Quotes and Apostrophes turning to question marks in ACT! email merge

I have been asked by a couple of ACT! by Sage users why some characters (eg apostrophes and quotes) used in Word ADT templates become question marks when emailed.

The reason is that Word, by default, changes these to better looking characters that are not legitimate for normal HTML needed for email.

To fix this, in Word 2003:
  1. Go the "Tools" menu and select "Auto Correct"
  2. Select the "Format as You Type" Tab.
  3. Under the "Replace As You Type" heading uncheck: "Straight Quotes" with "Smart Quotes" and "Symbol Characters (--) with symbols"

To fix this, in Word 2007:
  1. Click the Microsoft Office Button Button image, and then click "Word Options".
  2. Click "Proofing", and then click "AutoCorrect Options".
  3. In the AutoCorrect dialog box, do the following:
    • Click the "AutoFormat As You Type" tab, and under "Replace as you type", clear the "Straight quotes" with “smart quotes” check box.
    • Click the "AutoFormat" tab, and under Replace, select or clear the "Straight quotes" with “smart quotes” check box.
You may then need to retype any quotes or apostrophes in the templates