Shared Mailbox Rules and Response Process for a Small Team
Set up a shared mailbox so requests are owned and answered.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Design a process for a shared mailbox in Outlook. Team size and mailbox purpose (support, orders, enquiries): [TEAM_AND_PURPOSE]. Response targets: [RESPONSE_TARGETS]. Hours of cover and holidays: [COVER_HOURS]. Common request types: [REQUEST_TYPES]. Define how emails are claimed and marked (categories, flags or folders; a convention such as 'AB - working' in the subject or category), how to avoid two people replying, how to hand over at end of day, which emails to move to which folders, response templates for the top five request types, and an escalation route. Provide a daily routine (start, midday, end checks), a weekly review of unanswered items, and a simple log for tracking response times with the arithmetic for an average. Include rules for out-of-office messages and confidentiality. Features for shared mailboxes differ by account type and version; mark specific steps [VERIFY] and keep the design workable with folders and categories. Add a worked response-time log with five invented emails (received, replied, minutes) and the average (for example 22, 45, 18, 150, 30 gives 53 minutes), the median (30), and why the median may tell a different story. Include the subject-line claim convention.
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