Access to SMEs a key ingredient in a successful project

One of the most important steps that a client can take to ensure the successful and timely completion of a writing project is to make sure the technical documentation team has good access to subject matter experts (SME). All SMEs needed for the project should be considered part of a resource team that meets periodically and is kept up-to-date on the project. If management takes the project seriously, and intends to make sure it is successful, they will communicate by word and example that attendance at these meetings is a high priority. They will also make sure that team members are allocated time to spend working with the documentation team and given clear instructions that they are expected to cooperate and support the tech writers’ efforts.

Ideally, the documentation team is able to spend adequate time on-site, working directly with the SMEs. Several factors must be in place to make sure on-site time is used effectively. The SMEs must be available, and know they are expected to cooperate. From the tech writer’s perspective, having full-time access to an SME who has a wide range of knowledge and experience would be ideal. Sometimes that is possible. For example, I have worked closely with an experienced plant operator who was on a work accommodation. Unfortunately, he was often pulled away from working with me to assist with other projects and situations as they arose.

It’s important to remember that one SME does not have all the answers. SMEs participate in several phases of the project. In the data gathering phase the doc team brings together information about the plant and how it is operated. This includes facts, specifications, how equipment and systems work, tasks and procedures. The next phase includes fact verification, but also verification of policies. A third phase–validation–involves confirmation that the document is acceptable. A plant operator may be able to answer questions about facts and procedures, but he or she probably cannot provide definitive rulings on operating policies. Those answers may have to come from supervisory or management staff. Sometimes there can be differences of opinion on best practices. Who makes the final ruling on what is the best practice for a given procedure? Who validates a procedure as complying with company policy? Without access to the appropriate SME the technical writer’s hands are tied.