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The problem is that while a lot of writers think they know how to use Word, they don't when it comes to writing a book. They don't properly use styles. They just highlight and apply whatever they want. When they are done, what they get is a freaking mess and that does not always work as an eBook.
A writer's word processor should try to help the writer make a document that will convert will to an eBook. Word is not that word processor.
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