That's a common character to see when the particular font you're using doesn't have a character to represent whatever's supposed to be there.

It gets even more fun, in that a few years ago Microsoft decided to change the internal layout of a bunch of fonts. So you could always tell an IE user because quote marks would show up as a question mark to everyone else. Nowadays most programs compensate for this automatically.

My first guess would be that you just don't have the font installed on your system that was used to compose the original document, or in the case of your Aunt, the document might be from the time before Microsoft decided to add another notch on it's belt of stupid decisions. Unfortunately, there's not a whole lot you can do about it.