The Proper Care and Feeding of a SME

I’ve spent several years training on technical subjects and designing technical content. On some of the projects, I’ve performed the role of Instructional Designer and asked the questions. On other projects, I’ve been the Subject Matter Expert (SME). Here are a few random thoughts on the “Proper care and feeding of a SME.” Enjoy!

As an instructional designer, the first thing you must understand about SMEs is that we are not all created the same. We could be a systems engineer, a software programmer, the person who loads trucks at the shipping dock, a customer service rep, or someone who answers a technical support line. We come in all shapes and sizes but we do have two things in common: (1) We have experience with the product/services that you are documenting and want to learn more about, and (2) We have other things to do beyond just talking to you.

Before scheduling a SME interview, make sure you know why you’re meeting with us in the first place. For example, do you want to talk to us about how to archive email on an Exchange Server? If so, the level of detail we need to discuss will be high. On the other hand, maybe you just want to get our input on the training needs of new employees. The important thing here is to make sure you know why we’re having the interview in the first place. Once you know the purpose of the interview, it’s time to prepare for it. Remember, SMEs have other things to do beyond just talking with you.

Before meeting with us, prepare. Read existing company documentation, training materials, Google for resources, and maybe read a Blog or two. This will help you develop better questions. Starting the interview with, “Can you explain what Exchange is?” may not be the best approach if we’re meeting to document how to archive email. It tells us SMEs that you’re not respecting our time; therefore, we may not be so giving of it the next time you come around.

During the interview, make sure you actively listen to what we have to say. While we’re answering your questions, make a conscious effort to hear not only our words but also the message behind them. This doesn’t mean that we should control the interview, that is your job.

If you’re not familiar with active listening, click here for a short article that provides a definition and includes tips on how to become an active listener. SMEs love active listeners!

When the interview is over, thank us! It makes us feel like the time we spent together was valued. It also encourages us to work with you again in the future.

Signed,

SME