Interviewing subject matter experts (SMEs) is one of the most common and useful methods for obtaining the information needed to create quality documents. Successful SME interviews require careful research and preparation in advance.
During the interview, good listening skills, critical analysis, and the ability to maintain control of the range and depth of the interview with appropriate tact are crucial to successful outcomes.
After the interview, give prompt attention to notes and any required follow-through. When working with hostile SMEs or those with poor communication skills, emphasize the strengths of the relationship and develop strategies to work around any weaknesses.
INTRODUCTION
Perhaps the most universal and basic method for a technical communicator to gather information is a face-to- face interview with a subject matter expert (SME). SMEs may be engineers, developers, programmers, operators, clerks, or customer support personnel. They are the people who have experience with and knowledge of a particular system, application, product, process, or task that you need to learn about.
There is a wide variety of factors that can affect SME interviews. In most cases, the SME has a job to do beyond taking time out of his or her busy day to talk with you. It is therefore critical to get the right information and optimize your interview time. (This is particularly crucial if you work on smaller projects or if you are an off-site consultant; in these cases your contact with your SME may be restricted even further.) This article explains some of the interview techniques that I have used over the years as a technical writer and communicator. It includes steps you can take before, during, and after the interview to maximize its effectiveness, as well as some tips for handling problematic SME interviews and relationships. The majority of these techniques will apply whether you are a freelancer, a consultant, or a captive writer.
BEFORE THE INTERVIEW
Even before the interviewing begins, there are things that you can do to build a good foundation for a productive interview experience.
Define your objectives.
Research the subject matter.
Assemble your interview “toolkit.”
Be on time for the interview.
DURING THE INTERVIEW
Often, the face-to-face interview affords you the best opportunity to get content information for your documentation project. (In some cases, the interview may be the only opportunity you will have.) It is
important to manage the interview flow so that you will have the time to cover the questions you need to get answered.
Use active listening skills.
Ask open-ended questions.
(Politely) control the interview.
Paraphrase information and repeat it back to the SME.
Use critical thinking skills to identify gaps in the information.
Be accurate.
Organize your materials.
Do not make any promises to the SME that you are not authorized to make.
CLOSING THE INTERVIEW
At the end of the interview, there are still a few things you can do to reinforce success. Ideally, at this point you and the SME have established a good working relationship and you feel pretty good about the information you got during the interview.
Thank the SME for their time.
Ask for permission to follow up.
AFTER THE INTERVIEW
The following techniques mostly deal with follow-through, and it goes without saying that follow-through is critical in technical writing.
Review your notes while the interview is fresh.
Schedule follow-up as necessary.
CONCLUSION
A successful SME interview is achievable through preparation and forethought, organization, and proper management of the interview process.