MS Word help needed

At least I think it might be Word that is the problem but I am not sure and that is why I am asking the experts.

A friend, who knows less than I do about computers, is having trouble forwarding emails. Whenever she forwards something long blocks of space appear between the lines. Sometimes it looks like a blank screen because the message can be so far down on the page. I figure something is set incorrectly - but what?

Any ideas sincerely appreciated.