Ah, the subject matter expert (SME) – an invaluable source of knowledge for your instructional design projects, yet often one of the most challenging people to collaborate with.
As much as you need to rely on your SME, it often seems like you’re from different planets. And when you collide, it can feel like an uphill struggle.
It takes work to get the best out of your SME, but it’s worth it because your project will go all the more smoothly.
If you’re struggling to build a good relationship with an SME, try out these tips.
What is a subject matter expert?
Not to be confused with the small to medium enterprise (also known as an SME), the subject matter expert is your primary go-to throughout an instructional design project.
Typically, they’ve been in their field for a long time, have reached a senior level, and have amassed deep knowledge, skills, and expertise within their industry.
For example, senior-level software developers, healthcare professionals, and analysts could all be considered SMEs.
They supply the knowledge, materials, and content that you’ll transform into engaging learning experiences.
The importance of the SME in instructional design
As an instructional designer, your expertise is in learning, not the subject matter itself – which is why SMEs are essential.
Let’s take the healthcare industry, for instance. Unless you’re a medical professional yourself, you won’t possess the knowledge to teach staff how to administer intravenous medication.
But your SME certainly will.
The reality is that working with an SME is very much a symbiotic relationship.
While the SME has all the expertise, they won’t know how to put it all into a digestible and engaging format. Similarly, you lack the expertise but know exactly how to transform it into effective learning materials.
The SME is essential for getting the learning materials right and ensuring they’re accurate. Their job is to provide the initial content, advise you, and give guidance. And getting their feedback and input at every stage will ensure your project has a successful outcome.
Common challenges when working with SMEs
Despite their wealth of knowledge, SMEs are sometimes notoriously challenging to work with.
They’re busy and important. Why should they make time for you?
Additionally, they are not subject matter experts in instructional design (though they may think they are). Therefore, seeing the value in your work may be difficult.
These challenges and more will be some of your biggest hurdles to jump.
Information dumps
There have been occasions where a 300-page technical document has landed on my desk with the instruction to “turn it into training.”
Erm… Okay?
This is an unfortunate habit of the SME. Because they possess all the knowledge, they think that all the knowledge is required for the learning experience.
However, you and I both know that’s not the case at all.
Furthermore, you tend to be given a lot of raw information. The kind of stuff that goes into every minute detail with pages and pages of text.
Here’s what you can do to avoid the information dump:
- Help the SME filter the information by defining the learning goals as early as possible. If the objectives are clear, then the SME will better understand what you need from them.
- Create a content matrix with “need to know,” “nice to know,” and “not required.” This will help your SME narrow down the information.
- Be specific with your requests and avoid open-ended questions. Ask for particular scenarios and key points.
- Investigate! Is the 300-page manual really the only source of information out there? Or, are there other, less intensive materials?
Overcomplication (and a resistance to simplify)
I’ve worked with software developers before, and most of the time it felt like they were speaking in a foreign language.
Acronyms, technical jargon, supremely complex concepts. I had no idea what was going on.
The thing is, SMEs exist in a world where everything makes sense, and they often struggle to understand that others aren’t a part of that space and don’t understand it.
They will insist that the overly technical stuff is important, that all details have equal value, and can have a hard time putting things into layman’s terms. So, you’ll need to:
- Remind the SME of the target audience and their knowledge level.
- Use the “teach-back” method where you paraphrase their information into simple terms and get their confirmation that you’ve understood.
- Ask them to explain the information as if they were talking to a 10-year-old.
- Suggest breaking large chunks of complex information down into smaller modules or microlearning.
Work overload and scope creep
SMEs are generally unaware of the time and effort that goes into instructional design. So, what feels like a simple request to them could be hours or days of extra work for you.
They’re not doing this intentionally, but you still have to manage scope creep and keep it in check – for your own sanity and everyone else’s!
- Set clear boundaries by defining the project scope upfront, including deliverables, timelines, and priorities.
- Implement a change request process, so that if the SME wants to “just add this small thing in here,” it has to go through a formal process for approval.
