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 Andrea:

What are tips for figuring out in advance what type of SME you will be working with i.e. before you sit down to interview them – so that we are better prepared (incl. equipment) to employ the right tactics?

I partially cover this in the book  but you bring in the idea about preparing to have the right equipment as well, which is a good aspect to think about.

When you are designing a training program with the stakeholders, they usually have an idea of the type of person or, even more commonly, the exact person they would like you to work with. It is a good idea to get that in writing when you are doing a project charter, project scope document or putting together your project plan. That way you and your stakeholders know in advance the resources they are committing to the training.

If the customer asks your for suggestions, I would ask them for the person most familiar with the process, knowledge, information, skill AND who has the time to spend with you. Sometimes the person who is the most knowledgeable is also the person who is in most demand and so it really isn’t helpful if you can’t get their time!

It is good to define or name your SME in your project charter for any number of reasons, one of which is that if the SME cannot fulfill their obligation you have a description of the kind of person you need and can refer back to it.

Also, yes, you really bring up a good point about knowing the person so you can be prepared with the right equipment and tactics. I recommend to almost always capture your interview with an audio recording. If you have a particularly iconic SME who you might want to capture for posterity, try to get the video.

Use whatever tools are most comfortable for you when you are note taking.  Personally, I am comfortable taking handwritten notes, but some people are more comfortable typing. I have read that handwriting actually imprints the information on your brain in a way that typing does not, which is one reason I will often have learners physically write out parts of some exercises.

In any event, in my opinion, note taking and equipment are a matter of personal preference.