Post on 29-Nov-2014
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Working withSubject-Matter Experts
February 2013
Larry Kunz
lkunz@sdicorp.com
About Me
• More than 30 years in Tech Comm– Software documentation– Marketing– Project management– Consulting
• Fellow, Society for Technical Communication (STC)
What We’ll Cover Today
• Who are SMEs?• What do SMEs do for me?• How can I work most
effectively with SMEs?
MorgueFile: earl53
Who are SMEs?
• Their role• Typical characteristics• The nature of their work• What their work environment is like
What SMEs Do for Us
• You need knowledge• Your SME has knowledge
• Your SME’s knowledgemight not be user-centered
• Your SME won’t always communicate well
Working Effectively with SMEs
• Building a working relationship• Preparing for your meeting (interview)• What to do during the interview• What to do after the interview• Conducting effective reviews
Building a Working Relationship
• Help the SME understand you• Know both of your roles• Set ground rules so that expectations
are aligned
Preparing
• Know the subject–Talk with your colleagues–Read up–Get whatever information you can
ahead of time–Show that you care
Preparing
• Know what you need• Know who is the right SME is
He or she is the one who:–Knows the subject well–Explains things well–Has the right amount of authority
• Food never hurts
The Interview
• Be on time• Get to the point
– Don’t waste time– But let the SME set the pace
• Be interested• Ask questions to clarify
– “What if” – from a user’s point of view– Validate your assumptions
Working cross-culturally
• When meeting with your SME:– Err on the side of formality– Speak slowly and clearly
• Also consider:– Time– Personal/business life– Holidays– Loyalty
After the Interview
• Thank the SME for his or her time• Identify other SMEs for additional
information• Agree on how to handle follow-up
questions• Mention the next step
Conducting Reviews
Common problems:• SMEs say they’re too busy• SMEs are hard to reach• SMEs comment on the wrong things• SMEs’ comments aren’t helpful
Where did you get this? Does it really work this way?No!
???
Conducting Reviews
Help SMEs by:• Stating clearly what they need to review• Scheduling online reviews • Changing the culture
Try holding reviews that are:• More focused• More frequent• Less formal
Summary
To work effectively with SMEs:• Prepare, prepare, prepare• Respect them as professionals…
…and as people• Know what you require• Always make expectations clear
Some Final Thoughts
• Never give the SME a reason to think that:– Your work is insignificant– You are insignificant
• You might be the only person who has the whole story