It's a given that accurate content is key to developing effective courseware that results in a successful training initiative. But how do you collect pertinent, detailed information for a system that is as expansive (and frequently evolving) as SAP?

Most SMEs realize that they will be required to budget time for you into their schedule at some point. However, their willingness to do so, and their cooperation in general, will be strongly impacted by the way you value and utilize their time. This tip offers some pointers on making the most of your limited time with your SMEs. 

1. Communicate
Introduce yourself to the SMEs with whom you will work. Let them know from the onset what your schedule is and approximately when you will be ready to work with them. This will help them plan their time.

2. Research
Research all you possibly can on your own. When you have exhausted all the resources at your command, construct a brief summary of your understanding of the process or function. If time is limited, the SME can simply review the summary and make corrections as needed.

3. Review
Review your summary and make a list of the questions you still have about the transactions or processes. Process flows can be very helpful here.

4. Schedule
Schedule an interview appointment with the SME. Let the SMEs know how much time you will need during the interviews, so they can schedule accordingly. Give them enough notice to comfortably accommodate you in their schedules. Stay strictly within the time constraints set for the interviews. If you respect their time and schedules, they will be more open to making additional time for you as needed.

5. Confirm
Confirm your appointment with an email or phone call. It is a good idea to give the SMEs the list of topics and questions you have at the time you schedule the appointment. This gives them time to think about their answers or even conduct research in quiet moments. You may also want to provide your research summary.

6. Prepare
Have your notes and questions organized when you go to the interview. It is best to have a screen cam program that can capture screens, keystrokes, and steps. This program may be an elaborate training tool like Pete Owens describes in his article "Making the Leap: How to Enhance Your Company's SAP Training Program with Simulation Tools" in this issue, or it may be one of the rudimentary and less expensive programs. If you are working on a computer with a sound card and microphone, you can also capture the discussion. If you do not have the ability to capture sound, you may want to bring a recorder. The least efficient tool is a pen and paper, but even so there is truth to the old adage that "The shortest pencil in the world is better than the longest memory in the world". This tool is extremely useful for helping you remember what the SME showed you, as well as for communicating the concept to those you train.

7. Interview
Let the SMEs know how much you value their time. Arrive on time for the interview. Stop promptly as scheduled. If you have not completed your interview, schedule a follow-up meeting.


8. Develop
Now that you have collected all the information you need, you can begin to develop the training materials. As you progress, you are bound to have questions along the way. You may need to send an occasional email to the SME, or even schedule a brief meeting. Remember to keep your questions brief and to the point.

9. Verify
Since configuration and processes change frequently, when the "go live" date is imminent, ask the SME to review small segments of video or process flows, to verify that these have not changed.

SMEs are not easy to track down. They are an "everybody wants a piece of me" species that tends to fear vague and needy demands. Since your success in developing training is largely dependent upon your ability to gather information from SMEs, doesn't it make sense to have a plan to manage them just as you would any other training resource? We think so. Hopefully this tip sheet will help you to make better use of the SMEs on your project, and in turn, make them allies of your training initiative.

Cheryl A. Cave, Managing Editor, SAPtips. Cheryl has acted as project manager for several multi-million dollar SAP training initiatives throughout North America. She has been in I.T. management for more than fifteen years, including data-center management, project management, change management, systems analysis, data modeling, quality management, and business process reengineering. The bulk of her career has centered on Information and Training design and delivery.