In reply to a post by cheshire_man:

Though still doesn't explain the two different apostrophes in the text.

Could just be they pasted into box, then edited a bit more in box

In reply to a post by AnotherExPipex:

Does Word automatically convert quotes into opening and closing ones? If so, then I think you've nailed it.

It has been doing it since Word 6 I think - can be a real pain when you are trying to use Word to manipulate text files - Open Office does it as well as Works 8.5 (what is on laptop and I tend to use as fast)

Ah yes, I'll buy that.

Ok, then it looks as if they created the message in Word or similar, cut and pasted into the message box, then did some editing then sent it.

It bugs me when I can't see how something like that may have been done.

Thanks gentlepeople.

iirc one is an accent, while the other is a single quote (or something like that).

I imagine the reason it went into the page might be that the keyboard has been configured for said character.