E-mail Frequently Asked Questions (FAQs)

What help is available?
We have provided several ways that you can get the help you need to make your time using Outlook productive. Your first line of inquiry should be to explore Outlook's Help files. CTLT provides training and they can answer some of your questions. You can also call the Help Desk at 410-337-6322.


What are Public Folders?
Public folders are an easy and effective way to collect, organize, and share information with others for Faculty, Staff and Students. You can use public folders to store any type of file or Outlook item.
Use public folders to:

  • Screen the contents of messages before publishing with moderated public folders. This is useful when you want to enforce certain guidelines or policies.
  • Share Outlook items in a schedule, contact list, or task list. People can review information that is constantly updated.

Public folders are created and designed by administrators and others in your workgroup or organization who have the appropriate permission. If you have permission, you can set up your own public folders and give other people permission to use them.
For instructions on how to create public folders click here.


How do I change my password for Outlook?

Your Goucher password allows you to login to all your accounts. You can change your Goucher password by going to https://password.goucher.edu. If needed, you can download instructions on how to change your password by going to http://www.goucher.edu/x2848.xml.

For instructions on how to change your password through Outlook Web Access, click here.


How do I delete a message?
If you are viewing a message full screen (not in preview mode), click on Edit in the menu bar of the message and select Delete. Also with the message highlighted (in blue) you can simply press the delete key on the keyboard or click on the X (icon) on the menu bar.

How do I recover a deleted message?
Click here to get instructions on how to recover deleted messages.


How do I find out the mailing address of someone at Goucher?

  • Click on Tools in the menu bar of the Viewer window and select Address Book.
  • If the block under the Show Names from the prompt does not contain Global Address List, click on the down arrow at the end of the block and select it from the drop down list. The Global Address List is a directory of all Exchange users.
  • You can scroll through the list, or type the first few letters of the person's last name in the Type name or Select from List block to move quickly to a particular group of names.
  • You can display more information about an entry by double-clicking on it. If you do display this extra information, click the OK button to return to the Address Book.
  • When you have finished with the Address Book, click on File in its menu bar and select Close.


Why can't I use a comma to separate email addresses?
You can, you just have to configure Outlook to let you. Follow these steps:

  • Click on the Tools menu and select Options.
  • Click on the Preferred tab at the top.
  • Select Email Options then Advanced Email Options.
  • At the bottom, check off the option Allow comma as address separator then click OK out of all windows.

You should then completely close Outlook and re-open it to make these changes take effect.


Why are some of my messages sent as plain text and others are rich text?
Outlook assumes that all messages sent to outside email addresses are safer if sent as plain text. This is because some email clients cannot read rich text or HTML messages (Pine is one such client used on this campus). If it sees an address it recognizes on the Exchange Server, it will send it in Microsoft Rich Text (allowing all types of emphasis, font faces and sizes). This can be changed by following these steps:

  • Click on the Tools menu and select Options.
  • Click on the Mail Format tab at the top. In the Message Format section, Click on the down arrow to select Plain text, Rich Text or HTML.

This will still behave as explained above, but it will make them consistent if set to plain. To change plain text messages to rich text for outside addresses follow these steps:

  • Open Contacts.
  • Open an individuals record In the email address area then double-click on their displayed name or address.
  • Click the check box that appears at the bottom of the window stating Always send to this recipient in Microsoft Outlook rich-text format.


How do I setup an Out of Office AutoReply?

There is a built in "Out of Office" assistant that will send an automatic reply while you are away from your e-mail. You will receive all mail addressed to you - but it will notify the sender that your response might not be forthcoming. The message is completely customizable. You will also be able to apply special filters to incoming mail so that it can be routed or managed while you are away. Note of Caution: This could also create a mail loop if you are part of a listserv.

For instructions on how to setup the Out of Office AutoReply, click here.


How do I create personal folders and move mail to it?
Click here to get instructions on how to create personal folders and import/export emails.

Why do I keep getting a message that my mailbox is full and I can't send or receive any messages even though my inbox is empty?
Go to your Deleted Items folder and make sure that it is empty. Also, check your Sent Items and Draft folders (in the Folder List) to make sure that they are empty. Then restart Outlook. It may take up to 30 minutes for the changes to take effect. You may need to go through your inbox to make sure that you do not have any large attachments of pictures and pdf files that may be putting you over your limit. If you continue to experience problems, please contact the Help Desk at 410-337-6322 or helpdesk@goucher.edu.