FAQ: Exchange Email

What is Exchange?

Exchange is Carilion Clinic's enterprise electronic messaging system. You can use Exchange to manage your emails, appointments, meetings, contacts, tasks, etc. You can access Exchange using Carilion Clinic's standard web-based client by going to https://email.carilionclinic.org.

Why do I need an e-mail address if I do not work in an office setting?

We want to keep you up-to-date on Carilion Clinic news and progress as well as information about educational opportunities and service notifications from TSG that might affect you.

What types of e-mails will I receive from our organization?

You may receive a variety of information including: Carilion Clinic progress and plans, Notices that are important to your work area and/or facility, Educational information including how to register for classes in Cornerstone OnDemand, Benefits, pay and information about your total rewards package.

What is the expectation of me regarding my e-mail account?

You should check your e-mail regularly to learn about organization-wide events, news, and other important information. To learn about organization-wide events, news and other important information, check your email regularly. Each Friday, you should read the Carilion Clinic ePulse, an electronic newsletter for Carilion employees. Email messages, their content and attachments, are company property and may be audited without your permission or notification. When sending email from a Carilion Clinic account, it is the equivalent of sending a letter on Carilion Clinic stationery; you represent our company and should be professional.

Can I access my e-mail account from any computer with Internet access (including my home computer)?

Yes. You can get your e-mail securely from any computer with Internet access by visiting https://email.carilionclinic.org.

Where can I check my e-mail if I don't work at a computer or in an office?

Any non-patient care computer within our organization can be used to check your e-mail. Ask your manager for the best computer location in or near your work area. In addition, here is a list of computer kiosks available for you to check e-mail:

• BMH, in the Facility Support team leader's office and in the large dining room
• CFMH, in the Human Resources area
• CGMH, in the Human Resources area
• Carilion Human Resources Building
• CNRV, in the Human Resources area
• CSJH, in the Human Resources area
• Environmental Services, CRMH
• Health Sciences Library, CRMH
• Laundry
• Rehab, ground floor
• SCA.
• Warehouse

Am I able to access my account and work off-line?

No. Off-line access to e-mail, which requires storing messages on your local computer, is non-compliant with our existing corporate terms of use policies.

What's the difference between Outlook Web Access Light and Outlook Web Access Premium?

Outlook Web Access Light is a limited version of Outlook that is used when accessing Exchange on a computer using a dial-up connection or with strict web browsing security settings. The features that are missing include: reminders, spell check, calendar week and month views, public folder access, and others.

Does Carilion Clinic enforce mail item retention policies?

• All mail items including cabinet, folder, and sent items older than 90 days will be moved to the Deleted Items folder.
• All items in the Deleted Items folder (Trash) older than seven days will be permanently deleted.
• Calendar items and address book data will not be deleted from the system.

What is the email retention policy?

Email will be saved for 90-days after which it will be moved to the deleted folder. All deleted messages will be permanently removed after 7-days.

Does Carilion Clinic enforce mailbox size limits and restrictions?

No. Mailbox sizes and mail item removal is dictated by the age of the items and not the size.

Does Carilion Clinic enforce message attachment size limitations?

Yes. The maximum file size is 100 megabytes internally and 25 megabytes when sent externally. Users are cautioned to use their discretion when sending large attachments as it is not a guarantee the receiving provider (i.e. gmail, etc.) will receive an attachment of that size.

Does Carilion Clinic restrict message attachment types?

Yes, see below:

• Allowed attachment file types: Media files, documents, images, and archives not containing file types not allowed.
• Examples of allowed attachment file types: .avi, .bmp, .doc, .gif, .jpg, .mp3, .one, .pdf, .png, .ppt, .rtf, .tif, .txt, .vsd, .wav, .wma, .wmv, .xls, .zip
• File types not allowed: Executables, viruses, trojans, malicious code, etc. (This includes files of these types embedded in archives such as zipped files.)

What is the "Documents" button at the bottom of the main list?

This feature is disabled intentionally and may be supported in our enterprise at a later date.

Is there a personal address book?

Yes. It's called 'Contacts'. You can create, search, and e-mail using personal contacts and distribution lists. If you have a Carilion Clinic-issued BlackBerry, these contacts will also be synchronized wirelessly to and from your device.

How should I use Carilion Clinic distribution lists / what are best practices?

