This post is one in a series that answers questions from viewers of the January 28 KnowledgeVision Google Hangout where we talked about the challenges of working with SMEs.

Question from Sarah, Part 2:

Do you have a set of questions that you use for most information-gathering sessions?

We talked about the value of having some standard opening questions and a standard last question in last week’s post. This week we will explore ways to make the most of your face-to-face time to ask questions that take the best advantage of the personal interview.

My best example is my current project. I am in the final stages of writing a book for a retired CEO who has taught leadership classes. I have loads of class notes and material, but the value of our weekly two-hour interviews is that we are uncovering the kind of detail that wouldn’t make it into his class notes. During our talks, he mentions extra materials from classes and seminars he has taught that helps the book tremendously. When you familiarize yourself with information before the interview, the interviews really are for, what journalists call, color.

In face-to-face interviews you get a sense of context and the “why” behind certain facts or recommended courses of action. It is one level of detail to say, “Involve your employees in customer contact”. It is another level of impact to tell a story about the time he took an employee off the manufacturing line along on a  business trip to Turkey, the results it won for the customer and the employee’s improved attitude toward his job.

I am always learning something new about how to improve the process. With this particular subject matter expert, I record all our sessions, something I recommend for all your SME interviews. What I learned from this encounter is that he says something useful as he walks in the door and then may throw out another important fact as he leaves. I have learned to click on the record button the minute I see him and I don’t click stop until he is gone. When you are working with someone who is colorful and constantly throwing out gems of information, catch every little bit. Many of your high-level (unconscious competent) SMEs will fit into this niche.

As one last little tidbit, some of his commentary is so impactful that we may use some of the audio from the interview sessions in the materials as links to mp3s. When you are dealing with a charismatic leader or person with some significance, you don’t want to lose anything. Their own words are often the very best, so capture and use audio and video whenever possible so your expert can connect directly with the learner.