Effective Interviewing of Subject Matter Experts

Effective Interviewing of Subject Matter Experts Making the information connection Rich Maggiani Solari Communication © 2008 Solari Communication. © 2009 Solari Communication. All rights reserved. All rights reserved.

Control the Dynamics of the Interview Control the amount and accuracy and completeness of the information you receive Control content, pace, and tone Keep a positive attitude Create a positive climate © 2009 Solari Communication. All rights reserved.

Holds a Kick-oﬀ Meeting Establishes the importance of the project Outlines a process for the project Sets a timeline Explains specific goals and objectives © 2009 Solari Communication. All rights reserved.

Designs Questions that… Elicit facts, anecdotes, and opinions that add a meaningful dimension Uncover facts she must know Are closed-end with brief, specific answers Avoid potential vague ramblings Avoid sensitive information © 2009 Solari Communication. All rights reserved.

Writes Open-ended Questions Who is the intended audience? What must they know? When would they use the software? Where do they enter information? Why run this process? How does this feature work? © 2009 Solari Communication. All rights reserved.

Schedules the Interview An amount that can be absorbed and discussed in a period of time One meeting with a time limit, or a series of meetings States a specific purpose: knows what she wants to walk away with? Tells Karl ahead of time © 2009 Solari Communication. All rights reserved.

A Comfortable Exchange Connects; put him at ease Begins with small talk, about him Then some easy-to-answer warm-ups Gives ample prompts and encouragement © 2009 Solari Communication. All rights reserved.

A Comfortable Exchange Is respectful, but not deferential Bad attitude? Considers rescheduling Superiority complex? Ignores it Smiles politely, curses silently to herself, and continues Perhaps it’s because he doesn’t know! © 2009 Solari Communication. All rights reserved.

Lets Karl Talk Asks general questions: “How do you feel about the software?” Asks closed-end questions: “How long have you worked on this project?” Asks pointed open-end questions: “How do users most benefit?” © 2009 Solari Communication. All rights reserved.

She Listens with Her Ears Has an alert body with an open posture Uses expressive gestures Makes welcoming facial expressions Maintains eye contact Keeps a comfortable distance © 2009 Solari Communication. All rights reserved.

She Listens How Words Are Said Ann: “Tell me what you think about this new feature?” Karl: “Yeah, that was a great idea!” “Yeah, that was a great idea…” © 2009 Solari Communication. All rights reserved.

Guides the Flow and Content Structures the interview: bell curve Keeps to planned questions Rephrases for complete understanding Derails the tangents: “Um, excuse me Karl. That’s an interesting story; we still have much to cover…” © 2009 Solari Communication. All rights reserved.

Guides the Flow and Content Doesn’t impose your view: Not: “So, method A is best then?” Rather: “So, which method is best?” Challenges assumptions Clarifies Probes skillfully © 2009 Solari Communication. All rights reserved.

When Interviewing via Email Writes: pointed questions: no repartee Short, formal, to the point Arranges logically and thoughtfully Makes sure they solicit the information you want © 2009 Solari Communication. All rights reserved.

Know Interviewing via Email Is careful, cohesive, coherent so as not taken the wrong way Takes time to think out a response To-the-point responses, no ramblings © 2009 Solari Communication. All rights reserved.

When Interviewing via Email Writes specific subject lines Knows responses can take awhile Requests a receipt to ensure arrival Reminds politely when late Saves emails for future reference © 2009 Solari Communication. All rights reserved.

Ends When Finished Summarizes what she has learned Assigns action items Enables follow-up, clarifying questions “Is there anything else I need to know?” “Well then, thanks so much for your time.” © 2009 Solari Communication. All rights reserved.

“Everyone has a role in the world, and who is to say which role is more worthy or admirable than any other. Since every person I’ve interviewed has lead a life unique to them, they have something to say about the world that I couldn’t get from anyone else.” –Sebastian Junger, Welcome Stranger © 2009 Solari Communication. All rights reserved.

Contact me at… Rich Maggiani Communication Consultant Solari Communication 137 Lost Nation, Suite 14 Essex, Vermont 05452 802.879.9330 877.879.9330 rich.maggiani@solari.net www.solari.net © 2008. All rights reserved. © 2009 Solari Communication. All rights reserved.

Effective Interviewing of Subject Matter Experts

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