Technical Writing Process: Preparing for an Interview with the SME

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.

1. Understand the Subject Matter Before Proceeding

Before you even schedule an interview with a subject matter expert, do your own homework as 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:

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, helping you understand which areas need more detailed documentation.

2. Define Objectives

Defining 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. 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:

• Audience Needs: What information does your target audience require? Are you writing for end-users, developers, or another group?
• Documentation Scope: Are you covering an entire software module, a specific feature, or a particular process?
• Technical Depth: How detailed does the documentation need to be?

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:

• General Overview: “Can you give me an overview of the software/module/feature?” and “What are the primary functions and goals of this software?”
• Specific Features and Functionality: “Can you explain how [feature] works?” and “What are the key use cases for this feature?”
• Technical Details: “What are the system requirements and dependencies for this software?” and “Are there any known limitations or common issues users should be aware of?”
• User Scenarios and Examples: “Can you provide examples of how users typically interact with this feature?”

Identify Potential Gaps and Challenges

Anticipate potential gaps or challenging areas in the information you currently have. Formulate questions to address these, such as “Are there any aspects of this feature that are particularly complex or challenging for users?” Be prepared to ask follow-up questions based on the SME’s responses.

3. Choose the Right SME

Selecting the appropriate subject matter expert 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.

Identify the Relevant Expertise

Start by identifying the specific expertise required for the documentation:

• 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.

Also consider the SME’s availability, willingness to participate, and communication skills. An SME’s ability to communicate complex technical information clearly and patiently is essential. In some cases, the most knowledgeable SME might not be the most accessible; strive for a balance between expertise and availability.

4. Logistics

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

• Schedule the Interview: Coordinate with the SME to find a time that works for both of you. Send a calendar invite with all the details including date, time, duration, and any preparation materials.
• Choose the Right Format: In-person interviews facilitate better communication and allow for a more dynamic exchange of information. For remote SMEs, virtual interviews via Zoom, Microsoft Teams, or Google Meet are effective. Phone calls are also an option for SMEs who prefer audio-only communication.
• Prepare the Interview Environment: Choose a quiet, distraction-free environment. Check all technical equipment before the interview, including internet connection, audio and video settings, and recording devices.
• Provide Preparation Materials: Send a brief overview of what the interview will cover, including a list of main topics and any specific questions you plan to ask. Share any relevant documents, diagrams, or existing documentation with the SME beforehand.
• Recording the Interview: If you plan to record the interview, always ask for the SME’s permission beforehand. Use reliable recording tools and test the setup before the interview.
• Time Management: Agree on the duration of the interview and stick to it. Start with the most important topics to ensure they are covered, even if time runs short.
• Plan for Follow-Up: If the interview cannot cover all necessary topics in one session, plan for follow-up interviews. After the interview, send a summary of key points to the SME for their review and confirmation.

Download Summary of SME Interview Prep

Here’s a cheatsheet you can refer to in your technical writing process. Download the PDF here.

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.