid any interaction with, and physical
-proximity to, their victim for the remainder of the event
-* early termination of a talk that violates the policy
-* not publishing the video or slides of a talk that violated the policy
-* not allowing a speaker who violated the policy to give (further) talks at
-the event
-* immediately ending any event volunteer responsibilities and privileges the
-harasser holds requiring that the harasser not volunteer for future Code4lib
-events (either indefinitely or for a certain time period)
-* requiring that the harasser immediately leave the event and not return
-* banning the harasser from future events (either indefinitely or for a
-certain time period)
-* banning the harasser from any (or all) Code4Lib channels
-* publishing an account of the harassment
+## At a conference: finding someone to help
Code4Lib event organizers can be identified by their name badges, and will
help participants contact hotel/venue security or local law enforcement,
@@ -132,7 +141,9 @@ In the case of organized events, those responsible for the event should have rea
* **Code4lib IRC volunteers:** `@helpers` in #code4lib, or
`/msg zoia helpers #code4lib`
+## Community Norms
+A Code of Conduct is intended to protect community members from harm in community spaces and outlines unacceptable behavior. See guidelines for positive engagement in the Code4Lib [community norms](norms.md).
We expect participants to follow these rules at all conference venues,
conference-related social events, community gatherings, and online communication channels.
diff --git a/norms.md b/norms.md
index 616f8b3..87a653e 100644
--- a/norms.md
+++ b/norms.md
@@ -13,11 +13,13 @@ This page serves to address some specific norms that we hope to promote for vari
## The listserv
-The [listserv](https://lists.clir.org/cgi-bin/wa?A0=CODE4LIB) remains a vital part of the Code4Lib community.
+The [listserv](https://lists.clir.org/cgi-bin/wa?A0=CODE4LIB) remains a vital part of the Code4Lib community. There are about 3600 subscribers to the listserv, which means that there may be posting threads that do not interest you; feel free to use your email client's filtering function to handle that.
### Appropriate topics
-Although its formal definition states that it "... provides a forum for discussion all things relating to programming code for libraries. This is a place to discuss particular programming languages, but also provides a place to discuss the issues of programming in libraries in general.", it can also be a place to discuss related topics, such as the issues of being the programmer in a library. The questions of diversity, sexual harassment, microagressions, etc., may all be appropriate related topics of discussion.
+Although its formal definition states that it "... provides a forum for discussion all things relating to programming code for libraries. This is a place to discuss particular programming languages, but also provides a place to discuss the issues of programming in libraries in general.", it can also be a place to discuss related topics, such as the issues of being the programmer in a library. The questions of diversity, privacy, professional standards, etc., may all be appropriate related topics of discussion.
+
+
### Anonymity
@@ -38,8 +40,47 @@ If you wish to ask people on the listserv to participate in a survey, you should
* (if collecting identifying information such as email address, name), what you plan to do with it, and how you'll keep it secure.
+### Participating on the listserv
+
+We ask that you consider the following guidelines when you post to the listserv, keeping in mind that there **are** about 3600 subscribers, and that propagation times vary, so that some subscribers may not see a message for several minutes after it's been posted.
+
+#### Starting a conversation/thread
+
+1. Please use descriptive Subject lines. "The mumblefratz conference is soliciting submissions" is much better than "Announcement".
+
+2. If you are posting a request for help, be as specific as possible. Don't assume that everyone is using the same operating/database management/library system as you are.
+
+3. If you are making an announcement (such as for a conference), make sure you present all the information clearly -- if you use acronyms, spell them out. For example: SAA can stand for "Society of American Archivists" or "Society for American Archaeology" (among many others), either of which might be relevant to subscribers to Code4Lib.
+
+4. Remember that Code4Lib is a listserv heard 'round the world; if your question is country-centric, say so.
+
+#### Participating in a conversation/thread
+
+1. Before responding to a post (unless it's just asking for a *show of hands*), try taking a breath. **You don't have to be the first responder.** Unless you are The Acknowledged Expert -- or the situation is urgent (e.g.: "Help, my website is undergoing a Denial of Service attack! What do I do?"), someone else may have a response as good as or better than yours.
+
+ If you've been away from your email for a while, you may want to see if there are any responses that already got the job done.
+
+2. **Be kind.** Remember that not everyone has the same level of technical *or* librarian expertise. Also, English isn't everyone's first language. If someone asks what you consider a naive or foolish question, responding with sarcasm or irony is not a good look. Remember, **you** don't have to respond at all.
+
+3. If your response is tangential to the main point of the thread, consider replying with a different Subject line. The old Usenet convention of **[New Subject] (was: [old subject])** can be your friend. As an example: "Why python is better than Ruby On Rails for ArchivesSpace (was: Help with an ArchivesSpace problem)"
+
+4. **Be kind, take 2.** Just about everyone who participates on the Code4Lib listserv is committed to building this
+cooperative community. If you feel "slapped" by something, first re-read the post to make sure there isn't another
+way of reading it. If you still need to respond, please do it in a way that addresses the behavior, not the person
+posting.
+
+5. Code4Lib values the diversity of its community: posts containing microaggressions, stereotyping, or other potentially
+offensive content are not welcome. If you make a post containing this type of material, be prepared to have the community
+react negatively to your statement. If you receive feedback of this nature about your post, take it seriously and
+consider changing the language you are using to discuss the topic.
+
+6. If you feel a post contains microaggressions against
+you and you don't want to take on addressing it on your own, please contact the [Community Support Volunteers](css_volunteers.md) for help.
+
+7. You are not obliged to respond to private email. If the emailer persists, please contact one or more [Community Support Volunteers](css_volunteers.md) for help.
+8. No name calling. 'Nuff said.
diff --git a/procedures.md b/procedures.md
index 7b8c2e9..9056c84 100644
--- a/procedures.md
+++ b/procedures.md
@@ -1,10 +1,7 @@
-# Procedures for reporting and responding to violations of Code of Conduct
+# Procedures for responding to violations of Code of Conduct
A code of conduct matters as a statement of values. Ultimately, however, it is only as good as its enforcement procedures. This procedure documents actions to be taken by [Code4Lib](https://github.com/code4lib/code-of-conduct/blob/master/code_of_conduct.md) conference staff and volunteers in the event of a violation of the Code of Conduct. These activities will be led by the [Community Support Squad.](csvcharge.md)
-### How to Report
-
-If you witness, suspect, or are the target of a violation of the code of conduct, contact a community support volunteer as soon as possible by emailing [c4l19-duty-officers@googlegroups.com.](mailto:c4l19-duty-officers@googlegroups.com) All complaints will be taken seriously and kept confidential.
### Taking reports