Google Apps FAQ’s

Migration Project Fall 2012

Q: What is the plan for the migration? A: Computing Services will seek volunteers to migrate in September as part of the pilot group. October thru November we will migrate all active Lotus accounts in batches of 20 every other day by departments. Once you have been migrated you will receive your username/password in your Lotus account. At that time you should start using Google Apps and stop using Lotus Notes. You will have a two week grace period to get yourself logged into Google Apps before your Lotus account will be moved to inactive. Please note: If you continue to use Lotus Notes after you have been migrated for that two week grace period, whatever you do will not be migrating to your Gmail account. Q: What will happen to my mail, calendar items, and contacts in Lotus Notes when we move to Gmail? A: E-mail – including sent mail and mail from other folders – will be migrated over along with all attachments. PLEASE NOTE: emails exceeding 25 megabytes will not migrate. Folders named “bin” or “archive” will not migrate. Calendar items like meetings, appointments, recurring events, reminders, etc. will all be moved over to your Gmail account. PLEASE NOTE: attachments to calendar items will NOT migrate over and calendar items that were created by a third party tool may not migrate. Shared calendars will not migrate. Contacts and groups in your personal address book will migrate to Gmail. Our Technical Services staff will determine if your contacts and groups are appropriately synchronized to the server and will assist you if they are not. PLEASE NOTE: attachments to contacts will NOT migrate over and contacts that were created by a third party tool may not migrate. Q: Will my Notes archive migrate? A: Yes. We will work closely with users with archives to ensure a smooth migration. Q: Will all mail groups from the Lotus Notes Directory move over? A: Most mail groups will be migrated. We will use this opportunity to clean up outdated mail groups. Mail groups can be created upon request just as they were in Lotus Notes. Q: Is everyone moving over? Are we getting rid of Notes completely? A: December 31, 2012 is the target date to retire Lotus Notes.

Q: What should I do to prepare for the migration? A: Do your best to clean up your account prior to the migration. If you know you have large files start moving them out of Lotus Notes. You can always [create a personal Gmail account] to get familiar with Google Apps. Q: Where can I get more information on Google Apps? A: For an overview of what Google Apps is all about click [here]. Q: Will we hear more about this project? A: Definitely. Expect to see occasional updates, notifications, and the final migration schedule.

Google Apps

Q: What is Google Apps? What will we be using from Google Apps? A: Google Apps is a set of business solutions (Email, Calendar, Contacts, Sites, Docs, Video, Talk, etc.) that the project team is investigating and implementing. The Google Apps Marketplace (GAM) offers additional functionality to Google Apps users. Think of GAM as iTunes for businesses. We are exploring options beyond mail, calendaring, contacts, and tasks but are avoiding a lot of shopping at this stage. There are a couple tools, however, that will help us make the move from Lotus Notes. We will be employing those. Q: How reliable is Google mail and other Google services? A: Google services go down rarely – far less often than any local service. Google guarantees that services will be available at least 99.9% of the time.

Q: Are Google Apps backed up? I’m concerned about losing data. A: Google stores your data on multiple servers in different locations. You can save your data to your computer regularly through a simple, straightforward process. Q: How do I access Google Apps? A: [www.google.com] (click sign on), [www.gmail.com] (enter complete email address), [https://mail.google.com/a/wnc.edu] (enter ID portion of email address/password).

Google Apps Security

Q: Are there any concerns with security? We transfer student IDs, transcripts, and similar information. A: E-mail, in general, is never the best way to transfer such information. Such transfers, however, are bound to be more secure within the Google environment. Q: Is our data secure? A: All communication is encrypted whenever using web-based email, web-based chat, web-based calendar, docs, and sites. The Google Talk desktop client is not encrypted. Also, if you sync your email or calendar with mobile devices that material may not be encrypted either (details on how best to secure your mobile devices will be provided). All email is filtered for spam, viruses, and to prevent phishing attacks. More details are provided on Google's Security and Privacy page. Google's data centers are protected by advanced physical security controls, and access to information is monitored at multiple levels.

Google performs software patching rapidly across identical server stacks to help keep users updated with the latest patches.

Google allows you to set fine-grained access controls for documents, calendars, and other types of information you store in the cloud.

