“It takes many good deeds to build a good reputation and only one bad one to lose it” – Benjamin Franklin

As charities, we depend upon having a good reputation with our existing supporters and the wider public. Our organisations do not always recognise that, as Legacy Administrators, we deal with a wide array of professionals and lay-people on matters that are often sensitive; sometimes emotive and (all too often) contentious. As a result, we are often on the front line when it comes to protecting the charity’s reputation, so the way we handle those relationships can have a huge impact on our charity’s image and, consequently, on its income. 

We used to say that we should write every letter as if it was going to be read out in court before a High Court judge. Sadly, that is no longer enough. With the rapid growth in social media, and the development of an increasingly litigious society, we have to be just as concerned about the “Court of Public Opinion” as we are about the law courts. Individuals who we upset in any way (or who perceive themselves so) can now complain about us, abuse us or insult us to thousands of people within minutes.