How do you extract knowledge from a busy or uncooperative subject matter expert?
To extract knowledge from a busy SME, minimize the effort required from them. Record them performing the task instead of asking them to write documentation. Use screen recording tools to capture their workflow, then convert the recording into a structured SOP. Schedule short, focused sessions instead of long interviews.
Why are SMEs difficult to document?
Subject matter experts are usually the busiest people on the team. They're the ones solving urgent problems, not writing documentation. Common blockers:
- Time pressure — "I'll document it when things slow down" (they never do)
- Curse of knowledge — Experts skip steps that feel obvious to them but confuse everyone else
- Writing resistance — Many SMEs are skilled practitioners, not skilled writers
- Perceived low value — They see documentation as administrative work, not strategic work
What techniques actually work?
The most effective approach: don't ask the SME to write anything. Instead, capture their knowledge through observation.
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Record, don't interview — Ask the SME to perform the task while Glyde captures every click, navigation, and input. This takes exactly as long as the task itself — no extra time.
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Use the 15-minute rule — Schedule 15-minute sessions, each covering one specific process. Short sessions get accepted; hour-long "knowledge dump" meetings get rescheduled indefinitely.
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Ask "show me" not "tell me" — Instead of asking an SME to explain how they do something, ask them to do it while you watch and take notes.
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Draft and validate — Write the first version yourself based on recordings and observations, then have the SME review it for accuracy. Reviewing is faster and easier than creating.
| Approach | SME Time Required | Documentation Quality |
|---|---|---|
| Ask SME to write it | 2-4 hours (if they do it at all) | Variable |
| Long interview session | 1-2 hours | Misses hands-on details |
| Record + draft + review | 20-30 minutes total | High — captures actual workflow |
This answer is part of our guide to capturing and preserving team knowledge.