How many times has it happened with you that when you approach an SME, that they feel that as a training project member, you are more an overhead and too time-consuming in terms of providing support?
Start with Introductions
Touch base with the SME. While the best is to meet them in person. If not, start with a phone call. A brief call to introduce each other and set some base expectations like:
- I will probably need an introduction to the application and processes.
- I will need 1 hour everyday for the next 4 weeks.
- Based on the time that works for the SME, block the time on their calendar.
- Ask for the relevant project documents, if any.
- If there are multiple SMEs involved, which is typically the case with large implementations, see if you can get them all in one room at least for introductions.
"What can I be prepared with if I have no clue of the subject?" you might ask.
- To start with, figure out the project basics.
- Determine if there are any similar project within the team and talk to those team members.
- Do your research. Read about the technology and/or the process documentation that the SME might have shared. Don't worry about failing to understand. Make the attempt to at least assimilate something.
- If you have access to the application, try to at least log in and navigate through it.
- Be ready with your questions. Let them not be very generic like "What is SAP?" Maybe a good question might be "It appears from the process documentation that there are about x transaction codes. Is this understanding correct?"
- Respect their time.
- Go with a agenda. For example, let's cover the basic end-to-end process today and if time permits, let's walk through some steps in the application.
- During discussions, try to reiterate what the SME is saying in your own words in the beginning. This will ensure that you are understanding the basics.
- Don't be afraid to ask the SME to repeat something that is not clear.
- If the SME goes off into the technical details that are not relevant (for example, an SME may have the tendency to go into the configuration details and program code, which might not be relevant for a process-based course), get them back on track by saying something like "Is any of this visible to the end user?"
- Ask "Are there any specific data sets that we can use for training exercises? Is there something that you will need to prep for me to view the data?"
- Build a rapport with the SME. Make small talk if required.
Post the SME meeting
Explore the application. As much as we want to depend on the SMEs, we need to acknowledge that they too are working on their tasks on the project.
If you get stuck, try different things before you go back to the SME.
When you understand the content, you design the training better. Else it is just another project where all you have done is format.
Remember: The SME can provide you with all the technical and process aspects of the project. However, you are the training expert. It is your job to put the content in a way, which is simple for a user to understand.
Double-check with the functional SME though on whether you have oversimplified.
1 comment:
Very useful tips. Working with SMEs is always challenging if not done properly.
In the introductions, I would add:
- Know about the SME before the meeting. Try to look up their LinkedIn profile to better understand their background.
- Establish your credibility in the first meeting. Give your full introduction too. While the SME is the expert on their subject, you are the expert on your subject, Instructional Design and Content writing. You can also establish your credibility by giving additional details about your education and overall work experience.
You have covered all the others quite well. This post should be very useful for people in the field.
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