Clients often ask us about our technical writing process, particularly how we prepare for interviewing subject matter experts (SMEs). In this article, we will explore our preparation strategies, offering insights for technical writers, project managers, and content strategists to enhance their documentation process by effectively leveraging SME expertise.

A high-quality technical writing service develops clear and comprehensive documentation that helps end-users understand and effectively use the software while supporting developers in maintaining and updating the codebase. Achieving this level of clarity and detail requires tapping into the deep expertise of those who know the software best—SMEs.

Subject matter experts possess intricate knowledge of the software’s functionality, design, and underlying technology. However, extracting this knowledge in a usable form requires more than just asking a few questions. It involves a strategic and well-planned interview process to ensure that the right information is gathered efficiently and accurately.

By the end of this article, you’ll have a clear understanding of the preparation steps necessary before conducting an interview with a subject matter expert.

1. Understand the Subject Matter Before Proceeding

Before you even schedule an interview with a subject matter expert, do your own homework a part of your technical writing process to develop a solid grasp of the topic you are writing about. This foundational understanding will not only help you ask more informed questions but also enable you to follow the SME’s explanations more effectively. Here are some key steps to ensure you understand the subject matter thoroughly:

Research the Topic

Start by conducting comprehensive research on the software or feature you need to document using various resources such as:

• Product Manuals and Existing Documentation: Review existing documentation related to the software. This could include user manuals, technical specifications, and previous version release notes.
• Online Resources: Look for articles, blogs, forums, and tutorials that discuss the software or similar technologies. Websites like Stack Overflow, GitHub, and technical blogs can be particularly useful.
• Internal Resources: If you have access to internal documentation, design documents, or project plans, review these to understand the software’s architecture and functionality.

Familiarize Yourself with Relevant Terminology

Software projects often come with a unique set of jargon and technical terms. Make a list of these terms and their definitions. Understanding this vocabulary will help you communicate more effectively with the SME and ensure you can follow their explanations without getting lost.

Identify Key Concepts and Features

Analyze the software to pinpoint its fundamental components and features. Identify the most critical aspects that need documentation. This will help you focus your questions on the most important areas and avoid wasting time on less relevant details during the interview.

Review User Feedback and Bug Reports

Go through user feedback, support tickets, and bug reports. These can provide insights into common issues and questions users have about the software. This information can help you understand what areas might need more detailed documentation and which features are most critical to users.

By thoroughly understanding the subject matter, you’ll be well-prepared to conduct a focused and productive interview with the SME. This preparation ensures that you can ask relevant questions, understand the answers, and gather the detailed information needed to create high-quality software documentation.

2. Define Objectives

As part of your technical writing process, define clear objectives before the interview is crucial to ensure that you gather all the necessary information efficiently and effectively. Setting objectives helps keep the interview focused and productive, preventing it from becoming a broad, unfocused conversation. Here are the steps to define your interview objectives:

Determine the Specific Information Needed

Identify the exact information you need to gather from the SME. Consider the following:

• Audience Needs: What information does your target audience require? Are you writing for end-users, developers, or another group? Tailor your objectives to the audience’s needs.
• Documentation Scope: Are you covering an entire software module, a specific feature, or a particular process? Define the boundaries of your documentation to avoid scope creep.
• Technical Depth: How detailed does the documentation need to be? Determine if you need a high-level overview or in-depth technical details.

Create a List of Questions and Topics

Develop a structured list of questions and topics you want to cover during the interview. Organize them with broad questions first and narrowing down to specific details as you go. Here are some examples of how to structure your list:

• General Overview: Begin with questions that provide a broad understanding of the software or feature.
  • “Can you give me an overview of the software/module/feature?”
  • “What are the primary functions and goals of this software?”
• Specific Features and Functionality: Delve into the details of individual features or processes.
  • “Can you explain how [feature] works?”
  • “What are the key use cases for this feature?”
• Technical Details: Gather detailed technical information that may be necessary for the documentation.
  • “What are the system requirements and dependencies for this software?”
  • “Are there any known limitations or common issues users should be aware of?”
• User Scenarios and Examples: Ask for real-world scenarios and examples that can help illustrate the functionality.
  • “Can you provide examples of how users typically interact with this feature?”
  • “Do you have any case studies or user stories related to this software?”

Identify the most critical topics that need to be addressed. This ensures that if time runs short, the most important information is covered first. If you have a lot of questions, consider using a ranking system or categorizing questions by importance.

Identify Potential Gaps and Challenges

Anticipate potential gaps or challenging areas in the information you currently have. Formulate questions to address these for example:

• “Are there any aspects of this feature that are particularly complex or challenging for users?”
• “What are the most common questions or issues reported by users regarding this software?”

Be prepared to ask follow-up questions based on the SME’s responses. Flexibility is key; while you should have a structured list, be ready to adapt and explore unexpected but relevant topics that arise during the conversation.

By defining clear objectives, you set the stage for a focused and effective interview. This preparation ensures that you have set up your technical writing process to cover all necessary topics comprehensively, gather high-quality information, and make the best use of the SME’s time.

In the next section, we’ll discuss how to choose the right SME to ensure you get the most accurate and relevant information.

