So, you got your dream job of a technical writer, now you rule the world. But, wait a minute, you won’t get anywhere if you don’t communicate with this overworked and introverted SME. How to continue your job if they are not in the mood for cooperation or simply do not have time for you?
SME, that is Subject Matter Expert, provides the knowledge and expertise in a specific subject, business area, or technical area for a project or a program. Therefore, you need them to continue with your own work, as they make you familiar with the product you are creating manuals for.
Work on a relationship: treat SME as friendly as possible, express your interest in his hobbies, family, find some common topics to talk to other than work. Present yourself as the nicest person in the world. Invite for coffee, tea or cake.
Respect their time: always be prepared for the meeting, ask only relevant and necessary questions. Check if you can find the information you are looking in other resources. Set deadlines for meetings: suggest a date and ask if it is suitable for them. Give an idea of what you are going to talk about, so that SME will know how much time they should prepare for the meeting.
Communicate on their terms: learn what way of communication suits them best – email, phone conversation, via Teams / Zoom (or other app) or maybe in person. When you learn that, adjust your own routine to theirs.
Praise: most people love when you appreciate their work. If you consider their ideas to be great, tell them and and their supervisors.
Give something in return: offer some help with proofreading their report. Assure them that they can count on you with some tasks that won’t be difficult for you that would make a difference in your working relationship.
Finally, if all the above steps do not work, escalate. After all, you work for the same team and the SME’s lack of cooperation won’t make any good for the company.
Be direct, speak the specifics. But above all, create and maintain a long-lasting relationship not only at work but also a personal one. Paraphrasing biblical commandment: honor SME as yourself.