• Section 1 - Purpose and Scope
• Section 2 - Key Controls
• Section 3 - Process and Key Requirements
• Email
• UQ Staff Email
• Email Forwarding
• Bulk Messaging
• Section 4 - Roles, Responsibilities and Accountabilities
• ICT Consumers
• UQ Staff
• Senior Manager, CRM, Records and Compliance Applications
• Section 5 - Monitoring, Review and Assurance
• Section 6 - Recording and Reporting
• Section 7 - Appendix
• Authorisation to Send Bulk Messages
• Table 1 – Authorisation of broadcasts to all staff and students
• Table 2 – Authorisation of broadcasts to sub-groups of staff and students
• Definitions

Section 1 - Purpose and Scope

(1) The University of Queensland (UQ or the University) recognises the importance of email and other platforms for communication.

(2) This Procedure outlines requirements for using UQ email accounts and sending bulk messages to groups of UQ staff, UQ affiliates and students via email or SMS.

(3) This procedure applies to:

1. all ICT consumers who have a UQ email account;
2. all activities related to the use of UQ email, including email forwarding and access; and
3. all emails and bulk messages sent to UQ staff and students.

(4) This Procedure must be read in conjunction with UQ’s Acceptable Use of ICT Resources Policy and Digital Presence Procedure.

Section 2 - Key Controls

(5) UQ may communicate information relating to University business to ICT Consumers including information relevant to:

1. UQ as a whole (for example, all of UQ or large groups of UQ staff or students) or
2. Sections of UQ such as Faculties, Schools or Divisions and where the information:
   1. is required for the effective functioning of UQ or the relevant organisational unit; or
   2. covers issues, policies, corporate events or decisions with a direct connection to the work and operations of the University and its key organisational units.

(6) UQ provides UQ staff, students and some UQ affiliates and contractors with an email account for the delivery of official UQ email. Specifically:

1. A UQ mailbox must be used for the sending of all official UQ email communication;
2. UQ staff, UQ affiliates and contractors, UQ affiliates and contractors must send bulk messages with appropriate authorisation;
3. All ICT consumers with a UQ email account are responsible for checking their University email account on a regular basis.

(7) UQ email accounts are issued for UQ purposes and must be used in accordance with this Procedure, the Acceptable Use of ICT Resources Policy and other relevant policies, including:

1. for UQ staff and UQ affiliates, the Staff Code of Conduct Policy; and
2. for students, the Student Code of Conduct Policy.

(8) UQ may request an ICT consumer’s mobile phone number to enable the delivery of official UQ communications via SMS.

(9) UQ may provide alumni email services to eligible alumni as determined by the University from time to time. Availability, eligibility requirements and conditions of use are determined by the University and may change from time to time. The University reserves the right to modify, suspend or discontinue alumni email services. Communications sent from alumni email accounts are personal communications of the account holder and do not represent the University unless authorised. More information on alumni mailboxes and what happens to your student email if you aren’t enrolled or graduate is available here.

(10) If an organisational unit wishes to maintain its own email server, approval must be obtained from the Chief Information Officer.

Section 3 - Process and Key Requirements

Email

(11) ICT Consumers using UQ email accounts must:

1. maintain the mailbox within the assigned mailbox quota to ensure University mail can be delivered to the mailbox;
2. use the UQ email securely and in compliance with University policies and procedures;
3. take reasonable steps to review emails before opening attachments or clicking links to ensure they are not malicious in nature (read more about email scams and email security);
4. report suspicious emails to IT support (read how to report an email scam);
5. take caution forwarding emails, particularly where:
   1. emails contain SENSITIVE or PROTECTED information, or personal information; or
   2. the email account is used for activities that involve the regular receipt of SENSITIVE, PROTECTED or personal information (read more about information security classifications and sharing confidential information).