Distribution lists can help us efficiently route e-mails to appropriate parties in an organization as large as ours; however, there are some important considerations when it comes to getting the most out of our e-mail distribution lists. Before any e-mail message is sent to a large distribution list, managers, directors and team leaders should work closely together to ensure that large distribution groups are appropriate for the message that will be sent. Likewise, before your employees send to a large e-mail distribution list, inform them that they should consult with you first. Use the following guidelines as a checklist to ensure you and your employees are using e-mail distribution lists appropriately:

• The message being sent should be of broad interest to the targeted audience (all those on the list). The e-mail distribution list should not be used to communicate to a select portion of those on the list.
• Timeliness of the message should be considered. Is it urgent or is there time to distribute the information by other means?
• All messages must carry a definite and appropriate "from" address, as well as an appropriate "reply to" address if it differs from the sender.
• Messages should be sent to one person with the distribution group e-mail address in the blind copy line to prevent every one of the recipients from receiving another copy of the message if one person replies to all.
• Because not every staff member has or uses e-mail, distribution lists should not be used as the sole mechanism for distribution.
• Avoid using attachment files when sending to a large e-mail distribution list. These files greatly increase the size of the e-mails.
• If attachments are necessary to include on a mass e-mail, use standard formats such as Word or PDF, to ensure that recipients are able to open the files.

In Exchange, how are location-based distribution lists used?

The location-based distribution lists are used for communicating to employees at a specific building or location. Some examples of communications may include evacuation notices, maintenance updates, event reminders, alerts, etc.

How can I receive specific location-related emails?

By being a member of a location-based distribution list within our email program Exchange (ex: [Location] Roanoke Memorial Hospital).

How do I become a member of a distribution list for a specific building or location?

You need to log on to My Total Access and select your work location(s). Your email address will be automatically added to that location's distribution list within 24 hours.

I sometimes work in different buildings or locations. Can I be a member of more than one location-based distribution list?

Yes. You can be a member of up to two location-based distribution lists.

How can I determine what location-based distribution lists I am a member of?

Using My Total Access , you can view your location-based distribution list memberships on the Update Work Information screen.

What do I do if I need to change, add, or remove a distribution list?

All moves, adds, and changes to distribution lists will be handled through the distribution list owner.  The owner of the list should contact the Technology Service Center to request changes to the list.

Is there a limit to the size of a Personal Distribution List? I am receiving a message stating I have reached the limit?

Yes. Exchange has a storage size limit on Personal Distribution Lists. It is recommended that you keep your personal lists to 50 recipients or less. If you have a need for a list larger than this, it is recommended that you contact the Technology Service Center (TSC) to have a system distribution list created.

Does Carilion Clinic attach a disclaimer message to emails? If so, when is this applicable?

Yes. Carilion Clinic appends a legal disclaimer to all messages sent outside of the carilionclinic.org domain.
"Notice: The information and attachment(s) contained in this communication are intended for the addressee only, and may be confidential and/or legally privileged. If you have received this communication in error, please contact the sender immediately, and delete this communication from any computer or network system. Any interception, review, printing, copying, re-transmission, dissemination, or other use of, or taking of any action upon this information by persons or entities other than the intended recipient is strictly prohibited by law and may subject them to criminal or civil liability. Carilion Clinic shall not be liable for the improper and/or incomplete transmission of the information contained in this communication or for any delay in its receipt."

Can I send a fax from within Exchange?

Yes. To send a fax from Exchange, compose your message as normal. The subject and the body will appear on the fax cover sheet. For the recipient (To:) field, enter the 10-digit fax number and "@fax.carilionclinic.org". (For example: 15405551212@fax.carilionclinic.org.) You can fax documents (.doc, pdf, etc) by attaching them to the email. A confirmation email will be sent to you once the fax has been completed.

My last name recently changed. How do I update my contact information in Exchange?

Follow these steps to update your contact information in Exchange:

1. Update your personal information in My Total Access using the Life Event option. Once you change your last name in My Total Access, your last name will be changed in the Exchange Address Book automatically within 24 hours.
2. If you would like to change your Carilion Clinic email address to reflect your last name, submit a request to the TSC. You can report and manage your technology-related issue or questions to the TSC using the Edison website or by calling the TSC directly at (540) 224-1599. Once your request is processed, your original Carilion Clinic email address will remain available for receiving email but you will receive a new Carilion Clinic email address reflecting your new last name. For example, if your name is currently Marie T. Smith, your Carilion Clinic email address would be mtsmith@carilionclinic.org. If your name is changed to Marie T. Jones, your former email address (mtsmith@carilionclinic.org) would still available for receiving email but your new email address would be mtjones@carilionclinic.org. Any emails you send will show as sent by mtjones@carilionclinic.org.

Can I check the status of sent item?

When sending a message you have the option to request a return-receipt that will notify you if the message has been delivered and read. The recipient of the message will be notified of the request and must choose whether or not to return the notification. This is a system defined feature. You can also access a delivery report for a sent item by right-clicking on the message in the viewing pane and selecting Open Delivery Report.

Can I retract a message previously sent?

No. This feature is not available in Exchange.

Can I delay the sending of a message or reminder note?

No. This feature is not available in Exchange.

Can I save an e-mail to my personal drive?

To preserve the document in its most exact state, use the Print to PDF function available on Carilion Clinic computers.  (Please note this is only available on non-Clinical workstations.) If you do not have the PrimoPDF software installed on your workstation, please contact the Technology Service Center to have someone assigned to install it for you.

Can I share or access Shared Folders?

This feature is not available in Exchange at Carilion Clinic.