"Hide Related Messages" button shouldn't be grayed out

New iMac, OS X Lion, Mail 5.1, everything migrated over from older iMac running Snow Leopard
Getting used to the way Lion handles some things in Mail has been a challenge for one of my coworkers. But this one has me stumped.
Normally, when you select a message that is part of a Conversation, you can click on the "Hide Related Messages" button to look at just the message you have selected. But, for this person, the "Hide Related Messages" button is grayed out - even when a message that's part of a conversation with multiple messages is selected. They really want to be able to look at their messages one at a time without seeing every message tied to it as well.
Does anyone have any suggestions?

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"Hide Related Messages" button shouldn't be grayed out

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