Make the Most of SME Interview Time!

Your time withsubject matter experts (SMEs) is limited because of their own responsibilitiesand deadlines. It is important to maximize your time with them so that you getthe answers you need, while remaining respectful of their limited time. In thisarticle, I offer ideas I have found useful for planning and doing effectiveinterviews with SMEs.

It’s all about preparation

Any meeting ordiscussion with an SME requires planning to make sure you ask the rightquestions, that your SME considers your questions, and that your SME providesyou with the right answers.

Remember, you may need to ask morethan one SME to get perspective on a topic. This is especially important whenlearners must understand guidelines for performance (rules, criteria, “rules ofthumb”) and how to apply them. Sometimes a focus group is the best way to getanswers around one topic or issue all at one time.

Execution

Here are somekey tips for getting the answers you need in online and face-to-face meetings.

Planning

• Consider the characteristics of the targetaudience—who are they, what do they already know? Consider each SME—on whataspects of the topic is he or she an expert?
• Ask questions that best suit your end goal.Meetings are best for asking targeted questions about:
  • The ideal future state of employee performance.
  • The skills required to perform a specific task orproject.
  • The nuanced information a learner needs tounderstand and apply ideas, steps, guidelines, and the “big picture.”
• Provide the SME with information inadvance of the meeting. This may include the goal of the project, a few starterquestions, information to validate, or a template to complete. For example, ifyou need information about an abstract concept, such as “customer serviceexcellence,” you can ask your SME to provide examples or non-examples of thatconcept.
• Group your questions logically.
• Don’t over-plan a meeting. Give theSME time to consider your questions and provide you with a comprehensiveresponse. Important information is often mentioned during a discussion.
• Bring along a big sketchpad that SMEscan use to draw a big-picture diagram.
• Bring along a tape recorder to getthe order of steps correctly and to capture all the information provided.

Asking

• For highly technical topics, remindSMEs not to assume that users or readers are familiar with the subject.
• If the SME gets off the subject,gently bring them back around to the topic at hand.
• If you are not getting the answeryou need, go back to your goals and then rephrase the question.
• A discrepancy between SMEs may mean:
  • Employees are not applying a guidelineconsistently. This may require communication throughout the organization aboutthe standard, rule, or guideline(s) before doing any training initiative.
  • SMEs have different perspectivesbased on their role in the organization. For example, a financial tool may beused for a slightly different outcome at corporate headquarters versus in thefield. You may need to tailor your information depending on your targetaudience.

Follow-up

• Review your notes from the meeting and organizethem using your end goal.
• Always clarify any answers that areambiguous or confusing. Ask, “Did you mean this?”
• Thank your SME for his or her time.This helps nurture an ongoing working relationship.

By using thesetips to plan, conduct, and follow-up on your meeting you can achieve yourproject goal in a timely and effective manner.

(Editor’s Note:If you are a member of The eLearning Guild, you can access additional tips forworking with SMEs in the handouts from Jennifer De Vries’ session 511 atLearning Solutions Conference & Expo 2013, “Getting the Content You Needfrom Your SMEs,” in the Conference Archive (requires log-in). This is one more example of theexcellent value of Guild membership and of the outstanding content offered atconferences hosted by The eLearning Guild!)