“Nós e eles" – Relações assimétricas na comunicação institucional

This work, which follows a praxeological approach on speech in consonancewith theoretical-methodological aspects of the Socio-discursive Interactionism, aims at studying how asymmetrical relationships materialize themselves, textual-linguistically, in interactions in public institutions. Taking in consideration thefact that those relationships are constantly updated according to their own ongoinginteraction, we will try to point out some textual-linguistic configurations that reflectthose asymmetries in institutional complaint letters. Emails from two public institutionswere collected for analysis: an university and an airline company in 2010. Such documents consisted in macro-act complaint.