Tips for Tech Writers Interviewing Engineers
Building a Strong Relationship with Developers
Jul 9, 2008
When you work with experts, whether they're engineers, software developers, or scientists, you may find yourself conducting formal interviews to gain their expert knowledge. But the relationship doesn't stop there. Just as you may need to spend a little time building other professional friendships, you can build a strong relationship with your SMEs.
Build Trust with Developers
Trust is the core of any good relationship, whether a friendship, business relationship, or a marriage. As any parent knows, trust and respect are earned through your actions and keeping your word.
It seems like a no-brainer, but for many people, following through with a promise isn't always easy. Obstacles seem to put themselves in your way-- you meant to call the developer in India, but you never quite got the hang of time zones. Or you promised to take a look at your boss's company memo, but your user guide deadline got in the way.
In all ways, you must come through for your SMEs. If you offer to take minutes at the meeting and send them around, make sure they're in everyone's inbox before the end of the day.
Reliability also means you're at your desk at the same time every day, available by phone any time someone calls, and that you become... predictable. If that's not your style, at least make sure you are as available as possible via phone, email, and IM.
Conduct Informal Interviews
Informal interviews are what I like to think of as "drop-ins." They're unscheduled, unplanned, and may take place in the most unusual places. They're perceived as more organic and less stressful by your SMEs, but they are still interruptions to their workflow. Be alert to this, and use them wisely. Don't abuse your informal interviews to the point where your SMEs might think you're a pest.
An informal interview is part of your overall relationship with your SMEs, and building that relationship is key to your success as a technical communicator.
- Move your desk. If your desk isn't next to your SMEs, then you need to put in for a move. You need your desk to be near the people who are talking about the technology. Not only can you practice the fine art of eavesdropping, but you can also meet in the cubicle aisle to ask a quick question. This one may have the unintended consequence of reducing "face time" with your boss. Just remember that results are more important.
- Meet over coffee. If you have one particular engineer whose work is crucial to your success, find out their beverage of choice, and bring one to them, every Tuesday morning, without fail. They'll soon look forward to seeing you, and you can use the five minutes to ask them about the work ahead for the week.
- Feed them. Taking SMEs out to lunch is a useful way to get them to open up, but at lunch or later, at the office. If necessary, ask for a small "SME morale" budget to cover it.
- Bribe them. Not much different from feeding them, but bringing in a plate of cookies is a well-known tech writer bribe.
- Help with informal assignments. Eventually, your SMEs will ask you to proofread something not specific to your job. It might be a report for work, or it might be a poem they wrote for night school. If it takes less than 20 minutes to look it over (or if it's work related), do them the favor of reading it and giving them your most favorable critical eye.
- Celebrate their personal accomplishments. When your SME has been disappearing every day at 2 and coming back sweaty and carrying a pair of running shoes, ask when the marathon is. Attend graduation ceremonies for SMEs receiving their MS degrees. Celebrate big milestones and accomplishments with your SMEs; they will appreciate that you genuinely care.
If you develop a strong informal relationship with your experts, it will help in your professional relationship, getting information, and creating a long-term network you can rely on.
