Mail (Human-Facing)
Mail groups handle human-facing communication — distribution lists, shared inboxes, announcements, and public contact addresses.
Pattern
Section titled “Pattern”prv-{audience}-mail[-{topic}]@{domain}Flavors
Section titled “Flavors”Choose one flavor per list. Never mix announce and two-way on the same group.
| Flavor | Who Posts | Use Case | Example |
|---|---|---|---|
| Announce | Managers only | Company-wide broadcasts | prv-team-mail-announce |
| Discussion | All members | Internal two-way conversation | prv-team-mail-all-staff |
| Public | Anyone (moderated) | External contact address | prv-collab-mail-hello |
| Collaborative Inbox | Anyone (moderated) | Support queue with assignment/SLAs | prv-collab-mail-support |
Common Mail Lists
Section titled “Common Mail Lists”| Name | Flavor | Purpose | |
|---|---|---|---|
prv-collab-mail-hello | PRV – Mail – Hello | Public | General inquiries |
prv-collab-mail-sales | PRV – Mail – Sales | Public | Sales inquiries |
prv-collab-mail-support | PRV – Mail – Support | C-Inbox | Customer support queue |
prv-collab-mail-security | PRV – Mail – Security | Public | Vuln reports, compliance |
prv-collab-mail-press | PRV – Mail – Press | Public | Media inquiries |
prv-team-mail-announce | PRV – Mail – Announce | Announce | All-hands broadcasts |
prv-team-mail-all-staff | PRV – Mail – All Staff | Discussion | Internal chatter |
Settings by Flavor
Section titled “Settings by Flavor”Announce
Section titled “Announce”- Who can post: Managers only
- External posting: OFF
- Members: People rosters (W-2, contractors, interns)
- Subject prefix:
[ANN]
Discussion
Section titled “Discussion”- Who can post: All members
- External posting: OFF
- Members: Relevant people rosters
- Directory visibility: OFF (internal only)
Public Contact
Section titled “Public Contact”- Who can post: Anyone (moderated)
- External posting: ON
- Moderation: MODERATE_NON_MEMBERS + allowlisted senders
- Directory visibility: ON
- Auto-reply: Recommended
Collaborative Inbox
Section titled “Collaborative Inbox”- Who can post: Anyone (moderated)
- External posting: ON
- Moderation: MODERATE_NON_MEMBERS + allowlisted senders
- Collaborative inbox: ON (assignment, SLAs)
- Subject prefix:
[SUPPORT]
Wiring with Rosters
Section titled “Wiring with Rosters”Subscribe rosters to lists, not vice versa:
prv-team-mail-announcemembers:prv-org-people-w2-active,prv-org-people-contractors-*-active,prv-org-people-interns-*-activeprv-team-mail-leadershipmembers:prv-org-people-execs-active
Never use people-* or mail-* on any resource ACLs.
Lifecycle
Section titled “Lifecycle”Create
Section titled “Create”- Choose flavor.
- Set email/name/description.
- Labels: Mailing=ON, Security=OFF.
- Apply settings per flavor.
- Configure allowlist/moderation for public/C-Inbox.
- Wire rosters and add managers.
- Add subject prefix if helpful.
Operate
Section titled “Operate”- Keep moderation queue < 1 business day.
- Quarterly: review owners, members, allowlists, auto-reply content.
Retire
Section titled “Retire”- Announce sunset. Remove from website/forms/DNS.
- Export archive. Disable external posting. Delete after hold period.
Anti-Patterns
Section titled “Anti-Patterns”- Using
mail-*on any access ACL - Mixing announce and two-way on one list
- Public contact without moderation/allowlist
- Subscribing giant rosters to public contact boxes
- Sole individual owners (use team groups for durable ownership)
Metrics
Section titled “Metrics”| Metric | Target |
|---|---|
| Moderation backlog (Public/C-Inbox) | >= 95% cleared < 1 biz day |
| Bounce rate | < 1% rolling 30-day |
| Announce abuse (posts from non-managers) | 0 |
Roster wiring (broadcasts via mail-* not ad-hoc) | 100% |