What's Changing
Blue Ant Media uses many shared email addresses across departments. These are becoming Shared Mailboxes in Microsoft 365. The concept is the same — a shared inbox that multiple team members can access.
Blue Ant shared mailboxes include: hr@blueantmedia.com, office.services@, bamcommunications@, ir@, ap@, ar@, alerts@, announcements@, adops@, accounting@, and many others. If you currently access a shared inbox in Gmail, you'll have the same access in Outlook.
What Stays the Same
- The shared email address - it stays exactly the same
- Team access - the same people who had access before still have it
- Sending from the shared address - you can still send emails as the shared mailbox
- Incoming emails - customers sending to the shared address will see no difference
How Shared Mailboxes Work
A shared mailbox is like a community mailbox for your team:
- Multiple team members can read and reply to emails
- When someone replies, it goes out from the shared address (not their personal email)
- Everyone on the team can see what's been responded to
Accessing Your Shared Mailbox
In Outlook Desktop
- Open Outlook
- Your shared mailbox should appear automatically in the left sidebar, under your personal mailbox
- If you don't see it, go to File > Account Settings > Account Settings > Change > More Settings > Advanced > Add
In Outlook on the Web
- Go to outlook.office.com
- Right-click on Folders in the left sidebar
- Select Add shared folder
- Type the shared mailbox address
- It appears as a separate mailbox in your folder list
On Your Phone
- Open the Outlook app
- Tap your profile icon (top left)
- Tap the gear icon (Settings)
- Tap Add Mail Account
- Enter the shared mailbox address
Sending from a Shared Mailbox
When composing a new email from a shared mailbox:
- Click New Email
- Click the From field
- Select the shared mailbox address instead of your personal email
- Compose and send - the recipient will see the shared address, not your personal one
Shared Mailbox Etiquette
When multiple people manage the same inbox, coordination is key:
- Before you reply - flag the email or move it to an "In Progress" folder so colleagues know it's being handled
- After you reply - move it to "Completed" or a relevant folder
- If it needs a callback - flag it with a due date so it shows up in your task list
- Establish a team rule: flag it before replying, so nobody else picks up the same email
Setting Up a Shared Mailbox Signature
Create a signature specific to the shared mailbox so responses look professional:
- Open the shared mailbox in Outlook on the web
- Go to Settings > Mail > Compose and Reply
- Create a new signature (e.g., "Blue Ant Media Communications | bamcommunications@blueantmedia.com")
- Set it as the default for messages sent from the shared address
This way, every reply from press@ looks consistent regardless of who sent it.
Need branded signature templates? See Setting Up Your Email Signature in the Outlook module — it includes the Blue Ant sample format and a note on the Communications-team-approved branded templates.
Auto-Replies for Shared Mailboxes
Shared mailboxes can have their own out-of-office or auto-reply - useful for after-hours messages:
- Open the shared mailbox settings
- Go to Mail > Automatic replies
- Set up a message like: "Thank you for contacting Blue Ant Media. Our hours are Monday-Friday 9am-6pm. We'll respond on the next business day."
This runs independently of your personal out-of-office settings.
Migration Heads-Up
- Google collaborative inboxes (where multiple people could respond to a Google Group address) are becoming shared mailboxes. The workflow is similar, but the interface is different — see the "Shared Mailbox Etiquette" section above for the recommended approach.
- Google Groups used for distribution (one-way announcements) become Distribution Groups in Microsoft 365, not shared mailboxes. If you're unsure which type applies to your group, ask IT.
Who Can Access What
- Only IT can add or remove people from a shared mailbox
- If you need access (e.g., new hire joining the communications team), ask your manager to request it from IT
- Access can be view-only or full access (read, reply, delete)
- There's no extra license cost for shared mailboxes — they're included with M365
Tips
- Reply from the right address - always check the "From" field to make sure you're replying from the shared mailbox and not your personal email
- Use folders within the shared mailbox to organize emails (e.g., "In Progress", "Completed", "Needs Callback")
- Don't delete emails others might need - use folders instead of deleting
- Flag emails that need follow-up - your team can see flagged items
- Check the shared mailbox regularly - it doesn't always send notifications like your personal inbox
Common Questions
Q: Will customers notice the change? A: No. The email address stays the same, and emails look the same to external contacts.
Q: Can I see who replied to an email? A: Yes. Outlook shows "Replied by [Name]" in the shared mailbox view, so the whole team knows which emails have been handled and by whom.
Q: What if two people reply to the same email? A: Both replies will be sent. This is why the team should adopt a "flag before replying" rule. The second person will also see a "someone else replied" indicator.
Q: Can I use the shared mailbox on my phone? A: Yes. In the Outlook mobile app, go to Profile > Settings > Add Mail Account and enter the shared mailbox address.
Quick Reference Downloads
Need Help?
- Ask your manager if you should have access to a shared mailbox
- Contact your regional IT support team (the Contact page lists the right email for your office)