UQ Staff Email

(12) The following requirements and controls apply to any individual with a UQ staff or affiliate email account (including UQ staff, UQ affiliates, contractors, and HDR students):

1. UQ maintains a directory of staff and their assigned UQ (@uq.edu.au) email addresses including subdomains (e.g. name@its.uq.edu.au).
2. To request a custom domain which will be used for email, submit an IT support request. Custom email domains must be related to official UQ business, and additional approvals (e.g. from Marketing and Communication, Head of School) are required. All email domain names for UQ touchpoints (including non-UQ domain names such as ‘com.au’, ‘org.au’) must be registered by Information Technology Services (ITS). Refer to the Digital Presence Procedure for more information on UQ’s digital touchpoints
3. UQ staff can delegate access to their mailbox when required, noting that additional approval is required in some instances. Read more about allowing another person to manage your inbox. If a mailbox owner is unable to authorise delegation of their mailbox access, authorisation must be provided by the CIO.
4. UQ staff must apply the correct sensitivity label to their emails. Read more about sensitivity labels.
5. UQ encourages all UQ staff to add the disclaimer available in the UQ Digital Asset Manager to email signatures and ensure any banner images are created using a linked image (additional email signature templates are available in the UQ Digital Asset Manager).
6. UQ will not provide individuals with access to their UQ email account after they have left the University. However:
   1. in limited circumstances, UQ staff can request an account extension prior to leaving – visit the Keeping staff email after you leave UQ page for instructions;
   2. retiring academic UQ staff may be eligible to retain access to their email account after their employment with UQ ceases, subject to any conditions determined by the University. Accounts with no activity for a period of 12 months will be removed; and
   3. the University may remove access at any time.
7. Before their engagement with UQ ceases, UQ staff may copy personal information related to their engagement at UQ to their personal email account, such as pay records or employment references. UQ staff must comply with any directions from the University regarding the handling of information during the separation process. UQ staff must not copy, delete, move or alter emails relating to UQ IP and/or business (unless copying or moving to another UQ system such as SharePoint or TRIM).

Email Forwarding

(13) Students and alumni may forward their UQ email to an external account or provider or to another UQ email address. UQ cannot guarantee delivery of automatically forwarded email messages.

(14) UQ staff, UQ affiliate and contractor email accounts must not be automatically forwarded to an external account or provider because there is no ability for UQ to provide content backup, information security, or to protect UQ’s information assets associated with email correspondence.

(15) Consistent with the Acceptable Use of ICT Resources Policy, individual exceptions to these email forwarding requirements may be approved only where a UQ staff member holds a joint appointment or is seconded to another organisation. In these circumstances, approval must be provided by the Head of Organisational Unit. To request email forwarding, complete and submit the request form via the forwarding staff email to a non-UQ address web page. Group exceptions to this requirement (e.g. Academic Title Holders) must be reviewed and approved by the Chief Information Officer.

Bulk Messaging

(16) Bulk messaging is the sending of a communication using a broadcast channel (such as email or SMS) to all UQ staff and/or students (for examples), or a specific group of staff and students.

(17) The requirements below do not apply to bulk messages sent to groups other than current UQ staff and students. For alumni and donor communications, contact UQ Advancement and Community Engagement. Bulk messages to other audiences must comply with relevant local team approval processes, legislation and UQ policies, including the Spam Act 2003 (Cth) and Privacy Policy. Communications containing UQ brand elements must also comply with the Brand Policy and, where applicable, the Digital Presence Procedure. Consult your local Marketing and Communications unit for guidance on communications that may be considered marketing.

(18) UQ encourages the use of pre-approved communication software and IT services for the sending of bulk messages (as listed on the reviewed software list page). To send bulk messages using other software, please contact ITS for advice.

(19) All bulk messages must be sent from, or on behalf of, a UQ staff members, organisational unit, role or function (for example Head of School, Chief Human Resources Officer, or Faculty Executive Manager).

(20) Bulk messages to UQ staff and students must be sent to their UQ email address. Personal or external email addresses (e.g. students’ personal email accounts) may only be used in addition to the UQ email, and only where there is a clear operational need – such as during periods of study interruption, leave, or where contact via UQ email is not feasible.

