Tech FAQs

 

 

 

Email Security FAQ

 

Q. Why do I have to use Microsoft Outlook? I prefer to use a different email client.

A. FCS takes security and privacy seriously and wants to ensure proper measures are in-place to protect confidential information. As such, Microsoft Outlook is the only approved and authorized email client that meets FCS’s standards.

 

Q. How is Microsoft Outlook more secure than other email clients?

A. When used in conjunction with the FCS email system, Outlook ensures that messages are encrypted end-to-end (meaning that someone cannot “eavesdrop” on your emails on a public network). This is enforced by rules FCS has on its email system that only Outlook understands.

 

Q. Why is my email address ‘f#####@forsyth.k12.ga.us’? Can I get something less “clinical”?

A. Since 2018, all new FCS employees have been given a login and email address that corresponds with their ID. While that is your official email address, you can also have an alias that will deliver to your official address.

 

Q. I missed an email because it was classified as ‘Junk’. I, and many other FCS employees, will receive a lot of emails from this sender – can they be exempted from being marked as ‘Junk’?

A. Unfortunately, no – email is the primary entry point that many attackers use to breach an organization. It is suggested that one regularly checks their junk folder and classifies the message(s) as ‘Not Junk’ so that the email system learns what is normal for you.

 

Q. I have some very important emails being sent to ‘Quarantine’. What can I do to prevent that? And why do I have to request them to be released? How long will that take?

A. The ‘Quarantine’ folder is for messages that go beyond a simple junk/spam classification. This means that the content of the message, attached documents, embedded images, reputation of the sender, security of the sending email system, and/or behavior of the message itself warrants sequestration. Many of the quarantined messages are dangerous and require that someone individually examine them for legitimacy. As such, it may take an extended amount of time to vet the message(s). If you have a message in quarantine that is time-sensitive, please submit a service ticket to request an expedited review.

 

Q. I requested an email be released from quarantine, but the request was denied. Why did that happen?

A. There are several different factors that can cause an email to be quarantined: high confidence phishing (hacking) attempt, malicious software attached, user/business impersonation, message behavior, and security failure(s). Unfortunately, the recipient may not see those indicators (or even understand what they mean) and may unknowingly request that an attack be released to them. This is why FCS requires that each request be individually checked by qualified personnel. If that analysis indicates an unacceptable risk, the message will not be released.

 

Q. I know the message I need released is clean. Why was it denied?

A. The FCS email system is only for official FCS business. If the message was not related to FCS operational needs, such as: a personal email, shipping notifications, newsletters, or other non-official content – the email may not be released from quarantine. This policy may also impact professional development communications that aren’t part of your official FCS duties. It is recommended that you use your personal email for all non-official communications.

 

Q. I received an alert that an email I tried to send contained sensitive information. What does this mean?

A. In order to ensure that FCS remains in compliance with state and federal laws – and to protect sensitive information – we employ technology to spot and block the transmission of private information (like SSNs, banking account information, etc.) to external recipients. Personally identifiable information (PII) should NEVER be sent via unencrypted email.

 

Q. I received the alert when I replied to an email from a parent. Why didn’t the technology detect the PII on the incoming email?

A. FCS is legally required to protect confidential information. As such, PII cannot be sent FROM FCS without encryption. Parents and other third parties may not necessarily be held to the same legal standard(s), nor is it FCS’s responsibility to enforce their compliance.

 

Q. What if the information was my own and I was sending it to myself (or someone else I trust)?

A. If the message is not part of your official FCS duties, you should use your personal email account to transmit the information. If it is an official task, FCS offers several methods with which the PII can be sent while maintaining compliance. Please reach out to your ETC – or open a service ticket – for assistance.

 

Q. The email I sent didn’t have sensitive information in it, yet it was still blocked. Why and what can I do?

A. Unfortunately, technology isn’t perfect. As such, there is always the chance that something was incorrectly classified as containing PII. If that should happen, please reach out to your ETC – or open a service ticket – for assistance.

 

Q. I’m sending an email to many external recipients. Are there any guidelines or best practices I should follow?

A. Firstly, the email should be related to your official FCS duties. Secondly, make sure that it follows all privacy and security regulations. Lastly, unless there is a need for all recipients to see each other’s email address, the recipients should all be placed in the blind carbon copy (Bcc:) field. That will protect their privacy and prevent unwanted “reply to all” storms.

 

Q. You keep mentioning that FCS email should only be used for official FCS duties. Why?

A. The primary reason is that it is FCS policy. However, it is also to protect your privacy. All FCS email is susceptible to an open records request (ORR). If you are using FCS email for personal communications, that information could be made public via an ORR.