We are frequently asked to set up distribution groups (a single email address that create copies of each incoming message in inboxes for multiple people), or shared inboxes (a single mailbox shared by multiple people). In most situations, we recommend using a shared mailbox that everybody checks (as opposed to "spamming" a copy to multiple people).
The more people that are on a list, the more time that can be wasted in coordinating exactly WHO is going to reply or otherwise deal with a message. Also, it's easy for each person to assume that "somebody else" is dealing with it.
Here are some pros and cons of each:
Shared Mailboxes | Distribution Groups |
| One copy of each message, accessed by multiple people in a special mailbox separate from their primary inbox. | Multiple copies of each message, one in each person's inbox |
| As each message is handled, the user can move a message to a different folder or delete it so nobody else has to deal with it. | Recipients need to coordinate who responds to each one to make sure that exactly one person (not 0, not 2+) responds. |
| Each user that accesses the shared mailbox must have their own MS365 inbox (in the company domain) | Works with external email addresses if you wish |
| Messages can be sent from the shared mailbox, and replies will come back to the shared mailbox | Messages all originate directly from a user |
| Google Workspace - cannot be accessed from mobile | |
| Free in MS 365, Google Workspace charges normal user license | Free in MS 365 and Google Workspace |
Example Use Cases:
Shared Mailboxes | Distribution Groups |
| Access to former employee mailboxes | List of outside board members that all need to receive meeting minutes/notices |
| Generic emails (e.g. info@, sales@, support@) | |
| Group eFaxes / voicemails |