I don't know that I've ever had a problem getting information out of SME's, they've usually been happy enough to help out. Or at least, they realise it's part of their job.
Sometimes, if I need to, I'll ask for a general overview before I begin, maybe 15-30 minutes. Then I'll leave them alone for a bit, do my own research, and start emailing them. I generally try to avoid talking to them too much, as I've found most programmers prefer email. I'll generally spend a fair amount of time composing the email, making sure that my questions are absolutely clear and that I've included everything I need to know, and using plenty of visual cues to make my emails look interesting rather than being plain text. And I try not to email too often either. The other bonus from emailing is that you then have something solid to refer to if someone tells you what you've written is wrong. This is especially good to fall back on in a big company where CYA (cover your ass) rules. My biggest problem is making sure that I ask the right questions to begin with. If I don't ask the right questions off the bat, the SMEs feel like they're wasting their time. So I usually research as much as I can beforehand and hold off asking questions until I absolutely need to. This approach has usually worked for me. Also, I attend all the meetings I can, even if I don't think they might be any use. By showing interest in the nitty-gritty, I indicate that I'm serious about my job and they're more likely to notice my needs. I usually pick something useful up, and get advance warning of when things are about to change. This is also a good time to offer feedback on suggestions regarding the effects of a functionality on the end-user and its impact on the documentation. If all else fails, and I hit a critical path, I just corner them and force them to answer my questions ;) Yes, their job is important, but so is mine. I find that as long as I'm not being long-winded (unlike this email!) they don't really mind too much. So far, I've never had anyone tell me to go away and leave them alone. Cheers, Trish :) : -----Original Message----- : From: [EMAIL PROTECTED] : [mailto:[EMAIL PROTECTED] On Behalf Of Lisa M. : Bronson (TCP) : Sent: Tuesday, 31 October 2006 9:14 PM : To: [email protected] : Subject: [TCP] getting info : : It's pretty likely every one of us needs to gather info from : SMEs when writing documentation. A lot of technical : communicators have a difficult time with this. Do you? How do : you get people to give you the time and information you need? : : I have found the thing that works best if a SME is not : forthcoming with info is to say, "I've been assigned to write : the manual about xyz, and my manager sent me to you for : information. I know that you are very busy, though, so I : don't want to take up your time with this. Who else would be : able to give me the information about xyz?" : : So far, it's worked every time, and 90% of the time, they : take the time to give me the info I need rather than passing : me on to someone else. : : What do you do in a situation like this? : : Lisa B. : : : _______________________________________________ : : Interested in Interactive 3D Documentation? Get the scoop at : http://www.doc-u-motion.com Your 3D Documentation Community. : _______________________________________________ : : Technical Communication Professionals : : To post a message to the list, send an email to [email protected] : : To find out more about the list, including archives and your : account options, visit : http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com : : If you need assistance with the list, write to : [EMAIL PROTECTED] _______________________________________________ Interested in Interactive 3D Documentation? Get the scoop at http://www.doc-u-motion.com Your 3D Documentation Community. _______________________________________________ Technical Communication Professionals To post a message to the list, send an email to [email protected] To find out more about the list, including archives and your account options, visit http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com If you need assistance with the list, write to [EMAIL PROTECTED]
