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SMEs are from MarsTechnical Writers are from Venus

Editing SIG—STC-India

Introduction

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Anuj Kapoor:12+ years of experience in the IT industry Presently working as Sr. Instructional Designer in IBM India (Pvt.) Ltd. Expert in Instructional Design field and an avid blogger and social media enthusiastHave worked as a volunteer for various initiatives of STC-India and is presently the ID SIG Owner for STC-IndiaEmail: anuj.anujkapoor@gmail.com

ObjectivesAt the end of this session, you should be able to:

Briefly explain the role of the SME or a Subject Matter Expert

Explain the role of a Technical Writer from SME point of view

List some of the challenges faced while communicating with SMEs

Explain how to improve the SME-Writer relationship—a how to guide

List a few resources that you can refer after the presentation

Question Has the communicating with your Subject Matter Experts (SMEs) been a wonderful experience?

Yes

No

Maybe

(Please type in your responses in the chat window)

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A Dilbert comic strip

Role of the SME

A SME is:

A domain expert

An individual who understands a business process or area

Someone who has current and thorough knowledge of the job's requirements

An individual who brings valuable expertise and insights

Question Can your provide any instance where you had find difficult while communicating with SMEs? (Please type your responses in the chat window)

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Challenges of working with SMEs

Differing project timelines

Very busy and hard to get in contact with

Are sometimes hesitant to share key information with the technical writers

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So, what can we do about it ?

Role of a technical writer from SME point of view

A technical writer should have a fundamental knowledge of the concept that is being dealt with

Of course, you should have better writing and language skills

SMEs expect technical writers to be able to communicate well in addition to writing ability

They expect writers to love their job and appreciate others as well

They love to work with the technical writers who are thoroughly professional—which means that TWs should be able to meet their deadlines, work well as team members, take responsibility of their work, and so on.

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How to improve SME-Writer relationship

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It’s a four step process …

How to improve SME-Writer relationship (continued)

Prepare

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Ask

Follow up

Say thank you

Some best practices to remember

Educate the SME about the audience profile for whom you will be developing the documentation.

As already mentioned, be prepared with the exact agenda.

Ask, ask, and ask questions whenever you do not understand any particular concept.

Summarize what your SME says to you in your communication process to ensure that you have understood correctly.

Constantly show how SME’s role is important in developing the documentation accurately.

SME’s time is precious: if your SMEs are global, then it is always great to fix an appointment either via mail or phone—choose a preferable mode of communication.

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Some best practices to remember (continued) Try to build a rapport with your SMEs—via a usual chit-chat or over a cup of

coffee.

Remind the SMEs of your meetings—one day or one hour earlier.

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STC India thanks ADOBE for being the webinar sponsor