Conducting a successful interview with a subject matter expert (SME) is a critical step in the technical writing process. It’s where the in-depth knowledge needed to create accurate and effective documentation is gathered. However, the success of this interview hinges not just on the questions you ask, but on how you conduct the conversation itself. In this article we’ll share some technical writing tips we use in our projects.
The goal of an SME interview is to extract complex, often highly technical information, and translate it into clear, user-friendly documentation. To do this effectively, you need more than just a list of questions—you need to build rapport, use skill in the way you ask the right questions, and listen actively to capture the nuances of what’s being shared.
Whether you’re seasoned at delivering technical writing services or new to the process, these techniques will help you engage your SME, extract the detailed information you need, and ensure that your documentation is as accurate and comprehensive as possible.
Establishing Rapport
Building a strong rapport with your subject matter expert might seem like a simple step, but it’s actually the cornerstone of a successful interview. When you create a positive and comfortable connection right from the start, it sets the stage for an open conversation where the SME feels valued and at ease. Here’s how you can establish rapport effectively:
- The Crucial Introduction: Begin by briefly introducing yourself, your role, and the purpose of the interview. Make sure the SME understands how their expertise will contribute to the project and why their input is so important. Expressing appreciation for their time and willingness to participate can go a long way in setting a positive tone. Starting with some light conversation can help ease into the interview—ask how their day is going, chat about a recent project they’ve worked on, or find a shared interest to discuss.
- Explain the Interview Process and Respect Time Constraints: Be transparent about how the interview will proceed. Let the SME know the topics you’ll cover, how long the interview will take, and whether you’ll be recording the session (always ask for their permission first). This transparency builds trust and sets clear expectations. Emphasize that this is meant to be a collaborative conversation—encourage them to ask questions, share their thoughts freely, and elaborate on any points they think are important. While building rapport is important, it’s also crucial to respect the SME’s time and keep the conversation on track.
Questioning Techniques
Asking the right questions is a crucial part of any interview with a subject matter expert. The quality of your questions can determine how effectively you gather the detailed, accurate information needed to create high-quality documentation. Here’s how to ask questions that lead to the insights you’re looking for:
- Use Open-Ended Questions and Create a Flow: Start with open-ended questions to encourage the SME to provide more in-depth answers. For example, instead of asking, “Does the software support X feature?” try, “Can you explain how the software supports X feature?” Organize your questions so they follow a logical sequence, starting with broad topics and gradually moving to more specific details.
- Probe for Clarity and Depth: Don’t be afraid to ask follow-up questions when the SME provides an answer. Ask them to walk you through a process step by step, or request examples or scenarios that illustrate how a feature works. Direct questions like, “What are the system requirements for this feature?” or “Which API endpoints are used to access this data?” can help you gather precise information.
- Use Reflective Techniques and Be Flexible: After the SME responds, paraphrase their answer and reflect it back to them. For example, “So, if I understand correctly, the data validation happens before the data is sent to the server?” This technique helps confirm that you’ve captured their meaning accurately. While having a structured list of questions is important, be flexible enough to adapt based on the SME’s responses.
Lastly, ensure that your questions are neutral and don’t suggest a specific answer. Instead of asking, “Isn’t this feature difficult to use?” opt for “How do users typically interact with this feature?” This approach ensures the SME’s answers are unbiased and based on their true expertise.
Active Listening
Active listening is one of the most important technical writing tips when conducting an interview with a subject matter expert. It’s not just about hearing what the SME says—it’s about truly engaging with their responses, picking up on the nuances, and making sure you understand everything correctly. Here’s how you can practice active listening effectively:
- Eliminate Distractions: Turn off notifications, close any unrelated tabs, and focus entirely on the conversation. This shows the SME that their input is valued and that you’re fully present. If you’re conducting the interview in person or via video call, maintaining eye contact is crucial.
- Capture Nuance: Pay close attention to the key points and main ideas they’re conveying. Notice how they emphasize certain words or phrases; changes in tone, speed, or volume can indicate what they consider most important.
- Reflect: Paraphrase their points to ensure you’ve got it right, and give them a chance to clarify or expand on their thoughts. For example, “So, what you’re saying is that the data validation process is crucial for preventing errors before they reach the server, correct?”
- Clarify: If anything is unclear, don’t hesitate to ask for clarification. Questions like, “Could you explain that in more detail?” or “Can you provide an example?” help ensure you’re fully grasping the SME’s points.
- Take Notes: Jot down notes that capture the essence of what the SME is saying. Focus on key points, specific terminology, and examples that could be useful later on.
- Engage: Show that you’re engaged by acknowledging the SME’s responses with verbal affirmations like “I see,” “That makes sense,” or “Thank you for explaining that.”
- Don’t Interrupt: Make sure to let the SME finish their thoughts without interrupting. Interruptions can disrupt their train of thought and may lead to missed information.
- Summarize: Periodically summarize the key points discussed. Before moving on to a new topic, take a moment to confirm any critical information.
Documentation During the Interview
When interviewing a subject matter expert, taking detailed and organized notes is one of the top technical writing tips you can follow. Accurate note-taking ensures you capture all the critical information that will form the basis of your documentation.
- Choose the Right Method: Using a laptop or tablet allows you to type quickly and organize your thoughts efficiently. Tools like Microsoft OneNote, Evernote, or Google Docs can be especially helpful. If you prefer handwriting, use a structured approach—a notebook with sections or different colors for key points can keep your notes organized.
- Record the Interview (With Permission): If the SME agrees, recording the interview can be incredibly useful. It allows you to revisit the conversation and catch details you might have missed. Consider using transcription tools or services that convert the audio into text.
- Capture Exact Terminology and Phrases: Pay special attention to the exact technical terms, jargon, and specific phrases the SME uses. If the SME provides a particularly clear or concise explanation, consider noting it down as a direct quote. Mark anything unclear for follow-up either during the interview or afterward via email.
- Stay Engaged While Taking Notes: Don’t get so focused on writing that you miss key points or fail to engage with the SME. Developing a system of shortcuts, abbreviations, or symbols can help you capture information quickly. Right after the interview, review your notes while the conversation is still fresh in your mind.
Next Steps for Your Technical Writing Project
Conducting a successful interview with a subject matter expert is a vital step in the technical writing process. By establishing rapport, asking effective questions, actively listening, and documenting the conversation thoroughly, you can extract the detailed and accurate information needed to create high-quality software documentation.
If you need assistance with your technical writing project, or if you’re looking to elevate your documentation to the next level, learn more about our technical writing services. Our team of experienced writers is here to help you create clear, concise, and effective documentation that meets your needs.
