I’m a business analyst, and a big part of my job involves working with engineers and product managers to gather detailed, in-depth information. For reasons I don’t fully understand (though I have my theories), I often find that engineers, in particular, seem oddly reluctant to share the information I need. This makes the process more challenging than I’d like. Does anyone have tips or tricks for building trust with engineers to encourage them to share information more willingly and quickly?
EDIT: Here's a summary with more details for those who requested more info: I’m working on optimizing processes related to our in-house file ingestion system, which we’ve been piecing together over time to handle tasks it wasn’t originally designed for. The system works well enough now, but it’s still very much a MacGyver setup—duct tape and dental floss holding things together. We got through crunch time with it, but now the goal is to refine and smooth everything out into a process that’s efficient, clear, and easy for everyone to follow.
Part of this involves getting all the disparate systems and communication silos talking to each other in a unified way—JIRA is going to be the hub for that. My job is to make sure that the entire pipeline—from ticket creation, to file ingestion, to processing and output—is documented thoroughly (but not pedantically) and that all teams involved understand what’s required of them and why.
Where I’m running into challenges is in gathering the nitty-gritty technical details from engineers. I need to understand how their processes work today, how they’ve solved past issues, and what they think would make things better in an ideal world. But I think there’s some hesitation because they’re worried about “incriminating” themselves or having mistakes come back to haunt them.
I’ve tried to make it clear that I’m not interested in punishing anyone for past decisions or mistakes—on the contrary, I want to learn from them to create a better process moving forward. My goal is to collaborate and make their jobs easier, not harder, but I think building trust and comfort will take more time.
If anyone has strategies for improving communication with engineers—especially around getting them to open up about technical details without fear—I am all ears.
Real life mechE here. I'll tell you how my brain works.
99% of the time when I get an odd request from outside of the department, it goes one of many ways:
And of course, there's a lot of CYA reluctance too depending on what's being asked.
If you're asking first or second level engineers things like "how does your technical work flow do it's thing?" you are starting at the wrong level for a documentation project of this massive scope. Engineers have managers whose job is to translate requests into technical terms and figure out who is the best at doing what. That's what mine does: he takes a super weirdly worded ECR (engineering change request) and translates them into technical steps and clear direction for me. Then I can pick out the details needed to make it happen, confirm them, and document them.
You need to define clear needs out of your request: start with your end goal, the processes you need, the mechanical details of the processes you need to write, how much detail you are comfortable with, and the format in which you want it . and take all of that to the senior or director level of whatever department manages those systems. They may or may not know the exact information you need, but it should be their job to delegate and translate the request such that their reports can collate what you need in the form that you need it. And because it's the director delegating, the engineers have inherent CYA and will be a lot more comfortable giving you what you need.