Google has entire teams of security professionals dedicated to protecting customer data. Google's use of https (SSL) ensures that the data you exchange with the server is, in fact,

encrypted while in transit. Google has received an authority to operate at the FISMA-Moderate level – the standard

level for Federal email systems – from the U.S. federal government. The Federal Information Security Management Act of 2002, or "FISMA", is a United States federal law pertaining to the information security of federal agencies' information systems. FISMA applies to all information systems used or operated by U.S. federal agencies – or by contractors or other organizations on behalf of the government.

When data is sent to the Google cloud, the data is sliced up and distributed to a multitude of Google's servers. The data is simultaneously obfuscated, which is similar to redaction, so that even if it were possible for someone to gain access to the data, they would only see portions of the data.

An independent third party auditor issued Google Apps an unqualified SAS70 Type II certification (industry standard security audit).

Q: Is my privacy and the confidentiality of our email protected? A: Google may be compelled to disclose our confidential Information when required by law but only; after it, if legally permissible: (a) uses commercially reasonable efforts to notify the owner; and (b) gives the owner the chance to challenge the disclosure. Q: What if an email needs to be totally private? A: One should remember that no email system is completely secure, and privacy in email cannot be assumed. With this in mind however, Google utilizes best of breed hardware, software, and security architecture to maintain confidentially and privacy. If something needs to be totally private, email is perhaps not the best method for storage.

Chrome

Q: Do I have to use Google Chrome as my browser to access my email account? A: You can use any browser, however, for full functionality of all apps Chrome is the recommended browser Q: I can't seem to be able to print a PDF from Chrome. What's going on? And how can I get my PDF printed out? A: Google Chrome has a built-in PDF viewer enabled by default. This is a Chrome-proprietary plugin that is NOT Adobe Reader. When you click a PDF link on the web while browsing with Chrome, the file opens directly in your browser window in a special Google PDF viewer. You have a choice of two solutions:

1. Save the PDF to your desktop and open it in Adobe to print it.

*OR*

2. You can disable the built-in viewer in Chrome: Enter about: plugins in the address bar of your Chrome browser. Click Disable underneath the entry for Chrome PDF Viewer.

• Make sure Adobe Reader is installed on your computer. • The Adobe Reader plug-in will now be automatically enabled.

Gmail

How Gmail compares to Lotus Notes

Q: What will my e-mail address be? A: Your e-mail address will not change. Q: How do I access Google Apps? A: [www.google.com] (click sign on), [www.gmail.com] (enter complete email address), [https://mail.google.com/a/wnc.edu] (enter ID portion of email address/password). Q: Why is my email address coming up as @wnc.edu.test-google-a.com? A: If you see an e-mail address with @wnc.edu.test-google-a.com do not be concerned. It is a product of temporary Gmail forwarding necessary until everyone is on Gmail. That will disappear in future weeks when we can officially move all inbound and outbound communication to exclusively Gmail; and, in the meantime, it doesn't impact e-mail addressing or delivery. You will still send and receive emails using the @wnc.edu address. Q: I use Gmail already. Is the Google App package more robust and user friendly than the traditional Google e-mail? A: It is similar. However, there are many new options for viewing e-mail that you may not have explored if you have had a personal account for longer than six months. Gmail can be highly personalized and can be configurable in numerous ways. Q: I have a personal Gmail account already. Can I log in to multiple Google accounts on my PC? A: Yes! It is very easy to do. You can even do it while in the same web browsing session. Q: Is my privacy and the confidentiality of our email protected? A: Google may be compelled to disclose our confidential Information when required by law but only; after it, if legally permissible: (a) uses commercially reasonable efforts to notify the owner; and (b) gives the owner the chance to challenge the disclosure.

Q: Do I have to use Google Chrome to access Google Apps, or can I use a different internet browser? A: Any browser will work, however, to maximize Google Apps features, Googlers highly recommend using Chrome. Q: Does Gmail have a mailbox size quota? A: Yes. Your total mailbox size cannot exceed 25 gigabytes. Q: What are the limitations on email sizes for my Google Apps account? A: You can send and receive mail messages up to 25 MB in size including attachments. There are other methods for transferring large files (for example, secure FTP), and Google Docs also offers a way to share large documents between collaborators without worrying about email storage space. Q: Will we be trained on Gmail? A: Training opportunities will be available individually, or as group upon request. Q: What will happen with all of my mail folders? A: Notes mail folders will be migrated. In Gmail folders are called labels. Q: I delegate my Lotus Notes mail and/or calendar to other Notes users. Can I do that in Gmail? A: Yes, similar functionality exists in Gmail. We will provide support materials online. Q: I opened Lotus Notes and I see messages in my Inbox that aren’t in Gmail. What happened? A: Those messages likely ended up in Gmail’s Spam folder. Check the Spam folder by clicking the More button along the left side of your Inbox. Q: I don’t want legitimate messages going to Gmail’s spam folder. What can I do? A: Please refer to this [guide to prevent legitimate messages from being marked as spam]. Q: I used to create mail rules in Lotus Notes. Can I create mail rules in Gmail? A: Yes, Gmail refers to them as “filters.” Please refer to this [guide for creating filters]. Q: Are there any shortcut keys available able to increase my productivity? A: Yes, you have to go to settings and enable them and then refresh your mail window before the change takes effect. Here are our current favorites:

