Writing a Document
A common technical writing question is how to interview subject matter experts (SMEs) when the writer knows little to nothing about the product.
Interviewing SMEs is the not beginning of the documentation process.
While the foundation might be little to no knowledge, experienced tech writers accept that there is no way to write helpful documentation without learning about the product. Experienced tech writers enjoy learning and enjoy teaching through writing. Experienced tech writers roll up the proverbial shirt sleeves and start digging.
While scheduling interviews often is a challenge, interviews should not be needed early in the documentation process.
Initial conversations with SMEs should not focus on details. Requesting information from SMEs should be broad in scope. The first conversations should be general. The goal is to write outlines.
Request information such as block diagrams, flow charts, and design specs. Such documents explain much about the product. Researching those documents does not require an SME. This early stage of documentation is for learning. This stage is where the tech writer moves from knowing little to nothing to understanding the product.
Then comes the SME interviews.
A common perception is most SMEs are not easy to engage or work with. I have not found that to be true. Most are willing and eager to help. The key is not wasting the SME’s time. Not wasting the SME’s time means learning about the product. Not wasting time means being prepared.
Limit interview sessions. Limit questions to single points. Do not overload the SME with a litany of questions.
When interviewing SMEs the focus is what the user needs to know. Do not focus on esoteric details.
Posted: Category: Usability Tagged: Tech Writing
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