Collaboration Between Technical Writers and SMEs

A Guide to Seamless Documentation

Technical writing might seem like a solo task, but honestly, it’s a team sport. At the heart of the game are Subject Matter Experts (SMEs)—our go-to players, the developers, PMs, QAs, etc., for accurate and reliable information. Yet, working with SMEs isn’t always smooth sailing (You know what I mean). It is sometimes very complex, time-consuming, and frustrating.

But when done right, collaboration with SMEs can transform your documentation from “just okay” to “exceptional.” Here’s what I do and have learned in the past few years:

Speak Their Language

No, not the complex technical jargon they thrive on; speak to their priorities and pain points. SMEs are often juggling countless tasks, so start conversations with empathy.

Try something like, “I know your schedule is packed, but could we connect for some time to clarify this feature? It’ll save both of us time in the long run.” A little respect for their time goes a long way.

Prepare and Ask Smart Questions

One of the biggest mistakes technical writers make (at least I have when I started) is showing up unprepared. SMEs could quickly lose patience if you ask vague questions like, “Can you explain how this works?”

Instead, be specific:

• “What user problems does this feature address?”
• “Could you provide a real-world example to illustrate this functionality?”

Whenever possible, request a demo or environment access. Watching an SME walk through a feature or process is often far more enlightening than static explanations. Visual aids clarify complex ideas and help you see the system in action.

Pro Tip: Ask relevant questions during the demo to ensure you understand the workflows or use cases. Active participation shows engagement and ensures you don’t miss critical details.

Use the Right Communication and Collaboration Tools

Whenever possible, prioritize face-to-face meetings for clear and effective communication. There’s nothing like in-person discussions to ensure everyone’s on the same page.

If face-to-face isn’t feasible, the next best option is a Slack or Microsoft Teams call. Video or audio calls allow for real-time clarifications and foster a more interactive environment than emails.

To streamline the collaboration process, consider using tools like:

• Confluence for documenting notes and shared content.
• Google Docs for collaborative editing.
• Jira to track tasks related to documentation.

If you have a customized collaboration tool, you can use it. Check regularly, comment if needed, and update the SMEs on the process to improve efficiency and help maintain transparency in the documentation process.

Show Appreciation

SMEs are the unsung heroes of technical writing. Acknowledge their contributions with a simple “thank you” or even a shoutout in your documentation. Feeling valued makes them more enthusiastic about future collaborations.

Build Relationships Beyond Work

Trust is the foundation of effective collaboration. Take time to connect with SMEs personally, whether over coffee, during team outings, or just a small talk when you come across them in the office. A good rapport makes them more approachable and willing to share their expertise.

Focus on Their Feedback

When sharing drafts for review, highlight specific sections where their input is critical. Asking them to review the entire document can feel overwhelming. A concise, focused request shows you respect their time. You can generate a PDF or Word file, highlight the section, and add a comment tagging them for their review.

For more minor updates, sending a screenshot on Teams or Slack or adding a comment in your collaboration tool works wonders. This approach has really helped me streamline feedback loops and save time.

At the end of the day, SMEs are more than just sources of information. They’re partners and experts in creating user-friendly, impactful documentation. Treat them as collaborators, and you’ll see your technical writing process transform.