(21) The names of recipients must remain anonymous to other message recipients. Student names, student usernames, email addresses and student numbers must not be displayed publicly without consent.

(22) Where possible, personalised bulk messages should use a recipient’s preferred name.

(23) SMS bulk messages should focus on high-priority topics and be sent to a relevant audience. Where SMS messages are sent using a sender ID, the sender ID must be registered in accordance with the Telecommunications Act 1997 (Cth).

(24) UQ staff organising bulk messages must:

1. follow the appropriate approval process. Bulk messages must be authorised by a relevant UQ officer prior to sending. See the authorisation tables in section 7 of this Procedure for guidance; however, depending on the message purpose and audience, an organisational unit may have their own approval requirements.
2. comply with the Spam Act 2003 (Cth) and any relevant UQ policies and procedures, including the Privacy Policy.
3. check messages prior to sending to ensure accuracy, clarity, compliance and ensure:
   1. the message clearly explains to the recipient why they are receiving it;
   2. the message is relevant to the entire recipient audience, consistent with UQ policies and for a University purpose; and
   3. where practicable, use web links from UQ and other reputable and recognisable locations (for example, state and federal government).
4. contact Marketing and Communication (via communications@uq.edu.au) prior to sending, where the message is being sent to all UQ staff, to ensure the timing of the message does not clash with other bulk messages.
5. be aware that sending bulk messages to many recipients may result in delivery delays. UQ staff must allow sufficient time for messages to be processed and delivered, particularly when messages are time-sensitive or linked to critical deadlines.
6. undertake relevant training where required. For example, UQ staff who wish to organise and send bulk messages via the Service CRM must take the broadcast mailings training first.

Section 4 - Roles, Responsibilities and Accountabilities

ICT Consumers

(25) ICT Consumers are responsible for:

1. using their UQ email in accordance with this Procedure; and
2. complying with other University policies and procedures while using their UQ email.

UQ Staff

(26) UQ staff who organise and send bulk messages are responsible for:

1. undertaking relevant training before sending bulk messages;
2. proofing messages and seeking approval from authorised staff before sending messages;
3. ensuring contact lists contain current UQ email addresses and the first or preferred names of recipients as appropriate to the context of the email;
4. ensuring any bulk messages they send are in accordance with UQ policies and procedures and relevant legislation;
5. notifying Marketing and Communication of messages to all UQ staff prior to sending; and
6. ensuring that contact lists for current staff and students do not contain non-UQ email addresses.

(27) UQ staff authorised to approve bulk messages are responsible for:

1. considering and reviewing the content of proposed bulk messages; and
2. ensuring that messages are appropriate for dissemination to a large audience and comply with the requirements of this Procedure.

Manager, Application Administration

(28) The Manager, Application Administration is responsible for managing UQ’s email system. They are also responsible for maintaining this Procedure with the Manager, CRM and Records Management, including providing assurance regarding email requirements.

Senior Manager, CRM, Records and Compliance Applications

(29) The Senior Manager, CRM, Records and Compliance Applications is responsible for managing UQ’s Service CRM. They are also responsible for maintaining this Procedure with the Manager, Application Administration, including providing assurance regarding bulk messaging requirements.

Section 5 - Monitoring, Review and Assurance

(30) The Manager, Application Administration and Senior Manager, CRM, Records and Compliance Applications will review this Procedure and update the content as required to ensure its currency and relevance. They are also responsible for undertaking assurance assessments as requested by the CIO.

(31) ITS can measure and provide assurance via the broadcast mailings training and operational data from Service CRM.

Section 6 - Recording and Reporting

(32) Bulk messages must be retained in accordance with the Records Management Procedure.

(33) If UQ staff wish to record bulk messages and their contact lists in UQ’s record management system, IT Support can (on request and prior to sending) export the message and contact list.

Section 7 - Appendix

Authorisation to Send Bulk Messages

(34) Depending on the message purpose and audience, each organisational unit, course or program may have their own approval hierarchies, processes and delegations. This table is for guidance only.

Table 1 – Authorisation of broadcasts to all staff and students