Technical writers must work closely with engineers, software developers, project managers, and other writers to create documents that are clear, concise, and above all: accurate. Subject matter experts, or SMEs ("smees") are the developers creating the products you write about, and they're a primary source of technical information.
But your SME does not have the same priorities as you do. When your deadlines loom, the SME's job is fixing bugs. Given the choice between functional and well-documented, the SME picks function, every time. It's up to you to make the process as painless as possible.
Before the Technical Interview
The technical interview should be the "business meeting" equivalent of a Special Forces operation in Afghanistan. Get in, hit the target, get out. It's a tactical strike, designed to mine your source for information and send them back to work.
- Agree on a time and place, and tell your SME in advance how long it will take, no more than 20-30 minutes. They need to get back to work, and you need to process the information before your eyes gloss over.
- Do your homework. Know the product and jargon as well as you can in advance. The SMEs job is not to teach you something you could have learned on your own or through the website.
- Plan to cover only 1-2 items in depth. Write out questions for each issue.
- Plan 5 different ways to ask the same question. To the SME, this entire interview counts as "asked once." If you ask a question here, and then call them tomorrow with a related question, they think you've asked twice. Pretty soon, they're going to think that you "just don't get it."
- Physically prep the interview. Bring print-outs of software screens or photos and 2 sets of pens and paper. If you're reviewing a piece of hardware, bring your camera and tripod so you don't have to go back to your desk.
Face-to-Face with Developers
The SME has gone to school and worked very hard to become the smartest person in the room, and your interview should give him or her the chance to demonstrate that and feel great about doing so.
- Do not be late to the interview. Be on time or early and have your materials set up in advance.
- Do not berate your SME for being late.
- Ask your questions, and help your SME focus on the answers.Make sure you get answers to the questions you asked.
- Record audio or video if your SME is comfortable with it or you have a company culture that requires it. Otherwise: write notes.
- Give your SME at least one very open-ended question. "Tell me why this is a great feature" is a good question to ask, especially if your SME is excited about the technology (they usually are).
- Thank the SME for their time and information, and establish a good time to call or email with follow-up questions.
After the Interview
When the interview is over, write up your notes into a meeting report to include with your status report, or to store in the company’s archives.
If you have follow-up questions about the 1-2 issues you wanted to cover in the interview, call during the pre-established time and ask them.
Send a thank you note to your SME to show your appreciation for their time. Remember that these important people have a unique role in your work. They will respond well to genuine interest in their passion, and will reward your interest with the currency they know you value most: information.