When in a message or after doing a search, type 'u' to go to inbox When viewing a message, type '!' to label it as spam When reading a message, type 'r' to Reply ('R' to Reply in a new window) When reading a message, type 'a' to Reply All ('A' to Reply All in a new window)

[Click here] for a full list of shortcuts. Q: What does archiving in Gmail do? Where does it go and can I get it back? A: Archiving items keeps your Inbox tidy. The items are not deleted, but they will no longer appear in your Inbox. The items will appear in search results and can also be accessed by clicking the “All Mail" link.

Q: I often have to refer back to old e-mail. How are the old Lotus e-mails archived or viewable after this transition? A: They will quite literally be in your archive and readable within Gmail. Your email will also be searchable by Google's world-famous search engine. Q: What is the difference between a Folder and a Label? A: Actually, Gmail doesn't use folders. To help you organize your mail more effectively, Gmail uses labels instead. [Read more?] Q: My Gmail trash isn’t automatically emptying like my Lotus trash did, do I have to do this myself now? A: According to Google, Gmail automatically deletes any email in the Trash that's approximately 30 days old. You may want to manually empty your Gmail Trash yourself, especially if there is sensitive email that you want deleted immediately. If you’d like to permanently delete something yourself:

1. Click your Trash label. 2. Check the box next to the message you'd like to permanently delete. 3. Click the Delete forever button.

Q: What if I want to share my Gmail Contacts but not my email? Is that possible? A: Yes, it is new feature. Google now allows you to delegate your Gmail Contacts without having to delegate mail, too. [Here's how!] Q: Lotus Notes had a Send and File button. So in Gmail, how can I organize my messages – by starring them or adding a label – before sending them? A: This is a new feature from Google! [Click here to learn how to Star and Label messages before you send them]. Q: Can I disable the ads across the top of my Inbox? A: Yes, go to Mail settings, click the Web Clips tab, uncheck the box next to 'Show my web clips above the Inbox' and click the Save changes button at the bottom. Q: Is there a way to have the mail in your inboxes show from oldest to newest? A: Good question. Unfortunately, no you cannot sort messages by oldest to newest as you could in Lotus Notes. However, you can jump to the oldest messages. Simply hover your mouse pointer over your e-mail counter and click "Oldest" (as shown in the screen shot below):

Q: Can I sort email by name? A: Gmail doesn’t have the sort by column feature that Lotus Notes has. You can do a search for specific names. This may change in the future, as Google is always adding improvements to their system.

Q: Can I add my organization's logo to my signature in Gmail? A: Yes. Listed below are a few of the available logos and the URLs. More logos are available [here].

http://www.wnc.edu/files/reports/marketing/logo_150x150.gif

http://www.wnc.edu/files/reports/marketing/wildcat150.gif

http://www.wnc.edu/files/reports/marketing/wnc_masthead_nocampus.jpg

Here's how to insert the logo:

1. Under General settings in Gmail, scroll down to your Signature entry. Place the cursor where you'd like to place the logo.

2. Then click the "Insert Image" icon. 3. Copy & paste the URL (above) of the WNC logo you choose.

Click OK to close the window.

4. Scroll to the bottom of the General settings page, and click the "Save Changes" button.

Q: Under General settings in Gmail, I enabled all stars. How can I set up mail Filters to use them?

A: Yellow is the only star that can be pre-applied with a Filter. The basic function of stars in Google today is for assigning priority once an email lands in the user’s mailbox. For example:

= urgent. If you want color in an email (for distinction & to assign a color to incoming mail), use Labels.

Q: Can I mark my outgoing email as high priority or urgent? A: Gmail web client doesn’t allow you to mark outgoing emails by a priority scale. This may change in the future, as Google is always adding improvements to their system.