- Educate the SME on the instructional design process. They won’t know the work that’s involved unless you explicitly tell them.
Lack of involvement
Always keep in mind that you are not the SME’s first priority.
Given their level, they are busy people who have to continue performing their day-to-day role and responsibilities alongside helping you.
Chances are, they may even see your project as an inconvenience they don’t have time for.
Building a good relationship with your SME will go a long way (see below), but finding ways to actively engage them will also greatly help.
To get them involved, try asking these questions:
- What do you believe is the primary purpose of this learning experience, and how will it benefit learners?
- What specific challenges or pain points should this training address?
- Which real-world scenarios or examples would help make the content practical and engaging?
- What would a successful outcome for this course look like for you? How would you measure its effectiveness?
By asking these questions, you’re getting their input, but also guiding them to see the value of the project. Once they realize it, they’ll be more invested in its success.
They take a linear approach to learning
SMEs often prefer a structured and sequential method of learning – like an instructional manual, for example. And it can be hard to break them out of this mold.
They also don’t see the point in adding attention-grabbing content. After all, if they can read through the 300-page manual, surely so can everyone else!
- Explain that everyone learns differently, so incorporating multimedia content, gamification, scenarios, etc., will ensure that everyone stays engaged.
- Also demonstrate that people learn at different paces. Therefore, incorporating personalized learning paths will enable learners to absorb information at an appropriate level.
- And, help them recognize that learning should be accessible no matter a person’s role. E-learning can be consumed anywhere, which is why it’s so effective.
How to build great relationships with SMEs
I always put in extra time and effort to get on a good level with my SME. If you can relate to each other, then it honestly makes life so much easier.
I’ve also found that establishing a solid relationship opens doors. It’s got me increased budgets, faster turnaround times, and even priority access to other stakeholders.
Trust me, it’s worth it, so put the effort in.
Do your homework
Who is your SME going to be? The moment you are assigned an individual, go and do your homework.
Find out everything you can about the role they perform and their area of expertise.
For instance:
- Understand industry terms and basics. Even a slight foundational knowledge will help you gain credibility.
- Read up on the background of the SME, what they’ve achieved, and what they currently do.
- Read what you can about the training topic. Review existing materials (if they exist) or look at materials produced elsewhere.
- Find the pain points and issues commonly experienced. Not only by the learners, but the SMEs, too.
Get to know them properly
Okay, I’m not suggesting that you become best buddies overnight, but finding some common ground will really help create a collaborative environment.
Remember those software developers I worked with? I struggled initially to relate to them. Then, I discovered they shared my love for internet lore, cat memes, and 90’s computer games.
When I got added to their Slack chat group for sharing silly jokes, I knew I was “in!”
As daft as it sounds, the more I got on with them, the more receptive and willing they were to help me with my requests.
Value their time
As I said, SMEs are busy, busy people. Don’t waste their time. And be appreciative of the time they do give you.
Getting openly frustrated when they don’t get back to you will quickly shut down any hope of a good working relationship.
So, to help with this, you can:
- Decide on a communication method that works best for them.
- Be flexible on meeting times and methods.
- Use a collaborative platform like Trello so you can both send and request information and update each other easily.
- Keep meetings concise and stick to the agenda
- Don’t bombard them with one-question emails; they’ll quickly start ignoring them. Send one daily roundup of everything you need from them.
- Thank them for their time after spending it with you.
Set expectations
Both you and your SME need to be on the same page regarding what is expected of their role.
If they know exactly what their involvement should be, then you’ll face less of a battle trying to get it.
This should be established upfront before the project kicks off. Schedule some time with them to go over the tasks, timelines, objectives, and expectations.
Wrap up
While instructional design will always be filled with challenges, working with your SME needn’t be one of them.
By fostering clear communication, setting expectations, and building a strong working relationship, you can look forward to a (mostly) stress-free project.
By Janette Bonnet
Janette Bonnet is an experienced L&D professional who is passionate about exploring instructional design techniques, trends, and innovations.