Stop Chasing SMEs: Build Better Collaboration and Better Docs

Traditional documentation workflows often rely on technical writers repeatedly reaching out to SMEs for information, waiting for responses, and managing disconnected review processes.

According to Annie, this model creates transactional relationships that leave both writers and SMEs frustrated.

Instead of treating SMEs as information sources to be tapped when needed, organizations should build collaborative systems that:

• Create shared ownership of documentation
• Encourage proactive knowledge sharing
• Reduce documentation bottlenecks
• Improve content quality and accuracy
• Strengthen cross-functional relationships

The session focused on three critical shifts that can help teams achieve these outcomes.

Key Takeaways

1. Move from Information Extraction to Partnership

One of the biggest challenges in documentation is that SME interactions are often transactional.

Annie emphasized building true partnerships by helping SMEs understand why documentation matters, who it’s for, and the impact it has on customers and the business.

When SMEs see how documentation improves user experience and reduces support needs, they’re more likely to engage.

Technical writers also play a key role as user advocates, bringing customer needs and feedback into the documentation process.

2. Replace Unstructured Requests with Guided Contributions

Documentation delays often result from broad, open-ended requests that require significant effort from SMEs.

Annie recommends making reviews easier by sharing drafts, asking specific questions, proposing workflows or diagrams, and requesting targeted feedback.

The simpler it is for SMEs to respond, the faster and better the feedback.

3. Build Documentation into Existing Workflows

Documentation should be embedded into product, engineering, and support workflows, not treated as a separate activity.

By participating in planning, feature discussions, demos, releases, and customer feedback, writers can gather information early and make documentation a continuous, proactive part of the product lifecycle.

The Role of AI in Modern Documentation

The webinar also explored AI’s impact on documentation.

While AI can speed up draft creation, Annie emphasized that it cannot replace the expertise of technical writers.

Relying on SMEs to validate AI-generated content increases review effort and can affect quality.

Instead, writers should use AI as a support tool while continuing to ensure accuracy, clarity, structure, and a strong focus on user needs.

If you missed the live session or want to revisit the discussion?

Watch this recording to learn how to build stronger SME relationships, create more effective documentation workflows, and transform technical writing from a reactive function into a strategic organizational capability.

About the Speaker

Annie Zempel is the Vice President of Technical Communications at Graylog, where she leads teams responsible for creating and managing content for a global user base of security practitioners. With over 15 years of experience in technical communications, she has worked across technical documentation, knowledge base strategy, and e-learning development. She began her career as a technical writer supporting cybersecurity teams within the Department of Defense and has since built and led content teams, developed internal and external knowledge systems, and driven scalable content strategies that improve both user experience and organizational effectiveness.