Romancing the SME

The Art of Consultation

Lindsay Wood, Instructional Designer

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The first call is the deepest

First Call Goals Establish shared vision Determine SME motivation Learn SME history Position yourself as an ally Communicate your passion Share client goals

Consultation Calls Let the culture guide the medium Reshape vision and mission with each

call Foster the relationship Full disclosure Send follow up in writing

Managing crisis Don’t wait to communicate Avoid placing blame Genuinely commiserate Take on more than your role Strategically problem-solve Refer back to the vision Avoid deadline/task talk

End of Development Congratulate Appreciate Leave doors open

Types of SMEs

Reluctant SME

Attributes Cynical Misses deadlines Questions process Cancels meetings Avoids

communication

Response Flattery Redirection Pay attention to

detail Document Escalation when

necessary

Prehistoric SME

Attributes Oblivious and

apathetic to technology

Outdated methods Frustrates easily Expects more

Response Coddle Work in baby

steps Be flexible – even

if it means more work

Work through it

Emotional SME

Attributes Overwhelmed Cries or screams on

calls Blame IDs or

company Takes criticism

poorly Overreacts

Response Be gentle Validate feelings Avoid pushback Keep careful notes

of fears Bring in an ally

Busy SME

Attributes Holds many high-

level positions Cancels calls due

to lack of time Has difficulty

submitting deliverables

Response Work within their

means Be flexible Make manageable

to-do lists Avoid over-

ambition

Motivated SME

Attributes Eager and Excited Understands the

process Positive rapport Open to creativity Well-researched

Response Gratitude Validation Personal touch Build relationship Hands-off Enjoy