In this webinar, expert Tim Buteyn will give you some scenario-specific strategies on how to get things back on track with your SMEs when things have gone south… and he’ll cover the basics of building and managing successful working relationships with your SMEs, so you can minimize similar problems in the future!

5. HOW TO
AND KEEP
your training project on track

6. www.ThinkingKapLearning.com

7. Multiple SMEs are sending their
feedback at different times and in
different formats.
You’re struggling to keep track of
requested changes and review cycles
are taking longer than expected.
Has this ever happened to you?

8. What We’ll do Today
EXPLAIN the role of the Subject Matter Expert
in your training project.
LIST some common challenges of working with
Subject Matter Experts.
IDENTIFY mitigation strategies to help minimize
the impact of these challenges when something
goes wrong.
DISCOVER proactive strategies to help build and
manage successful SME relationships.

9. MANAGING SME
RELATIONSHIPS
COMMON
CHALLENGES

10. Process Content
SME Availability/
Engagement
What are some common challenges?

11. SME Availability/Engagement
• SME is too busy
• Out of the office
• Not responsive
• Disinterested

12. Process
• SME has unrealistic expectations
• SME tries to dictate course design
• SME doesn’t provide clear and
actionable feedback
• Multiple SMEs

13. Content
The SME:
• Wants to include EVERYTHING
• Has all the content in their head

14. ROLES &
RESPONSIBILITIES
MANAGING SME
RELATIONSHIPS

15. Instructional Designer and SME Roles
Gathers and organizes content
Instructional Designer
Develops course materials or
provides instructions to
development team
Determines how to deliver
content and assessments
Helps clarify course/module
objectives
Subject Matter Expert
Ensures accuracy of course
materials and assessments
Shares knowledge and expertise

16. Roles & Responsibilities
Everyone involved in a training
project should understand their
responsibilities and how they fit into
the overall process.

17. MANAGING SME
RELATIONSHIPS
WHEN SOMETHING
GOES WRONG

18. Scenario 1
The SME insists on including
EVERYTHING.
The SME wants to impart as much
knowledge and experience in the training as
possible…they see it as a “brain dump.”

19. What to Do in this Situation
• Explain why it’s important to reduce the content.
• Acknowledge the SME’s contribution and depth
of knowledge.
• Identify areas to cut and provide a rationale.
• Suggest alternative ways to provide the
information.
• Focus on the needs of the learner.

20. Scenario 2
The SME is not meeting review deadlines.
Prolonged reviews are causing the project
timeline to slip and resulting in unnecessary
rework.

21. What to Do in this Situation
• Always follow up when the SME misses a
deadline.
• Find out why the SME missed the deadline.
• Consider increasing review times or finding the
SME help.
• Try gathering feedback in scheduled review
meetings.
• Be very clear about deadlines and the
consequences of missed deadlines.

22. Scenario 3
The SME wants to make more changes.
You’re stuck in a perpetual review cycle
because the SME keeps requesting
additional changes.

23. What to Do in this Situation
• Make sure the SME understands that the
additional reviews are out of scope.
• Explain the impact of the requested changes on
the timeline.
• Consult with the SME to identify the critical
changes and address only those.
• Consider keeping track of non-critical changes to
address later.
• Find out where the additional requests are
coming from.

24. Scenario 4
The SME is unresponsive.
There are gaps in your content and modules
that need to be reviewed, but you can’t
get any traction because your SME is
ghosting you.

25. What to Do in this Situation
• Find out why they’re not responding so you can
determine the best course of action.
• Try to contact the SME directly multiple times
before getting your PM involved.
• Try contacting them via email and by phone to
cover your bases.
• Don’t be demanding but let them know their input
would be helpful in planning the next stage of the
project.

26. Scenario 5
The SME is resistant to change.
Your suggestions for new activities,
resequencing content, etc. are rejected by
the SME because they are happy with the
current materials.

27. What to Do in this Situation
• Acknowledge the value of the work they have
done.
• Acknowledge their value as a subject matter
expert.
• Let them know what you bring to the table as an
instructional designer.
• Show them examples of the kinds of changes
you are proposing.
• Confirm the SMEs role: are they an approver?
Act accordingly.

28. Scenario 6
There are too many SMEs in the kitchen.
Feedback coming from multiple SMEs is
causing conflict and confusion, and sorting
through it is causing delays.

29. What to Do in this Situation
• Meet with SMEs to discuss the importance of
timely and actionable feedback.
• Set the expectation that feedback received after
the deadline will not be incorporated.
• Appoint a lead SME to resolve conflicting
feedback items.
• Agree on a single feedback format to increase
efficiency and prevent something being missed.
• Suggest SMEs meet as a group to document
their collective feedback.

30. Scenario 7
The SME does not provide actionable
feedback.
Although the SME reviews your storyboard
in record time, they provide very little
actionable feedback.

31. What to Do in this Situation
• Address the issue right away, so it doesn’t
impact the timeline.
• Address the feedback items you can, and make
notes about the rest.
• Set up time to discuss the feedback.
• Let the SME know you want to discuss their
feedback so you can get the changes right.
• Explain why detailed and actionable feedback is
important.
• Remind them in your next review request, and
schedule a review meeting if necessary.

32. Scenario 8
The SME is trying to dictate course
design.
Your SME has already made key decisions
about the course design before you even
hold the kickoff meeting, or wants to include
approaches or technologies that aren’t
appropriate for the content or audience.

33. What to Do in this Situation
• Don’t just go with the flow.
• Acknowledge the SME’s contribution and
reiterate your role in the process.
• Assure them that they will get a say in the final
solution.
• Provide examples of options and educate them
about the pros and cons of each option.
• Make sure key stakeholders weigh in.

34. Scenario 9
The SME has unrealistic expectations.
The SME wants to create an elaborate
choose-your-own-adventure using
professional quality video, but the budget
won’t allow it.

35. What to Do in this Situation
• Educate the SME.
• Talk about options that fit their budget
and timeline.
• Provide examples.
• Ask for their input on how to make more
budget-friendly options work with their
content.

36. For additional details and tips on how
to handle some more common
situations, check out our takeaway
resource.
There’s more….

37. MANAGING SME
RELATIONSHIPS
BE PROACTIVE

38. Being Proactive Reduces the Risk
Be Prepared Set Clear
Expectations
Be Respectful Communicate

39. Be Prepared
• Learn about your SME to
help build rapport
• Review the topic/
existing materials
• Document your questions

40. Set Clear Expectations
• Roles & responsibilities
• Time commitment
• Deadlines & deliverables
• Review requests

41. Be Respectful of SMEs’ Time
• Your project is not their primary
focus
• Don’t ask them do to
something you could do
• Find out their communication/
work preferences
• Thank them regularly

42. Communicate
• Communicate clearly and regularly
• Provide regular status updates
• Send out meeting summaries and
action item lists
• Communicate changes to timelines
and deliverables

43. Being Proactive Reduces the Risk
Be Prepared Set Clear
Expectations
Be Respectful Communicate

44. MANAGING SME
RELATIONSHIPS
SUMMARY

45. What We Covered Today
The importance of establishing the roles and
responsibilities of the SME in a training project
Common challenges you might encounter when
working with SMEs
What you can do to help minimize the impact
when something goes wrong
Proactive strategies to help you build and
manage successful SME relationships

47. eBook
Download
www.ThinkingKapLearning.com/resource
s/manage-sme-relationships/

48. Q & A

49. eBook Download
www.ThinkingKapLearning.
com/resources/manage-
sme-relationships/