I think the confusion has to do with the two ways Word can now display
multiple documents.
The first way, let's call it "Mode 1", opens each document in what looks
like a separate copy of Word (i.e., you have all the file menus, toolbars,
etc. for each document). It's like if you have 3 documents open, you have 3
copies of the Word program running at once. Each will appear as a separate
item in the Windows taskbar.
The second way, "Mode 1", opens each document in the same Word program. So
if you have 3 documents open, they all appear in the same space, with the
same menu, toolbars, etc. You will see only one item for Word in the Windows
taskbar.
You change between these two modes by going to the "View" tab under
"Options" and selecting "Windows in Taskbar" if you want Mode 1 or
deselecting it for Mode 2.
As a former WordPerfect user, I prefer Mode 2. I like having all my
documents in one program, rather than cluttering up the desktop with a bunch
of Word programs.
However, it sounds like Jennifer is used to Mode 2.
I will say that Mode 2 has one advantage I can't duplicate in Mode 1, even
by customizing the keyboard: I can't switch or "toggle" back and forth
between two documents if I have more than two documents open. But if I go to
Mode 1, I can use the useful Windows key combination "Alt-Tab" to toggle
between two documents quickly, or select another document.