Because of the font used for headings, sometimes smart quotes don't work quite right. The easiest way around this when you see it is the following:
- If you want to use quotation marks in a heading, first paste the sentence, including quotes, into Word.
- Make sure you can see smart quotes (i.e. quotes curving in towards the words quoted)
- Copy the text from Word and paste it into the website using the "paste as plain text" button as usual (this will strip out everything EXCEPT the smart quotes)
And that should do it!
NOTE: You don't need to do this for body text, since that font does the right thing.
The reason it works this way is that the web version of this font recognizes smart quotes as smart quotes, and will keep them that way. However, it changes all "dumb" quotes to the SAME smart quote (the one curving to the left).