3. Choose the Right SME

Selecting the appropriate subject matter expert (SME) is a critical step in the interview process. The right SME can provide accurate, detailed, and relevant information that will enhance the quality of your software documentation. Here are some guidelines to help you choose the best SME for your needs:

Identify the Relevant Expertise

Start by identifying the specific expertise required for the documentation. Different SMEs might have varied areas of specialization, so it’s important to match their knowledge with your needs. Consider:

• Technical Expertise: Ensure the SME has a deep understanding of the software’s technical aspects, including architecture, functionality, and integration points.
• Domain Knowledge: Look for an SME who understands the broader context and application of the software within its industry or user base.
• Experience Level: Choose an SME with sufficient experience, ideally someone who has been involved in the development, implementation, or support of the software.

Consult with Project Managers and Team Leads

Project managers and team leads often have a good understanding of their team’s expertise and can recommend the most suitable SME. Discuss your documentation needs with them to get their input on who would be the best fit for the interview.

The SME’s availability and willingness to participate are crucial factors. Ensure that the chosen SME has the time to dedicate to the interview and is willing to share their knowledge. Consider:

• Scheduling: Coordinate with the SME to find a convenient time for the interview. Be mindful of their schedule and offer flexibility.
• Interest: Gauge the SME’s enthusiasm for participating. An SME who is genuinely interested in contributing to the documentation process will likely provide more valuable insights.

Consider Communication Skills and Expertise

An SME’s ability to communicate complex technical information in a clear and understandable manner is essential. While technical expertise is critical, effective communication ensures that the knowledge can be accurately captured and documented. Look for:

• Clarity: Choose an SME who can explain technical concepts clearly and concisely.
• Patience: Select someone who is patient and willing to elaborate on complex topics or repeat information if needed.

If possible, verify your choice of SME with multiple sources to ensure you’ve selected the most knowledgeable and appropriate person. Seek recommendations from colleagues, team members, or other SMEs to confirm your selection.

In some cases, the most knowledgeable SME might not be the most accessible. Strive for a balance between expertise and accessibility. If the top expert is unavailable, consider someone with slightly less expertise but who is more available and willing to help.

By carefully selecting the right SME, you ensure that your interview will yield high-quality, detailed information that will significantly enhance your software documentation. The next step is to organize the logistics of the interview, which we will cover in the following section.

4. Logistics

Organizing the logistics for your SME interview is a crucial step to ensure the technical writing process goes smoothly and efficiently. Proper planning will help you make the most of the SME’s time and gather the information you need without any hiccups. Here are the key logistical considerations:

Schedule the Interview

• Find a Good Time: Coordinate with the SME to find a time that works for both of you. Be mindful of their work schedule and try to accommodate any time constraints they may have.
• Send Calendar Invites: Once a time is agreed upon, send a calendar invite with all the details. Include the date, time, and duration of the interview, as well as any preparation materials.

Choose the Right Format

• In-Person Interviews: If possible and practical, consider conducting the interview in person. This can facilitate better communication and allow for a more dynamic exchange of information.
• Virtual Interviews: For remote SMEs or convenience, virtual interviews via video call platforms like Zoom, Microsoft Teams, or Google Meet are effective. Ensure that both parties are comfortable with the chosen platform.
• Phone Calls: For SMEs who prefer audio-only communication, a phone call can be a viable option, though it may limit the ability to share visual aids.

Prepare the Interview Environment

• Quiet and Comfortable Space: Choose a quiet, distraction-free environment for the interview. Ensure the SME is also in a suitable location where they can focus and speak freely.
• Technical Setup: Check all technical equipment before the interview. This includes testing your internet connection, audio and video settings, and ensuring any recording devices or software are functioning properly.

Provide Preparation Materials

• Brief the SME: Send a brief overview of what the interview will cover. Include a list of main topics and any specific questions you plan to ask. This allows the SME to prepare and think about the information in advance.
• Share Documents: If there are any relevant documents, diagrams, or existing documentation, share these with the SME beforehand. This helps them understand the context and focus their responses.

Recording the Interview

• First, Get Permission: If you plan to record the interview, always ask for the SME’s permission beforehand. Explain that the recording will help you capture their insights accurately.
• Choose a Reliable Method: Use reliable recording tools, whether it’s a dedicated audio recorder, a feature within your video conferencing software, or a mobile app. Test the recording setup before the interview to ensure it works properly.

Time Management

• Set a Clear Duration: Agree on the duration of the interview and stick to it. Respect the SME’s time by keeping the conversation within the agreed timeframe.
• Prioritize Key Topics: Start with the most important topics to ensure they are covered, even if time runs short. Have a plan for follow-up questions if needed.

Plan for Follow-Up

• Schedule Additional Sessions: If the interview cannot cover all necessary topics in one session, plan for follow-up interviews. Coordinate these follow-ups well in advance to accommodate the SME’s schedule.
• Provide Summaries: After the interview, send a summary of key points to the SME for their review and confirmation. This helps ensure accuracy and provides an opportunity for them to add any additional information.

Download Summary of SME Interview Prep

Here’s a cheatsheet you can refer to in you technical writing process.

Getting Assistance with Your Project

For more insights and professional assistance with your technical writing needs, discover how StoryAZ Studio can help elevate your documentation. Contact us to learn more about our technical writing services and how we can support your projects.