Subject Matter Expert

Master this essential documentation concept

Quick Definition

A Subject Matter Expert (SME) is an individual with deep, specialized knowledge and practical experience in a specific domain, process, or technology within an organization. For documentation teams, SMEs serve as the primary source of accurate, detailed information needed to create comprehensive and technically sound documentation. They bridge the gap between complex technical concepts and clear, accessible written content.

How Subject Matter Expert Works

graph TD A[Documentation Request] --> B[Identify Required SME] B --> C[SME Selection] C --> D[Knowledge Extraction] D --> E[Content Creation] E --> F[SME Review] F --> G{Approved?} G -->|No| H[Revisions] H --> E G -->|Yes| I[Final Documentation] J[SME Pool] --> C K[Technical Writer] --> D K --> E D --> L[Interviews] D --> M[Workshops] D --> N[Documentation Review] style A fill:#e1f5fe style I fill:#c8e6c9 style J fill:#fff3e0 style K fill:#f3e5f5

Understanding Subject Matter Expert

Subject Matter Experts (SMEs) are the cornerstone of effective documentation projects, providing the specialized knowledge and insights that transform complex information into accessible, accurate documentation. They serve as the bridge between technical complexity and user understanding.

Key Features

  • Deep domain expertise gained through hands-on experience and formal training
  • Ability to explain complex concepts in multiple ways to suit different audiences
  • Access to institutional knowledge and historical context
  • Understanding of both theoretical principles and practical applications
  • Awareness of common user pain points and frequently asked questions
  • Knowledge of industry standards, regulations, and best practices

Benefits for Documentation Teams

  • Ensures technical accuracy and completeness of documentation
  • Reduces research time and eliminates guesswork for writers
  • Provides real-world examples and use cases
  • Helps prioritize content based on user needs and business impact
  • Offers quality assurance through expert review and validation
  • Enables creation of advanced troubleshooting guides and edge case scenarios

Common Misconceptions

  • SMEs are always the best writers - expertise doesn't guarantee communication skills
  • One SME can cover all aspects of a complex system
  • SMEs have unlimited time to support documentation projects
  • Technical knowledge alone qualifies someone as an effective SME for documentation

Real-World Documentation Use Cases

API Documentation Creation

Problem

Development team needs comprehensive API documentation but technical writers lack deep understanding of complex endpoints, authentication methods, and integration patterns.

Solution

Partner with senior developers and solution architects who built the API to serve as SMEs, providing technical depth and real-world implementation examples.

Implementation

1. Identify lead developers and architects familiar with API design decisions 2. Conduct structured interviews focusing on common use cases and integration patterns 3. Have SMEs provide code examples and troubleshooting scenarios 4. Create documentation drafts and schedule review sessions with SMEs 5. Establish ongoing SME availability for updates and clarifications

Expected Outcome

Accurate, comprehensive API documentation with practical examples, reducing developer support tickets by 40% and improving API adoption rates.

Compliance Procedure Documentation

Problem

Organization needs to document complex regulatory compliance procedures, but writers lack expertise in industry regulations and internal compliance processes.

Solution

Collaborate with compliance officers, legal experts, and process owners who understand both regulatory requirements and internal implementation procedures.

Implementation

1. Engage compliance team leaders and regulatory affairs specialists 2. Map out compliance workflows through guided sessions 3. Document step-by-step procedures with SME validation at each stage 4. Include regulatory citations and internal policy references 5. Establish regular review cycles to maintain compliance accuracy

Expected Outcome

Compliant, audit-ready documentation that reduces compliance risks and provides clear guidance for staff, resulting in 95% audit success rate.

User Training Manual Development

Problem

Complex software system requires user training materials, but documentation team lacks hands-on experience with advanced features and common user workflows.

Solution

Work with power users, trainers, and customer success managers who understand both system capabilities and user learning patterns.

Implementation

1. Identify experienced users and training staff as SMEs 2. Observe actual user sessions and training workshops 3. Document common user journeys and frequent pain points 4. Create role-based training materials with SME input 5. Test materials with SMEs and actual users before finalization

Expected Outcome

User-focused training materials that reduce onboarding time by 50% and improve user proficiency scores, leading to higher customer satisfaction.

