More Related Content Similar to Effective Interviewing of Subject Matter Experts (20) Effective Interviewing of Subject Matter Experts1. Effective Interviewing of
Subject Matter Experts
Making the information connection
Rich Maggiani
Solari Communication © 2008 Solari Communication.
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2. Interviewing is research as
a social act
So…
Be sociable
Take an interest in the person
you are interviewing
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3. Two Types of Research
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4. Recovery
Adds to your knowledge
Can be valuable in its own right
At one point, recovery depended
upon discovery
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5. Discovery
Sheds new light on a topic
Adds to the knowledge base
Much more valuable and
significant
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6. 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
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7. No two interviews are
ever exactly alike
since participants make
unique contributions
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8. The Trail Ahead
Prepare and plan
Establish a comfortable exchange
Let the SME talk
Actively listen
Guide the flow and content
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9. Our Characters
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© 2009 Solari Communication. All rights reserved.
11. Our SME:
Karl
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12. Establishes a Foundation
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14. 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
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15. Plans the Interview
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© 2009 Solari Communication. All rights reserved.
16. Plans the Interview
Does her homework
Designs questions
Writes questions
Orders them
Creates a schedule
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17. Does Her Homework
Reads existing related materials:
Technical
Promotional
Informational
Researches related materials
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18. 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
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19. 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?
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20. Writes Questions That Ask…
Only for relevant, factual,
specific information
For related information
One thought per question
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21. Orders Her Questions
Sequences her questions logically
Allows them to build on previous
questions and answers
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22. 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
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23. Keeps a Record
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24. Keeps a Record
Takes ample notes
Doesn’t let them distract though
Or records the interview
Asks for permission
Tests her recording device
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26. A Comfortable Exchange
Gets to know Karl beforehand
Drops by his office; checks it out
Looks for clues about his life
Introduces herself in person
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27. 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
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28. 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!
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29. Lets Karl Talk
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30. 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?”
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31. And Most Importantly,
She Listens!
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32. Ann Knows Listening
Is vital
Is difficult
Is active (not passive)
Requires mental effort
Because up to 90% of a message
is nonverbal!
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33. Knows Her Barriers to Listening
Thinks ten times faster
Hears noise, but must tune it out
Curbs overwhelming emotions
Doesn’t fidget
Is patient
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34. Knows His Barriers to Listening
Outside distractions: email, cell
phones, intercom
Interruptions
Shortage of time; hurrying
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35. Understand How Her
Behavior Is Perceived
So she listens with her:
Ears
Mind
Eyes
Heart
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36. 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
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37. She Listens with Her Mind
Maintains an alert mind
and an open mind
Empathizes
Is objective
Thinks analytically
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38. She Listens with Her Eyes
By observing Karl’s:
Body posture
Movements
Eyes
Facial expressions
‘Presence’
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39. She Listens with Her Heart
Analyzes feelings
Notices loudness of speech
Notices pace
Hears the tone
Feels the emotions
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40. 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…”
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41. When Listening, Ann Never…
Anticipates what’s coming
Interrupts
Finishes sentences
Criticizes or argues
Is biased
Stereotypes
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42. She Knows the Key to Effective
Listening Is To
SHUT UP!
No really, she stops talking
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43. She Learns to Tolerate Silence…
while waiting for the SME to respond.
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44. Ann Finds She Elicits…
Deeper thoughts
More consideration
Juicier facts
“I shouldn’t probably be telling you
this, but …”
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45. Guides the Flow and Content
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© 2009 Solari Communication. All rights reserved.
46. 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…”
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47. 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
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48. When Interviewing via Email
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© 2009 Solari Communication. All rights reserved.
49. 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
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50. 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
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51. 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
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52. She Knows What’s Missing
via Email
Tone of voice
Facial expressions
Body language
Eye movement
Remembers: she can always call
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53. Ends When Finished
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© 2009 Solari Communication. All rights reserved.
54. 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.”
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55. The Summit
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© 2009 Solari Communication. All rights reserved.
56. You’ve Reached the Summit
Prepared and planned
Established a comfortable
exchange
Let the SME talk
Actively listened
Guided the flow and content
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57. “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.
58. Contact me at…
Rich Maggiani
Communication Consultant
Solari Communication
137 Lost Nation, Suite 14
Essex, Vermont 05452
802.879.9330
rich.maggiani@solari.net
www.solari.net
© 2008. All rights reserved.
© 2009 Solari Communication. All rights reserved.
59. Blossoming Flowers
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© 2009 Solari Communication. All rights reserved.
© 2009 Solari Communication. All rights reserved.