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:

Can you talk about ways to resolve information discrepancies between SMEs. Example: the SMEs have very different methods of performing the work and have strong opinions that “their way is right”.

I love this question because it happens! First, I am assuming you have presented this material to both of them and they have both dug in their heels. Without the two – or more! – coming to an agreement, here are a few ways to handle it:

1. If you have two subject matter experts who are at very different levels in the organization or different levels of experience, the more experienced one can trump the junior SME simply because a. there is a higher probability they are correct (although not always!) and b. 9 times out of 10 it will politically be the wiser move.

2. If you have two highly regarded subject matter experts of relatively equal weight, you have a sticky wicket, for sure. In that case, the stakeholder in charge of the project who is usually also the person writing the checks or providing the resources, gets to make the call. They may choose one over the other for any number of reasons having to do with personal preference, political considerations in the organization, seniority, favoritism, or any other factors that you may not know or care about. It is just your job to make sure you satisfy your client and that the information is correct to the best of your ability. That sometimes means deferring to the project owner, not the SME. The project owner will have to deal with the SMEs. That’s outside the scope of your job, although don’t be surprised if you end up taking the heat on something like that. Consider it all in a day’s work.

3. A third option is calling in an outside expert to referee the information.  If everyone respects that person, it could be a solution. I’ve actually been in that situation, although in my experience the outside SME can really muddy the waters further. Not because they aren’t knowledgeable but because now the client is faced with more alternatives!  If your client is already confused, yikes! If you can, try to get the existing SMEs and the clients to come to an agreement using 1 or 2. I actually address this option in the book Working with SMEs in more detail because this situation was going on while I was writing it, so it was on my mind.

If readers have any more ideas about how to handle this situation, I’d be interested to hear them.