If there’s one thing I’ve learned as a technical writer, it’s that asking good questions can make or break your documentation. Subject matter experts (SMEs) are often your gateway to understanding the intricacies of a product, feature, or system. But let’s be honest—getting information from SMEs isn’t always straightforward.
They’re busy, they might not know how to explain things to non-experts, or sometimes they just forget we’re not telepathic.
The first time I really put thought on the subject of asking questions was after we hired a former journalist as a tech writer in my previous company. She is, to this day, one of the best SME interviewers I know. And she was always open to share her advice and practical tips.
Over time, I’ve developed my own techniques to get the most out of SME conversations without feeling like I’m interrogating them.
In short:
- Do your homework.
- Frame your questions.
- Ask open-ended questions.
- Make a list of questions, prioritize and group them.
- Use visual aids.
- Be patient.
- Be curious.
If you want to know more, here’s my detailed guide to asking better questions and building a productive relationship with your SMEs.
Do your homework
SMEs appreciate when you come prepared. They’re juggling a million things, and asking them something you could have Googled won’t win you any points. Before you even think about scheduling that meeting or sending that email, get familiar with the basics.
Dive into existing docs, explore the product, or poke around the codebase if you’re feeling brave.
- Example: Instead of asking, “What does this feature do?”, try something like, “From what I’ve read, this feature manages user permissions. Could you explain how it handles role inheritance?”
This approach not only shows respect for their time but also sets the stage for a more informed discussion. And coming from Academia, this was also my first instinct. It’s always fine to ask the dumb question, but you can go one step above and ask the smartest dumb question. Preparing makes the difference.
Frame your questions
SMEs are context-switching all the time, so it’s helpful to anchor your questions with some context. A simple one-liner about what you’re working on can make all the difference.
- Example: Start with something like, “I’m working on the API guide for Feature X and need to confirm a few details about error handling.”
This makes it easier for them to focus on your questions and understand how their answers fit into the bigger picture.
Open-ended questions work best
If you want to unlock an SME’s treasure trove of knowledge, avoid yes-or-no questions. They don’t invite elaboration and can leave you scrambling for follow-ups.
- Closed question: “Does this API support retries?”
- Open question: “How does the API handle retries for failed requests?”
Open-ended questions encourage SMEs to dive deeper and provide more insights, which is exactly what you need. And is even better when the SME shares their knowledge on their own. We all love to talk about what we do and how we do it, you just have to ask the right question.
Don’t be afraid to ask for clarification
Let’s face it: sometimes SMEs speak a language that only other SMEs understand. If something doesn’t make sense, ask for clarification. A little humility goes a long way.
- Example: “So, just to make sure I got it right, the system generates a token for each session, but it expires after X hours, correct?”
Rephrasing their explanation not only confirms your understanding but also highlights any gaps they might have overlooked. It’s also a good way to settle the knowledge you are getting.
Prioritize and group your questions
No SME wants to sit through a scattershot Q&A session. Organize your questions by priority and group related topics together. This keeps the conversation efficient and focused.
/Tip: Share your questions in advance. It gives them time to prepare, and trust me, they’ll appreciate it.
Adapt to their communication style
Some SMEs thrive in face-to-face meetings, while others prefer asynchronous communication like email or Slack. Pay attention to what works best for them and adapt accordingly.
/Tip: For asynchronous communication, keep your questions concise and specific. SMEs will thank you for not sending a wall of text.
Build trust and show gratitude
A little appreciation goes a long way. SMEs are more likely to collaborate if they feel valued. After a session, send a quick thank-you note or follow up with a summary of key takeaways.
- Example: “Thanks for taking the time to explain that. It cleared up so many things, and I’ll share the draft with you soon for review.”
Building a positive relationship pays off, especially when you need their help down the line.
Bring visuals to the table
Sometimes, a picture really is worth a thousand words. Use diagrams, mockups, or screenshots to provide context for your questions. Open the software you are talking about if it has a user interface.
- Example: Instead of asking, “Does this flow make sense?”, talking about the flow. share a diagram and say, “Does this diagram accurately reflect the system’s behavior?”
I, personally, come from a teaching background. That usually means that I use the whiteboard a lot. Maybe too much. But it helps me explain my questions and it also helps me understand the answers SMEs give me.
Visuals can clarify complex topics and save time for both you and the SME. Remember: it’s not only you, the SME should also be able to understand your questions and where they come from.
Patience is a virtue
Let’s be real—SMEs don’t always have answers on the spot. If they need time to look into something, be patient. Follow up politely, and don’t be afraid to revisit unanswered questions later.
/Tip: Keep a running list of questions to bring up during your next meeting or check-in.
Channel your inner journalist
Good technical writers are part detectives, part translators. Be curious. Dig deeper, ask follow-ups, and always aim to understand the “why” behind a concept.
- Example: If an SME mentions a limitation, ask, “What led to this design decision?” or “How does this impact the end-user experience?”
These types of questions help you uncover context that can make your documentation more robust and insightful. And sometimes these questions help reveal gaps in the product. Sometimes you are not only a tech writer, but also the first user of a product.
Wrapping it up
At the heart of technical writing is communication.
Your ability to ask the right questions and connect with SMEs is what turns scattered technical knowledge into polished, user-friendly documentation.
Remember, SMEs aren’t just sources of information—they’re collaborators. Treat them with respect, curiosity, and a bit of gratitude, and you’ll find your work becomes smoother and more rewarding.
Got any stories about SME interactions? Share them in the comments—I’d love to hear how you approach this crucial part of technical writing!