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 Michelle: What do you find to be the most challenging type of SME and why?

The book Working With SMEs identifies eight different types of subject matter experts and gives you a plan for getting the best result with each style. They are:

1. The Speedy SME

2. The Scattered SME

3. The Shortcut SME

4. The Defensive SME

5. The Not-Quite-Expert SME

6. The Overcommitted SME

7. The Interrupted SME

8. The Reckless Reviewer

At the heart of most of these types of subject matter experts is the fact that they are in demand and overworked, so they may appear scattered, unfocused and in a hurry. The tools and tips for handling these issues usually simply requires making sure the SME has ample foreknowledge of what you will cover in your session, and that you confirm they have put aside a block of time that is dedicated to working on a training program with you.

For these reasons, I find the most challenging SME is the one who is too busy to really be doing the job of working on the training program. They are the most difficult not because they don’t care – because they usually care a lot – but it is hard to get an appointment, hard to keep the appointment, hard to keep their attention when you have them, and really tough to get a review of the material when you need it.

I find it most difficult because I think it is the hardest to overcome this limitation both for you and for them. They don’t have enough hours in the day, they may not be able to delegate this particular task to someone – or anything else on their plate for that matter – so sometimes the whole project is on hold waiting for them to become available.

This one situation comes particularly to mind. I wrote educational materials for administrators of a state program, and we wrote brochures on how to assemble a non-profit board, things like that. It was very difficult to get reviews, approvals and signoffs from people in the state capital in Harrisburg who had lots of other things tugging at them, and we were in Philadelphia – out of sight, out of mind.

As you know, these projects have timelines, resources lined up, and schedules to be met. The training requirements are usually already scheduled around a certain week or perhaps something needs to be put up on the learning system to meet a deadline for regulatory compliance. That “something” means you are under pressure, the clock is running, money is being spent while you are waiting and other resources – maybe graphic designers or printers – are all waiting for approvals so they can do their jobs.

For all these reasons, I think availability is the most important thing. If you can get your SME and get their attention, you can usually overcome all these other issues. You are, after all, working with a pro!