That's a good question. I go back to the same key words: transparency and culture
The fact is it shouldn't be a secret the way the board operates, the way board members are selected, the way decisions are made and if they're published. When everything is transparent, there are no assumptions, and I think people would feel more comfortable with the system.
With respect to the culture itself, people should not feel like they are in a court of law defending a criminal act that they may or may not have committed. They're there to testify about something that has affected their lives and their families. There needs to be a culture, an attitude from the board, of respect and dignity that people are not there to defend themselves, that they're there to tell the board that they served, they were injured, and therefore they should be eligible for some benefits.
It's transparency and culture. The more we know about the board, its membership, its process, the easier it's going to be for people to accept and trust the board. I think that's important.