Troubleshooting Guide Creation

Problem

Support team overwhelmed with repetitive technical issues, but existing documentation lacks comprehensive troubleshooting information and real-world problem-solving approaches.

Solution

Partner with senior support engineers and system administrators who have extensive experience resolving complex technical issues.

Implementation

1. Analyze support ticket patterns to identify frequent issues 2. Interview senior support staff about problem-solving methodologies 3. Document step-by-step troubleshooting workflows with decision trees 4. Include advanced diagnostic techniques and edge case solutions 5. Create feedback loop for continuous improvement based on new issues

Expected Outcome

Comprehensive troubleshooting documentation that reduces average resolution time by 35% and enables junior staff to handle complex issues independently.

Best Practices

✓ Establish Clear SME Expectations and Boundaries

Define specific roles, time commitments, and deliverables for SME participation in documentation projects to ensure productive collaboration and prevent scope creep.

✓ Do: Create written agreements outlining SME responsibilities, meeting schedules, review timelines, and communication preferences. Set realistic expectations for time investment and provide advance notice for all requests.
✗ Don't: Assume SMEs have unlimited availability or treat them as on-call resources. Avoid making last-minute requests or changing project scope without discussion.

✓ Prepare Structured Interview and Review Sessions

Maximize SME time value by conducting well-organized, focused sessions with clear agendas and specific outcomes to extract knowledge efficiently.

✓ Do: Prepare detailed questions in advance, share agendas beforehand, record sessions (with permission), and follow up with written summaries. Focus on specific topics per session rather than broad overviews.
✗ Don't: Wing it with unstructured conversations or try to cover too much ground in single sessions. Avoid scheduling back-to-back sessions without processing time.

✓ Create Multiple SME Touchpoints Throughout the Process

Engage SMEs at key project milestones rather than only at the beginning and end to ensure accuracy and catch issues early in the documentation development process.

✓ Do: Schedule regular check-ins during content creation, provide draft sections for incremental review, and maintain open communication channels for questions. Build in buffer time for SME feedback cycles.
✗ Don't: Disappear for weeks then present completed documentation for approval. Avoid overwhelming SMEs with massive documents requiring comprehensive review in short timeframes.

✓ Document SME Knowledge Transfer Methods

Systematically capture and organize SME insights using consistent methods to ensure knowledge is preserved and can be referenced throughout the project lifecycle.

✓ Do: Use standardized templates for capturing SME input, maintain detailed notes with attribution, and create knowledge repositories that can be accessed by team members. Record video sessions when appropriate.
✗ Don't: Rely solely on memory or informal notes. Avoid using different capture methods for each SME interaction, making information difficult to consolidate and reference.

✓ Build Long-term SME Relationships

Invest in ongoing relationships with key SMEs to create sustainable documentation processes and ensure continuous access to expertise for updates and new projects.

✓ Do: Recognize SME contributions publicly, provide feedback on how their input improved documentation outcomes, and maintain regular communication even between projects. Create SME networks within the organization.
✗ Don't: Treat SMEs as transactional resources or fail to acknowledge their contributions. Avoid burning out valuable SMEs with excessive demands or poor project management.

How Docsie Helps with Subject Matter Expert

Modern documentation platforms like Docsie streamline Subject Matter Expert collaboration by providing integrated workflows that make SME participation more efficient and productive. These platforms eliminate traditional barriers to expert involvement in documentation projects.

  • Real-time Collaborative Review: SMEs can provide feedback directly within documents using inline comments and suggestions, eliminating email chains and version control issues
  • Structured Review Workflows: Automated assignment and tracking of SME reviews ensures nothing falls through the cracks while respecting expert time constraints
  • Knowledge Capture Integration: Built-in templates and forms help documentation teams systematically capture SME insights using consistent, searchable formats
  • Multi-format Content Support: SMEs can contribute through various methods including video recordings, screen captures, and interactive sessions, accommodating different communication preferences
  • Version Control and Audit Trails: Complete tracking of SME contributions and approvals provides accountability and helps maintain documentation accuracy over time
  • Scalable SME Networks: Platform-based collaboration enables organizations to build and maintain relationships with multiple SMEs across different domains, creating sustainable documentation ecosystems
See How Docsie Can Help

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