Q: When I reply to an email, Gmail strips out the original sender's attachments. Is forwarding the only way to keep attachments? A: You can include the original attachment in a Reply. Here's how:

1. With the email open, select Reply. 2. Click "Include original attachments".

3. Click the "Send" button when your email is ready.

Q: Has anything been resolved on the Return Receipt for Google mail? I am clicking on the "Return receipt" and then clicking on the "Request read receipt" and I am not getting return receipt notices. A: Google Support has been contacted, and they essentially said read receipts aren't currently working for us because we have not completely migrated to Gmail. Read receipts appeared to work as expected between Gmail users but not when sending to other mail systems like Lotus Notes, Hotmail & Yahoo. An exception: When using Thunderbird (a 3rd party mail client) to read Yahoo mail, you – as the receiver – will be prompted to send a read receipt. According to [Google's documentation], read receipts only work if the e-mail recipient's mail server and/or mail client supports the feature. Q: How do I embed a picture into the body of an e-mail? Copy and paste doesn’t always seem to work? A: Copy & Paste seems to work in Firefox and Chrome web browsers but not Internet Explorer. Another option is to enable the Insert images button. To turn on Gmail's Insert Image button:

• Follow the Settings link in Gmail. • Go to the [Labs] tab. • Make sure Enable is selected for Inserting images. • Click Save Changes. • The Insert Image button is now available when you compose a new message: Insert

Image

Q: How do I disable conversation view in Gmail? A: Please refer to this [web site for turning off Gmail’s conversation view].

Google Calendar

Q: Will Google calendaring have the ability to differentiate between business and personal items with the option to make your personal calendar entries private? A: Absolutely. Q: Can you share calendars, including editing and viewing? A: You can share your calendar with a wide range of editing and viewing choices. Q: I delegate my Lotus Notes mail and/or calendar to other Notes users. Can I do that in Gmail? A: Yes, similar functionality exists in Gmail. We will provide support materials online.

Mobile Devices

Q: Will I be able to access my mail / calendar / contacts on my BlackBerry, iPhone or Android? A: Yes. In fact, Google Apps supports a much wider variety of smartphones including Android, Windows Phone 7 and other devices with secure POP3 mail capability. Q: I hear Google Apps works best with Android devices. Will they work well with the iPhone? A: Google works well with all popular smartphones. It will work with the built-in iPhone mail and calendaring apps or you can download Google Apps for free from iTunes. It is a very iPhone friendly package. Q: Does Google Apps support mobile device remote wipe if I lose it? A: Yes. Q: How can I access Google Apps / Gmail account on my iPhone/iPod Touch/iPad? A: To sync Mail/Contacts/Calendar using Apple's built-in apps please follow these [directions to setup Google Sync with your iOS device]. If you don't want to use the built-in iOS apps there is a [Gmail app available for free from the iTunes store]. Lastly, you can go to [www.gmail.com] using Safari to access the mobile site. Q: What Gmail features are supported on mobile devices? A: Please refer to this [guide for using Gmail features on a mobile device]. Q: Can I access GoogleTalk on my iPhone/iPod Touch/iPad? A: Yes. Login to Gmail using Safari, and tap the Talk tab.

Alternatively, if you'd like to install an app to always stay connected with push notifications, we've tested a few. So far, these are our favorites:

• Vtok (free) – Supports video calls! • BeejiveIM for Gtalk (free) – Award winning user interface but no video support. • BeejiveIM with Push (paid) – Award winning user interface and supports most major IM

services (AIM, Facebook, GoogleTalk, MySpace, Yahoo!, Windows Messenger, etc.)

Google Talk

Q: Will we now have instant messaging? A: Yes, Google Talk has audio and video chat capabilities, too. Many Google Talk features are even available on a variety of mobile devices! Q: Can I access GoogleTalk on my iPhone/iPod Touch/iPad? A: Yes. Login to Gmail using Safari and tap the Talk tab.

Alternatively, if you'd like to install an App to always stay connected with push notifications, we've tested a few and so far. These are our favorites:

• Vtok (free) – Supports video calls! • BeejiveIM for Gtalk (free) – Award winning user interface but no video support. • BeejiveIM with Push (paid) – Award winning user interface and supports most major IM

services (AIM, Facebook, GoogleTalk, MySpace, Yahoo!, Windows Messenger, etc.)

Google Apps Online Resources

Guide to Going Google - University Edition http://edutraining.googleapps.com/ Google Apps Learning Center - Help for business users http://learn.googleapps.com/