The key goal of this work is to explore interactions and discursive exchanges between social users, to extract information towards decision support. We analyzed customer-generated data on Facebook, during a period of a ten-day strike, of a well-known airline company. The main goal was to check service and responsiveness of the airline, and also to develop indicators that might enable reviewing and reinforce strategies to be used in customer service response to strike events. The authors aim to investigate the possibility of structuring data, collected from OSN’s, incorporating human interaction and network structure, using SNA to study the network from a duo fold manner: the web discourse, which depends on the transmission of information; and the interaction among social users, as information disseminators. Our work intends to determine whether social users and their interactions are consistent with the creation of indicators for decision support.
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