Gathering Information from the Subject Matter Experts (SMEs)

Information gathering is an important process in writing technical documentation, or any other form of content. Information can be obtained from the writer’s previous knowledge of the subject, documentation, or online research. An SME is the most important source for gathering information. Though his input is subjective, it could be the most important source of information. This is where experience, reading, and research as a writer play an important role for you to get information.

Information Gathering is the process of assembling data or input from direct or indirect sources. For the purpose of understanding or explaining an idea, a subject, or an application.

The Process of Information Gathering

Before gathering information, a technical writer should:

• Identify User — Who is this content for? Who is your audience? Answering this question would help you categorize and label the information gathered. With each subheading containing different information.
• Determine User Needs — What particular need is the content going to satisfy? The best way to answer this question is to identify the top three and determine the focused need.
• Prioritize User Needs — You prioritize user needs by choosing how your content is structured, the language of choice, etc.

If a technical writer follows this process, it would help to create an effective information architecture (IA) and workflow. Information architecture helps a technical writer to structure content effectively and sustainably. It also helps the writer know the area where his knowledge is lacking, this is where a subject matter expert’s input is appreciated. The technical writer can ask questions for clarification purposes. This way, they will be able to get the necessary information.

Before speaking with a Subject Matter Expert

A Subject Matter Expert becomes the first source of information if a technical writer has no idea about the subject or application. To know more about a subject, process, or application, a technical writer should gather information through:

• Documentation review — This is the first step to understanding a new concept. Read existing documentation to collect information on product features and use cases.
• Domain knowledge — Gain understanding and proficiency in the subject by getting hands-on experience. This will help a technical writer understand the process of how an application works, the procedures, and terminologies. Further, expanding their technical perception. Observation data — Demos are a good way to observe how a product or application functions. It is also a great way to analyze the user interface and user experience. It provides accurate information to cross-reference with the documentation review.

To conclude, the best way to get the information is by knowing the product and the users through documentation review, domain knowledge, and observation.

How to interview the SME

To gain more insights into the product, you must be prepared for the following:

• Questionnaires/Checklists — This is used when you want to collect information passively. Or, if the SME is always busy, you can send in your questions.
• Personal interviews — Interviews can be formal or informal. Information is collected actively as there is room for follow-up questions.

Coming to an expert with existing knowledge would earn you respect and give you the confidence to ask better questions that can help the user. The process of getting information from a subject matter expert goes from reading reference documents to gaining domain knowledge, practicing product demos, listing use cases, and preparing questionnaires.

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