formtext problem in word attachment

I have a user that is trying to ‘edit’ a word 97 form document. Problem is when they open the attachment (detached from a Lotus Notes R5 email and downloaded to the local drive)all the fields in the form have the word FORMTEXT in them and he is unable to even Tab around in the document. The document is protected and when you unprotected it the form fields are treated just like a regular font, not a field. Any suggestions?