In this paper I primarily describe theories about reference work, analyze reference work practices and connect theory with practice. I present and describe different types of reference services and different ways of how to conduct reference work. I describe what a policy for the reference work should look like and analyze the eight Copenhagen libraries´ relationships to reference work policies.
More over I have through interviews I have conducted with library staff members, that is nine informants, on eight libraries in the city of Copenhagen, among other things identified a user barrier on one of the libraries. The barrier is connected to one of the libraries unwritten policies on reference work. This policy is similar to the one Ross, Nilsen and Dewdney(2002) briefly calls bibliographic instruction. Bopp and Smith(1995) also have a similar policy on how to conduct reference work, more precisely it is the second out of three basic functions that the librarian have in connection to the user: instruction in the use of libraries and information sources. The user barrier is there because of the policy and it is a barrier that consist of a feeling on the users behave that he or she should do the searching all by him- or herself and as I said it arises because of the policy bibliographic instruction(Ross, Nilsen og Dewdney, 2002).