Every great eLearning project is built on collaboration. But if there’s one partnership that can make or break the process, it’s the one between Instructional Designers and Subject Matter Experts (SMEs).
SMEs are the guardians of knowledge, the people who know exactly what needs to be taught. Yet that deep expertise can sometimes make it difficult to decide what belongs in the course and what doesn’t. They live in the details. We live in design.
When those two worlds collide without structure, projects stall. You end up with content overload, missed deadlines, or modules that read more like manuals than learning experiences.
Working effectively with SMEs isn’t about collecting information – it’s about curating collaboration. It’s knowing how to guide your experts so their insight becomes a story learners can actually follow, not just a wall of words.
Here’s how to transform the process from content chaos to a creative partnership.
1. Start with Purpose, Not Paperwork
Before you open a folder or share a template, start with a conversation.
Ask your SME:
- Why does this learning exist?
- What needs to change in behaviour or performance?
- What do people often get wrong about this topic?
- What does success look like after training?
This resets the tone from “Give me everything you’ve got” to “Let’s define what matters most.”
It also helps SMEs connect emotionally to the outcome. When they understand the why, they become advocates for focus rather than encyclopaedias of information.
A simple question can save hours of rewriting later:
“If learners remember just three things, what should they be?”
2. Define Roles and Responsibilities Early
Set clear expectations from day one. SMEs are not content suppliers, they’re partners in the learning journey.
At the project kickoff, outline:
- Your process (analysis → design → build → review).
- The decisions you’ll lead (structure, flow, learning approach).
- What you need from them (expertise, examples, validation).
- When and how reviews will happen.
This early alignment avoids later tension over who owns what. It also demonstrates professionalism, you’re not just there to “make slides pretty”; you’re there to design learning that works.
A quick, one-page SME guide or timeline can make a world of difference. Include milestones, what’s expected at each stage, and your contact details. Clear communication upfront sets the tone for respect and trust.
“When SMEs see you have a process, they relax and start collaborating instead of controlling.”
3. Prepare Smartly for Each Meeting
Walking into a meeting with a blank page is like walking into a beehive without a plan, it gets messy fast.
Before each session, prepare:
- A draft outline or content map showing what you already understand.
- A few targeted questions to clarify grey areas.
- Examples of how complex topics might be simplified visually or interactively.
For example, instead of asking:
“What should we include about this process?”
Ask:
“Would this topic be clearer as a step-by-step flowchart or short scenario?”
This kind of question keeps SMEs thinking about learners, not documents. It also gives them confidence that you understand their world and are shaping it for the audience, not dumbing it down.
4. Filter, Don’t Force
One of the hardest parts of the job is knowing what not to include. SMEs often worry that if something isn’t in the course, learners won’t know it, but that’s where your instructional design expertise shines.
Use the Need-to-Know vs. Nice-to-Know rule:
| Category | Definition | Where it Belongs |
|---|---|---|
| Need-to-know | Essential for understanding or compliance | In the core course |
| Nice-to-know | Adds context or background | Linked as optional resource |
| Deep reference | Useful for advanced learners or specialists | External documents or downloads |
Frame it positively:
“That’s valuable insight, let’s include a link so learners who need more detail can explore it further.”
This approach respects their expertise while keeping your course lean and learner-centred.
5. Translate Expertise into Experience
SMEs are subject experts; you’re the experience expert. They may provide lengthy paragraphs or dense technical descriptions, but your job is to make that content do something for the learner.
For example:
- Turn policy text into an interactive decision point.
- Transform data into a visual infographic.
- Replace explanations with short video demonstrations or dialogue-based examples.
One of our favourite approaches is to use scenarios, short, relatable moments that show learners what those rules, processes, or policies look like in action. “Information tells. Experience teaches.”
When SMEs see their content come alive, they quickly understand the value of collaboration. It’s not about cutting content, it’s about making it meaningful.
6. Write with Warmth and Clarity
Technical accuracy is important, but clarity always wins. SMEs are trained to be precise; learners need simplicity. Your role is to bridge that gap.
Tips:
- Use plain English where possible.
- Write in active voice (“Do this…” not “This should be done”).
- Replace definitions with real examples.
- Break content into short paragraphs or steps.
- If a phrase doesn’t sound like something a person would say aloud, it probably needs rewriting.
“Writing for eLearning means writing for understanding, not for record-keeping.”
7. Show Progress Visually
SMEs often struggle to visualise what eLearning will look like until they see it. Instead of waiting until the final build, show early samples, even sketches or mock-ups help.
Use:
- Storyboards to show structure and flow.
- Sample screens or Rise blocks to illustrate layout.
- Short preview videos to demonstrate animation or tone.
This helps avoid endless back-and-forth about content structure. It also builds excitement, they can see their work transforming into something real.
You might say: “Here’s how your content could look in the module, notice how the example reinforces the key point?”
This approach builds buy-in and keeps your SME engaged, not just informed.
8. Manage Feedback with Boundaries and Grace
Every designer knows the dread of receiving SME feedback that says, “Can you just move this sentence up a bit?”
To keep reviews efficient and focused:
- Provide a structured review guide or checklist.
- Request feedback in context (within Review 360, or using tracked comments).
- Clarify that SME feedback should address accuracy, not aesthetics.
If you receive subjective feedback, redirect gently:
“That’s a great suggestion – I’ve designed it this way to align with accessibility and visual flow. Would you like me to explain the rationale?”
The goal is to protect your design integrity while maintaining a respectful tone.
9. Keep Communication Consistent
SME relationships work best when they feel guided, not chased.
Keep updates regular and predictable:
- Send short, friendly progress summaries after milestones.
- Use one communication channel (e.g., Teams or email threads) to avoid confusion.
- Document decisions – a simple “as agreed on” recap avoids future misalignment.
If timelines slip, address it early. Most SMEs appreciate transparency more than surprises.
“When you communicate with clarity and consistency, SMEs start to mirror your professionalism.”
10. Build Empathy and Trust
Behind every SME is a busy professional trying to fit this work around their day job. They might be a compliance manager juggling audits or a subject expert working nights to get material across.
Acknowledge that. Thank them regularly. A small gesture like sharing early learner feedback or letting them know their content helped improve engagement goes a long way.
“Empathy doesn’t slow projects down, it speeds them up because it builds goodwill.”
When SMEs feel valued, they become lifelong allies. Many of B Online Learning’s strongest collaborations have grown from SMEs who’ve worked with us once and requested us again, precisely because they felt heard and respected.
11. Keep Improving Together
The SME relationship doesn’t end when the course goes live.
Schedule a short debrief:
- What worked well in this process?
- What can we streamline next time?
- How did learners respond?
Share completion data, positive learner feedback, or quotes from evaluations. It closes the loop and helps SMEs see the impact of their contribution.
“Learning design is never one-and-done and neither is collaboration.”
Final Thought
Working with SMEs is both an art and a strategy. It’s about structure, empathy, and clear communication, the same elements that make great learning design.
When you move from collection to collaboration, you’ll discover that your SMEs are not obstacles, they’re partners in making content meaningful.
If you want to learn how to structure content, collaborate confidently, and design courses that flow from idea to outcome, join our eLearning Design Essentials Workshop, where we turn practical strategies like these into real design skills you can apply straight away.
