Technical Writers and Subject Matter Experts — 4 Steps to Successful Collaboration

“Yes, we can.” —Remember the Other’s Story

Subject Matter Experts (SMEs) are crucial in any technical writer’s life: They are the ones to go to for technical detail. They will explain and make clear — at least, in theory. In practice you hear technical writers complain at times about the issues arising in finding time for interviews — or reviews. Here are my 4 steps for technical writers to ‘Shangri-la’ for all concerned.

1. Remember That Everybody’s Time is Valuable
   I’m sure you know that, really. But in the ‘heat of the battle’ I have observed that we all tend to forget that we are no the only ones on a deadline. Show or actually give voice to your respect of the time SMEs spend with you, explaining and checking facts. (s.a. №4).
2. We All Need Appreciation for Our Work — SMEs Just as Much
   It may seem ‘a matter of course’ — but I’ve noticed that in every day life, that ‘heat of the battle’ I just mentioned makes us forget that too: All our tasks have to be finished, we usually report to someone about results. Make sure that your SMEs know that you appreciate their work.
3. Respect Concerns Regarding Accuracy —Responsibility is Involved
   One central aspect of technical writing is writing clearly and even in simple language, also sometimes called ‘Simplified Technical English’, one definition of that kind of writing. SMEs may feel wary of that type of wording. This is not a suspicion cast on our abilities as a technical writer.
   It is the very real concern of responsibility, of being actionable for damages caused, in a worst case scenario, that drives this real concern. Make sure you keep that in mind when you ‘fight’ for your wording. And try another day perhaps, gently advancing understanding rather than forcing it. Again, it’s not about doubting your skills.
4. Check (and Change) the Local Customs in Regard to Effort
   A rather important aspect I’ve come to realize in the course of time: Still very often it is a fact that in the company or organization you work for it’s understood you should talk to SMEs. You should at one point finish your documentation.
   But the job description of SMEs does usually not contain any paragraph or clause stating they are supposed to spend such and such an amount of time on supporting technical documentation.
   It’s not their fault either. Everyone’s awareness is just lacking the concept of time in terms of ‘effort needed’: Time we need to talk and ask — time we need to get reviews.
   Try to clearly and kindly support that ‘dawn of realization’: Allotting time to SMEs for those tasks is crucial, in accordance with their manager/team lead.
   In the long run they will benefit too, by actually feeling more relaxed while working with you, thus making good results even more probable.

Perhaps the most important learning I like to share too, is this:

At the heart of overcoming obstacles on the way to a better collaboration and understanding are patience —and perseverance.