Why subject matter experts can't write user documents
People often ask whether someone who writes documentation should be a subject matter expert (SME). This article shows why it is often better to use an outsider.
If the SME is skilled in producing documentation, then the time needed to produce the documentation will be slightly reduced, because the author would not need to learn new ideas and concepts.
The main danger of using SMEs to write documentation is that because they are so familiar with the terminology (jargon), assumptions, and shortcuts in the subject area, they forget what it is like to be new to the subject. They make logical jumps that non-experts do not understand. They don't state things that are 'obvious', forgetting that the intended audience does not perceive the 'obvious'. Even SMEs who are also experienced authors have to remind themselves constantly of this.
A major advantage of using authors who are not SMEs arises when the intended readers are not experts. These authors are likely to make the same mistakes and assumptions as the audience, and they are likely to ask the same 'stupid questions' that the intended audience will ask. Capture these mistakes, assumptions and questions, and you are well on your way to improving the quality of documentation and reducing calls to your helpdesk.
A research report commissioned by the Consumer Affairs Directorate of the DTI states on a related matter, "A writer who is initially unfamiliar with the product will be in the best position to take into account the needs of a first time user." Jeanette Croft & Freda Harris, Writing safety instructions for consumer products, The Qualitative Consultancy, November 1998. URN 96/768.
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