Do you struggle creating content with busy Subject Matter Experts? In the GatherContent blog post by Ellen de Vries, How to Collaborate with a Subject Matter Expert, Ellen states:
It’s 2009. I’ve been tasked with creating several page templates for a major brand associated with pregnancy testing and fertility advice. I find this a little daunting because I don’t have a medical background. Luckily I have Jane as my collaborator, a fertility expert who has access to all the information we need. We set up a co-writing session and set to work.The traditional workflow for a project like this might be to run a workshop with Jane, then go away and wrestle the workshop results into a document, then send the output to her for approval. This would be one way to work, but I choose to run it differently this time.I have her booked in for a day so I choose to compose sentences together with her as raw form content. We also spend some time chunking and splicing resource materials. We sit side by side at the table with a pad of A3 in front of us, a box of sharpies and some scissors.
When my fellow Mad*Pow content strategist and I saw that GatherContent had published a piece about SME (Subject Matter Expert) collaboration, we were thrilled! We frequently work with healthcare and financial care subject matter experts. So the onus is on our small team to identify the best practices for working together and ultimately creating usable, intuitive, delightful content. This is usually in the form of some copy.As our eyes traveled down our respective screens, our elation faded. Ellen’s article is perfect for content creators who work in person with SMEs, particularly when the SME is interested in learning the basics of copywriting, or is already a writer.But what about when the SME has a full-time job and a tight schedule?
Over the past year, we’ve had a lot of experience working with extraordinary, intelligent, and talented subject matter experts. We’ve tried all sorts of methods for collaboration, and a lot of them have failed.
On one project, we asked the SME to be responsible for writing articles. But ultimately we found the SMEs, though brilliant in their fields, were just too unfamiliar with using voice and tone guidelines. We had to rewrite everything, sending us way over budget and behind schedule.
On the next project, learning from our mistake, we asked the SME to create first drafts. We sent over specific templates and more detailed guidelines, but again we found the material often unusable. Though we’d accounted for the review time in the schedule, we recognised that we were missing out on some of our SMEs’ specialised knowledge. It was too cumbersome to send and resend our rewritten pieces for multiple reviews and additional feedback. Plus, our SME didn’t understand why we were rewriting at all, though we attempted a few explanations. So we risked offense by sending over revised pieces.
Continuing on our learning curve, we then tried beginning with a brainstorming session, to harvest information from our SME. This was helpful, but the SME wasn’t prepared for the extent to which we wanted to brainstorm. They spent much of the time explaining to us why the project should have different goals from those our client had requested.OOF!After several other trials and errors, we’ve come up with a system that works well when SMEs have limited time, and no interest in becoming copywriters. Without further ado, here’s my humble add-on to Ellen de Vries’ excellent article.
Your SME has little time, your project has a small budget, and your copywriters still want to get the most information they can. Is this familiar? Here’s what the Mad*Pow content strategy team recommends.
Using this process, we’re able to minimize SME time to below 10 hours, while still making sure all of our content has the stamp of approval.
This post was originally published on Marli's own blog, where you can also read more great content about content.
Marli Mesibov is the VP of Content Strategy at the digital UX agency Mad*Pow. Her work spans strategy and experiences across industries, with a particular interest in healthcare, finance, and education. She is a frequent conference speaker, a former editor of the UX publication UX Booth, and was voted one of MindTouch’s Top 25 Content Strategist Influencers in 2016. Marli can also be found on Twitter, where she shares thoughts on UX Design, content strategy, and Muppets. You can learn more about her and her work at http://marli.us