E-Learning 1.0

Getting the Most from Your SMEs
By Kim Bernier, Kelli Buchanan, and Karen VanKampen

Research has shown that poorly designed or delivered training can actually make people more ignorant. One way for training departments to minimize this risk is to leverage relationships with subject matter experts. SMEs are the people who have the information training designers need for any given project. SMEs can be exemplary performers, supervisors, or even the end users of learning solutions.

Beware: Mismanagement of SMEs can have serious consequences. Your project may

• never be completed
• go over budget or be delayed
• result in training that lacks substance or, conversely, is too advanced for the target population
• create conflict between training and line management.

There are a number of possible reasons for those consequences; here are some of the more common ones:

• SMEs had no interest in the project (either because of a lack of incentive or a lack of buy-in to the project goals).
• SMEs had no time for the project (due to conflicts with regular work duties, deadlines, or personal schedules).
• The wrong SMEs were selected for the project (they lacked the necessary knowledge or weren’t star performers).

To avoid those common SME problems--and to get the most out of your SMEs--follow these ten key steps:

1. Identify the right SMEs for the task. Identify up front, in as much detail as possible, the characteristics you're looking for in your SMEs: skills, knowledge, attitude, and so forth. That will result in fewer mismatches and give you ammunition to turn away SMEs who may be proposed for political reasons. Keep in mind that the SMEs you choose should be consistent high performers. For example, in sales, good SME candidates may not be the top producers in any given month; rather, they are the people who produce to expected levels every month.
   
   You should also select people who actually perform the job tasks for which the e-learning solution is being developed, have time to devote to your project, and have a positive attitude about their work. If, after applying those criteria, you don't have enough SME candidates, supervisors or managers can serve as viable substitutes, as long as they are well versed in the day-to-day operations of the job for which the e-learning solution is being developed.

2. Clarify SME roles and responsibilities. Explain, as you select SMEs, exactly what you will need them to do, such as participate in interviews, be available for observations, describe realistic job scenarios, review e-learning storyboards, and test the e-learning solution. Also describe the importance of their role and how they fit into the project as a whole.

3. Explain what’s in it for them. Describe the goals of the project and how it will benefit them--for example, it will save time and money, streamline workflow, or boost their department’s productivity. Be sure to communicate personal benefits as well, such as the chance to network with other experts in the organization, to have their opinions valued, to be among the first to try out new software or equipment, and so forth.

4. Make SMEs part of your project team. SMEs often are viewed only as information resources. But by involving them as team members from the very beginning of your project, you will help foster a sense of shared success. To help make SMEs feel like part of your team, keep them apprised of the project’s progress; invite them to such team events as lunches or milestone meetings, and openly discuss schedule updates and expectations.

5. Communicate process phases and time estimates for SME involvement. Non-developers may not understand what happens in each phase of e-learning needs analysis, design, and development; or time required for each phase. That lack of awareness can cause problems when SMEs schedule other work or make personal plans that conflict with your project timeframe. To avoid this conflict, be sure to communicate early which SMEs will need to be involved, along with time estimates. Your project will be more likely to stay on track and SMEs will experience less stress from conflicting schedules and priorities. Also, don’t forget to keep your SMEs informed of schedule updates.

6. Help SMEs describe with the needed detail level. Exemplary performers often have a difficult time describing the specifics of what they do because each step is so internalized that they rarely think about what they’re doing. Your task is to ask the right questions that will get down to the detail level needed to train others to perform with a similar degree of competence. Identifying those questions up front can help minimize the frustration of your SMEs. Offering examples of the type of detail you're looking for also can prove helpful.

7. Have SMEs review instructional content and initial storyboards. Ask SMEs to review the instructional content while it's still in paper form to ensure its accuracy and clarity. Then, before investing in programming, give SMEs an opportunity to review the initial e-learning storyboards. Ask your SMEs for input on the template layout, navigation controls, and perceived ease of use.

8. Have SMEs review content online. After your e-learning solution has been programmed, ask SMEs to review the online version. This time, the review should focus on how the information on each screen has been chunked and whether graphic elements were used appropriately. To ensure that SMEs (and, for that matter, your learners) complete the instruction from beginning to end, consider locking down the content by requiring linear navigation the first time users access the e-learning solution.

9. Ask SMEs to test the e-learning solution. Before trying out your solution on the target population, ask your SMEs to test it. That will help ensure that the program works as intended, all hyperlinks are active, back-end reporting mechanisms are functioning, and so forth.

10. Reward your SMEs for success. Close out your project by recognizing the contributions of all your team members, including your SMEs. For example, try a thank you note, a celebratory meal, a letter from upper management, or a mention in the company newsletter. Those small touches can go a long way in forging a healthy relationship between trainers and frontline staff.

These practical tips are based on lessons we've learned from working with countless SMEs over the past 10+ years. We hope that they help you foster a mutually beneficial working relationship with your SMEs.

 

SMEs' review checklist What you should look for during your review: Yes No Are the instructions for completing the course clear? Yes No Is the instructional content accurate? Yes No Is the instructional content relevant to the target audience? Yes No Are the examples or practice scenarios realistic and representative of day-to-day situations? Yes No Is there enough information to absorb on each screen (not too little and not too much)? Yes No Do the graphics enhance, not detract, from the content on each screen? Yes No Is it easy to navigate through the course? Yes No Are all the links functioning? Yes No Is it easy to access the information you need at any point in time?

Published: July 2002