their day. He notes that effective and efficient knowledge work relies on the smooth navigation of unstructured processes and the elaboration of custom and one-off procedures. "As we move to the 21st century business model, the focus must be on equipping knowledge workers with tools and infrastructure that enable communication and information sharing, such as networking, e-mail, content management and increasingly, social media." Palmer points to the emergence of Adaptive Case Management (also known as Dynamic or Advanced case management) representing the paradigm shift triggered by the appearance from adapting business practices to the design of IT systems, to building systems that reflect how work is actually performed. Due to the rapid global expansion of information-based transactions and interactions being conducted via the Internet, there has been an ever-increasing demand for a workforce that is capable of performing these activities. Knowledge Workers are now estimated to outnumber all other workers in North America by at least a four to one margin. While knowledge worker roles overlap heavily with professions that require college degrees, the comprehensive nature of knowledge work in today's connected workplace requires virtually all workers to obtain these skills at some level. To that end, the public education and community college systems have become increasingly focused on lifelong learning to ensure students receive skills necessary to be productive knowledge workers in the 21st century. Many of the knowledge workers currently entering the workforce are from the generation X demographic. These new knowledge workers value lifelong learning over lifelong employment. "They seek employability over employment [and] value career over self-reliance" (Elsdon and Iyer, 1999). Where baby boomers are proficient in specified knowledge regarding a specific firm, generation X knowledge workers acquire knowledge from many firms and take that knowledge with them from company to company (2002). Roles Knowledge workers bring benefits to organizations in a variety of ways. These include: analyzing data to establish relationships assessing input in order to evaluate complex or conflicting priorities identifying and understanding trends making connections understanding cause and effect ability to brainstorm, thinking broadly (divergent thinking) ability to drill down, creating more focus (convergent thinking) producing a new capability creating or modifying a strategy These knowledge worker contributions are in contrast with activities that they would typically not be asked to perform, including: transaction processing routine tasks simple prioritization of work There is a set of transitional tasks which include roles that are