How do you get information to document when there is resistance? One of the many reasons comes from not understanding the importance of documentation. There are also those who are not used to having documentation. They were trained by others so why waste time to put it down on paper? They do not understand the need for it nor why you want to know. They need to understand that documentation is way of archiving information.
How do you get others to share information?
You need to identify with them and acknowledge their fears and questions and make sure they understand you are there to document procedures and processes so that no knowledge is lost and that ownership is recognized and that no consequences will occur because of inaccuracies.
What if they are hesitant because some of the information they give you may not be correct?
Let the information providers know that their knowledge is needed for company improvements and growth. Assure them that everything will be double checked to ensure that what is written by the writer is correct and that any inaccuracies will be on the writer and not the respondent. Assist them by first coming up with an outline or a diagram or flow chart and then have them help you fill in the blanks or make changes.
There are those also, who worry about job security. Are you going to use it against me?
Be aware of how they perceive you. During a meeting you could compliment them for a task or for some knowledge that they did impart to you. Show them you respect them for their knowledge and that you are only there to learn and nothing more.
What if they feel as if you want to change the process that they began and you want to take their ownership away and reduce their status?
Assure them that you’re just documenting processes so that no one will veer from their original procedure and that they are respected for their knowledge. Ask them questions, such as how they think a process could be improved or what they think are the current benefits and drawbacks. Make them feel important.
Sometimes it’s because they just don’t like to answer questions. How can you meet with them if they are always busy?
Analyze the situation, listen, and decide on the best approach to take for meeting with them. While getting coffee, ask how their day is going, be interested in them, and try to find some common ground. Try using the same method while walking into a meeting or while leaving work. Anytime you run into them, start up a conversation unrelated to work. Or, you could make sure your desk is near the most resistant SMEs (Subject Matter Experts).
There are many other reasons as to why you cannot get certain information. Persistence is the key and understanding the work environment is another. But no matter what they are, you have to break down those barriers and get the information you need. Treat them the way they would like to be treated or the way you would like to be treated. Also, get management to support your work and make sure they introduce you to others so that the individuals know you are there because of management.
The bottom line is you need to have an effective, direct, and everyday interaction with these individuals.
Gail Zack Anderson, President of Applause, Inc., has nearly 20 years experience in training and coaching. She
provides individual presentation coaching, and leads effective presentation workshops and effective trainer workshops.
Theresa Pojuner is a Documentation Specialist with over 20 years of writing experience and is skilled in many areas of documentation, for example, Style Guides, Training Manuals and Test Cases, wth a specialty n Technical Writing and Procedures.