An interview is a cooperative exchange of information through words and body language. Your ability to interview well is often crucial to your success in gathering the content information you need.

A successful interview requires advance planning, a degree of trust between the interviewer and the interviewee, and some degree of investment in the success of the interview from both parties.

Conducting a Successful Interview

Before You Go:

• Think about why the SME (subject matter expert) should care about the interview outcome.
• Show your respect for the SME's expertise. Learn what you can before you come.
• Think about the SME's probable preconceptions. Be aware that she may feel that time spent with you comes at the expense of other important work.
• Plan the length and location of the interview. Do your best to respect the SME's time.
• Plan a list of questions, including both open-ended questions that will elicit overview information and explanations, and closed-ended questions that will elicit specific information that you need. Keep your list of questions flexible, but put them in a logical order, and make sure they are clearly worded.

During the Interview:

Use the first few minutes to build trust. Show your appreciation for the SME's time and knowledge.

• Concentrate on what you hear, making an effort to listen, understand, and remember.
• Ask questions to reinforce your comprehension and memory.
• Listen for main ideas.
• Restate main points periodically.
• Watch for nonverbal messages.
• Keep your own nonverbal messages positive.
• Provide clear feedback.
• Use the final minutes to say thank you, to summarize, and to confirm any future plans. Ask the SME if there is anything he or she would like to share that hasn't yet been discussed.

After the Interview:

• Review your notes carefully and thoroughly, while your memory is fresh, so that you're less likely to need clarification later.
• Keep any promises you made during the interview or about the results of the interview.
• Send a thank-you note, if appropriate. Let the SME's manager know how helpful the interview was, if appropriate.

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