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People use weak ties—relationships with acquaintances or strangers—to seek help unavailable from friends or colleagues. Yet in the absence of personal relationships or the expectation of direct reciprocity, help from weak ties might not be forthcoming or could be of low quality. We examined the practice of distant employees (strangers) exchanging technical advice through a large organizational computer network. A survey of advice seekers and those who replied was conducted to test hypotheses about the viability and usefulness of such electronic weak tie exchanges.

Theories of organizational motivation suggest that positive regard for the larger organization can substitute for direct incentives or personal relationships in motivating people to help others. Theories of weak ties suggest that the usefulness of this help may depend on the number of ties, the diversity of ties, or the resources of help providers. We …