ICT Services 4 Education


Generic Email Accounts - FAQ


Q1. What is a generic email account?


A generic email account is an account which does not identify an individual i.e.





Classes or class names can also be created as required




Q2. How many accounts are allocated and how do I purchase them?


From 01 April 2018, a School, Academy, Federation or MAT will be allocated 20 generic email accounts. To purchase the accounts visit SLA Online - http://s4s.norfolk.gov.uk and select Office 365 Generic Accounts.

Don't forget to check them out of your basket once added



Q3. How much mailbox space do we get with Office 365?


You will have 50 GB!  It will mean you are very unlikely to see a ‘Your mailbox is full’ message ever again, but that does not mean that email housekeeping is not a worthwhile exercise.  Keeping every email you receive and not clearing out your recycle bin is likely to make finding emails harder. Also, under GDPR, remember there is a need not to keep any information longer than is necessary.



Q4. What do I do if I need a password reminder or need to change my password?


If you require a password reminder or change, please ask your head/principal to email the Service Desk from their head@ account so we can ensure the change has been authorised.  Head@ account changes need to come from the chairofgov@ account.



Q5. How do I deal with unwanted emails (spam or junk) in my Inbox?

Since beginning the mail migration to Office 365 we have increased the default level of the filtering and we have implemented a  banned word list as a result of the the calls raised by schools. As a result you should have already seen a reduction in the amount of these emails in both your inbox and junk mail box.

The system we are using will learn which emails you want to read and which you do not, by how you act when receiving them. If you receive unwanted/spam into your Inbox please follow the process below.

  1. DO NOT OPEN the Email
  2. Right Click in the message and Select ‘Mark as Junk’
  3. Report the Email when given the option to.

We would also recommend that you check and empty the Junk Email folder on a daily basis.





Q6. How do I import archived and external email folders?


Guidance can be found here



Q7. Can I send/receive encrypted emails via my generic email accounts?


Guidance can be found here



Q8. How do I set up signatures and rules?


Email signatures – full instructions here (Outlook client) and here (Office365 Outlook).  We suggest you copy your signature from a previous message you have sent and use the instructions to paste it into the Edit signature box.


Rules & Alerts  - Instructions here (Outlook client) and here (Office365 Outlook) on exporting and importing these, although it may be better to create the rules again on the new mailbox.  This gives you a chance to review the rules you have and make sure they are up to date.




Q9. Choosing between ‘Conversation’ and ‘Message’ view on Office365 Outlook


This issue will be familiar to those of you who use a Google mail account, where you can choose to group emails together that are part of the same ‘conversation’. Office365 Outlook is no different, as indicated in the screenshot on the left.  Unless you are familiar with this way of working and are confident with using it then we recommend switching back to ‘message’ view using the drop down arrow shown in the screenshot on the right.





Q10. How do I access Outlook settings?


In your Outlook client all settings can be configured through the File menu.  Here you will find Options, which will lead you to the bulk of the settings, but there are also separate buttons for Automatic Replies (formerly Out of Office) and Rules & Alerts.

In Office365 Outlook the File menu is replaced by the cog in the top right of the screen, you will find Options from there.



Q11. How do I access the other online applications such as Word and Excel?


In addition to your new Office 365 email account you also now have access to a wide selection of Office 365 online applications, including:

  • Calendar
  • People (Contacts)
  • Tasks
  • Word
  • Excel
  • PowerPoint
  • OneNote

You can see the full list of applications simply by clicking on the dotted icon highlighted below at any time when you are logged on to your account.




Q12. How do I share and edit Calendars (web access)?


There is a facility to create and share calendars between mailboxes, and also to configure permissions to enable users to view only or edit if necessary.

Navigate to the calendar application on Office365 ( see Q10) then select Share > Calendar – and input the email address of the user you want to share with. Now click on Send.

Once you have shared the calendar you can change the permissions if they are not what is required. To do this, right click on the calendar and then choose Permissions. Different options can be selected at this point. Once  selected, click Save.



Q13. How can we access the new accounts on a mobile device?


The definitive guide is here.  Office 365 is a widely used service and there are multiple ways of accessing it.  By far the easiest on a mobile device is to download the free Outlook app from Google Play or the Apple Store.



Further Help

If you have a query, please contact the Service Desk on 0845 303 3003.  If you require advice on the basic functionality of Office365 then the Help facility is accessible from the Question Mark icon in the top right of the Office online application.  




Further in depth assistance is also available via https://support.office.com/.