In both UX writing and Technical Writing, you will need to conduct interviews with people who devote their time to a specific system or application. We call them subject matter experts or SMEs.
A short, scheduled meeting is the most effective way to obtain valuable information from SMEs. Preparation is critical to effective meetings.
Interview Preparation
Preparing the SME
Before the meeting, make sure you establish
- Target Audience
- Problem to Solve
- Needed Format
The better you know what you need, the easier it will be to ask for it from the SMEs. Once you have determined what you need, send questions or an agenda to the SME to give them time to prepare their thoughts and gather reference material.
Conducting the Interview
During the meeting, you should start by thanking the SME for meeting with you. Ask if you can record the meeting. Then, review the purpose of your project and the purpose of the meeting.
Starting from Scratch
If you are starting a document from scratch, begin by taking extensive notes. Ask questions to get general information before you ask specific questions. Ask clarifying questions whenever needed. Making sure you have accurate information from the start will make creating the document much smoother.
Revising and Templates
If you are starting a document from a template or former document, make sure the SME can clearly read the document you are following. It is also a good practice to send the template or former document to the SME beforehand to give them time to read and think over the document before you meet.
Addressing Challenges
If the SME is getting off-topic, use a question to redirect the meeting back to your article. If the SME is giving you very short answers, repeat back what you think they said. Go to Conducting an Interview as a Technical Writer for more information on dealing with difficult interactions.
Concluding an Interview
When you have the information you need, thank them for their time and input. Let them know how the information they gave you will be helpful to your project and its purpose. Set the expectation that you will follow up with questions as needed, and let them know they can send you any additional comments or resources as well.