See the wood for the SMEs
A great pair of entries from Ryan Tracey (@ryantracey) on the nature of the SME. This discussion leads us into the territory of “Unconscious Competence” as pioneered by Gordon Training International. Thanks to Ryan for sharing these gems.
In my previous blog post, Everyone is an SME, I argued that all the employees in your organisation have knowledge and skills to share, because everyone is an SME in something.
Sometimes this “something” is obvious because it’s a part of their job. For example, Sam the superannuation administrator is obviously an SME in unit switching, because he processes dozens of unit switches every day.
But sometimes the something isn’t so obvious, because we’re either too blind to see it, or – Heaven forbid – our colleagues have lives outside of the workplace.
Consider Martha, the tea lady. Obviously she’s an SME in the dispensation of hot beverages. That’s her job.
But dig a little deeper and you’ll discover that she’s also an SME in customer service and relationship management. That’s her job, too.
Oh, and she speaks fluent Polish and Russian.
May I also introduce you to…
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