Gmail

Tool class: Email

With Gmail, a topic’s email surface is one Google Group with a topic address. Participants use Gmail labels and filters to route topic mail in their own mailboxes.

Set up the surface for one topic

These steps use the example topic Example Co Operations (topic code EXOP).

1. Confirm the topic in the registry. Use the exact topic code and name.
2. Search the existing groups for exop@example.com and for the topic name. If a group already exists, use it. If two exist, record a provisioning gap.
3. Create a Google Group with the address exop@example.com and the name Example Co Operations.
4. Choose how the group handles mail (see Settings): an email list or a collaborative inbox.
5. Add the topic’s participants as members. Make the maintainer a group owner, and add one backup owner or manager.
6. If the topic receives mail at another address, ask an administrator to add it as an alias of the group. Record it as an alias in the topic profile.
7. Use the group to share the topic’s shared drive and calendar.
8. Ask each participant who handles topic mail to create the label and filter described below.
9. Add the group address to the topic profile and to the purpose page.

Settings

Mail handling. A Google Group can act as an email list, where members receive messages by email according to their own delivery setting, or as a collaborative inbox, where members can take and track conversations inside the group. The collaborative inbox is turned on in the group’s settings. Use an email list when every member needs to see every message. Use a collaborative inbox when the topic receives requests that one person must handle.

Who can post. Decide whether people outside the organization can send mail to the group. Allow it only if the topic receives outside mail.

Labels. In Gmail, create a label named EXOP. Labels can be nested, so create intake labels under it:

• EXOP/needs review
• EXOP/needs reply
• EXOP/waiting
• EXOP/routed

The intake labels are optional. Use them only if the topic receives enough mail to need them.

Filters. Create a filter that matches mail sent to exop@example.com and applies the label EXOP. You can add a second filter that also applies EXOP/needs review to new mail from outside the organization.

Permissions

• Group membership is the topic’s access boundary in a form that other tools can use. Groups can be used to share Google Drive files and shared drives, and Google Calendar calendars.
• Keep the number of group owners and managers small.
• Group conversation history is visible to members according to the group settings. Check that the history is not visible to everyone in the organization unless the access boundary includes everyone.
• External members are an exception to the access boundary. Record them on the purpose page.

Maintenance

The maintainer checks the group on a regular schedule:

• The address and display name still match the topic.
• Members match the topic’s participants. Remove people who left the topic. Because the drive and calendar are shared with the group, this one change updates their access too.
• Posting permissions and history visibility still match the access boundary.
• Additional addresses are recorded as aliases.
• Messages labeled EXOP/routed have a record in the source of truth that links back to the thread.

When the topic becomes inactive:

1. Decide where new mail to exop@example.com should go. Either route it to the topic that took over the work, or set an automatic reply that states where to write instead, if your group settings support it.
2. Keep the group so that past conversations remain available, according to the retention rule.
3. Participants can keep their EXOP labels for history and remove their filters.
4. Update the topic profile and the purpose page.

Agent notes

• Resolve the topic first. Use the group address from the topic profile.
• Search the thread history before you draft a reply.
• When you record a fact from email, include the thread link, the date, and the sender in the record.
• Treat your own summaries of email as drafts until a person confirms them.
• Confirm the account, the recipients, the text, and the attachments before you send, reply, forward, label, archive, or delete.