Identification of our target audience is relatively straightforward when dealing with an internal change. In our example we are clear that all staff must be aware of new arrangements and we can therefore presume that all staff make use of the IT infrastructure to some extent and will therefore require to log calls with the Service Desk. This will not always be the case however, even when all staff are involved; a degree of audience segmentation, based on our awareness of the various audience groups may be required.